Tesco misprice policy discussion area II

deb

hi - I was overcharged today on a leg of lamb. went to customer services and they called the meat guy over, who REFUSED to do a R&R and said that he would refund the difference ONLY. I pointed to the sign and he said that it did not apply to meat as it was a variable price depending on the weight. I argued with him and said that this is not teh case and that I am still being overcharged on teh proce per kg so the weight was not relevant. He would not budge. I took a refund only and then came home and rang head office. They were most helpful and rang the store for me. I can now go back, ask for the meat manager and claim my FREE leg of lamb - and here's hoping the rude individual from this morning gets a proper telling off!! If they are RUDE and refuse to adhere to their own policy then report it. I didn't expect anything back but I just wanted HIM to be told.

Ibroxblue

redfox wrote:

If you read the policy further it clearly states

"if things don't add up ~ In the unlikely event you are charged a higher price......"

They don't operate R&R on undercharges.

I have just looked at the Tesco R&R policy online which states that

"And if things don't add up ~
In the unlikely event that we overcharge you we will give you your money back and you can keep the product. "

But instore this policy is

"And if things don't add up ~ In the unlikely event you are charged a higher price than on the shelf or the product we will refund your money and you can keep the product"

This does make a difference to R&R at my local store - I had been overcharged on two CD's against the poster price and I was refused R&R and only refunded the difference on the basis that the policy only applies to shelf edge labels or stickers on the product.

Are tesco staff wrong?

RufusA

sparklya wrote:

This has been discussed before but I can't quite work out what the concensus was. What's the deal with those yellow labels (often on CDs) that have end-of-offer dates on the bottom right hand corner? [snip]

I think the concensus is that there is no concensus. A good CS will offer a R&R without quibble. A bad CS will IMHO argue the point, and depending on how resolute you are, and how much you can be bothered to escalate it, then you will probably begrudingly get the R&R out of them.

May also depend on the value of the item. For example a £500 piece of IT equipment may result in a more robust attitude to expiry dates, than a £5 CD.

My opinion is that it depends on how clear / intelligible the expiry date is, how much the overprice is, whether there is another price for the same product on display, and how long the queue / fed up the CS looks. If too many factors are against it I don't bother.

I've yet to be refused a R&R on an expired offer, a plattering og legalese and pantient, friendly but firm attitude works well IMHO.

HTH - Rufus.

toadyfrog

Ibroxblue wrote:

I have just looked at the Tesco R&R policy online which states that

"And if things don't add up ~
In the unlikely event that we overcharge you we will give you your money back and you can keep the product. "

But instore this policy is

"And if things don't add up ~ In the unlikely event you are charged a higher price than on the shelf or the product we will refund your money and you can keep the product"

This does make a difference to R&R at my local store - I had been overcharged on two CD's against the poster price and I was refused R&R and only refunded the difference on the basis that the policy only applies to shelf edge labels or stickers on the product.

Are tesco staff wrong?

One store near me has an extra line on the sign which states

This does not apply to any promotions

another store

if the product overcharged on is a reduced or special offer then the difference will be refunded

raggouk

This is the last email I sent to customer services :

Hi

The chart poster was quite specific. Does your policy that starts " if thing
don't add up" does this also cover prices that are advertised on posters ?
This is what I'm trying to ascertain. The store said that the chart cd
posters, that are displayed above the cd's are not the actual prices, that
they are only "guide prices".

If a poster says a cd costs £8.97 and then I'm charged £14.97 at the
checkout, should I have received my money back and been able to keep the
item ?

This is all I'm asking you

And I've had this reply :

Thank you for your email.

Yes it does. But I would have thought that the person who was dealing with your enquiry instore. Had actually checked this out at time of enquiry.

Again I would advise that you had checked qualifying information on poster. For any qualifying terms and conditions.

So customer services are saying that the chart poster IS the price instore, not a "guide" price or the online price

Odd_Fellow

sparklya wrote:

This has been discussed before but I can't quite work out what the concensus was. What's the deal with those yellow labels (often on CDs) that have end-of-offer dates on the bottom right hand corner? The Tescos I went to had quite a few of them, for CDs. I couldn't find a scanner, but I assume that most of them scan at a higher price with the offers having run out in December and some even in November. But would r&r not apply because the end date is indicated?

Thank you.

It's all down to the size of the expiry date. If the date is of a size and nature that makes it difficult to ignore, you're on shakey ground as you should easily be able to see it. However, if the date is in small print (as they so often are) then the essense of the law is that you are not expected to have to read the small print on in-store offers like this. Naturally, it is somewhat different if you see an ad in the paper as you have more time to read that and digest it.

jeffjeff

raggouk wrote:

This is the last email I sent to customer services :



And I've had this reply :



So customer services are saying that the chart poster IS the price instore, not a "guide" price or the online price

I really can't believe that any CS staff would argue that prices are 'guide prices' or internet prices - that really just reeks of determionation not to honour their policy. Why on earth would you expect to see 'guide' prices or internet prices when you are shopping in store.

toadyfrog

I too have been told these are online prices just because it has tesco.com on it. ALthough in other stores I've had a refund no problem.

jeffjeff

Perhaps we should go armed with a list from their website of the prices for all their chart cds - very many of these are cheaper than in store. Many are £8.97 which is cheaper than in store. Many things are cheaper on the net, and for obvious resons, but there is no way I believe they would honour these prices in store.

If I was on CS, instead of making up more and more ridiculous reasons not to r+r, I think I would be directing my anger towards whoever maintains their prices. I've had the same product on r+r days after originally pointing out their error.

babblerx

...but what does R & R stand for in the context of this forum? I've read hundreds of posts on this forum but can't seem to find the definition.

Only started looking for misprices yesterday and only have a normal Tesco store near me....seemed to be a few CDs with differing price info, also packs of 20 DVD+R discs that had 2 different prices listed. Unfortunately, because my local store is one of the smaller ones I had no way to check what they would scan at. Does anyone know of a way of checking prices in a store with no customer scanner cos I'd feel like a bit of a dork asking an assistant when there are clearly 2 prices on display?

Cheers fellow bargain seekers.