Help Tesco Extra Won't Refund Money!

---lee---

4/11 - Ordered pink nintendo dog thing as Christmas gift. Total cost £ 124.99. Paid by CC. Tesco took the money the same day.
4/11 - Order confirmed for 5 working days (item showed as in stock).
12/11 - Called to find out what had happend to my order. Told it was out of stock and may not be in by Christmas.
12/11 - Wrote to Tesco requesting alternative equivilent stock/delivery for Christmas. No reply.
20/11 - Settled cc bill and closed a/c.
12/12 - Rang Tesco for progress. None. Asked for refund. I was told money could only be refunded to cc. Rang cc company re-opened same cc account. Rang back Tesco to tell them they could process refund. No problem they said.
16/12 - No sign of refund. Called Tesco. Told they could not refund until they had checked with the couriers? Spoke to supervisor. She said the order was sent out on the 14/12 and I will have to wait until they have the goods back before they refund. Order has still not arrived (I doubt if it will - they did tell me once before it was on it's way about a month ago and that turned out to be a mistake).
16/12 - Called cc company and asked to start a chargeback.
16/12 - Wrote to Tesco requesting that they:

1. Refund my money within 3 working days.
2. Write to me detailing their formal complaints procedure.

I just want my money back - it would have been handy for Christmas but I doubt that's going to happen now as I don't think Tesco will be in any hurry to refund my money.

What should my next step be:

a) Start proceedings to recover through small claims?
b) Start chargeback process?
c) Something else?

All advice welcome.

Ellie2758

I hope your credit card company can help you - shame you closed the account so quickly. It was only through the assistance of Visa that I got my problem with Tesco Electrical sorted out in the end. If you put in a search of Tesco Electrical you will probably come across my story of THE WRONG TV and others like it. They really are a nightmare bunch, sorry not to be able to offer any other advice but really if you paid by credit card the company should help you.

Ellie

---lee---

Thanks Ellie. CC company (Barclaycard) were top. Been with them about 12 years without any problems. They re-opened the a/c over the phone and it only took two minutes.

I had only closed it as I was getting myself organised with the best CC deals ready for the new year.

That was on the 12th, the same day Tesco said they would refund.

Just going to read up on your story now...

PS. Barclaycard said they would send me a chargeback pack out - I just thought it might be quicker if I took them (Tesco) to court.

---lee---

Ellie,

Found the thread:

http://forums.moneysavingexpert.com/showthread.html?t=29798&page=2&pp=10

Did Tesco ever collect the TV? Did you get your proper one?

Ellie2758

---lee--- wrote:

Ellie,

Found the thread:

http://forums.moneysavingexpert.com/showthread.html?t=29798&page=2&pp=10

Did Tesco ever collect the TV? Did you get your proper one?

No, they never did. Visa got involved and told me to ask Tesco to give me an address for return and they (Visa) would pay the return charge and pass it on to Tesco. All of a sudden Tesco Electrical were bending over backwards to get my refund sorted!

They never did collect the tv so at the end of the day I got it free. Not the one I ordered but still.

Ellie

---lee---

Ellie2758 wrote:

No, they never did. Visa got involved and told me to ask Tesco to give me an address for return and they (Visa) would pay the return charge and pass it on to Tesco. All of a sudden Tesco Electrical were bending over backwards to get my refund sorted!

They never did collect the tv so at the end of the day I got it free. Not the one I ordered but still.

Ellie

Thanks Ellie. Well at least you got your money back and a bit of a bonus in the end. I'm just so annoyed that they are keeping my money - it would have been handy at Christmas.

---lee---

Well a result. Tesco have refunded my money back to the credit card account. Now I just have to wait 3 working days for it to be xfered from the cc a/c to my current a/c.

No explanation, telephone call or letter. Just checked the cc and the refund was there.

I’m now starting to wonder if the story that it was out for delivery was a load of rubbish (they did tell me this once before about 4 weeks ago).

I’ll wait until after Christmas for a reply, but I don’t expect I’ll get one, then I will write in and complain. Anyone got the address of one of the directors?

webmasterpolo

Terry Leahy
Tesco House
PO BOX 18
Delanare Road
Cheshunt
Herfordshire
EN8 8SL

This is the CEO.

I would give them a deadline (14 working days) and send the letter recorded delivery if u can. Sometimes they respond from this address after a month or so, sometimes they completely ignore you. So keep track of it.

-Web

---lee---

Thanks webmasterpolo.

I'll do that one after Christmas.

Wig

OP has been refunded, what's the 14 days deadline for?

wigginsmum

It's New Tesco House, Delamare Road, Cheshunt, Herts EN8 9SL. I used to work indirectly for Terry Leahy at Tesco; don't expect a miracle there.

Jules