Tesco Customer Service - 28 days return policy or card fraud?

anderblogger

Having purchased various items from Tesco more than 2 months previously and then being laid up on crutches ever since. I returned to the shop on Saturday (my first outing since I have been able to walk again) to return an unused item with all tags intact (we bought two identical items in two different sizes). I was told it was 'over 28 days and nothing could be done'. I asked for the manager and explained that previously when returning an item that I had paid for on my card, my wife had been told it was card fraud and the card and card holder needed to be present. I could not physically return the item until last Saturday which was what I was trying to do. The checkout manager was 'totally unhelpful' and dismissed me saying that Tesco would in fact have refunded this item onto my card for my wife if she had brought it back within the 28 days, even though there was a sign behind her head saying to the contrary.

I have been told to write to head office with my complaint but I just wondered what my legal stand point was? Should my wife be encouraged to commit 'card fraud' as Tesco call it or should common sense have prevailed on Saturday and a credit given to me considering the extenuating circumstances?

:mad:

vicshippers

I think it would have been good customer service for the manager to have given you a refund but was most certainly not obligated to do so. I think this is just one of those little losses that you have to deal with after being incapacitated - no-one should have to change their terms and conditions just for your misfortune.

Your wife should not have used your card either.....although I'm not sure whether it would be fraud as she had your consent.

Tozer

No it wouldn't have been card fraud to have a credit put on your card!

If that was the case, I really wish my card could be used fraudulently!

OP - Tesco is correct that they have no legal obligation to give a refund although (yet again) represents their lousy customer service.

hollydays

Why didn't you phone them before the 28 days was up,explaining the circumstances.They are not mindreaders are they?

themightyjack

hollydays wrote: »

Why didn't you phone them before the 28 days was up,explaining the circumstances.They are not mindreaders are they?

:rotfl:

I think the manager could have made an exception in this case. Just write to head office, they will be keen to help.

Advice for future? Shop elsewhere!

Not allowed to s**g off Tesco for fear of being sued! -

hollydays

"I think the manager could have made an exception in this case. Just write to head office, they will be keen to help."



:rotfl:

..If retailers believed everything they were told..
Tesco,keen to help..since when..

maemaesmummy

Tozer wrote: »

No it wouldn't have been card fraud to have a credit put on your card!

If that was the case, I really wish my card could be used fraudulently!

OP - Tesco is correct that they have no legal obligation to give a refund although (yet again) represents their lousy customer service.

Im pretty sure that under agreements with card issuers the shop has to refund to the original method of payment (if a receipt is presented iyswim)

Bamber19

Tozer wrote: »

OP - Tesco is correct that they have no legal obligation to give a refund although (yet again) represents their lousy customer service.

How is it lousy customer service, they've done nothing wrong whatsoever, there's nothing lousy about doing things by the book.

Tozer

Bamber19 wrote: »

How is it lousy customer service, they've done nothing wrong whatsoever, there's nothing lousy about doing things by the book.

Yes and if you actually read what I wrote "they have no legal obligation". Good customer service to me means going beyond legal obligations or "the book" as you say.

Brooker_Dave

anderblogger wrote: »

I just wondered what my legal stand point was?

They've done nothing wrong, and you're being hard work.

dmg24

Brooker_Dave wrote: »

They've done nothing wrong, and you're being hard work.

At the weekend I got told that I was hard work, to which I replied 'Of course I am, now lick my boots b*tch' ... and he did! x