Tesco misprice policy discussion area II

Jon_C

Sorry for being slightly off-topic but I have spent a fair while searching on the site and this thread seems the best place to post my query.

Does anyone have an email address for Tesco customer services? It's to complain about the Knocknagoney (Belfast) store manager (Paul)'s refusal to implement the 'if things don't add up' policy as set up by his superiors at head office (d'OH!).

I've just sent a long 'email' of sorts using the web-based 'contact us' form but I'm always a bit dubious of this method so I'm getting ready to email them properly if I don't get an answer in a day or two.

As I said, I did my best to search the site and trawl through much of this long thread so please don't flame-grill me. Thanks in advance.

In case anyone's wondering, it's with regard to the 20 packs of chicken I bought tonight. The special offer SEL said £2.38 per pack and the price on the packaging was £2.97.

Obviously we know that Tesco are obliged to charge the lower price by law and that their policy means that they have further committed themselves to paying out a full refund on each item rather than on just the difference in price.

I see nothing wrong with buying a load of their chicken to test them out. I'm keeping some for myself and passing some on to friends and family so we can eat for free on Mr T! Who cares if I have to wait a while and do a bit of needling to get the refund? ;-)

RufusA

Odd_Fellow wrote:

Could a customer easily be mistaken and think that the SEL is for a product other than that that it was placed next to? Even in this case where the OP was hoping to get R&R, they didn't notice that it was for a different product. Therefore if someone is looking hard enough to get an R&R and fails to notice it the fact that the SEL is for something else, there's a damn good chance that any other customer would be equally deceived.

Indeed, and to re-iterate a previous posting the price MUST legally be "unambiguous, easily identifiable and clearly legible" (Price Marking Order 2004). It wouldn't be difficult to argue that in this instance the price for the CD wasn't easily identifiable or unambiguous!

Unfortunately the legal requirements for pricing are different to Tesco's requirements for R&R, and largely down to how persuasive you can be with CS.

HTH - Rufus.

highguyuk

As a question, have people had R&R from just CS or is a manager always called?

letsgobilliejoe

i've only dealt with a manager once throughout my many, many R&Rs, and that was cos he was on the CS desk at the time!!
so, no, not always, but sometimes are 'consulted' for the more higher priced refunds.
hope that helps!

dollywops

L'Oreal Infallible Foundation ... the new 16 hour one.
Found this today in a large Tesco extra. Large display stating £10.44 special offer £3 off so price £7.44 until 31st January. Scans at £10.99 then deducts £3 as a multibuy so actually charged £7.99.

Someone obviously got to the Watford Extra Superstore before me. Everything else has a price on the L'Oreal display, except for this!

RufusA

highguyuk wrote:

As a question, have people had R&R from just CS or is a manager always called?

Depends on the store IMHO. For example in Addlestone the CS staff are very clued up, deal with the R&R (even £35 electronic items) without batting an eyelid, and clear the shelves / SELs to ensure that others aren't overpriced.

Brooklands (a larger store) on the other hand always seems to be much more involved. CS argues point, finds another CS to back them up, then begrudingly offers a refund having then spoken to the manager by phone or in person. SEL is often left on for the next person to be overcharged, whilst waiting for "pricing integrity" to correct at a later date.

I much prefer shopping at Addlestone, but find I'm overcharged much more when I shop at Brooklands, I think my last shop 6 out of the 10 items I bought were mispriced, though usually in my favour.

YMMV - Rufus.

RufusA

I've been keeping a close eye on the Whisky's I buy regularly (and the ones I don't).

In the last 4 weeks a whisky selected at random has had 4 price revisions:

£10.97
£12.98
£14.98
£12.97

No wonder there are so many misprices in stores. The other rival supermarkets have typically only had 1 price revision in that period when the Christmas offers ended.

I wonder if these 1p off price changes are there purely so that they can claim "1000's of price cuts each week".

I also wouldn't be suprised if in a week or two the price will creep back up again ready for a heap of R&R's on a 1p price difference (I'll obviously let everyone know when it does).

Rufus.

highguyuk

So they can say Was £14.98 Now Only £12.97 ... save £2.01!

seanparkin

In case anyone's wondering, it's with regard to the 20 packs of chicken I bought tonight. The special offer SEL said £2.38 per pack and the price on the packaging was £2.97.

Oh my god.

You deserve it. 20 packs!???!? You definately deserve being arsed about as much as possible just for sheer greed. You've gone far, far beyond 'taking the mick'.

Addy

seanparkin wrote:

Oh my god.

You deserve it. 20 packs!???!? You definately deserve being arsed about as much as possible just for sheer greed. You've gone far, far beyond 'taking the mick'.

I agree 20 seems a little excessive, but Tesco are prepared to overcharge by some considerable amount on these 20 packs and probably more in this and every other (and there appear to be quite a few of them!) store with this mis-labelled item. The potential fines from TS on this product alone would run into many £thousands.

If they were that concerned with pricing integrity, surely some company database could be construed highlighting potential pricing problems for all stores to consult and action as necessary.