Tesco Direct - how long are we supposed to store their faulty goods for ??

L0rnaC

Hi - this is my first post, so I hope I've got it in the right forum !

I bought my mum a garden furniture set from Tesco Direct, for her birthday in April 08.
Goods were delivered to her address (200 miles from me), but when she opened the box, she saw the table was broken.
I notified Tesco, who advised I needed to arrange a refund and return of the faulty goods, then place a new order for a new set to be delivered. Bizarre way to replace damaged goods, but I didn't complain and did as they instructed.
My money was refunded and I ordered the goods again, arranging for delivery of new goods and collection of faulty goods for the same day.
Tesco use a third part courier who delivered new goods, but refused to take away damaged goods as they said they had not been instructed to do so by Tesco.
I have now had 5 phonecalls with Tesco trying to get them to collect their faulty goods. My mum is tiny and lives in a tiny house - she doesn't have space to store their damaged goods and cannot move the huge flatpack boxes herself. I feel we have been more than reasonable trying to get them to arrange a new collection, but they still haven't done this.

My primary question: are we within our rights to dispose of these damaged goods ourselves ? Tesco say if we do this they will charge me for the goods again, but they will give no assurances that they will arrange collection within a reasonable timescale. It is a huge inconvenience for my wee mum and I don't think that she should have to store their faulty goods in her house any longer.

Any advice is appreciated

Lorna.x

wymondham

L0rnaC wrote: »

Hi - this is my first post, so I hope I've got it in the right forum !

I bought my mum a garden furniture set from Tesco Direct, for her birthday in April 08.
Goods were delivered to her address (200 miles from me), but when she opened the box, she saw the table was broken.
I notified Tesco, who advised I needed to arrange a refund and return of the faulty goods, then place a new order for a new set to be delivered. Bizarre way to replace damaged goods, but I didn't complain and did as they instructed.
My money was refunded and I ordered the goods again, arranging for delivery of new goods and collection of faulty goods for the same day.
Tesco use a third part courier who delivered new goods, but refused to take away damaged goods as they said they had not been instructed to do so by Tesco.
I have now had 5 phonecalls with Tesco trying to get them to collect their faulty goods. My mum is tiny and lives in a tiny house - she doesn't have space to store their damaged goods and cannot move the huge flatpack boxes herself. I feel we have been more than reasonable trying to get them to arrange a new collection, but they still haven't done this.

My primary question: are we within our rights to dispose of these damaged goods ourselves ? Tesco say if we do this they will charge me for the goods again, but they will give no assurances that they will arrange collection within a reasonable timescale. It is a huge inconvenience for my wee mum and I don't think that she should have to store their faulty goods in her house any longer.

Any advice is appreciated

Lorna.x

I'm not 100% sure but if you give them notice (probably in writing + call them) that you will dispose of the items unless they are collected by a certain date. Be reasonable and allow a few weeks etc....

McAzrael

Personally, I wouldn't bother calling again and would just write to customer service. Be belt and braces - send a copy to the legal department at head office.

http://www.investorcentre.tescoplc.com/plc/tools/contact/

andrew-b

We had to wait 12 days for them to collect the bedroom furniture we were returning due to it's dire quality. 2 wardrobes, 2 chests, 2 bedside chest. We had broken up our old furniture too so had piles of clothes etc everywhere with a mischievous puppy about too! We couldnt order bedroom furniture from anywhere else until we had got rid.

Initially i phoned customer services and was told i would be contacted to arrange collection within a few days. I heard nothing so phoned again. To try and speed them up, I told them that i had other furniture arriving and didnt have space for theirs too so if it wasnt collected i'd leave their furniture outside.Customer service agent told me if i did that they would charge me in full again for damage to it. During the conversation the agent went to call the relevant department (for about 30seconds so i really dont think they did!) and assured me i would hear by lunchtime that day from them. Needless to say there was no return call.
Then i stumbled on this number on saynoto0870:

Tesco Direct Couriers 01270 655990 (0845 6004411) - courier service who deliver large items for Tesco (not for orders).

I called that and gave my order number and they arranged collection on the spot...though it was still over a week away.

So call that number as customer services seem particularly unhelpful and useless to me. But i wouldn't place a new order if i were you and go elsewhere. I certainly won't be ordering anymore furniture via Tesco direct..and probably nothing else either!

Hope that helps

Andy