Tesco Misprices Discussion area part 7

Little_John

willis123 wrote:

will I be offered the game for free or the lot or nothing !!!!! any thoughts ??

As the only reason to get the £10 knocked off was when you buy a PSP and the game of the week which is currently cars. I see it as saying PSP and the game so it is a bundle therfore the overcharge was on the bundle not just the game or the PSP.

My attempt today at the PSP (base pack and cars) reason for the £10 not coming off it was unbelivable, firstly I go the offer was on the PS2 and xbox 360 I showed them the big white SEL and the poster, I even watched an assistant remove all the other expired SEL's and leave the PSP ones before deciding to go for it.

Then the offer was only on the 2 PSP packs over £200 the giga pack and the bundle with 2 games. They had yellow SEL's. so they were the only 2 on the offer.

Then I got it is only on PSP console not the PSP black base pack, the big white SEL that was there said PSP and DS £10 off if bought with game of the week, this mysteriously vanished after I had show 1 member of staff this before a manager got involved so all I had was the poster showing PSP console £10 off when bought with game of the week and showed Cars as the game.

The SEL's varied for the 4 PSP packs the only 1 to not say console was the base pack which I had bought so I sugested I buy the value pack which had the magic word console on there as the manager continued ignoring that sugestion insisted that the base pack wasnt a console at this point Im thinking !!!!!! is he on about and I ended up leaving with the PSP and phoned HO in the car park who agreed with me they phoned the store and found out what they were saying I had to go back in and show the CS person the poster again and she then went out of earshot to speak to HO again. When I went in they still refused and even managed to convice head office that the store was right. All I wanted was them to admit the £10 should have come off then I would have gone for the kill and the r+r.

So many people from Tesco said I was right but the CS and manager wouldnt have it.
I visited anoher store tonight but the £10 off offer wasnt on display, I think I may try another store tomorrow in the hope of finding a less argumentative CS person.

Martini

The communication from HO (or the control centre) down to the stores is rubbish! People are being paranoid about these threads being watched. I am often asked for my name and postcode. I give it without a second thought as I have paid using my Tesco CC anyway! I get loads of points this way as they are not deleted when the value is refunded.
Don't take any threats from security staff and if they have called the police ask them to prove it and get his name!
I'll say again, you are doing nothing wrong. Tesco have every oppurtunity to correct these mistakes. I picked up the Mars, Snickers and Galaxy (2 of each) from my local store on Wednesday. I repeated the same thing at another store tonight (4 of each this time) as the out of date POS material was still displayed. Loads of stores have been wrong with this one so why haven't they been notified to look out for this error?
Answer is they have too much to do.
I'll check out the PS2 tomorrow! There's no rush as everyone at HO is off for the bank holiday weekend.

Little_John

sandybrag wrote:

All these scaremongeres

now who was it that said this over in discusion thread 6?

hmmm, I bet they've got your picture on the wall in Security now!.
Id avoid that store for a bit from now on, or be very careful in the future, as they may choose to ban you which they seem to be doing now to avoid this.

when refering to mcdonag

The thread is here to keep non misprice posts out of the misprice thread. it allows people to discuse their experiances and any dificulties when out r+ring in the hope to help other people.It also allows those that cant be bothered to read the who thread to ask questions that would be answered if they read the first post.

bb999

sandybrag wrote:

Forgive me if Im getting this all wrong, I rarely visit this thread, but when I do I often wonder why the hell it is here in the first place?.

What is it that people dont understand about this?. How much simpler can it be?. All these scaremongeres, and worriers, saying "if bought in good faith" or "they have to prove you intentionally bought it because price was wrong" - for goodness sakes, what are you babbling on about, how much simpler could it be? If you got charged the wrong price, you get the refund and the product for free, whether you bought it intentionally or not. If you get a jobsworth or the SA from hell, complain about them to head office.

Thats it. No more discussion needed. No need to feel guilty about the whole episode. Everything is legal and above board.

Now, can we close this thread?

Why bother reading the thread if it upsets you so much?

Laneyboo

willis123 wrote:

called tonight bought gigapack psp £219.97 and cars game for £29.97 (alth SEL said £32 odd irrelevant).

sorry long post but may save people searching for xbox offers, and claryfy psp offer.

