Tesco Misprices Discussion area part 5

bb999

rdwarr wrote:

I guess you're not a father then
Last thing I need at the moment is a book giving me loads of extra work to do!

I am, and i'd probably be a bit p*****d off if my kids bought me this. But my old man loves DIY. (He does now, anyway!!)

bb999

linzz wrote:

Yesterday I tried my first R & R on a samsung d500 that was offered as having £20 off if spending over £40 in store. However, the £20 wasn't taken off so off I went to CS desk where they offered me the £20 difference, at which point I mentioned their policy on being overcharged. She got another CS assisant who finally got a manager (as my partner who had left me to deal with it had got peed off with them trying to fob me off and was not going to accept anything but a full refund!)
Their first argument was that the shelf price said £149.97 and that was what we had been charged even though I said it also had a price of £129.97 which is what we should have been charged. She said she had checked the shelf before she came to the CS desk and there was no SEL with the cheaper price which she seemed happy to prove to us. When we back to the phones there was no SEL and yet all the other phones in the offer did have one. She then said that it was an operator error as she should have applied the £20 discount and their policy did not cover operator error! I said I had still been overcharged and that the policy should apply. She said we could have a full refund but give the phone back or have the £20 which she kept waving under our noses at which point my partner asked for the address of HO to complain to as he wasn't going to accept the £20. She asked for my name, address and phone no. I thought for someone to get in touch but then she handed over their customer service address and telephone no. and kept my details-? All this time she kept trying to get us to take the £20 anyway which OH wouldn't do as he said if we did we'd have no chance of getting a refund!

I felt I was right to get a full refund and keep the phone but this manager was not going to budge and neither was my OH!

Should we have just taken the £20 or should I ring customer services and try and get the full amount refunded?

This is a bit of a grey area. Operator errors ARE excluded, eg when an item is scanned twice.
If the operator should deduct the amount, which you have no way of proving, then you will not be entitled to a refund.

If you wanted the phone anyway I would just accept the £20 refund offered, and in future limit R&R to more obvious items.

ben500

linzz wrote:

Yesterday I tried my first R & R on a samsung d500 that was offered as having £20 off if spending over £40 in store. However, the £20 wasn't taken off so off I went to CS desk where they offered me the £20 difference, at which point I mentioned their policy on being overcharged. She got another CS assisant who finally got a manager (as my partner who had left me to deal with it had got peed off with them trying to fob me off and was not going to accept anything but a full refund!)
Their first argument was that the shelf price said £149.97 and that was what we had been charged even though I said it also had a price of £129.97 which is what we should have been charged. She said she had checked the shelf before she came to the CS desk and there was no SEL with the cheaper price which she seemed happy to prove to us. When we back to the phones there was no SEL and yet all the other phones in the offer did have one. She then said that it was an operator error as she should have applied the £20 discount and their policy did not cover operator error! I said I had still been overcharged and that the policy should apply. She said we could have a full refund but give the phone back or have the £20 which she kept waving under our noses at which point my partner asked for the address of HO to complain to as he wasn't going to accept the £20. She asked for my name, address and phone no. I thought for someone to get in touch but then she handed over their customer service address and telephone no. and kept my details-? All this time she kept trying to get us to take the £20 anyway which OH wouldn't do as he said if we did we'd have no chance of getting a refund!

I felt I was right to get a full refund and keep the phone but this manager was not going to budge and neither was my OH!

Should we have just taken the £20 or should I ring customer services and try and get the full amount refunded?

You are entitled to r&r under these circumstances, If you still have the phone then go for the full refund with head office, if you parted with the phone then they will wriggle out of it, if two prices are displayed the law clearly states the lower price MUST be charged to avoid committing an offence, this hasn't happened and is exactly the situation r&r was set up for, essentially as a bribe for you NOT taking the issue up with Trading Standards. Even if you had taken the £20 you would still have the same arguement although they might have argued that you had the accepted the £20 as adequate recompense and therefore the store in question had done right, absolute turd of course but worth a try for them, call them be stern but not rude, visit T.S's site so that you are familiar with the relevant issues that may arise during the conversation and not be caught off guard.

ben500

bb999 wrote:

This is a bit of a grey area. Operator errors ARE excluded, eg when an item is scanned twice.
If the operator should deduct the amount, which you have no way of proving, then you will not be entitled to a refund.

If you wanted the phone anyway I would just accept the £20 refund offered, and in future limit R&R to more obvious items.

