Tesco - rights over exchange/refund/cr note

milliemonster

I bought my daughter some school trousers from Tesco a couple of weeks ago but they didn't fit, I had thrown away the receipt (silly me!) but was more than happy to exchange them/have a credit note etc, when I took them into customer services, they told me to find another pair and they would exchange, so I did this, got a larger size and exchanged them, took them home for DD and they don't fit either (too big now!)

By the time I took them back again I had thrown the receipt (yes I know I need to be more careful in future with receipts!!!) but thought this time as my dd is obviously inbetween their sizes I would just ask for a credit note and use it off the rest of my shopping.

However, Tesco wouldn't allow me to do this, they said I could only have something else from the clothing section, so I ended up buying a T shirt for my son which he didn't even need as there was nothing else suitable.

I didn't query this with Tesco and I know legally you aren't entitled to a refund if something doesn't fit, but I wondered if this was a new policy they have as I am sure in the past they have just given credit notes?

Firefox1975

couldnt you have got a different style of trouser for your dd?

surely they don;'t just do one make! perhaps a pair of jeans, a skirt, a blouse?

Something for xmas?

I can't feel you've been too hard done by really!

and just how long ago afterwards did you take them back? was it over 7 days?

milliemonster

Firefox1975 wrote: »

couldnt you have got a different style of trouser for your dd?

They didn't have anymore in her size

surely they don;'t just do one make! perhaps a pair of jeans, a skirt, a blouse?

There wasn't anything else at all suitable, its a very small Tesco store

Something for xmas?

I can't feel you've been too hard done by really!

I didn't say I was, I was just asking if this was theire new policy and wondered why it wasn't possible to just have the credit note off the rest of my shopping instead as there was nothing suitable in the clothing section?

and just how long ago afterwards did you take them back? was it over 7 days?

No it was within 2 days

Firefox1975

<shrug> maybe it is their new policy then. I wasn't aware it was any different to their older policy.

If i owned Tesco though I wouldn't want to be mixing up refunds of clothing with food sales. Although ultimatley it ends up in the same pot - that is only once a year when teh accounts are published.

much more useful to store managers/suppliers/customers/shareholders/directors to know every month a seperate profitability on each type of good sold. Also creates less confusion.

I suppose you should have kept your receipt....................

bylromarha

Tesco haven't done credit notes for years now IME.

On clothing, you can only exchange goods for value that it goes through the till for on that day-you aren't allowed to exchange for non clothing items.

How its always been in my local stores if you don't have your receipt. Think this is what big blue board containing their policies says too-will be in store somewhere and small at every checkout.

gollum007

bylromarha wrote: »

Tesco haven't done credit notes for years now IME..

We can put it on a standard gift card, and that should be the policy for where the customer doesn't have the reciept. I've never heard of a departmental restriction on exchanges, although usually the store can only deal with what it stocks.
Things get a little muddier in clothing (Hygiene regulations), but really this should have been put on a gift card for you.

I'd write to CS (This gets passed on to Dundee), and with any luck the store in question might get pulled up over it

-Gollum

bylromarha

Again another example of one policy for one store, another policy for another.

My nearest extra store has a dedicated clothing desk and they insist on an exchange within clothing or nothing at all if no receipt.

Another local extra store with an even bigger clothing dept (but no desk bizarrely) again will only exchange clothing for other clothing with no receipt, nothing else in the store.

A local superstore will not accept clothing returns without a receipt and will only swap for clothing if you push hard for an exchange.

All these within 2 miles of my doorstep-those further out all have the same policy. Wish your store was in my area!

RadoJo

Could it have something to do with the double points offer at the moment? I presume they don't want people doubling up points to buy clothing, then returning it and spending the money elsewhere in the store, and without a receipt you couldn't prove that you had not done this.