Tesco misprices discussion area part 4

spa2k

marge_b._simpson wrote:

It seems strange that one store gives the r&r and another one doesn't for the same incident.

Are customers expected to read the date or barcode numbers on the labels or just check that the product matches the one they have picked up?

Surely if the staff leave an out of date label in place this is giving the impression that you will be paying that amount for it.

I wonder if Tars, spark or CSman would comment please?

personally i think that what you have said speaks for itself.

cs_guy

marge_b._simpson wrote:

It seems strange that one store gives the r&r and another one doesn't for the same incident.

Are customers expected to read the date or barcode numbers on the labels or just check that the product matches the one they have picked up?

Surely if the staff leave an out of date label in place this is giving the impression that you will be paying that amount for it.

I wonder if Tars, spark or CSman would comment please?

We'll from what people has said on here apprently HO say that because it includes the phrase 'offer ends' then R+R doesn't apply as it clearly states when the offer finsishes.

However, all my staff, issue R+R if this occurs. I would not exspect a customer to guess the price of a product because Tesco have failed to do their job and remove the SEL's of a promotion which has finished. To my knowledge most stores issue R+R with this type of situation however I have came across one or two who don't.

I'll look into it further as I'm quite sure the Price Marking Order, or the Consumer Rights Act has somthing somwhere regarding the matter.

MyUserNamesTaken

cs_guy wrote:

We'll from what people has said on here apprently HO say that because it includes the phrase 'offer ends' then R+R doesn't apply as it clearly states when the offer finsishes.

However, all my staff, issue R+R if this occurs. I would not exspect a customer to guess the price of a product because Tesco have failed to do their job and remove the SEL's of a promotion which has finished. To my knowledge most stores issue R+R with this type of situation however I have came across one or two who don't.

I'll look into it further as I'm quite sure the Price Marking Order, or the Consumer Rights Act has somthing somwhere regarding the matter.

Consumer Protection Act - misleading price indications is the thing you're looking for. Customers are not expected to read the small print on a SEL. If an offer has expired, it is down to the retailer to remove the label so as not to cause misleading price indications. If the SEL is left in place, the retailer should charge that price (or the lowest price displayed when two labels are displayed).

Advice from HO varies, depending on who you talk to. As it stands, r&r should always be given if an expired SEL is left in place.

cs_guy

Thanks! Yeah I could remember there was somthing somewhere which went against it. :j

Little_John

Thanks guys I think a letter to TS is required, I actually wanted this item as my video died last week so I was happy to have found it.

LJ

Oh cs_man great to see you on the forum, and btw the CS person at the Tesco I was is was really pleasent.

nannaC

bylromarha wrote:

Not at all. As in every walk of life you get people who are good/bad at their job.

I had a great chat with CS whilst getting a R +R about how rude the customers infront of me were. I couldn't believe the flack they were giving the poor person because she was on CS desk by herself and there was a queue. What could she do about it?

I told her how rude I thought they were and how well she handled it...and also told her I hoped the collegue she called over to help with that particular problem took their time going to the shelf for the query.

CS still greeted me with a smile, even though she had to have the grief from the annoying people in front. My biggest r + r of £115 on travel insurance was also done with a smile in a different store to this. The r+r triggered a cancellation, which was also resolved very pleasantly (albeit, a conversation occured away from my ears with shifty glances in my direction)

I do agree with previous posts that CS staff should always be polite, but there is never an excuse for rudeness, from CS or customers alike.

WELL SAID :T

And just to remind everyone there are forms at CS you can fill out to thank staff for their good service. these then get passed to the Manager who in turn issues awards. As I have said in the past it is not a lot but good manners cost nothing and a smile and thankyou go a long long way.

Martini

I have had very little trouble with CS staff that I have dealt with.
Most couldn't be more pleasant! Some have tried to palm me off with the difference when I claim I have been overcharged but all I do is politely point out their policy. I am never rude, always calm and "stick to my guns"! I'm still awaiting the refund on my Xbox games but the manager dealing with me was on holiday last week. I will contact him next week and let him know (politely of course) that I think I have waited long enough!
I'm sure that most CS staff are generaly goo people but we're all human.
If they've had a bad day and we go in "guns blazing" there will be a negative response. Remember: Always be polite but firm and remain calm. Don't accept a refund there and then if you aren't getting anywhere. Take it with you as there is always tomorrow!

Addy

MyUserNamesTaken wrote:

Consumer Protection Act - misleading price indications is the thing you're looking for. Customers are not expected to read the small print on a SEL. If an offer has expired, it is down to the retailer to remove the label so as not to cause misleading price indications. If the SEL is left in place, the retailer should charge that price (or the lowest price displayed when two labels are displayed).

Advice from HO varies, depending on who you talk to. As it stands, r&r should always be given if an expired SEL is left in place.

Indeed, and in fact even Tesco's own policy clearly states "price on the shelf", not "price on the shelf....unless it's an expired offer"!!

wendiewoo

hubby looked online for a pc game and said available at tesco extra and price, he went to town bought it and been charged 3.00 more, it doesnt say its a web offer only can anyone advise on this please????

bobsa1

I was at Tesco Clifton Moor today for a refund on 6 packs of hula hoops. All together 4 members of staff were called to deal with a £10.08 overcharge (truly over the top)

First member of staff said she was sick of doing refunds today and felt like walking out, she called checkout supervisor who said he wasn't authorised to do such a big refund!!

Next came checkout manager who said it was nothing to do with them.

Then came duty manager who asked why I had bought 6 packs of crisps, "lots of children and a really good offer" says I

Then he called someone else, no idea why, who gave me my refund.

I don't usually shop there so either they are always like this or I was unlucky. DH wondered what manager would have said if I had advised him I knew there was a misprice and I wanted r & r and that was why I bought 6 packs (lol)