This is incorrect the burdon is not on the consumer to ensure the correct price is charged it is on the VENDOR. Using this arguement Tesco would simply have to give a list to each checkout operator each morning with a list of that days reductions and refuse to honour any price discrepancies that occur!

ben500

Annie021063 wrote:

Ok can you expand a bit on the phone R&R please. I went in today and saw one for £149.97 poster said I would get a further £20 off if I spent more than £40 in store - now my shopping before bogof's and multibuys was more than £40 but less than £40 after the deductions therefore I didn't get a discount. I argued this but to no avail, where do I stand? and how did you get a refund on yours???

R&R would not apply in this instance.
I think the crucial wording here is "spend" you did not actually spend £40, your transaction included goods valued over £40 but you said yourself your "spend" was less than £40 which is the qualifying amount.

HTH

CheekyLittleMonkey

Hi Folks

Just a query that someone may be able to shed some light on for me. Although the R+R policy as we know it is displayed on huge blue placards behind the customer services desk and also on some small flyers dotted around the stores. Why is it, on the only 2 R+R's I have tried, each time I have been offered only a Refund with no mention of the fact of the overcharge and thus their refund and retain policy. On both occasions I am been somewhat flummoxed as to what to say in reponse to this, but do in the end point it out point blank to them but must admit I find this quite embarrassing. Perhaps I am answering my own question here but maybe its store policy instilled into staff not to mention this (although they ARE perfectly aware) until the Customer should mention it first. They seem ever so relucant and make me feel like some kind of criminal, perhaps that is there intention so one does not come back and try this again. P'd me off yesterday. Sorry for the moaning! :mad:

mandy_moo_1

Well i'm absolutely LIVID at the mo :mad: Just got back from tesco, and their healthy living chicken breasts are STILL priced wrong...the SEL stated £9.44kg but the pack price said £9.81kg.

I bought 3 packets,took em to CS, waited at the desk whilst she went off to check the shelf...10 minutes later she comes back with a smug look on a face, clutching a shelf label that said £9.81kg!!!
I insisted on going back to the fridge where i'd got them from, and lo and behold! the original SEL was gone! I told her it was obvious to me that she'd brought a new label to show me just to get out of honouring their policy, and she got really snotty with me.
i had to insist on a straight refund for the chicken, took her name, and have just telephoned head office CS to complain...they're supposed to be getting back to me....well, better not hold my breath then, had I?

Still, the kids say i shouldn't moan too much, cos we've already got 48 chicken breasts and 2 organic legs of lamb out of them this week cos they've never bothered to change the SEL until today.....so that serves 'em right!!:dance:

mandy_moo_1

CheekyLittleMonkey wrote:

They seem ever so relucant and make me feel like some kind of criminal, perhaps that is there intention so one does not come back and try this again. P'd me off yesterday. Sorry for the moaning! :mad:

Yep....that's EXACTLY how they made me feel today.Anyone would think it was coming straight out of their pocket!!

ben500

CheekyLittleMonkey wrote:

Hi Folks

Just a query that someone may be able to shed some light on for me. Although the R+R policy as we know it is displayed on huge blue placards behind the customer services desk and also on some small flyers dotted around the stores. Why is it, on the only 2 R+R's I have tried, each time I have been offered only a Refund with no mention of the fact of the overcharge and thus their refund and retain policy. On both occasions I am been somewhat flummoxed as to what to say in reponse to this, but do in the end point it out point blank to them but must admit I find this quite embarrassing. Perhaps I am answering my own question here but maybe its store policy instilled into staff not to mention this (although they ARE perfectly aware) until the Customer should mention it first. They seem ever so relucant and make me feel like some kind of criminal, perhaps that is there intention so one does not come back and try this again. P'd me off yesterday. Sorry for the moaning! :mad:

You are indeed answering your own questions, whilst this is not driven by head office it is not condemned or discouraged thus the complacency is seen as acceptance and condonance. It's the old "we shouldn't really do/say this but nobody ever says anything about it, if they push for r&r then just give it to them" However this gives many the courage to fight tooth and nail to prevent r&r in the knowledge that most customers will be intimidated or cajoled into walking away with their tails between their legs.

Clasics

I would also imagine the fact that the CS rep 'got away' with just issuing a refund of the overprice would be 'flagged up' on the system in some way (a different code to the full R&R?) and they may get praise from 'on high' thereby perpetuating the dishonest practice?