Trying to return faulty kettle - where to go next?

sheperdspie

2 months ago I purchased a kettle from Tesco. Yesterday it stopped working. I tried to take it back to the store for an exchange but they refused to take allow this as I did not have the receipt - I did have a credit card statement and also suggested they could find the purchase via clubcard but they told me they only kept clubcard details for 7 days (!)

I emailed customer services as a follow up (and to query the clubcard details not being kept). They contacted me via phone to advise me that I should contact the manufacturer directly as the sale was more than 28 days ago. When I mentioned the Sale of Goods Act I was told that only applied for the 28 days and after that it was the manufacturer's responsibility as that was the point of the guarantee.

So basically Tesco have washed their hands of the case, I still have a faulty kettle and don't know how to proceed, especially in the case of the woeful lack of knowledge about the SOGA by their customer service representative.

Any suggestions?

Darksun

Have you tried contacting the manufacturer, and will they help you without the receipt?

Yes, technically under the SOGA Tesco are liable, but you might end up saving yourself a lot of time and effort if you just go through the manufacturer rather than trying to force Tesco to do something for principle reasons

flashg67

I'd stick to your guns and/or raise a proper complaint with Tesco. We can't allow these big companies, as useful as they are to us, to ignore the law. Proof of purchase is all that's needed and Tesco need to be reminded of this by you.

Just my opinion mind!

[Deleted User]

If you buy goods from a trader, the Sale of Goods Act says they must be:

• Of satisfactory quality - the product you buy should be reasonably reliable.
• Fit for purpose - it should perform the function you bought it to do.
• As described - it should be exactly what the trader told you it was.

You would clearly expect a new kettle to last longer than two months and your contract is with the seller and NOT the manufacturer. Tesco should either refund, or as you don't have a receipt possibly give you a credit note, but they ARE obliged to do something. If they don't want to, go to your local Trading Standards Office.

funkycoldribena

Darksun wrote: »

Have you tried contacting the manufacturer, and will they help you without the receipt?

Yes, technically under the SOGA Tesco are liable, but you might end up saving yourself a lot of time and effort if you just go through the manufacturer rather than trying to force Tesco to do something for principle reasons

And this is why these problems occur.Principles or not its Tesco who should rectify the problem,you shouldnt let them wriggle out of it.