Tesco misprice policy discussion area part III

spa2k

anyone who has followed this thread will know that i am a team leader for the price integrity department (they who do labels and POS) at one of the larger tesco stores.

I cannot and will not defend cases where SEL's should have been changed and havent. I will not condemn customers who are genuinely "overcharged" and claim on the R&R policy.

We have had the debate before and i am unwilling to get drawn into it again, but i despise those who exploit the policy for no purpose other than greed (6 of 1 cd, 20 packs of chicken etc).

I try to put across the point of view of a Tesco employee however as stated my views are of a personal nature and not one that reflects Tesco stores ltd.

One thing that is of interest is how many people started out claiming "We are helping tesco" and how that has now changed into many more people simply looking for overcharges in order to get free stuff....human nature i guess.

If i was not a Tesco employee would i check and question it....,yes but i wouldnt exploit it to the extremes that some people try to and I also check whatever shopping i do, wherever it is.

What is also of interest is that there is rarely a mention of undercharges yet they are just as common as "overcharges", i know, its my job to check!!

There is no Tesco mafia waiting to pounce on persistent R&R policy users, however i know of at least one case of someone blatantly taking the mick, i cant comment on the case but suffice to say the person is well known in the local area.....BUT there are no pictures of them on display in the CCTV room nor does everyone know about them, those that need to know do know.

Hey Dude, for obvious reasons, i cannot comment about your situation......

Jon Speed, its not strange about the scanners, i have explained before, the technology is obsolete and parts are difficult to get hold of, our scanner system was condemned some months ago.

In reply to your last question netty, why would your opinion change? Deal with some of the people that our CS staff have to deal with (trust me when i say that if you work in retail you are generally regarded as something on the bottom of someones shoe by alot of customers - ALOT, not all!) then you wouldnt want to talk to some of them let alone give away money.

NETTYB3

spa2k

Thank you for taking the time to respond to my reply. I myself have worked in customer services although not in retail and I know that some people want something for nothing and can be rude, but if the policy is in place then it should be used. I am sure the CS staff would ensure that if the item they have purchased has been incorrectly charged for, the policy is carried out so that they get the item free - even if it is to top up their wages/bonus, so why stop other people from getting it.

If I find a mispriced item (and I will be checking my receipts in more detail in the future) I will be interested to see what happens.

As for people buying more than one item because it is free - I wouldn't do it myself but I do not blame people for doing it as it is Tescos own fault for overcharging in the first place!

Netty x

bylromarha

spa2k wrote:

I cannot and will not defend cases where SEL's should have been changed and havent. I will not condemn customers who are genuinely "overcharged" and claim on the R&R policy..

What about the cases where the system is blatently wrong and CS remove the SEL of the cheaper price to ensure that future customers buying that product have no clue they are being overcharged as the tills haven't been updated? The recent Mars R+R is a fantastic example of this...system was behind the new SEL, but as soon as SEL removed, customer doesn't know they are overcharged anymore.

spa2k wrote:

What is also of interest is that there is rarely a mention of undercharges yet they are just as common as "overcharges", i know, its my job to check!!..

I write down prices on my shopping list of everything I buy. I get at least 1 overcharge per shop when buying my day to day purchases. The last time I recall being undercharged compared to SEL was August 2005.

spa2k wrote:

There is no Tesco mafia waiting to pounce on persistent R&R policy users, however i know of at least one case of someone blatantly taking the mick, i cant comment on the case but suffice to say the person is well known in the local area.....BUT there are no pictures of them on display in the CCTV room nor does everyone know about them, those that need to know do know...

Must differ from store to store as I believe I am a "known offender"...I am often followed around my local store (which I do find amusing) and still pick up R+Rs without looking for them, merely by noting what price the SEL says I should be paying at the till comes up trumps most times.

Hey_Dude

spa2k wrote:

Hey Dude, for obvious reasons, i cannot comment about your situation......

You make some useful points.

Thanks for clarifying who you are.

