Tesco double up vouchers con - beware advice please!

tbw

phlogeston wrote: »

I have been shopping in the same Tescos superstore for over 25 years.

At no time have I ever seen a set of terms and conditions, let alone a set offering to exchange "without a lot of hoo ha".

I am not disputing that Tescos will exchange items and will offer refunds.

A few posters have made the assertion that there are some T&Cs that exist that grant Tescos shoppers consumer rights greater than those afforded under law.

Could some elucidate and tell me where I can find these T&Cs?

I can't provide any firm leads other than to say that Tesco have always said that they will refund/exchange - wasn't there a TV add some time ago where the woman took back a whole salmon 'cos she didn't like its expression!'? I know Tesco subsequently stopped refunds on food that had been out of the freezer/chiller for more than a very short time (quite understandably!) but I wasn't aware that they had refuted their orignal advertised exchange policy.

I know that Tesco are being very customer friendly in offering this facility and that they really don't have to do it. I just feel its a bit iffy when they start restricting it - they either do it or they don't! The current double up issue is different to normal exchanges and the loophole needs to be fixed quickly.

phlogeston

tbw wrote: »

I can't provide any firm leads other than to say that Tesco have always said that they will refund/exchange.

Not arguing with the sentiment, but the assertion was made that somewhere there exists a set of T&Cs which are included in the contract of sale.

If anyone is going to give the advice that these T&Cs form part of the contract, then surely a court would like to see them if it got that far!

A general, unpublished policy to refund/replace is obviously good customer service, but not the same as an outright promise that becomes part of the terms of the contract.

DaisyFlower

The terms re using the vouchers/refunds/exchanges are quite clear on the website. The OP has been caught trying to abuse the system and clearly Tesco's did anticipate this from some people and protected themselves.

Nobody forces the vouchers to be converted so the T&C's are hardly unfair.

MrsBartolozzi

I think the problem the OP is having is this: (OP correct me if I have it wrong):D

Gave Tesco a £25 CC voucher and recieved clothing £50 double up token in return.
spent £50 DUT on clothes
decided they didn't want clothes and returned them to Tesco, who only offered £25 clothing voucher as refund.

So the OP is in a worse position than in the beginning. They had a £25 CCvoucher which could be used in store in any dept for £25 of goods or for £100 deals or £50 double up voucher.
Now they are only offered £25 voucher restricted to clothing - half the value of the DUT, but with the same restrictions.

You can't deny that the OP is left in a worse position, surely, and that is why they feel conned (I assume).

Now the T&Cs state that unused and in date DU tokens cannot be exchanged for a different department or be exchanged back into points or cash, and these rules are available online and in the mailing for anyone to see, buyer beware and all that...

Personally I think this is a bit of a sharp practice by Tesco as their other deals vouchers CAN be exchanged back into points if you are unable to use them, and it would seem reasonable for a customer familiar with their rules to expect the same to apply to the double up tokens.

I don't shop much in Tesco these days and was hoping that the new announcement might have enticed me back (extra points etc ), but I'm not convinced, I think I will spend my (rapidly disappearing) stash of CC vouchers on deals as I feel I get a better deal there.
Good luck OP I hope you get a resolution you are happy with.

MrsB.

Freddie_Snowbits

Reggie_Rebel wrote: »

How were you duped into converting them?

They pinned her to the floor and stole her clubcard vouchers

soolin

MrsBartolozzi wrote: »

I think the problem the OP is having is this: (OP correct me if I have it wrong):D

Gave Tesco a £25 CC voucher and recieved clothing £50 double up token in return.
spent £50 DUT on clothes
decided they didn't want clothes and returned them to Tesco, who only offered £25 clothing voucher as refund.

So the OP is in a worse position than in the beginning. They had a £25 CCvoucher which could be used in store in any dept for £25 of goods or for £100 deals or £50 double up voucher.
Now they are only offered £25 voucher restricted to clothing - half the value of the DUT, but with the same restrictions.

