Formula and Tesco ??

[aly888]

This may be common knowledge, but I didnt know and wanted to check with you lot that i'm not being fobbed off here, but I went to try and return a container of formula to Tesco yesterday, still sealed (the external plastic wrap was still on it) and they said it's government law that they cant accept formula back for refund!!
There was nothing on my receipt to indicate that formula is a non-returnable item, and i've just had a quick look on the Tesco website and it's not on their list of non-refundable items. Also tried google-ing this government law she mentioned, but as always with google, I got a load of crap. lol!!
Anyone know any more or had the same problem? If not, anyone want a tub of Aptimal Comfort?? lol

 

[Noodles]

My hubby bourght the wrong formula from Tesco and took it back and swapped it no problem (it was the Tesco extra store in Cradley heath)

 

[caz81]

Its up to each shop if they want to refund things, they dont have a legal obligation, ive never heard of such a law but it is up to them if they issue a refund or not xx

 

[lorna84]

I had this problem too

 

[Dizzy321]

I did this too, OH bought the wrong formula so I made him take it back and they said they would exchange it this once and they said they had to put the formula we bought in the bin x

 

[aly888]

So there is no "law" on it then?

All I want is an exchange I may try all our Tesco's to see if any will swap it for me!!

 

[glong88]

I've taken cartoons of formula back and exchanged them, no problems.

 

[Aneesa_09]

Just ring in before you go and have a word with the manager! I had this problem n friday and boots, one said they wouldnt i rang a diff one they said they would. But it was too far away! Iused 2 work in boots and was never told about a special code for formula, So just make sure you was not aware of this before buying it and they should of stated.

 

[Noodles]

Give them a call/email hun. These are the details

Contact Us

If you can't find what you're looking for here or in any of the Help pages on the other stores, then please feel free to contact Customer Services using the details listed below:

Grocery
Telephone 08457 225533, 9am to 11pm Monday to Saturday, and 10am to 6pm Sunday, or email us at [email protected]

Books, Videos, DVDs, Music, Games, Flowers & Wine
Telephone 08457 225533, 9am to 11pm Monday to Saturday, and 10am to 6pm Sunday, or email us at [email protected]

Electricals
Telephone 0870 6076060 8am-11pm (7 days a week), or email us at [email protected]

Clubcard
Telephone 0800 591688, 9am-8pm Monday to Friday, and 9am to 5pm on Saturday.

Tesco Stores
Telephone 0800 505555, 9am to 6pm Monday to Saturday or email at [email protected]

If you email us, please try to include as much detail as you can regarding your enquiry so that we can help you as effectively as possible. Here are some examples of information to include (where applicable):
- your order number
- your phone number(s)
- your post-code
- specific product name and price (if you are dissatisfied with a particular product, for example)
- dates/times

 

[suzib76]

did you tell them you only wanted an exchange? you said in the op they told you they wont refund it\?

 

[Vicks]

I had to return an un-opened box of cow & gate yesterday as we stocked up on number 3 powder, but have switched back to number 1. They just refunded me the money, no problem. That was Tesco in Leighton Buzzard. They also offered me an exchange, but I had other shopping to do, so just took the refund.

 

[aly888]

did you tell them you only wanted an exchange? you said in the op they told you they wont refund it\?

yeah, when I went to the customer service desk I said 'I just need to swap this' and when the woman got it out the bag she said no, sorry, we cant take formula back. I pointed out that it was still sealed etc and she just shrugged her shoulders and sad its nothing to do with Tesco, it's a government ruling it was bank holiday monday so i just packed it back up and walked away coz it was waaaay too busy to try and argue my case. lol! I guess my Tesco works under a different government to everyone else

cheers noodles, I will contact them and see what they say Now that I know others have been able to get exchanges I don't feel like such a muppet

Vicks, if it comes to it I may have to drive to L.Buzzard for the swap

 

[Vicks]

Did you have a receipt Aly?

 

[suzib76]

see thats why i love B&B, you now know they CAN change it, so i would defo complain x

 

[aly888]

yeah I had the receipt...although I didnt even get that far coz the woman dismissed me. lol

Just sent this off to them

"I feel I have to write this email as where I usually receive such helpful and willing assistance from your staff at your Bedford store (Cardington), yesterday was a different situation altogether. As a long time customer of Tesco, I have never had this problem before, and am purplexed by the reasoning behind it.



Yesterday (05/04/2010) I entered your Bedford branch on Cardington Road to exchange some Aptimal Infant Formula I had purchased a week before. When I approached your customer service desk with the product I was told by the woman on the desk that they are unable to accept infant formula back after purchase. I pointed out that the outer plastic seal was still intact and that I had only purchased it the week before, but she said it was not a Tesco decision, but that of government "rule".



I was surprised as I had never heard of such a ruling, and thought that if formula was exempt from your returns policy that there would either be something on the shelf edge, or an indication on my receipt that this was the case, but there was neither. I have since been on your website to see your terms and conditions as I assumed it may be on there, and once again was unable to find any reference to this 'government ruling'. I have also searched the government websites for some information but still nothing comes up.



Upon speaking to other mothers I have found that they have not had problems with returning or exchanging infant formula in their local stores so I am now even more baffled as to why I was given this excuse?



I do not know where this woman received this information, but I can only assume it was not directly through your head office, otherwise why were other parents able to return it in the past? I feel it has been a complete waste of my time as I will now have to return to the store a second time to try the exchange again, and hope that I am seen by someone who is more willing to accomodate my needs.



As I have said at the beginning of my email, this is the first time I have come across someone so unhelpful at one of your stores and normally my shoppping experiences are pleasant. I do hope that someone will act upon what I have said as I would hate for another mother of a young baby to have to go through something similar. If indeed it is your policy to not accept formula back, then perhaps that information needs to be made available to your customers one way or another (ideally, before purchase).



I hope to receive a response in a timely manner.



Best regards,"

haha, I read once that its good to start and finish a complaint with something positive. Should be interesting to see what they come back with, if at all

EDIT: lmao, just re-read it and I sound like a right stuck-up bitch

 

[Vicks]

Oooh, let us know what they say Aly! Are you going to go back in to swap it or get a refund?

 

[suzanne108]

My asda wouldn't exchange without the receipt even though my tin of SMA which I was returning wqas sealed. Luckily my mum works there and took it up with a manager who let me change it!

Try and speak to a manager. I've found formula to be ridiculously expensive in Tesco by the way...the one I use is much cheaper (nearly a £) in Asda

 

[aly888]

gonna wait to see what reply i get, but i need to swap it coz the 'comfort' stuff is no good for Lana (it actually made her worse )...if it comes to it, i'll be trying ALL the Tesco stores local to me (there are 4 in Bedford)

suzanne, my nearest ASDA is in MK so it would probably cost me more than it's worth to get over there. lol. but yeah, Tesco is more expensive when it comes to a few things, but their offers are pretty good! thanks though

 

[Vicks]

Oh and you are very good at letter writing!!

If you have no luck, come over to Leighton Buzzard! They switched mine, no questions asked yesterday!

 

[aly888]

Oh and you are very good at letter writing!!

If you have no luck, come over to Leighton Buzzard! They switched mine, no questions asked yesterday!

haha, thanks. I was chief 'letter writer' at work coz my boss was rubbish at things like that

oooh, we could have a little mini-meet, just you n me, in Tesco