Tesco misprices discussion area part 4

jools61

I have had problems with my local Tesco and wondered if any forum members could advise me what to do?

I bought a Motorola phone on their recent offer at Tesco Extra. The offer finished 19th Feb, but I bought the phone last week. The sign instore said "£10 off all Motorola phones over £50". The phone I bought wasn't over £50 as the SEL price said £49.97, but there was a leaflet next to the phones with a picture of that model, the V171 and a price of £39.97. I took this to mean that the phone I was buying was included in the offer. But at the checkout I was charged £49.97.

I went to Customer Services to query this. The lady on the desk didn't know anything about the offer. She checked with the Electrical Dept. I was then told that the offer "didn't apply to that model in Tesco Extra stores". I had a copy of the leaflet so I showed this to her and complained that the leaflet did not state that, so it was infact misleading. I also said that if that was the case, then the leaflets should not have been on display in a Tesco Extra store. She offered to take the £10 off the price of the phone for me, but I said that I was not happy about it, as if they were willing to offer me the money off then that was agreeing with me that I'd been overcharged. There was a sign at the desk stating their R & R policy, so I pointed this out to her. I said I was aware of their policy as I had been overcharged a couple of times last year. She then phoned a manager, who told her not to do an R & R. I heard him say "We can't let it go at that price". The woman then said "I'll ring the Dundee office for you tomorrow and see what they say." She took my number and offered to phone me back next day. No-one did.

Three days later I went back to the store and asked Customer Services why no-one had contacted me. The woman at the desk had my query logged on the computer, but said that the records showed the duty manager had seen me and explained that I had read the leaflet wrongly. She said there was no need to contact the Head office as it was my mistake. I told her that I hadn't
seen the manager at all and no-one had said it was my mistake. The woman on the desk got very stroppy with me. She wouldn't back down and admit I'd been overcharged, so I got a refund as it was all I could do.

Before leaving, we went up to the Electrical Department to check the terms of the offer, but all the leaflets had been removed from display. There had been hundreds of leaflets only a couple of days before, so I asked a member of staff for a spare one as the offer was still current at the time. She searched but couldn't find any anywhere. She then made enquiries. When she came back I was told a manager had removed all the leaflets, as the offer was "causing confusion amongst some customers".

I wanted a copy of the leaflet to show Trading Standards, but they have suspiciously removed the "evidence". Has anyone else managed to obtain a refund from a Tesco Extra store?

bear1

has anyone noticed how much the teknika dvd players are in their local store lately? my local Tesco has just put the price back up again after 3 weeks of it being unpriced.

spa2k

jools61 wrote:

I have had problems with my local Tesco and wondered if any forum members could advise me what to do?

I bought a Motorola phone on their recent offer at Tesco Extra. The offer finished 19th Feb, but I bought the phone last week. The sign instore said "£10 off all Motorola phones over £50". The phone I bought wasn't over £50 as the SEL price said £49.97, but there was a leaflet next to the phones with a picture of that model, the V171 and a price of £39.97. I took this to mean that the phone I was buying was included in the offer. But at the checkout I was charged £49.97.

I went to Customer Services to query this. The lady on the desk didn't know anything about the offer. She checked with the Electrical Dept. I was then told that the offer "didn't apply to that model in Tesco Extra stores". I had a copy of the leaflet so I showed this to her and complained that the leaflet did not state that, so it was infact misleading. I also said that if that was the case, then the leaflets should not have been on display in a Tesco Extra store. She offered to take the £10 off the price of the phone for me, but I said that I was not happy about it, as if they were willing to offer me the money off then that was agreeing with me that I'd been overcharged. There was a sign at the desk stating their R & R policy, so I pointed this out to her. I said I was aware of their policy as I had been overcharged a couple of times last year. She then phoned a manager, who told her not to do an R & R. I heard him say "We can't let it go at that price". The woman then said "I'll ring the Dundee office for you tomorrow and see what they say." She took my number and offered to phone me back next day. No-one did.

Three days later I went back to the store and asked Customer Services why no-one had contacted me. The woman at the desk had my query logged on the computer, but said that the records showed the duty manager had seen me and explained that I had read the leaflet wrongly. She said there was no need to contact the Head office as it was my mistake. I told her that I hadn't
seen the manager at all and no-one had said it was my mistake. The woman on the desk got very stroppy with me. She wouldn't back down and admit I'd been overcharged, so I got a refund as it was all I could do.

Before leaving, we went up to the Electrical Department to check the terms of the offer, but all the leaflets had been removed from display. There had been hundreds of leaflets only a couple of days before, so I asked a member of staff for a spare one as the offer was still current at the time. She searched but couldn't find any anywhere. She then made enquiries. When she came back I was told a manager had removed all the leaflets, as the offer was "causing confusion amongst some customers".

