Experience with buying Lego online from Tesco

[Zanki]

My package arrived from Tesco today. I've been waiting all week for it and I've been tracking it from the start.

A few days ago, I noticed that my package wasn't delivered because it was damaged:

So, it went out agian through another company yesterday and arrived here today. The package has been unsealed on both sides, someone has tried to tape it down again quickly, the box has caved in from being squashed.

I paid £50 for this toy and £3 for it to be delivered to my house. I did not expect my package to arrive in this condition. I haven't dared open it yet because the box is in such awful condition.

I don't know what to do. My nearest store is over 5 miles away and I can't cycle with that thing with me. That's the only reason I bought it online otherwise I would have gone to the store in person to pick it up.

[eurotrash]

First, check the contents of the Box and make sure everything is included.

The talk to Tesco Direct on 0845 600 4411. Make them aware of the situation. They've probably outsourced the delivery to a Fulfillment House. The more issues that get reported back to Tesco the more likely the problem is going to be fixed going forward.

But that doesn't solve your issue. Make them aware that you're very dissatisfied and ask them what are they going to do about it. Whatever they come up with (Good or bad) publicize that on social media/forums. If you're not happy then ask to speak to a Supervisor.

Good luck!

[Zanki]

I went the Twitter route, posted pictures and they are offering me a replacement or refund of £10 if I keep the item. I am keeping it. Everything is in the box, I built everything up to make sure. I wanted to keep the box, but it's not the biggest loss, and £10 back is great.

[eurotrash]

Result! Enjoy building it...

[Zanki]

I really wasn't expecting them to be so great about it, but since it had already been reported being damaged in the post, I guess that's why I got the refund. I am happy with the result, there aren't a lot of companies who will do that for a customer.

[Brickington]

I am glad there is a happy ending. I watched this topic eagerly to see what would become of the situation. It was very kind of Tesco to that as you said. On another note, I hope you thoroughly enjoy the set.

[eurotrash]

Hey Moderator,

Do you think the title of this thread needs changing to 'Experience with buying Lego online from Tesco'? After all I think they stepped up and resolved the problem admirably.

[Zanki]

Hey Moderator,

Do you think the title of this thread needs changing to 'Experience with buying Lego online from Tesco'? After all I think they stepped up and resolved the problem admirably.

I agree, Tesco have been really great and the refund went through the next day. I think I got the refund because I had tracking proving that the item was damaged before it got to me.

On a side note. One or two pieces were a little damaged, but nothing more than a few scratches. The set is getting modded into a hospital now, merging with the Helicopter Rescue set I got a few days ago from lego.com. I already have a massive police station (the previous police station is merged with the Space Police sets) and I just thought this new one would make an awesome hospital.