NO £10 off at till.....paid £249.94 should have been £239.94. told to collect from customer services.

Couldnt find gigapack in safe so I asked could I have base unit instead.
He agreed and refunded £70 (the difference)
Left shop - returned and said "think I been overcharged" if I purchased both together then £10 off.

Claimed offer only for normal and he would need to rescan - as no normal on display, i said it states PSP consol not the normal one only , anyway he agreed to scan core system and special addition xbox 360 , with the prey game, to prove it was just for consols not packs which deducted the £20 on both :-)

When he scanned the normal PSP or gigapack with the game - no £10 off.
(so I should have had my £10 off on initial purchase)

Duty manager wouldnt make desision on R&R after i pointed it out when they offered £10 back....phoning tommorrow after discussion with store manager.....hope I get it now - fingers crossed.
Offer on PSP and Cars game said week commencing 25/08/2006 so other stores may not discount also.....hope you bag some.!!!!

will I be offered the game for free or the lot or nothing !!!!! any thoughts ??

i can only speak from my experience yesterday in which i got offered the game for free.. i refused and said that to get the £10 off you must purchase both items therefor its an overcharge on the bundle not just on the game and asked him to phone HO.. he came back with a roly poly store manager who hurled a load of abuse at me asking me why i was even buying the PSP, what time i bought it at, to which the reply was "do you interrogate all your customers as to why they are buying goods? goodness me!" and his reply was "what are you looking at me like that for??!" :mad: so ended up asking for each persons name and also the name of the person the 1st manager spoke to at HO, he bumbled like a fool and said "i'll need to phone again and see" (as i suspected he never phoned!!) after an hour or so standing waiting, both duty manager and store manager came back with serious attitude and said HO had overruled them and a full R&R was required.. to which the store manager said "i wouldnt just give you £200 like that but its gone above me now" and "where did you say you're from? oh right i'll be phoning ahead to warn them".. utter TW*T. They will initially offer you the game for free i would say willis but im just glad that whole ordeal is over with and i got the R&R in the end. The store manager however will be hearing from HO about the how conducted himself. They took photocopies of my reciept and the time i purchased the item at and also what desk i bought it at - lord knows why but it was my first time in the store and most definetly the last so no loss.

willis123_2

had phone call this am offered game for nothing ie £30 back, said that it didnt say £10 off game and both items needed to be purchase - he wanted to check POS. Phoned back said I was correct but he only authorized to give cost off game....so I phoned HO.
they phoned store then say call to store for full refund both items !!!! ohhhhhhh

anyone know if the nds with new super mario is working ?????

Dann_2-2

mcdonag wrote:

You are quite right DANN in your post as I am a Store Detective myself and I know that your post is factual.

However, how do Tesco's prove that he is deliberately R&Ring? You say that BASSMANs previous posts would highlight his intent & character. How can Tescos link the two together?

Also, his actions were probably not recorded at the stores he visited. As they seldom are in my extensive experience. The only record Tesco would have is that of a name and postcode and that would only have been supplied by himself, if they even asked. I have only been asked once ever and that was today when I got a load of R&R's. Further more, there is probably no CCTV footage of him as the SD or the CCTV Op probably didn't even notice him doing anything suspicious apart from being a shopper. They wouldn't have called the police either until a provable offence had been committed.

And finally, there is no link on r&Rers between stores.

I don’t know what other staff do but in my store we have the whole shop floor covered with covert PTZ cameras which we can control. To secure a ban from the store we just have to record something that proves the person knows the item is mispriced and intends to purchase it to get an R+R. A good example would be someone taking various items to a scanner holding a print out of a moneysavingexpert forum page, snapping the shelf edge labels with a camera and taking their ‘loot’ to a checkout attempting to purchase it.

We don’t get a lot of R+R incidents in my store since the staff are pretty much on the ball when it comes to price integrity, although mistakes sometimes happen. Nine times out of ten its incorrect updates from head office which is why you would see many of the same items mispriced in different Tesco stores.

