Tesco misprice policy discussion area part III

coolforcash

Having found out about the Tesco R & R policy a few weeks ago I have been viewing these threads with interest. I've never posted before but thought I'd share a recent experience with you all.

Last week I purchased a chart CD, PM at £8.97, advertised at 20% off. I scanned it on the self-checker machine and it scanned at £8.97. When I purchased it a multi-buy saving showing "20% discount" was shown at the bottom of the receipt as a £1.80 deduction.

This week I purchased a laptop which scanned at just under £400, which is what I was charged. I went back to the store to query why the 20% discount had not been applied. After speaking to various managers they claimed that the discount had already been applied.

The signs across the store stated "20% off all laptops" and "See shelf edge labels for details". The shelf edge label had a couple of prices crossed out but no mention of the 20% discount.

Based on my purchase last week I argued that the pricing was inconsistent and therefore unclear and ambiguous and that either a 20% discount should have been deducted from the price at the POS or the sign should have read "price includes discount" (it did not).

One manager argued that the previous week's offer stated "deduction applied at checkout" but I said that despite the fact it did not say it this time, my experience led me to believe that it would be consistent as a "20% off" promotion. He agreed that it was "slightly inconsistent" but would not do anything about it. He said there was a legal team at HO who deal with SELs and they would have deemed the SEL acceptable before rolling it out nationwide. He said I could take it to HO if I wanted so I asked him if I could take a photo of the sign. He said no photography was allowed instore. I asked if he could give me a copy of the sign and he also said no. As I wrote down the exact wording of the sign he called the store manager who adopted a more agressive tone and said it was clear enough and that I could either return the laptop for a full refund or take it up with HO/TS.

The store manager then proceeded to ask me why I proceeded with the purchase if I was not happy with the price. I said that I checked the receipt for any discount applied when I got home and re-checked the SEL price the next day. He said that I should have paid more attention when I bought the product! Surely that argument contradict's the entire R & R policy?

Would anyone else agree that this pricing is ambiguous based on my experience from one week to the next or would TS say that Tesco were being clear with the pricing? I'm quite happy to write to TS/HO to take it further but if anyone else has had a similar query and not got a positive outcome I'd be keen to hear about it in case I'm wasting my time!

I believe I have a valid argument that the TS legislation of "clear and unabiguous" has not been applied but am not sure how to proceed now or whether it'll prove to be waste of time and stressful.

Thanks!

C4C

spa2k

coolforcash wrote:

Having found out about the Tesco R & R policy a few weeks ago I have been viewing these threads with interest. I've never posted before but thought I'd share a recent experience with you all.

snip

I believe I have a valid argument that the TS legislation of "clear and unabiguous" has not been applied but am not sure how to proceed now or whether it'll prove to be waste of time and stressful.

Thanks!

C4C

The 20% discount has been applied in a different way probably as they were set up by different people or due to technical constraints.

The entertainment 20% discount was easy to set up....the company can set a flag on the till system that says "apply a 20% discount at the till to any products within the entertainment department". It is not possible for this to be done on the current 20% promotion and therefore the discounts are applied to each individual product in the form of a price reduction. Each product within this promotion has a crossout yellow label stating the before and after price. There is nothing misleading about the signs, there IS 20% off of all laptops, sat navs and digital cameras.

Yes, there is an inconsistency in the way that the 20% off has been applied but nonetheless you have NOT been misled, you have received a 20% discount.

Personally, i disagree with your statement that the pricing in unambigous, the labels are all yellow and have crossouts on them - and as you have said the signs say "SEE SHELF EDGE LABEL FOR DETAILS". From a TS point of view, i can see no case to answer.

spa2k

MyUserNamesTaken wrote:

This makes interesting reading. According to Which, Asda beats Tesco across the board on Customer Satisfaction. How long will it be before Tesco finds itself as the number 2 supermarket in Britain?

Indeed it does make interesting reading......however the doom mongers have been out in force ever since Walmart bought Asda and since then Tesco have simply consolidated their position as number one.

Due to the nature of this site and human nature in general we generally only ever get to here the horror stories or peoples bad experiences. Why would Doris from no 72 post that she went to Tesco, got what she wanted, paid what she expected and was quite happy. We wouldnt simply because nothing out of the ordinary happened.

Tesco DO have thousands of satisfied customers on a weekly basis, somewhere along the line they ARE doing something right but the company needs to be aware of the Sainsbury situation a few years ago and not get complacent in either its attitude or with the service it provides on a daily basis.

dragonfly02

spa2k if you check out this section of mse and search in each section for tesco's you will find evidence of both good and bad experiences with tesco's however there seems to be LOADS more complaints than pats on the back for tesco's.

