Tesco charging for imaginary items..

edited 30 November -1 at 1:00AM in Praise, Vent & Warnings
15 replies 1.7K views
Slippy-23Slippy-23 Forumite
13 Posts
edited 30 November -1 at 1:00AM in Praise, Vent & Warnings
Hello,

This is my first post, so forgive me if there is a thread I should have posted to rather than starting my own (I wasn't convinced my problem should be categorised as overcharging).

I've just returned from my trip to tescos - not long before closing so can't return today but I will be seeing them tomorrow - and unfortunately only checked my receipt properly whilst unpacking at home...

The problem is straight forward. There are two items on my recept that I didn't buy. One was a repeated entry for some grapefruit juice and the second was an item listed as an 'organic beverage'.. I have no idea where that came from!

The only slightly unusual thing I noticed whilst packing my things was that another assistant came up to the cashier whilst she was scanning my goods. I'm wondering if it was a simple case of her being distracted and putting the juice through twice. But what is puzzling me is where did the organic beverage come from?

I'm concerned that phantom items appearing on receipts is a regular thing with Tesco as I have to admit I rarely check my receipt item for item... and I want my money back for the items I didn't buy!

I'll find out Tescos response tomorrow, but I'm curious how I stand legally on this, as technically they have stolen almost £3 from me. (The non-existant organic beverage was quite pricey..)

I'm also concerned because I'm a youngish guy and they'll have to take my word that I didn't buy the items. I'd be grateful to hear if anyone has any thoughts on this or has had a similar experience.

Thanks in advance.
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Replies

  • PoppycatPoppycat Forumite
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    Hi, Please see this thread on posting in grabbit forum

    Posting On The Grab It Board

    As this isn't a quick grabbit perhaps the vent board would be more appropriate. I am sure aboard guide will move it when convenient. Thanks :)

  • QuackersQuackers Forumite
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    Hi,

    You've posted on the wrong board - but dont worry, some nice Board guide will come along and move you to the right place soon. :D

    Welcome to MSE.:j

    I'd go back to the customer service desk at Tesco and see what they say.

    To be honest they can probably say 'no' to you as you have already left the store so, as you say, you have no proof.

    Its got to be worth a try though? They may well refund you or give you some vouchers as an apology - I reckon it will depend on who serves you!

    Obviously, its going to be worth checking your reciept before you leave the store from now on.

    I dont check my reciept either - maybe I should start too!!
    Sometimes it's important to work for that pot of gold...But other times it's essential to take time off and to make sure that your most important decision in the day simply consists of choosing which color to slide down on the rainbow...
  • mcbainmcbain Forumite
    154 Posts
    If a cashier double scans an item you will be refunded the amount charged for both the extra scan & the original price of the product. You`ll also get to keep the item meaning it will be free.

    The `organic` drink may well just be the scan name for another fruit juice - items don`t always come up on the reciept how you`d expect them to appear.
  • QuackersQuackers Forumite
    10.2K Posts
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    mcbain wrote:
    If a cashier double scans an item you will be refunded the amount charged for both the extra scan & the original price of the product. You`ll also get to keep the item meaning it will be free.

    The `organic` drink may well just be the scan name for another fruit juice - items don`t always come up on the reciept how you`d expect them to appear.

    But the op has got to prove that he didn't buy two. As he has left the store he's got no proof.
    Sometimes it's important to work for that pot of gold...But other times it's essential to take time off and to make sure that your most important decision in the day simply consists of choosing which color to slide down on the rainbow...
  • mcbainmcbain Forumite
    154 Posts
    Quackers wrote:
    But the op has got to prove that he didn't buy two. As he has left the store he's got no proof.

    I`ve seen tesco CS refund these a day or so later as an act of goodwill. However it`s always best to check before you leave.

    In this case he may well just get the one refunded - had he done it here and then it would have been both items.
  • tutchytutchy Forumite
    20 Posts
    Tesco cashiers are trained not to scan two items the same together instead to scan a different item in-between or to manually input x2 and then scan the item once thus no item should show up twice on the receipt this way they can stop Joe public from claiming falsly they have double scanned a product. You should therefore have no problem getting your refund as it is a genuine double scan or the Cashier didnt follow company policy.

