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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Lost phone and Tesco's lack of common sense

88 replies

seenna · 03/02/2019 21:05

Just wasted 1 hour trying to retrieve a phone I stupidly left in the basket. As soon as I came home I realised I must have left my phone in the Tesco Express 5 minutes down the road. So I raced down there and was made to pretty much beg for an hour whilst a lady behind the till seemingly enjoyed seeing me squirm. The thing that annoys me is that my DRIVING LICENCE, debit card and railcard were inside the case. But was told it was policy to cut these up (which really mess up my commute tomorrow). I'm not someone who considers myself "above the law" but the lack of common sense and their overall attitude was extremely unhelpful.

I was told the manager had gone home early and they weren't going to call her back. They kept saying very unhelpful things like how it's odd I don't have a letter with proof of address in my car and how strange it is that my mum's card is saved on my phone. I told them I could open it with my thumbprint/tap in code but still it wasn't good enough. I hate to say it but I really think the woman was enjoying yielding some power over me. My dad even rang at one point but wouldn't let me answer it to confirm my identity/get him to come down with my passport. The background photo was of my dog that was in the car! I didn't appreciate her accusatory tone. Towards the end, I did say that I was unhappy to leave my phone (due to apple pay) and the woman was very offended!

WIBU to expect them to hand my phone over given the numerous ways I could prove it was mine?

OP posts:

Maelstrop · 03/02/2019 22:47

Batshit. I would write an email to Head office. The woman needs re-training, she was stupid to do that to you. God, if she’d threatened to cut up my cards, I would have called the cops.

anitagreen · 03/02/2019 22:47

@Wannabeyorkshirelass oh my god 😂

gingerbread88 · 03/02/2019 23:01

I had a complaint about a Tesco Express before and got a prompt and personal reply using this e-mail: [email protected]
Definitely e-mail them, not that it helps you right now....

Original poster

seenna · 03/02/2019 23:16

gingerbread88 Thanks. I did get the phone back with cards intact.

OP posts:

Variousartists · 03/02/2019 23:24

I left my credit card in my local Tesco last week and only noticed a day later. I assumed they would have cut it up so I rang to cancel it and the bank said they would put a temporary block on it but to contact Tesco as they would probably still have it. I rang them and they did!

They got it from the safe, checked my driving licence (which has a different surname from the credit card which didn’t seem to matter) and gave it back.

So not the store policy then.

MatildaTheCat · 03/02/2019 23:31

The staff at Tesco Express seem to have their own rules. After several months of having my bags carried to the car ( I’m disabled and it was less than 20m away), it was suddenly not allowed due to ‘insurance ‘.

Last week I lost a leather glove there and yes, I am sure. When I enquired at 5pm I was asked if I’d lost it in the morning. Yes, I said. So, they said, I have to enquire in the morning.

Reader, the glove was not returned.

YANBU. They are totally making the rules up as they go along.

CoughLaughFart · 03/02/2019 23:34

Threatening to call the police doesn’t really work when they have your phone.

It’s almost as if there was more than one phone in the world... 🙄

safariboot · 03/02/2019 23:50

On what legal basis can Tesco destroy lost or mislaid property? Especially considering the true owner could be a third party.

minisoksmakehardwork · 04/02/2019 04:34

If they were going to cut it up to prevent accusations of fraudulent use then they would have done it straight away...

If you've given your pin over to prove it was yours I hope you have now changed it. I would be concerned of the risk of cloning the card while you didn't have it if the pin was the one thing they asked for to prove ID.

Original poster

seenna · 04/02/2019 08:54

minisoksmakehardwork I think I've been unclear. Initially, the woman behind the till wanted either my passport/proof of address letter. Or for me to recite the long card number which I do not know. I suggested that I open the phone with my fingerprint or tap in the passcode. Which she would not allow for some reason. She told me she was not allowed to look at the cards (railcard, driving license, debit card) at the back of my transparent case. Wouldn't even let me answer the phone when my dad rang from home!

Apparently, my phone had only been handed in 2 minutes before so they had not yet proceeded to cut my cards up.

Only when the manager arrived and therefore had the authority () to do the above was I asked for my phone's passcode. We then went through my cards with a few random snide remarks thrown in. (e.g. how odd it is for me to have my mother's card despite having the same surname). I was really made to feel like I was doing something wrong)

OP posts:

Fabaunt · 04/02/2019 09:33

So op what are you going to do

Original poster

seenna · 04/02/2019 09:51

Well I have the phone but have sent an email to the address that was given further up the thread. No response. I just want clarification on what their policy is.

OP posts:

BlueJag · 04/02/2019 10:36

That's crazy your photo ID was there. She could have looked at the photo. Gosh common sense left the building.

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