Tescos Claim advice needed please!

Emmab19973

Hello all MSE,

I have a problem with Tescos and I have NO idea where to start, what area to ask this in etc, in September I was making a coffee with our trusty cafetiere we purchased from Tescos, long story short, it exploded on me, the cafetiere has a hole at the base, the boiling coffee spilt out and I got burnt quite badly. I'm not sure if i can add photos on here? But I had a blistered scar, looked lovely about 15 cms long across the top of my waist area.

I took the cafetiere into Tescos and the ladies on customer services were lovely, I gave my relevant information and waited for Tescos to come back to me.

After exchanging numerous emails, photos to show my scar, photos of said cafetiere etc , they told me keep receipts as I had to buy bio oil and bits of bobs, this morning they finally sent me an email stating the cafetiere even though may of been purchased from their store, was not their brand and that is basically it.

They are demanding a receipt, which I am pretty sure I don't have, but I obviously have numerous purchases made from Tescos on my bank account, I am happy for them to check and I have also said the item would of been used against my clubcard account, surely it would be on there?! I have asked them to check this on nearly every email but this keeps being ignored?

Anyhow, if the item was purchased in a Tescos store but not a tescos brand? what do I do? Can they pass the buck so to speak ? Any help would so much appreciated!!

no1catman

They can't individual items, on Clubcard.


Any item subject to guarantee, the receipt is the key to any action in relation to the guarantee, it is 'proof of purchase'. In no part of the Clubcard details will it tell you that the use of the card fulfils that function.
If it was an electrical item - the Technical Helpline, may be able to trace it with a CC, but anything else.


Likewise, if it was a recent transaction 7 - 10 days, with some time details, a store can do re-prints.

Emmab19973

But Tescos can tell me when I've purchased a packet of lockets on my favourites list? So they must have the ability to search all items as it ties up with my tesco online account? I probably bought the cafetiere a couple of months ago, it would of been on my debit account but I do go to tescos more than once weekly!

EdGasket

I think without a receipt it will be difficult unless you can get Tesco to oblige by checking their records. You might be able to claim something for injury from the manufacturer; your household contents legal insurance (if you have it) may cover you to make a claim for this; try contacting them.

magpiecottage

This is really a legal, rather than an insurance, issue.

If Tesco sold a faulty product to you then they are liable although proving it can be difficult.

However, if you can provide the reference of the transaction on your credit card/bank statement, they can look into it further.

dacouch

Actually I think Tesco can confirm via your Clubcard that you purchased the item there.

The raison d'etre of the CC is to gain as much information about each customer so they can successfully market to you.

The data they hold is sufficient for them to identify things such as if you're a diabetic etc from the items you buy and then target you with linked purchases.

If they play hardball you may need to hit them with a Subject Access Report which will cost you £10 and they then release virtually all the data they hold on you.

Do you have Home Insurance? Some will include free legal advice and you may also have cover for them to pursue Tesco for compensation if you have the correct cover and a reasonable chance of success.

Emmab19973

Thank you all very much for your replies, much appreciated! I will look into my home cover tomorrow!

magpiecottage

dacouch wrote: »

Actually I think Tesco can confirm via your Clubcard that you purchased the item there.

The raison d'etre of the CC is to gain as much information about each customer so they can successfully market to you.

The data they hold is sufficient for them to identify things such as if you're a diabetic etc from the items you buy and then target you with linked purchases.

If they play hardball you may need to hit them with a Subject Access Report which will cost you £10 and they then release virtually all the data they hold on you.

Do you have Home Insurance? Some will include free legal advice and you may also have cover for them to pursue Tesco for compensation if you have the correct cover and a reasonable chance of success.

Good thinking

If the OP wants to pursue the complaint, a DSAR saying they particularly want all records of all purchases recorded on the club card would be a good start.