Tesco Customer Services says no refund on faulty goods if no receipt!

tagz

Hello

Last month I bought a set of knives from Tesco and over Easter the black grip on the handle of one of the knives has peeled off. I rang Customer Services to inform them and was told to take the set back to the store with the receipt. My OH unpacked and in a fit of recycling threw away all the packaging and the receipt. When I told the lady this she said that they would not give me a refund. I said as the goods were faulty and were a Tesco own brand product (new range too!) surely I didn't need it. However she insists that it is Tesco's policy not to refund an item without a receipt even if it is faulty. Does the Sale of Goods Act allow them to have this policy?

dmg24

You do need proof of purchase in order to assert your rights under SOGA.

Do you have a credit/ debit card statement?

Even though the goods are Tesco branded, they could have been stolen/ bought from ebay etc (not saying you did!).

tagz

The knives were one amongst loads of items on the receipt so the total on the debit card wouldn't prove the purchase. Got them whilst doing a big shop.

tagz

....however I did use my clubcard. I wonder if it would show up under my account on their records?

uktim29

I was going to give the reason for this as Dmg24 did. When I use to work in retail every now and again people would nick stuff then try and bring it in for a refund. Thats why some sort of proof of purchase is needed.

dmg24

If the card statement shows a reference they can trace it from that. Alternatively, they should be able to trace it from your Clubcard details, though both might take a bit of time.

LilMissEmmylou

i got cheesed off over this too, when we moved FIL threw out all my boxes... which you guessed it - contained all my guarantees (still cheeses me off to this day as u never know when u need them!) and my hand blender broke.. it too was tesco own brand and only a few weeks old but they refused to exchange it and i had to give up and buy another never thought of the clubcard thing though so good luck with that

tagz

What gets me is that I actually want a replacement but she didn't listen!

Altarf

Tesco are incorrect. All you require is proof of purchase, and that can even be someone who witnessed you purchasing the goods.

http://www.rhondda-cynon-taff.gov.uk/stellent/groups/public/documents/hcst/content.hcst?lang=en&textonly=false&xNodeID=787

"Do I need a receipt to get a refund?
Basically, the answer is no but you will need another proof of purchase. This could be a bank statement indicating the purchase, credit card counterfoil or even a witness who saw you make the purchase. A receipt however is obviously the best proof of purchase you can get so look after it until you are sure that the goods are okay."

chuckley

if u have no proof of purchase they cant help u, for all they know u nicked it.

uktim29

Altarf wrote: »

Tesco are incorrect. All you require is proof of purchase, and that can even be someone who witnessed you purchasing the goods

I know you've found a link suggesting a witness is ok but sometimes even sites like that can get their information wrong.

All it would take is 2 shoplifters to take advantage of that. So I very doubt it's correct.