I’ve been looking at this R+R thing for around a year now and I remember a couple of incidents of people doing exactly like above. There was one chap displaying the usual behaviour you would get with a shoplifter – staring at the cameras, nervously looking around him. I managed to see the SEL and what he was scanning and discovered it was a mispriced item staff had not noticed. Helpfully I went to the checkout with the SEL to inform the customer before he purchased the item it was incorrect and if he was happy to buy the item with the new price. Of course he said it was fine, purchased the item and waited for me to leave before going to the customer service desk for an R+R. We wouldn’t accept it of course and he asked for a refund as he no longer wanted the item – not if it costs money. He’s now banned from the store for the cheek of it all.

I don’t know how much the staff at bassman’s store have on him but I hope its enough otherwise they are going to get a severe slap from head office. Tesco are very protective of their image and will bow down to anyone who complains unless the store has 100% proof they were doing wrong.

I can promise you now Tesco will never prosecute anyone for getting an R+R or involve the police in any way, you can imagine the amount of bad press we would get. Even the people who drive vans around the country buying 10 Xboxes in a hundred different stores would get no more then a ban. We don’t pass details to other stores about this sort of thing – most don’t care about it just like they don’t care about prices being incorrect in the first place. If a customer service assistant asks for your details it is just them fulfilling a policy in place to prevent fraud from our own staff.

I’m quite happy with my stores work to keep prices correct and I am really disgusted at what I hear in this thread sometimes about Tesco staff lying to peoples faces, removing SEL’s denying their existence and then putting them back up once the customer has left. I am proud that this would never happen in my store and there’s rarely a chance for people to take advantage of us.

I’m sure none of you are happy with the actions of Tesco Security in store but at the end of the day we’re here to prevent a loss to the company and when we’re not chasing thieves down the car park we are looking at other ways to combat loss. This can be anything from checking what goes down the compactor to what our refund percentage is. Some stores loose more money through refunds then they do from shoplifting.

Anyway, good luck to bassman, be sure to give the security chaps a wink if you’re let back in

MyUserNamesTaken

Dann wrote:

I don’t know what other staff do but in my store we have the whole shop floor covered with covert PTZ cameras which we can control. To secure a ban from the store we just have to record something that proves the person knows the item is mispriced and intends to purchase it to get an R+R. A good example would be someone taking various items to a scanner holding a print out of a moneysavingexpert forum page, snapping the shelf edge labels with a camera and taking their ‘loot’ to a checkout attempting to purchase it.

We don’t get a lot of R+R incidents in my store since the staff are pretty much on the ball when it comes to price integrity, although mistakes sometimes happen. Nine times out of ten its incorrect updates from head office which is why you would see many of the same items mispriced in different Tesco stores.

I’ve been looking at this R+R thing for around a year now and I remember a couple of incidents of people doing exactly like above. There was one chap displaying the usual behaviour you would get with a shoplifter – staring at the cameras, nervously looking around him. I managed to see the SEL and what he was scanning and discovered it was a mispriced item staff had not noticed. Helpfully I went to the checkout with the SEL to inform the customer before he purchased the item it was incorrect and if he was happy to buy the item with the new price. Of course he said it was fine, purchased the item and waited for me to leave before going to the customer service desk for an R+R. We wouldn’t accept it of course and he asked for a refund as he no longer wanted the item – not if it costs money. He’s now banned from the store for the cheek of it all.

I don’t know how much the staff at bassman’s store have on him but I hope its enough otherwise they are going to get a severe slap from head office. Tesco are very protective of their image and will bow down to anyone who complains unless the store has 100% proof they were doing wrong.

I can promise you now Tesco will never prosecute anyone for getting an R+R or involve the police in any way, you can imagine the amount of bad press we would get. Even the people who drive vans around the country buying 10 Xboxes in a hundred different stores would get no more then a ban. We don’t pass details to other stores about this sort of thing – most don’t care about it just like they don’t care about prices being incorrect in the first place. If a customer service assistant asks for your details it is just them fulfilling a policy in place to prevent fraud from our own staff.

I’m quite happy with my stores work to keep prices correct and I am really disgusted at what I hear in this thread sometimes about Tesco staff lying to peoples faces, removing SEL’s denying their existence and then putting them back up once the customer has left. I am proud that this would never happen in my store and there’s rarely a chance for people to take advantage of us.

I’m sure none of you are happy with the actions of Tesco Security in store but at the end of the day we’re here to prevent a loss to the company and when we’re not chasing thieves down the car park we are looking at other ways to combat loss. This can be anything from checking what goes down the compactor to what our refund percentage is. Some stores loose more money through refunds then they do from shoplifting.

