Tesco - no refund on faulty goods

Miss_Pixie

I wonder if anyone could help.

Before Christmas, Tesco Direct had a "3 for 2" promotion on board games and electronic games, which I used to buy some Christmas gifts.

One of the electronic games has a fault on it, so I took it back to exchange it. The new game has the same fault on it, so I suspect it must be a faulty batch. I took it back this morning and asked for refund.

Tesco have said because the toys were on 3 for 2, I'm now returning the free item, so they cannot give me a refund. Is this correct?

I'd rather have a refund or gift card and let my son pick another toy, than risk taking another faulty electronic game, but they said I couldn't do this.

dmg24

In this situation, you would need to take back all three to get a refund (for two). Alternatively, they could have offered you a pro rata refund (two thirds of the selling price of the item).

Hopefully the new game will work ok ... x

Miss_Pixie

Thanks. I cannot take all 3 back. My son got one game and the other two went as gifts to different relatives, so I can't ask for them back now!

I'll have to take this faulty game back and see if they can replace it for one that works.

System

can they not exchange it for a similar priced item ? other than than i dont see how you can get a refund on a "free" item.

Chas

I think Tesco are pulling a fast one here, either that or you've just been unlucky enough to be on the receiving end of a jobsworth Customer Service assistant.

Why does it have to be the faulty item which was the free one?

Was the faulty item the cheapest of the three? If so, then the faulty item would have been the free one as it's usually the cheapest one free.

However, the promotion stated buy two, get one free. You've paid for two items so you are entitled to three working items.

If Tesco cannot provide a working replacement then I think you should be offered a refund of one third of the total amount paid.

hollydays

try exchanging it again-looks like you have no other choice.

Chas

The other option is to ring Tesco's Customer Service department in Cheshunt & ask them what their policy really is.

Miss_Pixie

Thanks for your help. I'll try again and see what happens.

The item wasn't the cheapest one out of the bundle, and the cost of it isn't listed as the free on one the bottom of the reciept under "savings". That's why I think it is harsh for them now to say it is the free item and therefore I can't have a refund or choose another toy of a similar value.

Mrs_B_12

If you have the receipt and it shows the value of one of the other items as being free I think they're in the wrong and the should replace it with something else of the same value or vouchers.

SaraSeahorse

surely even if it is buy two get one three all three have to be of merchantable quality blah blah

I understand them maybe not giving you a cash refund but a tesco voucher or a non faulty game to the same face value should be expected.

madtrekker

If the product hasn't been reduced in the sales, why not try taking it back WITHOUT the receipt. That way they'd have no idea that you'd bought it as part of a 3 for 2 promo and should let you exchange it for something of the same value. I'm always taking stuff back without the receipt because I can't find it! Of course, if the product is now 1/2 the price you paid for it, this won't be worth doing.