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Dear Mr Stokes,

Thank you for your further email to Sir Terry Leahy, to which I have been asked to reply.

I was disappointed to learn that the gift cards you were sent as a refund for your remaining Internet Phone balance did not work. I can appreciate the disappointment and inconvenience that was caused and I would like to offer my sincere apologies.

Upon receipt of your email, I contacted Bridget Perez at Tesco Telecoms, who dealt with your original complaint and sent the gift cards to you. Bridget has asked that I offer her apologies for this and has explained that the cards were accidentally inactivated on the system, effectively placing them on hold. This error was rectified as soon as it was noticed and the cards were fully activated again yesterday. You will now be able to use them with ease.

This being said, I note that you seem a little disappointed with the service that you received in store, in addition to the cleanliness and layout of the store itself. If you would like me to investigate and resolve this for you, I would be grateful if you can provide me with the store details, along with the date and time that you visited.

I will then contact the Store Manager and ask for an investigation to be carried out.

Thank you again for letting us know about this, and for giving me the opportunity to explain what happened. I look forward to hearing from you about the store.

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Seems odd that they know what number my gift card was, to be able to put the money back on… Unless, of course, they’d either noted down my details, or they’d done it to everyone.

Of course, if they’d written down my details; it’s a little odd they couldn’t work out what my local store was, being as I had said it was a Tesco Supermarket in Clacton, (of which there is only one), and given my address, and told them it was 2.5 miles away.

Not sure I can be arsed to complain about the store. It’s no worse than any other Tesco (and better than Morrisons); it was the money they stole that pissed me off. Anyway, enjoy.