Anyway, good luck to bassman, be sure to give the security chaps a wink if you’re let back in

What do you think of the treatment people have received over the PS2/PSP/Xbox360 overcharge? That isn't an out of date SEL. That is due to a really badly worded shelf barker - misleading advertising on Tesco's part. Yet most people who have bought one are being fobbed off with excuses and lies regarding the R&R they should get. The POS reads "£20 off Xbox 360/PS2 & Game". In some stores, it says "£10 off Xbox360/PS2 & Game". In one store, I saw both displayed! The barker does not indicate that "&Game" refers to specific games and that other games are not in the offer. Thus, it is misleading. Then, when a customer buys a game and console, they get charged the full price on both. When they complain to customer services, they get told all manner of excuses as to why R&R doesn't apply. However, in this case, it really does. CS and Managers are acting in a bad way over this because of the money involved. They are insulting customers. They are lying to customers. They are even making customers feel like criminals for something that is completely and totally Tesco's own fault. The thing that annoys me about this is that had this happened on a lesser value product, customers probably wouldn't be lied to and treated like this. The reason for the refusal is based purely on the value of the item. The principle of R&R is same, but managers don't want to honour the policy when it means refunding up to £300.


What do you think?

Incidentally, when the PC R&R fiasco happened (the PCs barcodes mixed up on the system, so the cheaper PC went through at the more expensive PC's price...), HO was quick off the mark to get a message out to all stores to stop selling the PCs. They went further than that, too. They put a message on the system to stop cashiers putting them through the till. So, if someone tried to buy one, the cashier's till would say it's been recalled. It goes to show that HO can act fast when they can be bothered. However, they have not done anything yet about the incorrect POS in stores nationwide advertising money off Xbox 360s or PS2s when bought with a game. From what I can gather, this situation has been going on for weeks, too. The offer keeps being extended with the same POS (just date changed). It's not like HO doesn't know the POS is misleading.

Dann_2-2

Well, my store doesn't have any of these advertisements so I haven't seen them As long as you've gone into the store with the intention of buying a PS2/Xbox360 and game and not to get a R+R for a PS2/Xbox360 and game then I fully agree Tesco should be giving you a full R+R on both. It is a big loss to Tesco and it will put a big red mark on the weeks refund percentage but our policy is there for a reason and should be adhered to whatever the cost. At least with something like this we should only have to give one refund before the pricing/advertisements are fixed. If the store refuses then don't back down and get head office involved. They will be overruled in every occasion unless the store has evidence you knew the item was mispriced before hand.

I still can't see why staff don't host big errors like this nationally so head office can get involved and every store can fix the problem. As you have seen the systems are in place for it and if my store can deal with it efficiently I don't see why others can't. If all of Tesco were half as good as us we would get just one R+R on this offer before every store in the UK updates its advertising.

MyUserNamesTaken

Dann wrote:

Well, my store doesn't have any of these advertisements so I haven't seen them :P As long as you've gone into the store with the intention of buying a PS2/Xbox360 and game and not to get a R+R for a PS2/Xbox360 and game then I fully agree Tesco should be giving you a full R+R on both. It is a big loss to Tesco and it will put a big red mark on the weeks refund percentage but our policy is there for a reason and should be adhered to whatever the cost. At least with something like this we should only have to give one refund before the pricing/advertisements are fixed. If the store refuses then don't back down and get head office involved. They will be overruled in every occasion unless the store has evidence you knew the item was mispriced before hand. I still can't see why staff don't host big errors like this nationally so head office can get involved and every store can fix the problem. If my store can deal with this efficiently I don't see why others can't. In an ideal world we would get just one R+R on this offer before every store in the UK updates its advertising.

And therein lies the problem - communication. Tesco, as a company, is very poor in terms of communication between HO and the stores. It does sometimes happen (see the PC fiasco). However, stores don't talk to HO about price mistakes and HO doesn't seem to get involved unless customers contact them. Heh - even communication within the stores is bad. That's down to the ridiculous amount of bureaucracy and management structure of the stores. At the end of the day, a promise has been made by Tesco. There should be no excuse for Tesco not honouring that promise.