Faulty Tesco Bed

westyuk_2

Hi all,

Ordered a bed last week from Tesco Direct, the wife waited in and it arrived yesterday.

I unpacked it all and started assembly, after about 2hrs of unpacking and assembling realised it was missing some integral parts. The four boxes it came in all had sheets containing what parts are in each box and quantities and this was signed and ticked off to say it was complete by someone i guess at the distributors.

I phoned the tesco parts dept (must be a common problem!) and asked if they could send me the missing parts. This is where the problem started as they told me they held no stock of that part and the bed was now out of stock with no idea as to when or if it would come back into stock. Their solution was for me to send the bed back for a refund!

I told them that i wasn't prepared to dismantle and repack the bed as i didn't have the time required to do this. I then asked to speak to their manager. I basically was told by the manager the same but was told they would call me back the next day after some enquiries to see if they could get the parts.

After about 30mins on the phone i checked their website and found the same bed available but in a different colour. I phoned them back and after a further 45mins managed to get them to deliver a new bed on the promise that i could open it and remove the parts i needed and they would then take the bed back (minus parts). Apparently they couldn't do this themselves, which is ludicrous as the parts could of been posted without the need for a whole bed (and mattress) to be delivered only to be returned instantly.

Obviously i wasted alot of time waiting in for this and now having to wait around again for 2nd bed. Also the time spent having to sort this problem on the phone, which they could of done for me.

I feel let down by Tesco's lack of customer service and feel i should be compensated for having to sleep on a mattress on the floor as they supplied me a faulty bed and the time spent trying to sort this problem.

Do i have any rights to compensation at all, what actions should i take next?

Thanks
Steve

Esqui

You have no right to compensation, but Tesco might consider a goodwill gesture if you ask nicely.

westyuk_2

By asking nicely I guess you mean writing to them, if this is the case who do you write the letter to...Managing Director ?

Esqui

It'd all go to the Customer services centre, so it doesn't matter too much whose name is on it. But I suspect you should take it somewhere higher than the store.

Mark_Hewitt

I had a somewhat similar problem a little while back (not with tesco). I'd ordered a GPS unit and it was all fine except that it had no charger! The retailer wanted me to send the whole thing back and they'd replace it. I argued that I just needed the charger, nothing else.

Oh, well we'll need to send the whole thing back to the manufacturer for a refund. I pointed out this was not my problem, and besides they could open another box, get the charger out and send *that* back!

They eventually did send me my charger!

westyuk_2

Seems crazy that they would rather send out 4 large boxes and a mattress in a truck with 2 delivery men. Wait for me to open the boxes, take out a few bolts and bar and then get them to take it all back again.

Not very carbon friendly of Tesco now!

Tim_Deegan

That's what you get when you deal with large companies, wher they have procedures, rather than common sense.

pendulum

Don't know what you're moaning about to be honest. You claim there were missing parts (which is just your word against theirs), but they are sending you the replacement parts without any argument. And to begin with they even offered you a refund which you rejected. Perfectly reasonable. Well done Tesco.

Sometimes sourcing individual parts that make up an item isn't possible so obviously in this case they're just sending the whole thing and letting you pick the things you want, seems fine to me.

westyuk_2

pendulum wrote: »

Don't know what you're moaning about to be honest. You claim there were missing parts (which is just your word against theirs),

My word against theirs = The customer is always right.
Why would i bother to spend over an hour on the phone to them if i wasn't missing parts?

pendulum wrote: »

but they are sending you the replacement parts without any argument.

Not really, over an hour on the phone trying to reach compromise.

pendulum wrote: »

And to begin with they even offered you a refund which you rejected. Perfectly reasonable. Well done Tesco.

Rejected refund as the bed was half assembled, and only missing 3 screws and a ram. Didnt want to dismantle and pack it up and then wait in for them to collect...it was their fault. They sold me a faulty bed and thats not acceptable.

pendulum wrote: »

Sometimes sourcing individual parts that make up an item isn't possible so obviously in this case they're just sending the whole thing and letting you pick the things you want, seems fine to me.

Glad you think so, have a nice day :whistle:

Tim_Deegan

I don't know if this bed comes from Tescos own warehouse, or direct from the manufacturer/importer. However it is normal practice for an importer to have a number of spare parts in stock just for this purpose. So it appears to be the usual case of Tescos trying to completely dominate all the retail markets in the UK. And instead of specialising and doing it well, they are trying to do everything, and are doing it badly. They should stick to groceries.

deanos

Littlewoods are the same, i had a handle missing off the drawer to my computer desk, instead of sending the handle they sent over a complete unit which came in 3 very large boxes !