Tesco issued an apology following an incident where a customer, Andrew Kennedy, felt embarrassed due to a technical error that led store employees to accuse him of theft. Kennedy shared his troubling experience at a Tesco branch in Surrey on X, detailing how the supermarket’s actions caused him humiliation, wasted his time, made him late for an event, blocked his card, and deducted £75.92 from his bank account.
Kennedy’s account of the incident quickly spread online, garnering sympathy from many who resonated with his ordeal. He recounted visiting the Tesco store on Good Friday to buy food for a weekend gathering with friends. Utilizing the Scan as You Go feature, he paid £75.92 for his groceries through Apple Pay, a method he commonly used at Tesco.
As Kennedy exited the store, a Tesco staff member approached him, claiming he had not paid for his items. Initially assuming it was a mistake, Kennedy followed the employee back inside. He showed his banking app to prove the pending payment, but another colleague was called over and loudly accused Kennedy of not paying. Despite explanations, a supervisor accused Kennedy of attempting fraud without evidence.
Forced to pay for the groceries again to leave on time, Kennedy’s bank flagged the duplicate transaction, blocking his card. When Tesco insisted on another payment method for the groceries, Kennedy opted to abandon the purchase. However, the transaction went through after the weekend, leaving him out of pocket.
Upon seeking redress from Tesco, Kennedy was told to return to the store with evidence of innocence for a refund. Faced with significant inconvenience and costs, including a 120-mile round trip, he demanded immediate reimbursement, a formal apology, staff retraining on respectful treatment, and a donation to the Young Minds charity.
In an update, Tesco apologized to Kennedy, refunded him, and made a contribution to the charity. The incident prompted reflections from Kennedy on standing up to unjust authority, inspired by his late mother’s experiences of deference. Tesco acknowledged a technical glitch with the Scan as You Shop system and expressed regret over the mishandling of the situation.
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