Fobbed off by Tesco regarding product damage - what to do?

blue_monkey_2

Hi guys,

I am not ure what board I should post this kind of stuff in (maybe a legal questions board would be good?) Please move if needed Mods, thanks.

About a year back I asked if anyone else had a problem with Tesco Colour Powder. Basically, where my son was just starting to feed himself with liquid type food (yogurt or porridge for example) when it dripped down his tops and then when washed in this Tesco Colour Powder it turned the stain white.

I took the clothes off to Tesco and then they asked me for a sample which I gave them along with the copy of the complain letter and request for sample (this went on over 6 weeks and I stopped using the powder) but they had no record of my complaint at their stores and I left the powder with a copy of the letter asking for a sample. When I went into the store to take the clothes the CS lady told me she had the same problem and had stopped using it. Before taking them to Tesco I replaced clothes thinking the problem was mine because it was really noticeable and I was not having my son wear clothes that looked like that. of course, when I changed powders I realised that the problem was not mine as when I changed powders the problem stopped. During this time of course I ended up having to replace all of his tops and some trousers and these do not come cheap.

Now, 9 months on I have complained that it is taking too long as no-one returns my calls or they tell me they are waiting for a report from the supplier and will call me back but never bother. So I had enough and addressed my letter to Terry Leahy instead and he has replied. I asked for £150 that was to cover each childs clothes to be replaced during this period (I had 2 under 3's at this time - they are messy) and £100 for inconveneince due to the length of time and the number of times I have had to call and be fobbed off by them and not had messages returned, etc...

Well, this week I have received the grand sum of £50 which doesn't even cover the cost of the clothes I left at Tesco for examination let alone the others that I replaced over the 6 weeks before this. I have looked for the clothes I might have left here but am guessing I have used them as rags or have them well stored as I cannotfind them and they now have the only clothes with evidence on them being these bleach marks. I am so annoyed. What do you think my next move should be? I am in the middle of the letter but what can I tell them? He has suggested that it is bleach or a household cleaner that I have not nocied (over 6 weeks, and on kiddies clothes, sure!) - I am going to point out that these are toddlers clothes and you can see on the clothes that they are food marks and why would food have bleach in them? Can I do anything without having the evidence to take them to court and get this money for my clothes. I do not think I am being greedy as I had to replace loads of clothes during this time - anything that was not white was getting these bleach marks down the front as my son refused point blank to wear a bib when he was a baby and toddler. They tell me that they will not take responsibility for the damage caused to the clothes. Tesco tell me that the £50 is an apology for the inconvenience.

Why do they always fob you aff these big companies and say it is not their fault. Surely if they sell a branded product and it goes wrong it is their fault? Should I ask for the name of their supplier and go to them? Can anyone offer any suggestions as I want to tell them that the £50 card voucher does not cover the clothes I had to replace but my letter is getting a bit sarky and I did not want to put it across like that. Any assistance on what I do from here would be appreciated. Thank you.

shaggy

theres a very good Consumer rights discussion here:
http://forums.moneysavingexpert.com/showthread.html?t=108335

You might get more response in that thread :A

ben500

blue_monkey wrote: »

Hi guys,

I am not ure what board I should post this kind of stuff in (maybe a legal questions board would be good?) Please move if needed Mods, thanks.

About a year back I asked if anyone else had a problem with Tesco Colour Powder. Basically, where my son was just starting to feed himself with liquid type food (yogurt or porridge for example) when it dripped down his tops and then when washed in this Tesco Colour Powder it turned the stain white.

I took the clothes off to Tesco and then they asked me for a sample which I gave them along with the copy of the complain letter and request for sample (this went on over 6 weeks and I stopped using the powder) but they had no record of my complaint at their stores and I left the powder with a copy of the letter asking for a sample. When I went into the store to take the clothes the CS lady told me she had the same problem and had stopped using it. Before taking them to Tesco I replaced clothes thinking the problem was mine because it was really noticeable and I was not having my son wear clothes that looked like that. of course, when I changed powders I realised that the problem was not mine as when I changed powders the problem stopped. During this time of course I ended up having to replace all of his tops and some trousers and these do not come cheap.

