Help - Tchibo won't give me a refund

bionic_woman

Last year (May 2007) I purchased a set of kitchen digital weighing scales from Tchibo which cost £17.50. At the time I was told they had a 3 yr guarantee and if I had any problems to return these to any Tchibo store.


The item stopped working at the end of the year and on 2nd Jan 2008 I took the item back to a Tchibo store, where I was informed that it would have to be sent off for repair. I was given a receipt and was told that I would have the item back within 28 days.
In February I not had heard anything at all from Tchibo and contacted them. I was told the item could not be located but to be assured that some one would call me back within the week to update me and the item was probably at its repair service in Germany.


Needless to say I never heard from Tchibo and despite numerous phone calls where I was promised someone would call me back, no one could update as to where my item was or what was happening. I was told I couldn’t have a refund as they didn’t have the item. Eventually several weeks, later one customer rep admitted they had lost the item and had no record of my repair receipt/docket.
After insisting on speaking to a manager and complaining to Tchibo head office I was asked to fax across the repair receipt and that the item would be refunded. Then I got a call from a nother Tchibo dept. informing me the item was being returned to me, despite supposedly being lost!


I had informed Tchibo that I’d since gone out & bought another set of scales, as I have been without the digital scales for several months now & just want a refund.
I was instructed by Tchibo head office to reject the item when it was delivered and that a refund would be issued ASAP. I did this & a few weeks later I still had not heard anything & so I contacted Tchibo early May to be fobbed off by a customer rep claiming I had taken delivery of the item.


After much insistence on my part that the item was at the post office as instructed by Tchibo, I was promised they’d contact me within 2 weeks to update me. To date as I am none the wiser as to what’s happened to the item and am still £17.50 worse off.
I have been offered free coffee beans & have been sent a £5 gift voucher - which is an insult as I never want to shop at a Tchibo store again.


I am furious and really fed up. I have now been waiting over 5 months for a resolve to this situation. Any one have any ideas as to what I can do now to get my money back?:mad:

Trixxie

Poor Bionic, how I sympathise ...... it took me EIGHT MONTHS and many cross telephone calls to Tchibo a couple of years ago to get a £19.99 refund. Total nightmare and I haven't bought anything from them since.

Don't let them get away with not issuing a refund! Sadly, being a constant pain in the a*** seems to be the only way to get them to pay up!!

Trixxie

bionic_woman

Thanks Trixxie. I've sent a letter to Trading Standards so fingers crossed. It makes me so mad that companies such as Tchibo think they can behave like that and get away with it!

saintscouple

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