I wanted a copy of the leaflet to show Trading Standards, but they have suspiciously removed the "evidence". Has anyone else managed to obtain a refund from a Tesco Extra store?

1. The phone was not over £50 so the £10 off would not have applied.
2. The phones price was advertised on the leaflet at £39.97, however the leaflet was wrong. There SHOULD have been a notice on the shelf advising of this.
3. Tesco customer service have been told to give a £10 refund to customers that have purchased the phone and complained as the leaflets have the misprinted price on them.
4. The leaflets have not "suspiciously" disappeared, the £10 off offer finished on the 19th, today is the 20th so the leaflets have been removed.
5. Virtually the last 5 days have been dedicated to this matter, just read the thread!!:)

JAMBO

spa2k wrote:

1. The phone was not over £50 so the £10 off would not have applied.
2. The phones price was advertised on the leaflet at £39.97, however the leaflet was wrong. There SHOULD have been a notice on the shelf advising of this.
3. Tesco customer service have been told to give a £10 refund to customers that have purchased the phone and complained as the leaflets have the misprinted price on them.
4. The leaflets have not "suspiciously" disappeared, the £10 off offer finished on the 19th, today is the 20th so the leaflets have been removed.
5. Virtually the last 5 days have been dedicated to this matter, just read the thread!!:)

Spa2k,in fairness the vast majority of stores had removed the leaflet well before the expiry date.

spa2k

JAMBO wrote:

Spa2k,in fairness the vast majority of stores had removed the leaflet well before the expiry date.

absolutely, it was not a suspicious rouse to remove evidence though..

Hey_Dude

For what it's worth, here are The Dude's thoughts.

With the really really decent R&Rs (computers, TVs, TomToms, mobiles etc) you need to get in FAST to get a R&R.

Tesco aren't always on the ball, but in fairness when they do catch on to a mistake - the V171 is a classic - then you can sort of understand their position to protect themselves - particualrly if Head Office have issued a missive to all stores - as seems to be the case with the V171.

I was one of the lucky ones who got one - gave it to my Dad who's having great fun with it......

But I missed out on the computers, TVs, TomToms etc etc in the past cause, being Dudish, I was too slow.

So Dudes - if you see a misprice - get in fast if you really really want it.

Take her easy,

Duder

SlaveToFashion

Today I got 8 of the mis-priced Fanta bottles. SEL 77p scans 81p. When I took it to CS they said they could only refund five of the bottles. They said there bulk buy policy was only five of each item. I said, "if you could sell me eight, im entitled to R and R on eight. He wasnt having it. He said they it was the till operators fault for selling me eight and that he was only refunding five. I said then I would take the other three at 81p, he said I couldnt because "I could then take the receipt in for a refund in another Tesco. Where do I stand?? Was I conned out of R and R on the three bottles??

rdwarr

I think so. If there was a bulk buy limit then you shouldn't have been sold them in the first place!
Eight bottles of Fanta isn't excessive. I often buy more 2lt bottles than that as I have a big family.

mrpastry

SlaveToFashion wrote:

Today I got 8 of the mis-priced Fanta bottles. SEL 77p scans 81p. When I took it to CS they said they could only refund five of the bottles. They said there bulk buy policy was only five of each item. I said, "if you could sell me eight, im entitled to R and R on eight. He wasnt having it. He said they it was the till operators fault for selling me eight and that he was only refunding five. I said then I would take the other three at 81p, he said I couldnt because "I could then take the receipt in for a refund in another Tesco. Where do I stand?? Was I conned out of R and R on the three bottles??

Personally I feel you've been done,but it does pay to look or ask about bulk purchase policy in different stores,my local Tesco has a bulk policy of .....3.!!!
I have sussed out how to get round this by doing separate purchases,my last one was the caffiene free 12pk coke,went through till with 6 (2x3) and went to C/S and they tried to fob me off but I stuck by my guns and they done it as goodwill LOL

-=Mr-J=-

SlaveToFashion wrote:

Today I got 8 of the mis-priced Fanta bottles. SEL 77p scans 81p. When I took it to CS they said they could only refund five of the bottles. They said there bulk buy policy was only five of each item. I said, "if you could sell me eight, im entitled to R and R on eight. He wasnt having it. He said they it was the till operators fault for selling me eight and that he was only refunding five. I said then I would take the other three at 81p, he said I couldnt because "I could then take the receipt in for a refund in another Tesco. Where do I stand?? Was I conned out of R and R on the three bottles??

If you were sold them, their bulk-buying policy is irrelevant as to whether you should have had them or not. The situation is post sale therefore your contract is formed and the policy was not brought to your attention.

With regard R&R, if their 5 item bulk policy is valid, then IMO you should have got 5xR&R and 3xDifference - after all you have still been illegally overcharged.

God help you if you were holding a childrens party - 8 bottles is nothing.