PLEASE HELP! I need advice about Tesco & Statutory Rights

scraptrap

Not sure if this is in the right place so apologies if it isn't...

I'm hoping there will be someone out there more 'in the know' about Tesco policy and Statutory Rights than I am because I've just got back from Tesco and I don't know if I feel like crying or yelling!

I bought my Dad a cd for xmas (Katherine Jenkins Serenade). It was in one of those plastic boxy things on the shelf in Tesco which the check out lady removed when we bought it.

Long story short. Dad already has this. So I thought I'd take the cd back and buy some wine glasses (still from Tesco) for him instead to go with the wine charms I've made him.

Today the girl in Tesco said she couldn't give me a refund if the cd wasn't wrapped in celophane. I said that it wasn't in celophane when i bought it so what was the procedure in that case? She said no refund. I asked if there was anyone else I could speak to. I eventually spoke to a Non-Food Manager who just kept repeating the same thing over and over to me:

'It's copyright Law. You can't have a refund and can only exchange for another cd'

I appreciate that it must be a nightmare with it being so easy to copy cds and the artists have to protect their earnings etc etc. But surely it was the same situation with tape cassettes and LPs?

I'm not really sure where I stand in terms of my rights. Can Tesco say that I can only exchange it for another cd and nothing else? If they state they can only accept cds for a refund if they are still wrapped in celophane, surely they should be wrapped in celophane in the first place or there should be a sign of some sort by the cds before you buy them?

I feel a bit miffed. Please can anyone give me any advice?

d.o.o.g

Tell them the CD is faulty and ask for a replacement (in cellophane) then wait a day and bring it back and ask for a refund.

thriftyjo

Poor you sounds like an awful monday morning!

Did the CD not have any cellaphane when you bought it ? If not what did they say to that?

Are there other CDs wrapped in cellaphane ?

It might be worth asking to speak to the store manager and explaining the situation.... Ask for the address for their complaints Dept if you have no joy ... Good luck!

scraptrap

That's just it though, none of them were in celophane! They were just in those plastic box things like the razor blades etc.

According to the manager I would never have been able to bnring it back for a refund but didn't realise this at the time of buying it.

I'm so disapointed.

Def buying my Crimbo shop from Asda this year!

Ivrytwr3

i think it would be a call/email to tesco customer services. I have taken things like this back before and have had no problem. You may have just been hit with a person having a bad day and rather than belittle the staff member the manager decided to back them (imagine the staff member's problem if the manager decided to side with you?)

Or take it back to a different Tesco

or sell it on Ebay

scraptrap

Thanks! Just got the Cust Services number from Tesco website and spoke to a very helpful lady who is now contacting the Stevenage store to try and sort it out.

She said they are receiving loads of calls about this problem bringing back cds and said she can't understand why they are doing it. So FINGERS CROSSED she'll come back to me with some good news soon.

Thanks for all your help. I have dried out from the drenching trip into town in the pouring rain and so don't feel half as emotional as I did half an hour ago! :rotfl:

samarnesen

dont know anything about their policy
just wanted to say glad youre feeling a bit better and hope it gets sorted out

LittleBill

Hello ...

I think this is dreadful and have every sympathy for you ... I had a similar incident in the summer ... I bought a CD and wanted to take it back ... I hadn't even opened the box ... It was Johnny Cash and I found you could buy it 3 pound cheaper on Tesco Jersey ... I took it back and they opened it to see if it was ok ... and the case was broken inside ... it fell in half!

They said they couldn't accept it back in 'such a state' .... even though I expalined that was the condition I had bought it in though had only just found out! .... I eventually swapped it for another CD but with them making me feel like a criminal!

I think Tesco's policy on this is *!?* .... They assume everybody is a fraud automatically! ... I would send it back to Tesco Head Office with an accomanying letter explaining how you were made to feel like you had copied and returned it! Let them know that if they choose to enforce this 'in cellophane' policy ... then they should only sell CD's in bl**dy cellophane ...

I advise you in future ... if you have to buy instore ... and I won't now ... to take the CD in it's protective box to CS to open and if it is in any way 'used' or abused ... refuse to accept and demand another cellophaned copy ... if they don't have one then an immediate refund ...

Rant over

weemee

Just to confirm this thread for anyone reading so no one misunderstands where they stand;

Tesco were in no way legally obliged to take the item back. Even if the item was fully wrapped (if it had been already) and totally unused the OP had, legally speaking, no right of return.

Thankfully most stores operate a returns policy from a customer services point of view. Generally speaking detail of these policies can be found on the back of your receipt!

sainthalo

If you want to vent your frustration and seek some more info from Tesco staff and customers try posting on here:

https://www.tesco-complaint.blogspot.com

barginunter

The same thing happened with a PS2 game I bought. Told them it wasn't in cellophane when I got it. The manager told me all about their policy (which I suppose is understandable). He said ALL their games and cds etc are shrink wrapped.
I went over to the games section and selected 3 or 4 which also were not in cellophane and took them to the manager..... I got my refund.