Right to Receipt

OLDMANNEREDGIRL

Had the most awful customer experience at Tescos at the weekend, but have a very specific question about a right to a receipt.

I had actually gone in for groceries and found a deal on a smart TV for £199 for a family member, so decided it would go on the credit card (new card deal so no interest for a while). The TVs weren't actually on the shop floor and took ages to get anyone, then he said he would have to leave to TV at customer services for me to buy, as they usually like having electrical goods on a separate receipt from your groceries (oh the irony). Anyway done my shopping and went to till to collect TV, paid on credit card and then noticed the price on receipt was lower than advertised on shop floor. So went back to electrical manager who said he would check price, but was immediately told by his co-worker that he had in fact lifted the wrong TV and he had not given me a smart TV - the boxes are identical except for a very minor image different on the front of the box, I could have made the mistake myself. So manager went and got me the right TV and back to customer services, where I was left in queue to swop the TV. As per standard they refunded the money from the wrong TV, scanned the new TV and I paid the difference.

Now this is where my issue lies - the sales assistant then proceeded to take my receipt for the right (smart) TV and tear the top of it off, as she said she needed it for her records in case her manager questioned why the TV had been returned. I was concerned and questioned this, as I needed the receipt for my guarantee, to which she replied that the barcode at the end of the receipt could be scanned by the store to see the item bought, however I insisted that I get the whole receipt as I had paid for the goods and the error in supplying the wrong TV had been their mistake - fast forward 30 odd minutes later and a manager who refused to come to the service desk, along with my fast defrosting groceries,, I stood my ground and left with my receipt, but I was wondering is this common practice in stores? Are you not entitled to a full receipt for your goods? I mean if the bar code gets at all faded over time surely you would need the detail of what you bought at the top to have a case in the store?

Inner_Zone

OLDMANNEREDGIRL wrote: »

I had actually gone in for groceries and found a deal on a smart TV for £199 for a family member, so decided it would go on the credit card (new card deal so no interest for a while).

OLDMANNEREDGIRL wrote: »

I mean if the bar code gets at all faded over time surely you would need the detail of what you bought at the top to have a case in the store?

Thermally printed receipts do fade over time, scan it and e-mail it to yourself for the future. £199 for a Smart TV you are likely to need it.

powerful_Rogue

OLDMANNEREDGIRL wrote: »

Had the most awful customer experience at Tescos at the weekend, but have a very specific question about a right to a receipt.

I had actually gone in for groceries and found a deal on a smart TV for £199 for a family member, so decided it would go on the credit card (new card deal so no interest for a while). The TVs weren't actually on the shop floor and took ages to get anyone, then he said he would have to leave to TV at customer services for me to buy, as they usually like having electrical goods on a separate receipt from your groceries (oh the irony). Anyway done my shopping and went to till to collect TV, paid on credit card and then noticed the price on receipt was lower than advertised on shop floor. So went back to electrical manager who said he would check price, but was immediately told by his co-worker that he had in fact lifted the wrong TV and he had not given me a smart TV - the boxes are identical except for a very minor image different on the front of the box, I could have made the mistake myself. So manager went and got me the right TV and back to customer services, where I was left in queue to swop the TV. As per standard they refunded the money from the wrong TV, scanned the new TV and I paid the difference.

Now this is where my issue lies - the sales assistant then proceeded to take my receipt for the right (smart) TV and tear the top of it off, as she said she needed it for her records in case her manager questioned why the TV had been returned. I was concerned and questioned this, as I needed the receipt for my guarantee, to which she replied that the barcode at the end of the receipt could be scanned by the store to see the item bought, however I insisted that I get the whole receipt as I had paid for the goods and the error in supplying the wrong TV had been their mistake - fast forward 30 odd minutes later and a manager who refused to come to the service desk, along with my fast defrosting groceries,, I stood my ground and left with my receipt, but I was wondering is this common practice in stores? Are you not entitled to a full receipt for your goods? I mean if the bar code gets at all faded over time surely you would need the detail of what you bought at the top to have a case in the store?

Legally a store does not have to provide you with a receipt.

daytona0

Let me bring up another point....

Tescos insisted that you pay for the item individually. Now, consider the possibility of you losing the receipt! Where is your proof of purchase (POP)? Yes, your proof of purchase is on your CC statement and also the CC company are jointly liable for the item!! WIN WIN! You just need to show the bank statement for the £199 item and hey presto there's your TV.

Now consider the possibility that your groceries were included and the grand total was £229. Do you suspect that there may be some additional hassle in locating the £199 transaction if your CC statement only lists £229? It is possible.

So I think you should give praise to them in fairness... They've made it pretty transparent for you if problems arise.


Also, you were presumably given a full receipt as you only need information to be able to locate the item (name of item, cost, date, time and ID). Whether they rip a bit off for audit purposes, or your daughter (for example) rips off a bit whilst messing round in the living room, does not impact on the fact that you have POP.

So, all in all you tied up a number of employees for 30 minutes and risked the defrosting of groceries all because of a non-issue. Bad times

Nessun_Dorma

daytona0 wrote: »

Let me bring up another point....

Tescos insisted that you pay for the item individually. Now, consider the possibility of you losing the receipt! Where is your proof of purchase (POP)? Yes, your proof of purchase is on your CC statement and also the CC company are jointly liable for the item!! WIN WIN! You just need to show the bank statement for the £199 item and hey presto there's your TV.

Now consider the possibility that your groceries were included and the grand total was £229. Do you suspect that there may be some additional hassle in locating the £199 transaction if your CC statement only lists £229? It is possible.

So I think you should give praise to them in fairness... They've made it pretty transparent for you if problems arise.


Also, you were presumably given a full receipt as you only need information to be able to locate the item (name of item, cost, date, time and ID). Whether they rip a bit off for audit purposes, or your daughter (for example) rips off a bit whilst messing round in the living room, does not impact on the fact that you have POP.

So, all in all you tied up a number of employees for 30 minutes and risked the defrosting of groceries all because of a non-issue. Bad times

What a thoroughly pointless and rude post. The OP has a genuine issue, with receipts from a store and you sit there pontificating on how they insisted on what is their right to a proof of purchase and accuse them of wasting the time of store staff, who should have done their freakin' job properly in the first place. What are you even doing on these boards?

Nessun_Dorma

powerful_Rogue wrote: »

Legally a store does not have to provide you with a receipt.

Since when?

Hermione_Granger

Nessun_Dorma wrote: »

What are you even doing on these boards?

Attempting to appear superior, something that is quite apparent when you read many of their previous posts.

Nessun_Dorma wrote: »

Since when?

They are correct. there never has been a legal obligation for retailers to give receipts.

mjm3346

Don't think the position has changed (no receipt required unless both parties are VAT registered and a receipt is requested) from this old thread


https://forums.moneysavingexpert.com/discussion/4707573

paddyrg

Nessun_Dorma wrote: »

Since when?

Since the days of barter, as I understand it. If both parties are VAT registered there is a legal obligation to provide a VAT invoice, but that's a different matter. It's common and good practice, but not a legal requirement as I understand it

mjm3346

From the MSE/Resolver site

While a shop does not technically have to give you a receipt,

http://www.resolver.co.uk/consumer-rights/high-street-receipt-not-provided-complaints

neilmcl

Nessun_Dorma wrote: »

Since when?

Since always.