Tesco misprice policy discussion area II

nuttyrockeress

divadee wrote:

"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"

Compare the price per kilo on the pack with the shelf edge label price per kilo and where there is a difference the lowest price must be charged.

Hiya

Can anyone give me some idea as to where these signs may be placed?

Also, if you have already bought something but left the shop, can you still query the pricing the following day?

Thanks kindly
Lyndsey x

JAMBO

nuttyrockeress wrote:

Hiya

Can anyone give me some idea as to where these signs may be placed?

Also, if you have already bought something but left the shop, can you still query the pricing the following day?

Thanks kindly
Lyndsey x

The sign(big blue one) is behind the CS desk,the R&R part is at the bottom of the sign.

RufusA

The signs are usually huge A2 sized things behind the CS counter labeled "Our Promises". The paragraph in question is the bottom one (after all the refunds after 28 days with receipt stuff).

They also usually have smaller A5 versions in plastic stands on the CS desk, and tie-wrapped to tills and random pillars in the store.

To date I've yet to find a store without one somewhere, smaller stores without a dedicated CS desk don't tend to have the big version.

HTH - Rufus

mistyarthur

nuttyrockeress wrote:

Hiya

Can anyone give me some idea as to where these signs may be placed?

They should be on the wall plaque at the customer service desk along with info about returns etc.
In smaller stores it might be a little poster thing on the front of the counter or just infront of the till at CS in a little plastic thing also there in bigger stores.

nuttyrockeress wrote:

Also, if you have already bought something but left the shop, can you still query the pricing the following day?

You can but it will be made a lot easier if the mistake is still there otherwise they aren't very likely to give you a full refund without any proof.

philb120

spa2k wrote:

I have said before that i have no issues with people using the R&R policy, its there in case departments like mine make mistakes and customers are charged more than they thought that they would be for their shopping. HOWEVER, when people actually know that they are going to be charged more than the SEL indicates, are they really being overcharged?? A question that is open to debate......and as for people who buy several of one item that they cant possible need (CD's, vacuums, etc etc) then it can be tantamount to fraud (obtaining goods by deception)

It's a pity then that my local tesco just took away the cd poster when I pointed out the discrepancy after buying some cds and carried on overcharging customers for another 2 weeks.

MyUserNamesTaken

spa2k wrote:

HOWEVER, when people actually know that they are going to be charged more than the SEL indicates, are they really being overcharged?? A question that is open to debate......

Yes, they are still being overcharged. Who says so? The Consumer Protection Act. If two prices are indicated, the lower price must be charged. It is against the law to charge the higher price, which is the whole point of Tesco having this R&R policy. If a customer sees two prices on the shelf or product, the customer expects that they should be charged the lower price. If they are then charged the higher price, they have every right to ask for Tesco to apply its R&R policy. It doesn't make a difference if people know beforehand that the item is going to go through at the higher price, as that's down to Tesco's inability to price check properly.

spa2k wrote:

and as for people who buy several of one item that they cant possible need (CD's, vacuums, etc etc) then it can be tantamount to fraud (obtaining goods by deception)

It's perfectly legal, whereas fraud isn't. How can it be tantamount to fraud? Where's the deception?

spa2k wrote:

Cue all those that say tesco is making millions by defrauding customers.......

You said it. Tesco has this policy in order to avoid Trading Standards, as they know they will get heavily fined and end up with masses of bad publicity if Trading Standards were to act on the overcharging regularly taking place in Tesco.

georgiac

I find this a totally fascinating forum, I'm hooked, not just for the rewards - freezer full, cd's and a dyson, but for the legality, morality and issues it raises.

I have no problem entering Tescos knowing a label is overpriced on a product, I welcome it, I make the most of it, but for the last 20 years of being a consumer who rarely ( if ever ) checked their supermarket till receipt it makes me wonder how many thousands of pounds I've been overcharged.

What annoys me is that CS seem to have the mindset that instead of reducing the item cost to meet the shelf label, they'll up the cost of the item by removing the label completely. Maybe the shelf label is incorrect, maybe it's the product but I've yet to see them adjust the product downwards in price.

