Tesco misprice policy discussion area part 8

Hey_Dude

shazbig wrote:

Hi all

Just wanted to let you all know a conversation I overheard at CS today. Customer was complaining that the juice drinks she had bought had been badly designed (the sort with the straw sort of built in) She stated she had to have clothes dry cleaned cos of the mess. CS refunded her and told her to bring in dry cleaning bill as they would pay for that too!

Also the woman behind me was waiting with her vehicle servicing book and her AA card. Wish I had time to see what that was about but was in a hurry!

Shaz

Similar tale - a friend of mine got his car valeted when he complained that some liquid has leaked from his shopping in the boot of his car.

Duder

mandy_moo_1

just thought i'd let you know my latest on the PS2/game farce. Still had no response to my letter OR email to Sir Terry. i told him it wasn't so much the fact that Tesco weren't prepared to honour their price promise, but that the duty manager spoke to me in a very loud and rude manner, making me feel like i was a criminal, and all of this was done in front of another 4 members of staff.

I also phoned HO twice, but they said 'no' to R&R, and when i phoned a third time to try another person, i was told that i WAS entitled to R&R but she couldn't authorise it because it had come up on her computer that i had already rung twice and been told 'no'.

Anyway, 9pm last night, HO rang me and said they'd heard i wasn't happy as some stores were allowing R&R and others weren't and asked if i was aware that i am not alone in my complaint, that it's happened to a significant number of other customers and it has now been handed over to their legal dept. But he told me to hang onto my console and game (unopened) and my receipt for a few more days and he'd get back to me and let me know what the decision was.Just have to hope it's good news!

Hope this helps some of you in the same boat :rolleyes:

Joto_2

mandy_moo_1 wrote:

just thought i'd let you know my latest on the PS2/game farce. Still had no response to my letter OR email to Sir Terry. i told him it wasn't so much the fact that Tesco weren't prepared to honour their price promise, but that the duty manager spoke to me in a very loud and rude manner, making me feel like i was a criminal, and all of this was done in front of another 4 members of staff.

I also phoned HO twice, but they said 'no' to R&R, and when i phoned a third time to try another person, i was told that i WAS entitled to R&R but she couldn't authorise it because it had come up on her computer that i had already rung twice and been told 'no'.

Anyway, 9pm last night, HO rang me and said they'd heard i wasn't happy as some stores were allowing R&R and others weren't and asked if i was aware that i am not alone in my complaint, that it's happened to a significant number of other customers and it has now been handed over to their legal dept. But he told me to hang onto my console and game (unopened) and my receipt for a few more days and he'd get back to me and let me know what the decision was.Just have to hope it's good news!

Hope this helps some of you in the same boat :rolleyes:

Looks like you could be lucky. I didn't manage to get to Tesco to take advantage of this offer :rolleyes: but have been watching and waiting to see if everyone will get their R&R. I will be soooooooo jealous when /if it comes through. Fingers crossed

other

should you try R&R during head office open hours, so you can request the manager to check with head office if they are trying to worm out of the R&R?

mmm I wonder how long it's going to be until Tesco withdraw this whole thing with all the cameras and consoles they are losing...the other supermarkets dont seem to bother

MORPH3US

mandy_moo_1 wrote:

and when i phoned a third time to try another person, i was told that i WAS entitled to R&R but she couldn't authorise it because it had come up on her computer that i had already rung twice and been told 'no'.

Why didn't you pretend to be someone else (in your family obviously) and get them to authorise the refund?

M

bassman

kronen wrote:

Often beer offers are extended so you will probably be charged correctly. I know the 20 bottles for £9.98 has been. Check the prices on Tesco's web first.

Are you sure that the web offers are the same as the store offers....I'll wait to be corrected on this....but I dont think they are.....or can't be guaranteed that they are...I get emails about online and web offers, that aren't available instore.

mandy_moo_1

MORPH3US wrote:

Why didn't you pretend to be someone else (in your family obviously) and get them to authorise the refund?

M

I did but i think my phone number must've come up on their computer screen.Didn't think to use a different phone number!

Plus the 1st guy i spoke to at HO rang the branch i'd got the console/game from, spoke to the manager, but as the manger of the store wouldn't allow me R&R, the HO guy said he couldn't over ride a store's decision....cudn't quite get my head round that one....i thought HO were higher up than the stores, and it would be HO's decision?

bassman

mandy_moo_1 wrote:

Just have to hope it's good news!

Hope this helps some of you in the same boat :rolleyes:

I hope so........and if it goes in time order of incident and/or complaint, I should be around the first to know.........I wonder if I'll be allowed back in the store.

bb999

mandy_moo_1 wrote:

I did but i think my phone number must've come up on their computer screen.Didn't think to use a different phone number!

Plus the 1st guy i spoke to at HO rang the branch i'd got the console/game from, spoke to the manager, but as the manger of the store wouldn't allow me R&R, the HO guy said he couldn't over ride a store's decision....cudn't quite get my head round that one....i thought HO were higher up than the stores, and it would be HO's decision?

Head office cannot overrule a store. It is the store manager's decision that is final.

If you think about it logically, someone at customer services in head office earning maybe £15-£20k per year is not going to have the authority to overrule a store manager whose seniority earns them somewhere between £50 -£100k, maybe more.

xanderd

bb999 wrote:

Head office cannot overrule a store. It is the store manager's decision that is final.

If you think about it logically, someone at customer services in head office earning maybe £15-£20k per year is not going to have the authority to overrule a store manager whose seniority earns them somewhere between £50 -£100k, maybe more.

I cant beleive a store manager would earn anywhere near £100k!!!

...anyway, its not about salary...i would have thought (and I dont know so it would be nice to have input from a tesco staff member) that the whole point of head office is to regulate all the hundreds of stores to present one unified corporate face?

Otherwise why have a head office?! Why not just franchise out the stores. Surely they have got to have the power. In fact once a store manager refused me a refund and I asked him to check with head office. HO agreed with me and told him to give me a refund, so they must have authority to do so otherwise that would not have occured.

Any staff know the concrete rules for this?