Tescos - refusing refund without ticket!

[razer121]

Long story short, i bought a pair of slipper for my sisters birthday and before buying asked the girl if i could bring them back if my sister didnt like them, i was told yes as long as i have the reciept.

That was on the 16th, i tried to take them back yesterday and was told i couldnt get a refund as i had taken the ticket off! now i work in retail and know i can refund an item like this and tesocs refund policy doesnt state anywhere that i have to have the ticket on the item to refund it, i mean does this mean i need the tag on it to refund it aswell? its a disgrace and im very angry,

Now the item is of course no good as my sister doesnt like them, i was told i could take them back so where do i stand? take note i also pointed out i would remove the price and was still told i could take them back....

little help?

[TAKTAK]

If you are unhappy with any non-perishable items, simply return then to your local Tesco store, in the original packaging within 14 days of despatch and we will give you a refund on those products or replace the item.

The tags are part of the original packaging.

[Unique]

you have no statutory right to a refund as the goods aren't faulty, so it's up to store policy if they want to accept non faulty returns for exchange or refund, thus they can set their own rules

generally stores with a policy like that will accept goods back if in original packaging so another customer can't tell the difference between the item returned and an unsold item. by removing the tags/packaging etc it might not look brand new and thus may not sell unless discounted in price

[Agent]

Tesco are normally really good in my experience with refunds and exchanges. You could try when someone else is on the desk? It only takes one member of staff to be arsey at the end of the day.

[mjwebb]

It does seem a little odd that they wouldn't exchange it but you could try again with someone else. Strictly company policy might be not to accept returns it just depends who you get and sometimes the time or ho many people are waiting behind you.

[jim]

If I was you, I would try a different store altogether... if the person is particularly moody they might have told other people not to help you out or similar.

If you had specifically said "Can I take the tags off and return it" and they'd said yes, then you'd probably have some grounds to complain, but it sounds like you didn't actually do that? They can be as picky as they want over non-faulty returns since they don't have to do it.

[GoNz0]

they can't resell them so its your own fault for removing the tags.

[Saracen]

you have no statutory right to a refund as the goods aren't faulty, so it's up to store policy if they want to accept non faulty returns for exchange or refund, thus they can set their own rules

generally stores with a policy like that will accept goods back if in original packaging so another customer can't tell the difference between the item returned and an unsold item. by removing the tags/packaging etc it might not look brand new and thus may not sell unless discounted in price

Quite right, in as far as it goes. But of course, if the shop offer additional "warranty", they can be legally held to them.

If promised that they can be returned if "tickets" have been removed, then that should be capable of being relied on.

However, returning to the real world from the land of the theoretical, wasn't it Sam Goldwyn that said a verbal contract isn't worth the paper it's written on? What was said by shop staff to sell, and what they can be proven to have said, may well be very different.

Ultimately, my guess would be that if trying a different assistant doesn't work, and trying a different store doesn't work, and perhaps a very polite and civil "complaint" to a manager doesn't work, and maybe a letter of complaint to Head Office Customer Services doesn't work, then I doubt much can be done. Would I, personally, want to try to take this one before a court? Not a chance. Sorry, razer.

[razer121]

Ok guys, thanks.

I did ask about removing the ticket and was told it would be ok to return them still, the item was a birthday present so had to be asked really! either way im not impressed really as this sucks!

Thanks anyway guys

[mjwebb]

I think if you bother writing to the head office you'll probably get the refund and a voucher, from reading various forums I've noticed that even when the person who has complained was in the wrong (which you aren't) they still got something out of it.

I think it's because if you actually take the time to write and complain or do it loud enough at the till they''ll give you something just to get rid of you or possibly to preserve you as a customer.

[jim]

Oh 100%.

I work on the highstreet and head office frequently overrule us even when the customer is completely in the wrong - they can't be bothered with the hassle for the sake of a few quid.

[Saracen]

I think if you bother writing to the head office you'll probably get the refund and a voucher, from reading various forums I've noticed that even when the person who has complained was in the wrong (which you aren't) they still got something out of it.

I think it's because if you actually take the time to write and complain or do it loud enough at the till they''ll give you something just to get rid of you or possibly to preserve you as a customer.

Perhaps. But ....

My experience of Tesco HQ CS, however, was that they promised to "investigate and get back to me within a few days". That was several years ago, and :-

1) I'm still waiting for them to do so, and
2) They're still waiting to get a single penny of custom from me since.

While I sure don't imagine Tescos are terribly worried about the loss of my business, and their MD is probably not having sleepless nights over it, that lack of the courtesy of actually bothering to do as they promised has cost them, oh, something over ten grand in lost petrol sales alone, and another good chunk of grocery sales too, as I now shop elsewhere on principle.

Maybe a complaint to HG would work, but I sure wouldn't hold my breath waiting for it.

[SHare]

Trying a different returns operator might work, I tend to find the morning\afternoon staff, usually for some reason, middle aged women tend to be battle axes and if you turn up later in the evening and get the part time student they are less fastidious about policy. Or try a different store. Certainly though, if you call head office and kick up a stink they'll refund them.

[Donny John]

Perhaps. But ....

My experience of Tesco HQ CS, however, was that they promised to "investigate and get back to me within a few days". That was several years ago, and :-

1) I'm still waiting for them to do so, and
2) They're still waiting to get a single penny of custom from me since.

PMSL Good job they didn't tell you to 'hold'

Also, reported: Agent for using the word arsey

Donny John

edit: hey what did you do with my sig Agent?

[Behemoth]

Essentially as goods are not faulty they don't have to take them back. Had they been faulty then you'd have some redress under the sale of goods act. While a receipt isn't a legal requirement if they believe you have bought the goods elsewhere then it might be seen as reasonable for you to prove to them that you indeed buy it from a Tesco store.

When you buy goods in any shop where there has been face to face negotiations there is no cancellation period at all.

[OilSheikh]

Just go into the store and peel off a label from a pair already in store and .....