Tesco Misprices Discussion area part 7

trevor_john

How can this be fraud.As THEIR sign say "If things dont add up,then we will refund you the cost and you keep the goods " or similar.

Blinking fraud my ar5e !!!

MyUserNamesTaken

bassman wrote:

Well....Here goes....I was going to create a new identity here, to try and get input from "Myusernamestaken"....and to avoid the jibes and background laughing.....but i think its fairly important this, and will just have to put up with the "heat in the kitchen".......................

Went to my local Mr T this afternoon with the intent of buying a PS2.

Came across a PS2 Slimline Black with an out dated SEL of £99.97 on it.....took it to the scanner and it scanned at £99.97.....put it back on the shelf.

Walked around a bit and thought it was quite a good price, so went back and picked up the PS2 console with the game "Over the hedge".....There were various offers on, so I went to the electrics desk to get a price.....£127.94 she said.....so I bought them.

After doing a bit more shopping I went back to the games area to see the prices of other games and noticed a sign saying........Buy a PS2 console with "Over the Hedge" game and get £20 off.....I had just paid £127.94 when I should have only paid £107.94

After finishing shopping I called into Customer Services and told them I had been over charged.

I took the guy to the sign which said £20 off (I honestly hadn't noticed the small lettering on the top which said 18/08/06)....he said it was out of date......and carrying the (also) out of date SEL for the PS2, said, I'll have to do a refund.

Got back to the CS area and I asked him what was happenning....he said he would reduce the price of the game to £7.94........I said "dont you think I should have a refund in line with your policy".....He went to the phone to call the duty manager.

The manager came down and basically said, she wasnt prepared to do a full refund as the amount was too much!!!!...I said "with respect...your policy doesn't mention anything about "amounts""....she said she was well within her rights to refuse me an RnR.... I asked that she phone Head Office so that I could speak to someone in authority... She phoned Customer Services....who said this was a National Error, and could only refund £20 of the "game" price"......I explained that the sign didnt say the game would be reduced....it said £20 off the price of the combined console and game......He then said that the manager had not told him what the sign had said.....He said he couldnt do anything about it.

In the meantime the store security officer came down...He told me that he'd seen me getting refunds before, and they had been on to the police and infact what I was doing was fraud. I told him that it was Tesco's policy I was quoting, and was doing nothing wrong.....He admitted the prices were wrong......He offered me a £20 refund on the game, he told me I was abusing the system, and told me I can't come back into the store again. I'm barred!!!

I ended up getting a full refund....but no goods. (Still got the receipts)...I took their names in order to take the matter further.

Are they correct?

You should have received a full refund and kept the product, in line with Tesco policy. It's not fraud, no matter what the security guy said. They also fed you a line of bull by saying they'd been in touch with the police. Unfortunately, Tesco can ban anyone from their stores, as it's private property. They don't even need to give you a reason. If I were you, I'd take it further. Write a letter of complaint to Tesco HO. CC it to Terry Leahy (his secretary's email address is on one of these discussion threads). Make sure you put in all names, etc. Explain how you were made to feel like a criminal by the security staff in the store, and was told you were committing fraud and that the police had been contacted, etc, etc... You know the sort of thing you need to put in the letter. The security guy does not have the authority to deal with this issue, as it's a CS issue. I would ask HO to overturn the ban too, as you were not doing anything wrong.

Good luck.

bassman

trevor_john wrote:

How can this be fraud.As THEIR sign say "If things dont add up,then we will refund you the cost and you keep the goods " or similar.

Blinking fraud my ar5e !!!

I think he was inferring to it as fraud as I had had RnR in the past......I told him it was their policy.....

seanparkin

bleh, don't know who beat me to the PS2 at Leyland, or how you managed to get that cow on CS to refund it without too much of an arguement (she's stolen SEL's before when I've tried others in the past!). But congrats, send me a nod :I

bassman

MyUserNamesTaken wrote:

You should have received a full refund and kept the product, in line with Tesco policy. It's not fraud, no matter what the security guy said. They also fed you a line of bull by saying they'd been in touch with the police. Unfortunately, Tesco can ban anyone from their stores, as it's private property. They don't even need to give you a reason. If I were you, I'd take it further. Write a letter of complaint to Tesco HO. CC it to Terry Leahy (his secretary's email address is on one of these discussion threads). Make sure you put in all names, etc. Explain how you were made to feel like a criminal by the security staff in the store, and was told you were committing fraud and that the police had been contacted, etc, etc... You know the sort of thing you need to put in the letter.

Good luck.

He seemed to base his decision on the fact that I had asked the price before(but only seconds before) paying for it....

MyUserNamesTaken

bassman wrote:

I think he was inferring to it as fraud as I had had RnR in the past......I told him it was their policy.....

Incidentally, Terry Leahy's quite a hands on sort of CEO. He visit the various stores frequently. If you do contact HO, make damn sure you email Leahy, as it's important to let him know how his customers are being treated.

MyUserNamesTaken

bassman wrote:

He seemed to base his decision on the fact that I had asked the price before(but only seconds before) paying for it....

And? Just because you saw the offer after paying, doesn't mean you weren't overcharged. If you saw the POS advertising the offer, you'd expect the offer to apply to your purchase even after paying, hence complaining about being overcharged. Tesco policy is to give a full refund if you have been overcharged. It doesn't say when you need to notice the overcharge. Admittedly, you wouldn't be able to complain to Trading Standards about it, as you didn't base your purchasing decision on the POS displayed (you bought the item not know about the offer). However, this doesn't affect Tesco policy.

Just found this at the beginning of the thread:

Sir Terry Leahy (MD)
Tesco PLC
New Tesco House
Delamare Rd.
Cheshunt
Herts EN8 9SL

mcdonag

MyUserNamesTaken wrote:

You should have received a full refund and kept the product, in line with Tesco policy. It's not fraud, no matter what the security guy said. They also fed you a line of bull by saying they'd been in touch with the police. Unfortunately, Tesco can ban anyone from their stores, as it's private property. They don't even need to give you a reason. If I were you, I'd take it further. Write a letter of complaint to Tesco HO. CC it to Terry Leahy (his secretary's email address is on one of these discussion threads). Make sure you put in all names, etc. Explain how you were made to feel like a criminal by the security staff in the store, and was told you were committing fraud and that the police had been contacted, etc, etc... You know the sort of thing you need to put in the letter. The security guy does not have the authority to deal with this issue, as it's a CS issue. I would ask HO to overturn the ban too, as you were not doing anything wrong.

Good luck.

I agree, a full r&r should be sought here via HO letter along with a full written apology.

bassman

MyUserNamesTaken wrote:

Incidentally, Terry Leahy's quite a hands on sort of CEO. He visit the various stores frequently. If you do contact HO, make damn sure you email Leahy, as it's important to let him know how his customers are being treated.

I certainly intend taking this as far as I can go.......would you think email would be accepted (rather than snail mail).

mcdonag

brenmcc1 wrote:

Tried a PSP, manager wouldn't give R+R - HO investigating...waiting for a call...

Same here but with a PSP and a PS2 from one store. The manager was totally off with me so got a full refund and told them I will shop elsewhere.

I did just that and went to another tesco and bought a 360 and a ps2, they offered me a discount off the games so I went again to another tesco and tried there. This time i got a free game.

Complained to ho and they confirmed to me that they are all wrong ang I was right so they will get back to me.