Susan M.
Faulty sofa, very poor customer service
Purchase a sofa which, after 18 months use developed a problem with the springs. Tesco direct sent out an independent sofa repair man (FIRA) who repaired the broken springs. Half an hour after he left, another spring broke. Contacted Tesco who arranged for him to come back. He advised that it was of poor construction and we should refuse a repair and ask for a refund. We were then given the run-around by tesco as there was only one man in the organisation who could authorise this and he was off sick. As a customer, I was just expected to wait (with a broken sofa) until his return from sick leave - and no-one knew when this would be. By this point it had been 6 weeks since the sofa had developed the fault. After several phone calls and my insistence, we agreed on a partial refund and I was told that this would be with me within 10 days. 14 days later and still no refund. They are impossible to deal with, you can't speak with the customer care team directly and there is a lot of confusion about the process for a faulty product which is over 12 months old. Come on Tesco, get your act together. The law makes it clear what your obligations are - if you start to meet them, then your review rating might improve. Meanwhile, 8 weeks later...where's my refund??!!