You can't deny that the OP is left in a worse position, surely, and that is why they feel conned (I assume).

Now the T&Cs state that unused and in date DU tokens cannot be exchanged for a different department or be exchanged back into points or cash, and these rules are available online and in the mailing for anyone to see, buyer beware and all that...

Personally I think this is a bit of a sharp practice by Tesco as their other deals vouchers CAN be exchanged back into points if you are unable to use them, and it would seem reasonable for a customer familiar with their rules to expect the same to apply to the double up tokens.


MrsB.

Buyer corrected himself later and said "Sorry I'm on a lot of medication for my illness and wasn't clear in my post. I meant that they said I could only exchange the £50 worth of clothing for £50 worth of clothing, I didn't accept this as I didnt want any clothing any more"

So he had £50 worth of clothes and he can still have £50 worth of clothes. He hasn't lost £25 anywhere.

Nikkisun

The way I read is that the OP has been given 2 options by Tesco:

1. Exchange the clothes for another £50 worth of clothes

2. Take a £25 gift voucher.

This seems perfectly fair to me - the OP wanted the clothes but they were the wrong size so where is the problem in exchanging them for the right size??

MrsBartolozzi

soolin wrote: »

Buyer corrected himself later and said "Sorry I'm on a lot of medication for my illness and wasn't clear in my post. I meant that they said I could only exchange the £50 worth of clothing for £50 worth of clothing, I didn't accept this as I didnt want any clothing any more"

So he had £50 worth of clothes and he can still have £50 worth of clothes. He hasn't lost £25 anywhere.

Aah, I'd missed that when I skimmed the thread again, thanks. I still think Tesco should make it very clear (for those who don't/can't read the small print:rolleyes:) that the refund terms for these double up coupons are different to the regular cc deals, but ho hum it's a Tesco thing and as such small print reading is necessary.

tbw

phlogeston wrote: »

Not arguing with the sentiment, but the assertion was made that somewhere there exists a set of T&Cs which are included in the contract of sale.

If anyone is going to give the advice that these T&Cs form part of the contract, then surely a court would like to see them if it got that far!

A general, unpublished policy to refund/replace is obviously good customer service, but not the same as an outright promise that becomes part of the terms of the contract.

I understand what you are saying - but I'm not entirely sure that a verbal agreement/statement of a policy such as the usual refund system would not have any standing. This exchange policy has been publicised in various TV adverts in the past , customers are well aware of it, staff will verbally quote it to you if you buy something in Tesco but are concerned that it may not be suitable - eg a gift. They always say, 'don't worry, just bring it back and we'll replace or refund it.' It may not be written down on a poster behind the CS desk but it does seem to be a well established prictice that staff quote and customers are aware of. I know that on the odd time I have bought something only because the CA said I could get a refund if the recipient didn't like it or I changed my mind.

Anyway, its all a bit irrelevant so far as the OPs problem is concerned. I only mentioned it because it worries me that ordinary customers who purchase with hard currency may get caught up in this 'only half the value of the goods' scenario if they return clothing without a receipt. I still can't quite get to grips with whether the OP got an offer of £25 SPECIFICALLY to be spent on clothing or if it was a general spend gift card. If it was a general spend card then I don't see how she can complain - as others have said the terms ARE specific and she should have read the small print. If the £25 card is clothing specific then I can understand why she is unhappy.

And I certainly don't blame Tesco for plugging a potential loophole - this loophole was discussed as an 'opportunity' somewhere else on MSE a few days ago but I can't find it now. So some people were clearly planning an assault on this new system!

mogchops

I took back a game which I had bought for a present and then found the child already had it. Game cost £3.78, I didnt have the receipt. My only option was to leave the game at CS desk, and find something else in the toy dept for the same price and do a straight swap.

They would not do a refund without the receipt (understandably) but neither would they let me offset against grocery shopping, or give me a gift card.

So I think they are clamping down on gift card exchanges.