Maybe this explains why these tesco's thread are so full of people trying to make the most of the missprices in tesco's by way of compensation

Tars

dragonfly02 wrote:

spa2k if you check out this section of mse and search in each section for tesco's you will find evidence of both good and bad experiences with tesco's however there seems to be LOADS more complaints than pats on the back for tesco's.

Maybe this explains why these tesco's thread are so full of people trying to make the most of the missprices in tesco's by way of compensation

As spa2k said you are always going to find more people being negative on websites. Lets face it when your shopping trip is fine you don't rush around trying to tell people what a normal time you had a Tesco. However if something goes wrong most of us (myself included) love to have a good moanup


As for this explaining why these threads are full of people trying to make the most of the missprices. You don't think that has anything to do with that fact that:

A) This is a website based around saving money. Thus there are going to be alot of people here trying to save money!!
We all love free stuff! I know I do!

dragonfly02

Tars wrote:

As spa2k said you are always going to find more people being negative on websites. Lets face it when your shopping trip is fine you don't rush around trying to tell people what a normal time you had a Tesco. However if something goes wrong most of us (myself included) love to have a good moanup


As for this explaining why these threads are full of people trying to make the most of the missprices. You don't think that has anything to do with that fact that:

A) This is a website based around saving money. Thus there are going to be alot of people here trying to save money!!
We all love free stuff! I know I do!

Actually i was trying to point out that there ARE infact stories from people who have had excellent service from Tesco and not all is doom and gloom.
There are people prepared to praise Tesco.

Tars

dragonfly02 wrote:

Actually i was trying to point out that there ARE infact stories from people who have had excellent service from Tesco and not all is doom and gloom.
There are people prepared to praise Tesco.

Opps. Sorry!

MyUserNamesTaken

spa2k wrote:

Indeed it does make interesting reading......however the doom mongers have been out in force ever since Walmart bought Asda and since then Tesco have simply consolidated their position as number one.

Due to the nature of this site and human nature in general we generally only ever get to here the horror stories or peoples bad experiences. Why would Doris from no 72 post that she went to Tesco, got what she wanted, paid what she expected and was quite happy. We wouldnt simply because nothing out of the ordinary happened.

Tesco DO have thousands of satisfied customers on a weekly basis, somewhere along the line they ARE doing something right but the company needs to be aware of the Sainsbury situation a few years ago and not get complacent in either its attitude or with the service it provides on a daily basis.

I'm not about to say what work I do in Tesco, but trust me when I say that I am extremely experienced in reporting on Tesco service standards. I've yet to have a store give excellent service (and this is looking at Tesco from both a customer's and a visitor's perspective). In my experience, being a visitor to the store (going in through reception and signing in, etc), staff can be worse. I can be left waiting for an MM for ages (and I mean more than 20 minutes!) Saying that, one of the stores I visited as a visitor last week let me get a free coffee from the staff canteen. The woman on reception told me to go grab a coffee and a suit let me use his cardinal card. Most of the time, the experience is so-so. One thing I will say is this: the Living Service program didn't work.

Robert5686

Tars wrote:

As spa2k said you are always going to find more people being negative on websites. Lets face it when your shopping trip is fine you don't rush around trying to tell people what a normal time you had a Tesco. However if something goes wrong most of us (myself included) love to have a good moanup


As for this explaining why these threads are full of people trying to make the most of the missprices. You don't think that has anything to do with that fact that:

A) This is a website based around saving money. Thus there are going to be alot of people here trying to save money!!
We all love free stuff! I know I do!

I disagree. This website is about "consumer revenge". See heading at top of page. To think otherwise is a little naive.

Robert5686

spa2k wrote:

Ok, I've seen you post on the clubcard matter several times now and feel that I need to put your rather strange assumptions into perspective.

Firstly, congratulations on your RR hunting....

Secondly, You are getting the R&R on someone elses clubcard, what sort of publicity would it generate if Tesco were to trace whomever and ...it simply won't happen.

On a personal note, from the tone of your posts in this thread, i would really question wether anything would have stopped your apparent greed, £300 in one transaction can be described as nothing less. If you were giving back this amount of money from the coffers of the company that you worked for would you smile sweetly? I seriously doubt it.

So now wee have Mr T's excuse as to why his CS staff never "smile sweetly".
If he spent more time sorting out his extortionate overcharging instead of trying to fob us all off on this site he would not have such an army of RRers persuing him. And as for that reply from him regarding the laptop purchase on this mornings messages.....well it says it all.
Go on you RRers you only have one option when T treats you like this.