If, as has been stated Tescos do this because of Trading Standards, why don't the other supermarkets - or do they?

spa2k

It's a pity then that my local tesco just took away the cd poster when I pointed out the discrepancy after buying some cds and carried on overcharging customers for another 2 weeks.

So the incorrect poster is taken down and so that the prices being charged are correct and still you complain?? When the poster was taken down, the SEL price is the only one displayed and therefore you are being charged as per the displayed price.

MyUserNamesTaken wrote:

Yes, they are still being overcharged. Who says so? The Consumer Protection Act. If two prices are indicated, the lower price must be charged. It is against the law to charge the higher price, which is the whole point of Tesco having this R&R policy. If a customer sees two prices on the shelf or product, the customer expects that they should be charged the lower price. If they are then charged the higher price, they have every right to ask for Tesco to apply its R&R policy. It doesn't make a difference if people know beforehand that the item is going to go through at the higher price, as that's down to Tesco's inability to price check properly.

So, despite the fact that you/someone has scanned the product to find out the price that you/someone KNOWS that you will be charged when you go through the till you still claim ignorance and ask for an R&R....its the same as obtaining goods by deception,(the argument being that you knew the price you would be charged when you scanned the item either at the self scan tills or at the instore scanner).....wonder what law you can quote to get out of that one?

Tesco has this policy in order to avoid Trading Standards, as they know they will get heavily fined and end up with masses of bad publicity if Trading Standards were to act on the overcharging regularly taking place in Tesco.

So you have queried the reasoning for this with the Tesco policy department.....i thought not!! The reason that Tesco has this policy is to provide another exceptional service to its customers.....not to avoid trading standards...

spa2k

georgiac wrote:

What annoys me is that CS seem to have the mindset that instead of reducing the item cost to meet the shelf label, they'll up the cost of the item by removing the label completely. Maybe the shelf label is incorrect, maybe it's the product but I've yet to see them adjust the product downwards in price.

If, as has been stated Tescos do this because of Trading Standards, why don't the other supermarkets - or do they?

If I may query you on this point georgiac...the phrase overcharge is misused in this thread...as the thread title explains, it is a misprice.

The price charged at the till is the correct price set by Tesco head office. This is the price charged in most tesco stores at the time of sale. The label is an indication of price however, if the label is wrong then the price shown is the price that should be charged at the point of sale. Customer service do not up the cost of anything, they simply inform the department that deals with labelling who put out the label that shows the correct price as set on the Tesco system by head office.

In summary, the store(s) that have misprices have failed to change the label that represents either the increase in price or the end of offer when the price on the system changed.

MyUserNamesTaken

spa2k wrote:

So the incorrect poster is taken down and so that the prices being charged are correct and still you complain?? When the poster was taken down, the SEL price is the only one displayed and therefore you are being charged as per the displayed price.



So, despite the fact that you/someone has scanned the product to find out the price that you/someone KNOWS that you will be charged when you go through the till you still claim ignorance and ask for an R&R....its the same as obtaining goods by deception,(the argument being that you knew the price you would be charged when you scanned the item either at the self scan tills or at the instore scanner).....wonder what law you can quote to get out of that one?



So you have queried the reasoning for this with the Tesco policy department.....i thought not!! The reason that Tesco has this policy is to provide another exceptional service to its customers.....not to avoid trading standards...

Point one: As stated before, it doesn't matter whether the customer has scanned the product before buying it. The price indication is wrong and against The Consumer Protection Act. No matter how hard you try, spa2k, you won't be able to shift blame from Tesco onto the customer with this one.

Point two: You are totally deluded if you think Tesco has this policy in order to provide exceptional service to its customers. Exceptional service would be not to overcharge them in the first place. If exceptional service was the point of this policy, why do so many CS staff and managers do all they can to avoid following the policy? Get real, spa2k. I think you've been brainwashed. Incidentally, I don't have to query the point of this policy. As stated in a previous post, the nature of my job means I frequently have far too much contact with Tesco. You may be an employee, but you have no clue what really goes on higher up the ladder. Don't worry, though. Just keep swallowing the Tesco doctrine. You never know, if you keep up this Tesco !!!!!! kissing, you may get put on Options.