    Your receipt will also tell them who served you thus if lots of people claim double scans they can identify the Cashier and retrain.

    Tutchy
    (Ex Tesco management)
  • bagand96bagand96 Forumite
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    Slippy-23 wrote:
    I'm wondering if it was a simple case of her being distracted and putting the juice through twice. But what is puzzling me is where did the organic beverage come from?

    It is very easy for cashiers to double scan items. To increase productivity the barcode scanners are ultra sensitive and pick stuff up really easily. Unfortunately, while this makes it easier for cashiers, it also makes double scanning very easy. I'd be 99.9% sure thats whats happened.

    As for the 'organic beverage', I'd say there is two possibilities. The first is that it is the till decscription for an item you did buy. Did you buy anything that could vaguely be described as a beverage. Think of it in the widest sense of the word - tea, coffee, pop, smoothies etc... Some Tesco till descriptions are awful and very vague and often bare no ressemblence to the actual product.

    The second possibility is that when the other assistant came, could they have been asking your cashier to check the price of a product? If done incorrectly this could have inadvertantly added the item to your bill.
    Slippy-23 wrote:
    I'm concerned that phantom items appearing on receipts is a regular thing with Tesco as I have to admit I rarely check my receipt item for item... and I want my money back for the items I didn't buy!

    I wouldn't be concerned. There's no wider conspiracy here of Tesco randomly bumping up bills with so called 'phantom products'. Sometimes these things do happen and it will be down to a small mistake. Unfortunately you have left the store, but still go back to customer services with your receipt, be polite and just explain the situation and I'm sure you'll have no trouble.
  • Thanks for the replies everyone..

    Firstly apologies for posting in the wrong place.. I'll read the posting guidlines... (cheers for the link Poppycat!)

    Thanks for the welcome Quakers.. one things for certain, I will certainly be checking my receipt in store from now on!..

    Mcbain, that's interesting to hear that they give you the money back for the entire double scan. I suppose I have some very hazy circumstantial evidence in that I bought three tetra packs of juice in their three for whatever offer, and the receipt shows four packs.

    Ah... and now I feel very silly. McBain and Bagand96.. you were both correct about the organic beverage. I double checked my receipt and realised it must be the box of green tea. I didn't realise the tea was organic and I suppose seeing the double grapefruit listed next to it caused me to leap to conclusions. Also somehow the box of tea must have eluded me in the item by item check on the kitchen worktop. So the mystery is solved.. and it seems to be a simple case of double scanning. I think I'll edit the title of the thread, it seems a little unfair now..

    Oh and thanks Tutchy, thats interesting to hear how cashiers should avoid double scans. In the cashiers defence I think she might well have been distracted whilst scanning/holding the grapefruit juice, wasnt sure and put it through again. So as well as checking my receipt, I'll also pay more attention to what the cashier is doing in future.. not always easy in the rush to pack though.

    Well, I'll find out tomorrow how they deal with the double scan, I'll have a polite chat with customer services but after hearing your replies I am very hopeful.. Either way, I'll certainly post an update.
  • some of this is "male cow pooh" .....you need to go back to customer services (after you have re-checked it wasn't a valid item as per comments above ) explain the situation and they will refund you . it is absolute nonsense to expect a customer with a trolley load of goods to check after they have all been rung through that all the items in the bags have been accounted for.
    what happens when you get asked by the assistant whether you'd like help packing? what happens when they pack all your meat products into the bag without you seeing them ? what happens when they invite st winifreds school choir in to pack bags ?
    if they ever refused to refund me on the basis that i hadn't checked my shopping before leaving the store i'd deliberately buy the hugest trolley load of shopping ever and then stand and check every individual item off against the receipt before packing any of it into the bags. preferably on a saturday afternoon.
  • Hehe.. valid point Hammy.. I will be very disappointed if they dont refund me, and very inclined to use Sainsburys in future. Still, giving my receipt a quick run down wouldn't hurt.
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