Now, 9 months on I have complained that it is taking too long as no-one returns my calls or they tell me they are waiting for a report from the supplier and will call me back but never bother. So I had enough and addressed my letter to Terry Leahy instead and he has replied. I asked for £150 that was to cover each childs clothes to be replaced during this period (I had 2 under 3's at this time - they are messy) and £100 for inconveneince due to the length of time and the number of times I have had to call and be fobbed off by them and not had messages returned, etc...

Well, this week I have received the grand sum of £50 which doesn't even cover the cost of the clothes I left at Tesco for examination let alone the others that I replaced over the 6 weeks before this. I have looked for the clothes I might have left here but am guessing I have used them as rags or have them well stored as I cannotfind them and they now have the only clothes with evidence on them being these bleach marks. I am so annoyed. What do you think my next move should be? I am in the middle of the letter but what can I tell them? He has suggested that it is bleach or a household cleaner that I have not nocied (over 6 weeks, and on kiddies clothes, sure!) - I am going to point out that these are toddlers clothes and you can see on the clothes that they are food marks and why would food have bleach in them? Can I do anything without having the evidence to take them to court and get this money for my clothes. I do not think I am being greedy as I had to replace loads of clothes during this time - anything that was not white was getting these bleach marks down the front as my son refused point blank to wear a bib when he was a baby and toddler. They tell me that they will not take responsibility for the damage caused to the clothes. Tesco tell me that the £50 is an apology for the inconvenience.

Why do they always fob you aff these big companies and say it is not their fault. Surely if they sell a branded product and it goes wrong it is their fault? Should I ask for the name of their supplier and go to them? Can anyone offer any suggestions as I want to tell them that the £50 card voucher does not cover the clothes I had to replace but my letter is getting a bit sarky and I did not want to put it across like that. Any assistance on what I do from here would be appreciated. Thank you.

Write to them and request the return of your clothes for analysis to support a comlaint against them in the small claims courts, they'll probably get a little shltty but stick to your guns, outline the fact that you are insulted by the paltry amount they have offered to them in respect of the amount of damage sustained using the value of the clothes currently in their possesion as an example and pointing out that they do not represent your total loss, this should at least generate a more serious response than the fob job they have sent you so far, let us know how you get on, try contacting watchdog if all is as you say I'm sure they have had similar complaints or would at least take some interest.

blue_monkey_2

Thank you so much for your responses, they have been most helpful. I was typing the letter thinking that maybe I was being ungrateful as well and thought I should just accept it but I was mad at how much they offers, it just seemed like a bit of a smack in the face (maybe it was because the clothes I took back were Next and not Tesco - oops, LOL). I will also check out that consumer thread, thanks very much for your help, I will indeed be asking for the clothes back and see what they come up with. If they refuse to give them to me, would this support my caim in the small claims court? I did actually threaten them with this for the money as it had taken so long and I was being fobbed off time and time again which is why I got the response from Terry Leahy - apparently this came from the top (OK, written by his secretary and 'maybe' signed by him!!) as this is where I addressed it and told the oik who ignored my calls and never returned my calls for 9 months that I was now addressing my complaints to him instead as I might get an answer!!

simate

If they don't return the clothes you could replicate the problem with some older clothes you don't mind getting spoilt thus having new evidence (assuming Tesco haven't changed the ingredients in this time) and get trading standards or even Watchdog involved.
We stopped using Tesco Colour Powder because it didn't get anything clean!

blue_monkey_2

We stopped using Tesco Colour Powder because it didn't get anything clean

Was this about a yearago as well? I used it for years because my daughter had sensetive skin and we founf this did not affect it. To be honet, i was so disappointed that it did this as it meant changing but anyway... to be honest I don't think I would like to. Imagine if it got to court and they saked for the clothes and then found that it was my fault. EToo emarrassing. I might go have a look around though and see if I can find anything at the back of the wardrobe that I might of missed while I am waiting for them to get back to me. I figure I'll have a few weeks grace before he does, so at least I could start looking.

