Tesco Mobile refuses to imagine I didn’t obtain my cellphone | Consumer affairs

In February I went to the Tesco Mobile outlet in my nearest Tesco retailer and ordered an upgraded handset – an iPhone. It was for my grandson, who took over my late spouse’s Tesco Mobile quantity.

I paid an additional £29.40, accomplished the required paperwork and was knowledgeable that the cellphone can be delivered to me by DPD. Three days later I personally took supply of the field, however once I opened it up, as a substitute of the cellphone, there was an influence financial institution (a transportable charger) and a Tesco sim card.

Naturally I took this up with Tesco Mobile, however the firm refuses to just accept that this occurred and has maintained that the right merchandise was delivered.

I’ve since made a proper criticism enclosing images of the packaging and objects obtained, however once more this was rebuffed. I used to be advised by Tesco Mobile to take the matter to the ombudsman service, however I’ve simply been knowledgeable that the ombudsman can’t intervene as a result of it’s a handset matter, and Tesco has objected. I’m left paying for a cellphone that we don’t have.

I really feel I’ve been handled shabbily by the corporate – the inference being that I’m dishonest and am attempting to defraud them. I’m a 75-year-old former police detective sergeant, who labored on the Bank of England for a few years able of belief, and haven’t any cause or inclination to commit fraud on Tesco Mobile or anybody else. Can you assist?

BK, east London

I used to be considerably stunned to obtain this letter as we get comparatively few complaints about Tesco Mobile. It is arguably the sector’s prime supplier. That mentioned, it clearly has not dealt with this effectively.

Your cellphone was most certainly stolen on the processing stage: the thief replaces the cellphone with one thing of the same weight, which is able to then cross any en-route weight checks. It will not be an unusual prevalence.

The downside with these circumstances is that they’re very tough for the patron to show of their favour until you open the parcel within the presence of the courier. I settle for that is typically simpler mentioned than carried out, however it needs to be carried out as a result of it stops these disputes from taking place. Most drivers will wait two minutes whilst you open the package deal.

Tesco Mobile declined to touch upon this case, however is now sending you the cellphone that you simply initially ordered. Given your work historical past, I’m very stunned that it took my intervention in any respect.

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