Tesco Tone Bike - Refund Refused - Advice Please

mimi1234

Hi all,

Seen as it's Summer, I decided to get myself a tone bike from Tesco as it was on promotion. http://direct.tesco.com/q/R.206-2938.aspx

Took it home, set it up, used it 3 times and the left pedal kept flying off. This happened within 2 days. Kept screwing it on and it just would not stay on. Every time the pedal came off loads of dust came out of the machines base, leaving horrid stains on my carpet. Will not go however many products I have used. The pedal will not stay on. It's like a screw in thing, but the bit I am screwing into has no grips, they must have not been there in the first place. The right one stays in perfectly, the left one won't!

Anyway, I called the helpline number and said the item was not good and I wanted my money back. So they said take it back as it is and you will get a refund as the product is obviously faulty. I asked if I had to box it up, and they said no.

Took it back. Troll CS lady said there is dust on it and it has been used so can't refund you. Explained I had spoken to the helpline. She was having none of it. She said go home, clean it all (even though all the dust and stuff had come out of the base), box it up, bring it back and we will check it for you.

I'm not impressed. It's not my fault it's not working. It's not my fault the stupid base had dust and stuff coming out of it. Am I supposed to clean it all up and take it back, when the troll might not even refund me? Errr!

Advice please.

sayedrahul

mimi1234 wrote: »

Hi all,

Seen as it's Summer, I decided to get myself a tone bike from Tesco as it was on promotion.

Took it home, set it up, used it 3 times and the left pedal kept flying off. This happened within 2 days. Kept screwing it on and it just would not stay on. Every time the pedal came off loads of dust came out of the machines base, leaving horrid stains on my carpet. Will not go however many products I have used. The pedal will not stay on. It's like a screw in thing, but the bit I am screwing into has no grips, they must have not been there in the first place. The right one stays in perfectly, the left one won't!

Anyway, I called the helpline number and said the item was not good and I wanted my money back. So they said take it back as it is and you will get a refund as the product is obviously faulty. I asked if I had to box it up, and they said no.

Took it back. Troll CS lady said there is dust on it and it has been used so can't refund you. Explained I had spoken to the helpline. She was having none of it. She said go home, clean it all (even though all the dust and stuff had come out of the base), box it up, bring it back and we will check it for you.

I'm not impressed. It's not my fault it's not working. It's not my fault the stupid base had dust and stuff coming out of it. Am I supposed to clean it all up and take it back, when the troll might not even refund me? Errr!

Advice please.

Hi as far as I am aware as the product was faulty it can be under any state as they cannot sell this product on, therefore it does not matter what condition it is in, you need to state your case clearly and coherently DO NOT TAKE NO FOR AN ANSWER demand to speak to a manager, threaten to take her name down and report her, ask for the store number and her name, her department manager and the store manager if she refuses to get anyone down to speak to you. I am a professional arguer (if only it paid I would have retired nicely).


A good way would be to go along the lines of "the product is faulty and it is your fault therefore how dare you ask me to take it home and clean it, you are punching your weight way above your pay rate get me someone who actually knows how to do their job or get me a manager NOW"

Hope that helps

robpw2

unlike the other poster i would suggest you speak to them politly , and do not accuse them of anything

sayedrahul

robpw2 wrote: »

unlike the other poster i would suggest you speak to them politly , and do not accuse them of anything

Being polite did not get her/him anyway, why should they be when the idiots that work there told her to go home for a fault that wasn't theirs in the first place.

mimi1234

sayedrahul wrote: »

Being polite did not get her/him anyway, why should they be when the idiots that work there told her to go home for a fault that wasn't theirs in the first place.

OMG! You don't live anywhere near me do you? You should come with me? I totally agree with you, if they are selling an item which is not up to standard, it should be refunded. I was too polite and though I tried explaining I had already been told to bring it back, she was having none of it.

Definitely thinking about making a complaint. Brother dropped me off and picked me up today, so it was OK. Tomorrow, I will have to trundle all the way to the bus stop, which is bloody far, and then from where I get off the bus to Tesco. Not happy.

I don't understand why I should suffer for them selling a product which is not good! Boo. Hiss!!

sayedrahul

mimi1234 wrote: »

OMG! You don't live anywhere near me do you? You should come with me? I totally agree with you, if they are selling an item which is not up to standard, it should be refunded. I was too polite and though I tried explaining I had already been told to bring it back, she was having none of it.

Definitely thinking about making a complaint. Brother dropped me off and picked me up today, so it was OK. Tomorrow, I will have to trundle all the way to the bus stop, which is bloody far, and then from where I get off the bus to Tesco. Not happy.

I don't understand why I should suffer for them selling a product which is not good! Boo. Hiss!!

Haha nope I live in a non Tesco-nised Town (extremely rare we have a small one though its Sainsburys that dominates this Town). I had a similar problem with Ikea who refused to pick my product up and said that I would have to pay £60 pounds for the pleasure and also pay another £60 for a replacement to be dropped off and for a chest of drawers that cost me £200 I would have to pay an extra £120 sent an email to their headoffice and they offered a free pick up as well as replacing the whole drawer and offering a 20% refund. :money:

tbw

Mimi - they haven't got a leg to stand on over this! The bike is actually dangerous - the pedal flying off could easily have cut your leg/foot. They should be grateful that you are only asking for a full refund and that you haven't been hurt and possibly suing them for damages.

The woman you saw is clearly over full of herself and you should certainly insist on speaking to the store manager, getting all the necessary names/store details and, if necessary, taking the issue to Head Office. probably won't be necessary though - I expect the manager will be more sensible than to let this escalate.

Let us know how you get on.

J20BABY

Call HO, ask to speak to a manager, explain what has happened, be quite meek and upset about it and say how difficult it was for you to get it home, then get it back again, the state your carpet is in, how dissapointed you where in the SA's reaction and see what they say. Otherwise, do as I did and go and argue with them in store, then ring HO while stood in the way of CS so that noone else can be served whilst you are speaknig to HO or until it is sorted.

dmg24

sayedrahul wrote: »

Hi as far as I am aware as the product was faulty it can be under any state as they cannot sell this product on, therefore it does not matter what condition it is in, you need to state your case clearly and coherently DO NOT TAKE NO FOR AN ANSWER demand to speak to a manager, threaten to take her name down and report her, ask for the store number and her name, her department manager and the store manager if she refuses to get anyone down to speak to you. I am a professional arguer (if only it paid I would have retired nicely).


A good way would be to go along the lines of "the product is faulty and it is your fault therefore how dare you ask me to take it home and clean it, you are punching your weight way above your pay rate get me someone who actually knows how to do their job or get me a manager NOW"

Hope that helps

Did you get this from the book 'How to get banned from Tesco stores'? :cool:

mimi1234, you are in the right, but being argumentative is very likely to get you banned from the store. It would be worth calling customer service and asking them to call the store before you go, and asking for a named point of contact at the store.

sayedrahul

dmg24 wrote: »

Did you get this from the book 'How to get banned from Tesco stores'? :cool:

mimi1234, you are in the right, but being argumentative is very likely to get you banned from the store. It would be worth calling customer service and asking them to call the store before you go, and asking for a named point of contact at the store.

Getting banned for arguing your rights to a damaged product hmmmm I do hope you do not work in the retail sector, as long as she does not threaten them with violence or shouts abuse at them than there is no reason as to why she should be banned. The poster J20baby has got it spot on, enough of the niceties, what you have suggested will mean another day of her trudging down to Tesco to get it sorted.

Otherwise, do as I did and go and argue with them in store, then ring HO while stood in the way of CS so that noone else can be served whilst you are speaknig to HO or until it is sorted.

the_insider

What kind of dust is it that doesn't just hoover out?!