I would of assumed that they have done something after this time as 3 people I know who used to use it (including you) stopped doing so as it was pants. It is even made by different suppliers and this is why they asked me for the box so they could trace the supplier. Who knows, it's just their attitue that stinks! In all honesty, I would not even of minded if they had said to me, look brings the clothes that are ruined into us, we are very sorry we will replace them with Tesco Clothes but I never even had this offered to me, they just took them - although I do have a note to tell me what clothes were taken and I am 99% sure I still have this tucked away.

simate

blue_monkey wrote: »

Was this about a yearago as well? I used it for years because my daughter had sensetive skin and we founf this did not affect it. To be honet, i was so disappointed that it did this as it meant changing but anyway... to be honest I don't think I would like to. Imagine if it got to court and they saked for the clothes and then found that it was my fault. EToo emarrassing. I might go have a look around though and see if I can find anything at the back of the wardrobe that I might of missed while I am waiting for them to get back to me. I figure I'll have a few weeks grace before he does, so at least I could start looking.

I would of assumed that they have done something after this time as 3 people I know who used to use it (including you) stopped doing so as it was pants. It is even made by different suppliers and this is why they asked me for the box so they could trace the supplier. Who knows, it's just their attitue that stinks! In all honesty, I would not even of minded if they had said to me, look brings the clothes that are ruined into us, we are very sorry we will replace them with Tesco Clothes but I never even had this offered to me, they just took them - although I do have a note to tell me what clothes were taken and I am 99% sure I still have this tucked away.

Yes it was about a year ago funnily enough, not only did it not get clothes very clean but when they were taken out of the machine they didn't even smell all that great. We went back to Daz powder and more recently Daz liquid which is excellent.

If Tesco say they can't or won't give you your property then it doesn't seem at all unreasonable for them to give you the money to have them replaced. They've probably lost them after all this time or they might even still be at the store you took them to which wouldn't surprise me at all.

If you get no joy then I would seriously consider the trading standards and/or Watchdog route as you've got nothing to lose by doing so. Make them aware if you choose to do so too as they may decide to cough up after all because they won't want the bad publicity.

snu

just a thought...
Have Tesco actually said that the complaint is complete.
by the sounds of it the giftcard could be given because of the inconvience and because it's taken a while to sort out.
You can ring head office and check the status of the enquiry (you're able to see information written about you).
They will probably replace the damaged clothes and string out some templated letter about suppliers and quantitys, and sometimes they send a gift card for inconvience.
It seems as though this has gone on for long enough, they should have resolved this with you by now.
Good luck.

blue_monkey_2

Well, today the clothes have arrived with me - before my asking (I wonder if they read this!), We have looked at them and the stains have all but faded now because they have been sat for so long so it looks like I am going to be able to do sod all about it now. I would even let my son wear the clothes as they are as they look clean. I don't get it unless they rewashed them. Funnily enough, they do smell clean even though Tesco have had them for 9 months. Weird or what.

So, thanks for all your replies but it looks like I am stuck with accepting the £50 as the court would probably wonder what I was talking about. showed my husband and he could not even see the marks unless we held them to the light and I certinaly would not have wasted my time taking them into Tesco like that. I am stumped and can only assume it is how long they have had them for. Very weird!

Thanks for all the advice though - I am glad it was not just me that thought the powder was good once and then was rubbish overnight. I might have thought I was imagining it otherwise!!

ben500

blue_monkey wrote: »

Well, today the clothes have arrived with me - before my asking (I wonder if they read this!), We have looked at them and the stains have all but faded now because they have been sat for so long so it looks like I am going to be able to do sod all about it now. I would even let my son wear the clothes as they are as they look clean. I don't get it unless they rewashed them. Funnily enough, they do smell clean even though Tesco have had them for 9 months. Weird or what.

So, thanks for all your replies but it looks like I am stuck with accepting the £50 as the court would probably wonder what I was talking about. showed my husband and he could not even see the marks unless we held them to the light and I certinaly would not have wasted my time taking them into Tesco like that. I am stumped and can only assume it is how long they have had them for. Very weird!

Thanks for all the advice though - I am glad it was not just me that thought the powder was good once and then was rubbish overnight. I might have thought I was imagining it otherwise!!

Oh well I hope the clothes still fit after all that time, if they do make sure you don't hold your kids up to the light or the neighbours might notice and think your a plkey

Crabman

When a company has a monopoly in all but name, they can well-afford to take on such attitudes.

Fact: Tesco employs more staff than the NHS :eek: