Tesco – 14th October 2012

14 Oct

Complaint Letter: No. 48

Compensation: £35 Tesco Moneycard

Philip Clarke
Group Chief Executive
Tesco PLC
New Tesco House
Delamare Road
Herts EN8 9SL 
14th October, 2012 
Dear Mr Clarke
I recently purchased a 25-pack of your Tesco Party! pearlised balloons.  The colours are lovely and they were absolutely perfect for the Bollywood-themed party I put on in a friend’s garden. 
That delight, however, was short-lived.  Five out of the twenty-five pack of balloons exploded (enclosed) which was most upsetting for the children present.  One of the infants was crying.
I trust your Tesco own-brand condoms are more reliable (let’s hope they are of the Tesco Extra ilk rather than Every little helps”).  As it is, your balloons were something of a let down.
I look forward to hearing from you.
Yours sincerely
Ingrid Stone   


The Response:

Dear Ms Stone

Thank you for your letter addressed to Philip Clarke, to which I have been asked to respond.  Please accept my sincere apologies for the delay in my reply.

I was very sorry to learn of your disappointment with the Tesco 25 Assorted Pearl balloons you purchased and I regret any upset which was caused when five balloons exploded as you were organising a party.

The samples you kindly returned have now been analysed by our Technical Manager for this product range.  She was equally sorry to learn of the problem and has discussed the matter with our supplier.  Please be assured all necessary manufacturing controls will be increased to prevent a similar situation happening again.

It is always disappointing when a customer has cause to complain about any of the products we sell and, as a gesture of goodwill for any upset which has been caused, I have enclosed a £35.00 Tesco Moneycard with my apologies and best wishes.

Thank you for bringing this matter to the attention of the Chief Executive.  Once again please accept my apologies for the delay in my response and any upset caused.

Yours sincerely

Frances Hickling

Chief Executive’s Office


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