Tesco misprices discussion area part 6

mandyc

A previous poster commented that the Adnams Broadside was not included in the above offer.

I have just had a R&R which included the Adnams Broadside. The CS could not check herself as she was on her own but when she rang the wines and spirits department they obviously could not be bothered to check. She tried to give me the difference between what I paid and £4 and I pointed out the notice behind her. She said that they don't always give the full refund but when I pressed a little harder she agreed to give me a full refund.

I then pointed out that the cabbage was wrongly priced. The SEL said 49p per kg and the label on the cabbage said 59p per kg. (Total overcharge was 10p) I said that I would not normally bother for such a small amount but it did make me wonder how many times I had been overcharged and I had not noticed so that was refunded as well.

Constantine

Clasics wrote:

Constantine, what exactly is a '4 point check'? When i was getting an R&R on some Ecovers (again!!) and meat, the duty manager kept scanning the products and shaking his head rather violently and uttering the words 'These are 4 point checks' over and over rather like a mantra. He seemed very put out by the whole episode but wasn't quite so bothered by the (several) games R&R's I was also getting as 'that's a H.O. c*ck up'

First check is the item description - Reef Orange & Passion

Second check is the pack size/weight - 4*275ML

Third check is the ean - 5010038013939

All these should match the item to ensure the right thing is in the right place (and cut down the chance of incorrect pricing).

Fourth check relates to variable weight products, when the price per KG should be checked against the product price. (It used to be something else, but that is not relevent since the SEL's were redesigned). As you all know, this is a step that tends to get missed from time to time

Any errors with this could cause a store created miss price. Should be checked by the people filling the shelves.

Constantine

liz545 wrote:

I suspect that this store has had some kind of HO warning, if the level of misprices you've seen are anything to go by. Each store will be kept accountable for their level of refunds, wastage etc, and if they do a lot of R&R that reflects badly on them. However, that should mean that they're more alert about pricing, rather than just trying to keep the mistakes unreported! As you say, it's not your fault that you're being overcharged, and if I were you I'd bear in mind that you're the wronged party; loudly, and within the earshot of other customers, if necessary!

I have never heard of a store being warned by HO about its r & r level. Refund levels in general are certainly tracked and stores have an individual target based on a percentage of its weekly sales.

Constantine

Clasics wrote:

Agreed. However, if you think about it, if a member of Tesco staff WAS trying to scam the company by way R&R, what would the chances of the name/address supplied being genuine? 'Oh, boss, I've had to give a £100 R&R to a customer earlier, he's written his name down here, it's Gordon Bennett'...

That is kinda the point - If a member of CSD staff was under suspicion and it turned out all the address' were fake....

It is a simple deterent to stop the opportuntist, not a way of stopping someone who is determined to steal.

Clasics

Constantine wrote:

First check is the item description - Reef Orange & Passion

Second check is the pack size/weight - 4*275ML

Third check is the ean - 5010038013939

All these should match the item to ensure the right thing is in the right place (and cut down the chance of incorrect pricing).

Fourth check relates to variable weight products, when the price per KG should be checked against the product price. (It used to be something else, but that is not relevent since the SEL's were redesigned). As you all know, this is a step that tends to get missed from time to time

Any errors with this could cause a store created miss price. Should be checked by the people filling the shelves.

Thanks for that, Constantine! :beer: Very informative. Sorry for yet another question, but where do Price Integrity come into this? The duty manager also kept saying 'None of these are price integrity'

Constantine

Clasics wrote:

Thanks for that, Constantine! :beer: Very informative. Sorry for yet another question, but where do Price Integrity come into this? The duty manager also kept saying 'None of these are price integrity'

PID are responsible for start/change/end of offers. Replenishment are responsible for getting the product in the right place.

kiddy_guy

Here's one for you - din't get it mind you as out of stock, but here's the scenario
"
PSP Giga pack with 2 games - scanned at 219, but no SEL. The only SEL was for the Giga pack with no games @ 209 , but it didn't state this. I was was working on the scenario that it said Giga pack and therefore I was entitled to look at the SEL by the product and take that as read. There was only 1 SEL for any PSP pack, so cust services would have struggled to say I got the wrong SEL.

If it had been in stock should have I got R&R?

TBeckett100

i doubt you would have got a r&r for the psp, as there was no lower price and i checked this pm and they state clearly what type they are.

it would have been a costly gamble and you would have lost that one, especiaqlly given the size of the r&r

kiddy_guy

However the price I paid for the pack was 219. The lower price SEL for the other pack was visible and was 209. There was no SEL for 219.

Edindevon

I had a bit of a strange one in Sidmouth Express today.

I bought 2 packs of Tesco Whole Foods Pistachio Nuts, which had an out of date yellow SEL for £1.26 (50p off), as well as a white SEL for £1.76. They went through at £1.76 each, so I went back and pointed that I had been overcharged. The duty manager was called and without going and looking at the shelf, she rang up the till and offered me £1.52, explaining that she had charged me £1.00 for each bag and that I was getting the difference back. I pointed out that I thought I was due a full refund, as that is Tesco's policy. She said she was unaware of any such policy. I said I was sure that behind every customer services counter in the country, there is a sign that says 'If things don't add up .... you get to keep the product and get a full refund'. She said that she didn't know about this policy. I then suggested she go and call someone who did know about the policy, as it was difficult for me to deal with someone who didn't know their own company's policies. At this point she gave me a full refund. I then left the store, but a few yards down the road, I realised she hadn't given me back my receipt, so I went back and asked for her. She then came out and gave me my receipt and said that I was correctly charged for the Pistachio Nuts and that the label I had seen referred to a different product. I then said I would show her the yellow SEL, which was directly below the nuts I had bought and explicitly referred to them. However, when we got to the shelf, it was evident that she had already removed the yellow SEL and when I pointed out that there had previously been a yellow SEL there, she blustered something about it being for a different product and walked off. There were no other Pistachio Nuts on that shelf, so she really was talking rubbish. When I got out of the store, I looked at the receipt and at the top she had written 'Was the right price on the shelf' and with a circle around the price charged, she had written ' Refunded for good will'.

On reflection, this particular member of staff also tried a similar routine on a refund on Innocent Smoothies, so it is obviously her attitude rather than her lack of awareness of the R&R Policy that leads her to act this way.

Incidentally, this shop also various sun protection products with out of date SELs, but I think most of the offers have in reality been extended and go through at the lower price. Certainly this was the case for the SPF15 Nivea Sun Spray, that went through at £5.82. However, it might be possible that not all the products have had their offers extended, so, for example, the Ambre Solaire SPF15 Sun Milk may go through at the higher price.

They also had an out of date SEL for big bottles of Stella, Kronenburg and Becks at 3 for £4.00 and I think this might be an R&R opportunity, as I don't think this offer has been extended.

Edindevon