Your comment above (and please bear in mind that after today I am in paranoid plus mode) - does this infer that you have a connection with Tesco Quedgely?

Or would you prefer to respond - "no comment" (wink, wink, governor)?

Or have I read you wrong Dude?

Duder

amandathepanda

I am a genuine customer of Tescos and do not go out of my way to find R & R's, I am just a customer who now checks her receipt before leaving the store.I probably find a error about once a month, and strongly object the way I am treated at the CS desk. They introduced the policy, yet why do I feel like I am committing a crime for asking for a refund and replace. I am sure I am not alone on this one.

spa2k

The mars example that you used, the price was reduced to £1.05 when the hanging board was put up, for some reason it rose to £1.18 after around two weeks (i did the price change in our store) and i believe that it has now gone back to £1.05.

Read me totally wrong dude, i have no idea where quedgely is let alone worked there!!

What about the cases where the system is blatently wrong and CS remove the SEL of the cheaper price to ensure that future customers buying that product have no clue they are being overcharged as the tills haven't been updated? The recent Mars R+R is a fantastic example of this...system was behind the new SEL, but as soon as SEL removed, customer doesn't know they are overcharged anymore.

Why does a poster or hanging board printed weeks in advance represent the current selling price without question? If the mars hanging board said £1.18 and you were charged £1.05 would you say anything? Would you insist that the board was correct? I think not......the system price IS the correct one, misprices are caused by stores not updating the printed material, be that posters, pre priced barcodes, hanging point of sale or any other price displayed in store. The system CAN NOT be behind the SELs, it is the system that generates them.

spa2k

amandathepanda wrote:

I am a genuine customer of Tescos and do not go out of my way to find R & R's, I am just a customer who now checks her receipt before leaving the store.I probably find a error about once a month, and strongly object the way I am treated at the CS desk. They introduced the policy, yet why do I feel like I am committing a crime for asking for a refund and replace. I am sure I am not alone on this one.

The customer service desk did not introduce the policy, some department at head office did.

Hey_Dude

spa2k wrote:

Read me totally wrong dude, i have no idea where quedgely is let alone worked there!!

Thanks Dude - I'm still in shock from earlier...........

Personally I think it's damn good of you to take the time to give us your thoughts as one of Mr T's people.

Even if some Dudes don't agree with what Spa2k posts here - lets show a little respect over the fact that someone from The Other Side is happy to share their views.

After all It's Only Business, Nothing Personal....

Duder

Little_John

spa2k wrote:

The customer service desk did not introduce the policy, some department at head office did.

Any your job as a member of staff is to carry out the orders of the men/women above. your manager is told by his manager and so on until it is the person who made the desision at the top. They are paid big money to come up and impliment these policies.

I work at a premiership football stadium on the turnstiles and I am told everyone must have a ticket to get in and have paid the correct amount for that ticket Adults, Senoirs and kids. you think life on CS is hard, get a pi***d up football fan without a ticket or the wrong ticket 5 minutes before kickoff that isnt getting in to see the match without fixing the problem I am sure the CS never get that sort of thing happening. Its not my fault that I cant let him/her in (yes the women are just as bad) they tried to save money buying a senior or kids ticket I am just following the wishes of my supervisor who was told by his supervisor, the ticket office, the directors who decide the prices.

My job is to do what Im told as is yours and the people on CS

neilx_2

This is a fascinating debate, thanks in no small part to spa2k for their honest alternative view, from the Tesco perspective.

I was a floating shopper until I became engrossed in MSEing so bizarrely Tesco have won a firm customer because of, not despite of, their errors. I spend £100+ a week on the shopping and perhaps find 1 or 2 "misprices" every fortnight, therefore Tesco make a decent amount of profit from me.

I had a situation today where I bought some chicken drumsticks that should have been reduced. The CS was great, agreed I'd been overcharged and said the offer was still current and runs until the 4th of Feb.

They then removed the SEL and so everyone buying the rest of the chicken drumsticks will be overcharged. Why do they do this and not alter the price on the product instead?