Faulty HRM from Tesco

ju5t1n

Hi all.

A couple of weeks ago I bought an HRM from Tesco, their own brand product. It was about £20 and I just chucked it in with my shopping and didn’t keep the receipt. It worked the first time I used it but since then refuses to link with its sensor. I tried changing the battery in the sensor but this has made no difference. I no longer have the packaging but did keep the instructions. The packaging was branded Tesco but the instructions and the HRM itself aren’t.

Yesterday I tried taking it back to Tesco in Banbury where I bought it and was refused a refund or replacement. The reason given by customer services was that I couldn’t have my money back without the receipt, and they couldn’t replace it because had taken all the HRMs and fitness equipment off the shelves to make way for Christmas products. So without me being able to prove I had bought it there by finding an identical product there was nothing they could do.

This doesn’t seem right to me. I bought a product. The product doesn’t work. I want another one, or my money back. Seems fairly straight forward to me. Does anyone know what my rights are in this case?

Anonymous

ju5t1n wrote:

Hi all.

A couple of weeks ago I bought an HRM from Tesco, their own brand product. It was about £20 and I just chucked it in with my shopping and didn’t keep the receipt. It worked the first time I used it but since then refuses to link with its sensor. I tried changing the battery in the sensor but this has made no difference. I no longer have the packaging but did keep the instructions. The packaging was branded Tesco but the instructions and the HRM itself aren’t.

Yesterday I tried taking it back to Tesco in Banbury where I bought it and was refused a refund or replacement. The reason given by customer services was that I couldn’t have my money back without the receipt, and they couldn’t replace it because had taken all the HRMs and fitness equipment off the shelves to make way for Christmas products. So without me being able to prove I had bought it there by finding an identical product there was nothing they could do.

This doesn’t seem right to me. I bought a product. The product doesn’t work. I want another one, or my money back. Seems fairly straight forward to me. Does anyone know what my rights are in this case?

Speak to the manager. Kick up a fuss. You'll probably get the money back and a £5 voucher as a gesture of goodwill...

ju5t1n

Thanks, but it would be easier to kick up a fuss if I knew where I stood legally. Do you know what my rights are in this instance?

Anonymous

ju5t1n wrote:

Thanks, but it would be easier to kick up a fuss if I knew where I stood legally. Do you know what my rights are in this instance?

I would have to look it up on google. But then you could just as easily do the same!

andyrr

No receipt = no proof you actually bought and paid for it (ie you could have stolen it - not that you did in this instance)
Don't think you are actually entitled to any comeback but often you are given a credit note by the big stores - any other Tescos nearby that DO still have these in stock ?

neil²

If you paid by card you should have the shopping on your statement which can work as proof of buying in that store.

Did you use a loyalty card? They will have it logged on their system somewhere (but the shop will probably not have access to it - I hope not, anyway!).

Kick up more fuss in the shop. Phone head office if you don't get any success.

I've had problems with cheap HRMs too - mine were from some chemist; ended up with a garmin off ebay.

rake

they will still probably have some in their store room if it wasnt long ago.they put it back in there when the make room for new stock. not sure what they do with it after that. might be worth a try.theyl more likely replace it than give a refund. may be worth trying to replace the other battery. there will be two,one in the transmitter and one in the reciever. it could have been in the package for quite a while.

pabloweaver

far to many years in retail management had me dealing with this kind of thing all the time.

if truth be told " most " managers at this time of year can't be doing with the hassle of minor shop floor issues and would probably swap/credit note for the sake of ease.

however, this is not always the case and in a large store such as Tesco, there will be a chain of management in the store all with different interpretations of policy & law, different moods, personalities, hangovers and/or axes to grind with staff, company and customers!

The store will have to judge without evidence how long you have had the product before determining if its something they should deal with.Not easy to do without a receipt.

The problem with a store loyalty card or bank statement is that it will only show the overall transaction and not the item itself.

I used to work in music retail and as you can imagine all sorts of stuff came back from a variety of sources with some unbelivable excuses or requests ( not saying yours is ) , my rule of thumb was ..the more sensible, well balanced and " genuine" the customer , the greater the chance they had of getting a credit note ( never refund ) without P.O.P . ..irate, screaming indivuiduals ( again not you) without proof never got anything .


Statutory rights info:

http://whatconsumer.co.uk/what-are-my-statutory-rights/

http://whatconsumer.co.uk/do-shops-have ... oney-back/


Soooo glad I dont do retail any more!