Before I fire off a letter to Tesco

bylromarha

please assure me I read Martins guide correctly.

Daughter chose a £5 t-shirt in Tesco half price kidswear sale 18th June. Checked label for wash instructions as it was new, and washed according to label. Motif on front washed off on it's first wash.

Took back to Tesco with my receipt - they would only offer me an exchange up to the price I paid - £2.50. Obviously not enough to buy a new t-shirt. If I wanted to replace the faulty item I had bought, I would have to pay £2.50 extra towards its cost.

So I asked for my money back. Refused point blank. Line manager said her manager was in a "don't know how long they'll be" meeting. I quoted sale of goods act at them. Well Tesco policy says you can only have an exchange :eek: And as this is the first one we've had returned, this must be a 1 off problem, and was I sure I followed the washing instructions?

She genuinely looked surprised when I asked her if she really thought Tesco policy should be taken over UK law.

So before I write my stroppy letter to head office, have I read the guide correctly?

And before people start posting that it's only £2.50, yes I agree, but Tesco do not run the UK, yet...

unholyangel

AFAIK tescos policy is exchange IF there is no receipt.

You're right in saying any stores policy (or even terms and conditions you agree to) cannot remove or restrict your statutory rights.

If rejected within reasonable time as faulty, you should be given a full refund. The problem is the law doesnt define what "reasonable" is. After a reasonable time has passed, the customer can request a refund, replacement or repair but the retailer can refuse if one is disproportionately costly......however they are offering you a credit to the value of £2.50 yes? If so, i dont see how that is disproportionately costly to them refunding you £2.50 =/

Perhaps call and ask to speak to the manager. Explain you tried to return it and the response of the assistant, and that you had asked to speak to them but were told they were in a meeting. Perhaps even explain you've always found the staff in that branch helpful and hoped it was a misunderstanding.

Valli

It is faulty - they could REPLACE it with another one or refund what you have paid.

You have the receipt; there should not be an argument.

What Tesco's exchange policy is has no bearing whatsoever - that is a 'change of mind' exchange policy.

YOU are returning goods as not fit for purpose. So you are entitled to replacement (if they have the same/equivalent goods available) or refund. End of.

Having said that I would photocopy receipt, take a picture of the damage and write. And I'd be surprised at a mere £2.50 refund;)

bylromarha

Thanks both.

Thought I was right on this, but always prefer to check than look a muppet!