Moral dilemma

larkim

Bought (using the tesco's vouchers promotion) a £70 toy from Tesco online a couple of weeks ago. When we went to pick it up, we were advised in the store that the goods hadn't been delivered to them, and it appeared that they had been stalled in delivery at a staging warehouse as the goods had been damaged in transit.

We phoned customer services to see what the score was, as advised by the store, and they advised that the product was now out of stock and wouldn't be back in stock before Christmas. They offered a full refund, which we accepted gratefully as it effectively converted the vouchers into cash; praise be to Tesco!

We then sourced the toy from another shop (Argos).

At the weekend we placed a new order with tesco, and went to pick it up yesterday. When we got it home, we discovered that it was in fact the toy that had apparently been damaged in transit (and carried a transit date which matched the original expectation, so perhaps it had just sat in the warehouse for a bit in error).

We have several choices:-
- return to Tescos, explaining fully, and try to get them to take their money back too
- keep the Tescos item, return the other to Argos and get a refund on that
- keep both, and keep quiet (not sure that we want both, we could donate it to a charity though)
- wait and see if the barcoding / signing process at the Tesco store prompts them to look at the transaction again and then go along with whatever they say when they unpick it properly

What would you do? What would be obliged to do?

Matt

fluffnutter

I'm a little bit confused. You say 'At the weekend we placed a new order with Tesco'. What was the order for? Surely you didn't reorder the same toy that you'd managed to find in Argos? So why did this new order end up being the original item? Are you still waiting for an order from Tesco?

Aytoun27

I'm confused too!

You ordered from Tesco who didn't deliver so you obtained a refund - fine so far.
Then you purchased the toy in Argos (I assume using the refund money from Tesco) - fine again.
Then for some reason you reordered the same toy from Tesco? I assume that you would have had to pay for the toy when you reordered it? so now you have two and you've paid for two, one from Argos and one from Tesco?

larkim

No, just to clarify - the second order with Tescos was for something completely different, the only reason I mentioned it was that it was the reason for us turning up at Tescos for a second time.

When we turned up we were given a sealed package which we didn't check in store - got home and found they had given us the wrong item, but rather than it being someone else's item, it was "ours" that we'd ordered earlier in the month. Of course, we will be heading to tesco today to get the "right" second order.

Matt

bb999

I guess OP ordered something else from Tesco, & when they went to collect it, they got the original toy.
What is not clear is whether they also got what they ordered this time.

If Op has everything I would try the return to Argos route, as I would be amased if Tesco realise their error.
I will Probably be slated for not doing the 'moral' thing, but Tesco can afford it!

bb999

larkim wrote: »

No, just to clarify - the second order with Tescos was for something completely different, the only reason I mentioned it was that it was the reason for us turning up at Tescos for a second time.

When we turned up we were given a sealed package which we didn't check in store - got home and found they had given us the wrong item, but rather than it being someone else's item, it was "ours" that we'd ordered earlier in the month. Of course, we will be heading to tesco today to get the "right" second order.

Matt

That changes things slightly, and your easiest thing would be to tell them what has happened. If you say you have got the wrong item they will need it returning.

FunnySaving

bb999 wrote: »

I guess OP ordered something else from Tesco, & when they went to collect it, they got the original toy.
What is not clear is whether they also got what they ordered this time.

If Op has everything I would try the return to Argos route, as I would be amased if Tesco realise their error.
I will Probably be slated for not doing the 'moral' thing, but Tesco can afford it!

Tesco can only 'afford it' by building the cost of this kind of loss into the prices they charge every shopper.

larkim

bb999 wrote: »

That changes things slightly, and your easiest thing would be to tell them what has happened. If you say you have got the wrong item they will need it returning.

Apart from the fact that they are quite lax at the store that we have stuff delivered to. When you come to pick up the delivery they say "have you got proof of the order" and you wave a piece of paper about and say "yes". They don't check it, and just ask for your name and the number of expected packets so that they can get the order out of the back of the store.

So when we turn up today with the right order number (just in case) and give our name, they should find the "right" second order without any issues.

I think the error that they made in giving us the "wrong" item yesterday was just carelessness on their part; they didn't know there were two parcels addressed to us there, so when they went looking for one packet, they found one and handed it over, not expecting to see two there in the first place.

Matt

bb999

FunnySaving wrote: »

Tesco can only 'afford it' by building the cost of this kind of loss into the prices they charge every shopper.

By loss, I think you mean 'inefficiency'.

Whilst I agree in principle with what you say, £70 lost for 1 toy (probably £30 ish cost) is not going to make the slightest difference. And I know the theory, all these little bits add up, but in reality most of them will always be there and so will always be built into the price we all pay.

fluffnutter

I'd probably just return the toy advising that they'd already given me my money back and make sure the second item was still on order.

unholyangel

bb999 wrote: »

By loss, I think you mean 'inefficiency'.

Whilst I agree in principle with what you say, £70 lost for 1 toy (probably £30 ish cost) is not going to make the slightest difference. And I know the theory, all these little bits add up, but in reality most of them will always be there and so will always be built into the price we all pay.

by "inefficiency" i think you mean "dishonest customers who are bordering on thievery" - being that they are using dishonest means with the intent to permanently deprive the other of their goods