Is that the tether-end I see before me?

HannaB

Hello all,

I am having a mammoth of a ‘mare with Tesco at the moment. I’m posting on here as I honestly do not know what to do. I’m not really sure what I’m expecting, perhaps some ideas on the next steps, or some contact names of helpful people within Tesco, perhaps even some advice on how to make a claim to Trading Standards or Consumer help, or the noose factory!!… I really don’t know. But please bear with me as this is a long story and I’ll try to leave out any of the irrelevant bits.

In May 2008, we bought a cross trainer from Tesco Direct for around £200 with £4 P&P, paid for with my Tesco CC. In early April 2009, we noticed the cross trainer had a crack in it. So I phoned up Tesco Direct and asked if there was anything I can do. Because it was under 12 months old and because it hadn’t been used excessively, we could exchange it.

The problems began in that they couldn’t just send a new one, I had to BUY and new one and then they would REFUND me for the old one. The price of the cross trainer (same model) had increased from £200 to £250, so the guy told me that the refund would be in two sections: the first was £204 (plus the original postage) and the second would be for the extra £46 to make things even. He said he had to refund this amount onto my Tesco CC.

A few days after this call, I received the emails confirming the refund. One email had £204 and the other had £46. Great.

Lots of problems arose with the delivery of the new cross trainer. First the contractors wouldn’t take the old one because he didn’t have his papers, then they didn’t turn up to collect the old cross trainer when they said they would, blah, blah, blah, (irrelevant to the main problem. They eventually collected the old one after about 4 weeks).

While the delivery drama was happening, I tried to access my Tesco CC online to see if the refunds had gone through. I couldn’t access my account, so I phoned them. My card had been cancelled due to inactivity last summer and my online account had been closed. Because I had been taken off their systems, they couldn’t access my account at all to even ask me any security questions. They suggested I write to them and they would investigate. So I wrote to them 24th April, enclosing the two refunded emails as a reference and my last credit card bill as proof of ID.

I waited a week and called Tesco CC back for any update. I was told again I wasn’t on their systems and I should write to them if I have any queries!! (Done that, matey) They might still be pulling my file from the archives. I explained the story from the start and was told that perhaps Tesco Direct could pull the refund back.

Called Tesco Direct, explained the whole issue again and asked if any payments had bounced back or if they coule request it back. The answer was no, so the money was definitely with Tesco CC.

I spent pretty much 4 weeks doing this, making about 3 phonecalls a week to both Tesco CC and Tesco Direct. Seems like I was playing “phone tennis”:

<<<Boing!>>>

“But we sent it to them. They should have it.”

<<<Boing!>>>

“We can’t speak to you, you have no account. If we can’t allocate the money to an account, they should have had it back.”

<<<Boing!>>>

“I can’t see it’s bounced back here. Have they said that they’ve sent it back?”

<<<Boing!>>>

“I can’t access your account. We’ll look into it.”

<<<Boing!>>>

“The team that perhaps could help finish at 5pm. We’ll look into it.”

<<<Boing!>>>

“Are you sure you have an account with us? I can't see you on here.”

<<<Boing!>>>

That was how it went for weeks. But I received no letters, no emails and no phone calls back from anyone.

Finally at the end of May, I received a cheque for £200 from RBS (Tesco CC). There was no covering letter. Just a compliment slip. Great, I thought, but where’s the other £50? Thus begins the next set in the big Wimbledon “phone tennis” tournament.

“But Ms X, your CC account isn’t showing on our system…”
Really??? You don’t say??

I had no intention of cashing this cheque until I had the right amount.

Today, we received a letter from Tesco CC to say the cheque for £200 is to refund the payment made last year (didn’t even include the postage!). This is all they have record they have and they’ve basically wiped their hands clean of me completely. They make no acknowledgement that I might be due anything more.

I’m trying to put my paperwork together. I was fortunate enough to take down a couple of names, dates and times of the phone calls until we can get an itemised bill from BT. I’ve keep all the emails, both from April and last year.

Can anyone offer any advice on what I should do next? I obviously have to call Tesco Direct again at some point. What can I say that’s not already been said? Where’s that brick wall, my head itches???

Do I have a case to take something further to somewhere?

Needless to say, the cross trainer has been gathering dust as I can’t stand to look at the blimming thing.

Thanks for reading.

x

hayley11

Wow they are rubbish aren't they! I would suggest writing everything down, a time line of all the phone calls and everything and writing to a director demanding your £50 back.

They did a similar thing to me, only not as bad as what they're doing to you. I ordered a replacement breadmaker, they charged me the current price but only refunded me the price I paid (£11 difference) luckily mine was straight forward so I got it refunded.

Sorry I couldn't be more help, hope you get it sorted.

Fire_Fox

Phone calls don't usually work if the case is at all complicated. Tesco won't have any record of your phone calls as your account does not exist. Write letters and send them recorded delivery.

Mark_Hewitt

After all the hassle you've had. I'd willingly let them have the £50 for the sake of an easy life!