I had an extremely disappointing experience today at Tesco in Worksop, Notts.I arrived at Tesco around 11.10am this morning with my 80 year old mother, who is disabled and vulnerable. I tried to park in the disabled area next to the store but I was confronted by a driver who was driving the wrong way around the car park, he gave me verbal abuse and he tried to get me to move out of the way so he could carry on his dangerous and possibly illegal driving behaviour. I am not saying that his behaviour is Tesco's fault directly, however, I do strenuously believe that his actions may be a result of poor signage in the car park, and also the painted arrows on the road are barely visible, they need repainting in my opinion. This is not acceptable for a huge corporation like Tesco.
So, after finding a parking space, I went to the cafe for breakfast and coffee whilst my mother went shopping inside the store. After my breakfast, I purchased a few items for myself. I approached the security guard near the entrance door and explained the situation I had experienced half an hour before. He signposted me to the Customer Services desk. He was very polite and helpful
I approached the desk, I didn't have to wait long. What happened next is not what I call good customer service. The lady I spoke to, I didn't get her name, and she didn't introduce herself either, dealt with my complaint, very poorly in my opinion. She had finished dealing with the previous customer and was folding a piece of clothing and then put it on the area behind her. She then looked at me briefly, she never said "How can I help you?" I explained the situation to her and said I had had a huge argument whilst in my car with someone who was driving around the car park the wrong way. She just didn't seem interested in my complaint. She kept avoiding eye contact with me and seemed more interested in looking around the store than interacting with me. I explained that there should be better signage around the car park and that the road markings were very faded, and that every time I attend Tesco there always seems to be people driving the wrong way (It's a one-way car park). I asked if she could escalate my concerns to the relevant management as this issue could cause an accident and injury or worse.
She said to me in reply, "I'll tell them but I can't see much being done about it"
I am totally disappointed in her reaction to this serious issue. She never smiled, and she gave me the impression that my complaint wasn't serious, even though I had had an argument with another customer. I am not happy with the customer service I received.
I am very au fait with customer service, I worked in a front-facing role for 15 years as a civil servant. I also have a qualification in customer service, Level 3 NVQ.
Like I said earlier, I didn't take her name and she never introduced herself to me at any point during our interaction. I can describe her appearance if that helps, or I can go back to the store to get her name in order to identify who she is. She is a blonde haired lady, longer than shoulder length hair, she is a large build lady, and about 5 foot 10 tall.
I hope you can understand my frustration, this incident has really affected my view on Tesco as a respected company, a company who treats customers' complaints and concerns seriously. Today, I felt like I was not being taken seriously, nor treated with respect.
