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“awful customer service, practically criminals. ”

written by matthew_seears on 15/10/2014

Terrible quality and even worse customer service, im literally appalled. Avoid like the plague!

Bought some really nice ray ban style BINK sunglasses with polarised lenses from Tesco opticians (cost 90 pounds), took them on holiday and the arm snapped off at the metal join within a week!I had treated them so carefully, Iv never spent that much on sunglasses before. I was gutted when they fell apart from me literally just wearing them.

I thought it would be ok as it was clearly a weak join and Tesco would replace them no worries, it was a bit annoying as I had waited a few weeks for them and would have to wait a few more to get them replaced.

Took them in and instead of an apology I was told that they would need to go in to be assessed! (what could need assessing? the arm had snapped off, it was clearly a weak join, doesn't my word count for anything Tesco?)

2 weeks later I heard nothing as they had not bothered to phone me so I went in. I was told that the technicians had assessed it to be not a manufacturing default and that this meant it wasn't covered under guarantee. Of course they had come to that conclusion, they work for Tesco and are non independent.

So I wrote an email to complaints, who apologised and promised to conduct a thorough research and get back to me in 10 days.

21 days later I got a letter saying the same thing. The technicians are qualified to assess if it was a manufacturing defect or not and they say its not a manufacturing defect, so not their problem. So I phoned, and the lady on the phone assured me that they were qualified, I asked what qualifications they could have to possibly make the decision that my sunglasses hadn't failed under "reasonable use" conditions, but was given no reasonable answer (because there is none).

So be warned:

* You could waste a lot of money on a product thats not fit for use (don't risk it by buying expensive sunglasses with them)
* If your glasses break they will use non independent technicans to judge if your glasses are covered under warranty
* The technicians might decide you are a lier
* You wont be able to argue with them because you cant talk to the technicians to see the processes they use to decide how your glasses broke
* Tescos wont take your word for it (the customer is always right is clearly not in their book)
* They take ages to get back to you (and don't apologise for taking over double the time)

Tescos sort it out! no wonder you only have 1 - 2 stars on all the review sites.

im taking my complaint to the ombudsman, hopefully il get somewhere with them. tescos complaints department is a sham