Guys
Hope you can offer some advice or point me in the right direction regarding consumer rights. Cutting a very long story short, I purchased a Modem/Router from our local Tesco in Irlam. It has since developed a fault. Now I havent kept the receipt for it as it was purchased with some groceries and paid for with cheque.
I went in the store on Weds evening and asked if I could get an exchange on the item as it was faulty. They couldnt do an exchange as I had not got the receipt. However I could ring up The club card line and they would get a copy and tell the store it was ok to exchange the item. At every opportunity I made it very clear that I did not want a refund and I wanted an exchange to an equivelant model or I would pay the difference on a more expensive model. Clubcard said their records only went back 3 months so they couldnt help.
Ultimately I phoned the store explainig I wanted further help as I felt their exchange policy was not entirely customer friendly. This is where the real fun started. The jobsworth departmental manager said "Ahh yes your the chap who has sent your Lady Friend in demanding a refund" I pointed out that My Wife actually worked during the day so it certainly wasnt her and I had not instructed anyone to act on my behalf. He then went onto say "Well you could have got it from anywhere and are trying to get a refund out of us" At which point I pointed out that the specific item, albeit discountinued was developed for Tesco stores exclusively and I didnt want a refund but an exchange. I could have only purchased it off them
"Your receipt is the only way to get an exchange or refund without that we will not do anything. Thank you" then put the phone down
I have already emailed the customer service team and got the stock email of thank you, sorry to hear we havent delivered to our usual high standards but the decision lies with the store. No one likes to get bad news and if they stick to their guns then i'll have to lump it I guess. However there is a professional way to do it.
So is there any course of action I can take at all or is there any other options open to me. What is a reasonable ammount of time to keep receipts for ? All I want is something that actually works hence me saying to them I want an exchange for an item of equal or higher value.
Loki
Hope you can offer some advice or point me in the right direction regarding consumer rights. Cutting a very long story short, I purchased a Modem/Router from our local Tesco in Irlam. It has since developed a fault. Now I havent kept the receipt for it as it was purchased with some groceries and paid for with cheque.
I went in the store on Weds evening and asked if I could get an exchange on the item as it was faulty. They couldnt do an exchange as I had not got the receipt. However I could ring up The club card line and they would get a copy and tell the store it was ok to exchange the item. At every opportunity I made it very clear that I did not want a refund and I wanted an exchange to an equivelant model or I would pay the difference on a more expensive model. Clubcard said their records only went back 3 months so they couldnt help.
Ultimately I phoned the store explainig I wanted further help as I felt their exchange policy was not entirely customer friendly. This is where the real fun started. The jobsworth departmental manager said "Ahh yes your the chap who has sent your Lady Friend in demanding a refund" I pointed out that My Wife actually worked during the day so it certainly wasnt her and I had not instructed anyone to act on my behalf. He then went onto say "Well you could have got it from anywhere and are trying to get a refund out of us" At which point I pointed out that the specific item, albeit discountinued was developed for Tesco stores exclusively and I didnt want a refund but an exchange. I could have only purchased it off them
"Your receipt is the only way to get an exchange or refund without that we will not do anything. Thank you" then put the phone down
I have already emailed the customer service team and got the stock email of thank you, sorry to hear we havent delivered to our usual high standards but the decision lies with the store. No one likes to get bad news and if they stick to their guns then i'll have to lump it I guess. However there is a professional way to do it.
So is there any course of action I can take at all or is there any other options open to me. What is a reasonable ammount of time to keep receipts for ? All I want is something that actually works hence me saying to them I want an exchange for an item of equal or higher value.
Loki
