Tesco misprice discussion area part 9

sandybrag

There is so much confusion and misunderstanding around this whole R&R policy. I have lost count of the number of times I have had to point this policy out to Customer Services, often to the same member of staff when I have been mischarged.
So, I am left with the concnlusion that Customer Service Staff are deliberately trying to avoid it?.

If so, please, please, would somebody from Tesco's reading this thread come forward and answer the million dollar question, WHY?. Are stores rated, or scored on the amount they give back in R&R's?. Is there some sort of league table to name and shame stores with the highest amounts?. Does the money come from your wages?.

So much confusion, so much misunderstanding, what is going on??

Coupon-mad

puddings wrote:

Has anybody ever heard about any customer being asked to leave the store / being thrown out / being barred etc because of persistant arguing with management over their r&r policy?? I don't know of any case like this but the security staff at Blackburn used to be "a law unto themselves" sometimes, so I wouldn't want to test their patience??

Yep there are definitely some people on here who have been banned, whether they 'argued' too much or the manager just didn't like them being repeat R&Rers I don't know.

I tend to lay low for a while after a few R&Rs in one store. There are plenty of other stores to go to (and even if a person is banned it would only be from the one store, as we know).

I hope no-one minds if I pass on again a suggestion I made decades of postings ago, many may have missed it. I haven't had to use this yet but there is really no need to argue with CS at all.

All you need is to have them admit the overprice and at least, offer you the difference (they usually do even when not wanting to do full R&R). Then you just say, OK I will accept that without prejudice, then you calmly write 'partial refund taken for this overcharge without prejudice' and sign/date on the receipt near where they've marked it.

They can't stop you doing this, but they may not like it much (do it after you've got the partial refund of the difference in your hand, but before walking away).

These words leave any partial offer open to future claims, i.e. you have not accepted it as 'full and final settlement' but you've saved yourself the argument/ban. Then you contact Sir Terry, TS, ASA, Consumer Direct or whoever you like to resolve the issue later.

HTH

xanderd

Coupon-mad wrote:

All you need is to have them admit the overprice and at least, offer you the difference (they usually do even when not wanting to do full R&R). Then you just say, OK I will accept that without prejudice, then you calmly write 'partial refund taken for this overcharge without prejudice' and sign/date on the receipt near where they've marked it.

They can't stop you doing this, but they may not like it much (do it after you've got the partial refund of the difference in your hand, but before walking away).

These words leave any partial offer open to future claims, i.e. you have not accepted it as 'full and final settlement' but you've saved yourself the argument/ban. Then you contact Sir Terry, TS, ASA, Consumer Direct or whoever you like to resolve the issue later.

HTH

I wouldnt dabble in this until you are sure you know what it implies.

I beleive the 'without prejudice' rule to be used in court claims and litigation.

"Parties communicating purely on a “without prejudice” basis are deemed to have done so on the understanding that the communications will not be used against them on the issue of costs" (http://66.249.93.104/search?q=cache:wWWdyCZEcd0J:www.eoc-law.org.uk/default.aspx%3Fpage%3D4788+accept+without+prejudice&hl=en&gl=uk&ct=clnk&cd=2)

which seems to say that it is tesco not you who should be offering without prejudice, and if an ofer is without prejudice it means they accept no legal responsibility for overcharging you so you cant later sue them.

thats my take on it but I'm no legal expert...that kind of being my point...not many of us are...

kondormid

I am sure just reminding a manager that if he decides to take it onboard himself to ignore the R&R policy then he himself is going to have to answer TS questions and be liable for any fines that they persue.

taxiphil

Coupon-mad, I can see where you're coming from but I still feel the best option is not to accept anything other than a full R+R - i.e. if they won't honour their policy, walk out of the store with your receipt and your item, and then take it up with Tesco CS / Trading Standards. Doing this ensures that the matter is left wide open and unresolved. Although once again I would stress the importance of getting a photo of the relevant SEL/poster, or at the very least have a witness with you who can attest to it being on display when you made the purchase. Obviously the first thing they are going to do is remove (and possibly destroy) the offending shelf price.

Plushchris

Has anybody ever asked to use the store phone to ring head office/trading standards while still in the shop?

Just wondered if this would be worth trying?

taxiphil

Plushchris wrote:

Has anybody ever asked to use the store phone to ring head office/trading standards while still in the shop?

Just wondered if this would be worth trying?

In my experience they don't like you doing this and go to efforts to prevent you from doing so.

In one store I asked the manager if I could use the phone on the Customer Services desk to call Dundee (a freephone number, incidentally) and she refused, so I went outside to use a payphone.

In another store I took my mobile out and proceeded to phone Dundee, and the manager said the use of mobiles in the store was prohibited.

In another store I was told there was no such thing as a Customer Service department in Dundee, and that it was all in my imagination!

bylromarha

Clasics wrote:

It's the only reason I can think of why they continue with the policy. Anyone?

It's only a few people who know about the policy and even fewer who don't care about making a scene

The majority of shoppers are reassured by the fact that, should tesco make a pricing mistake, they'll correct it. But the majority of shoppers don't check their receipt, so don't know they've been overcharged, but still have the cosy reassurance of the policy.

Asda and Sainsbury would have a field day if tesco pulled the policy.

I'm sure there's more reasons why r+r will continue for a long time yet, which is why the more people who know about it the better as tesco may finally get the pricing sorted.

Plushchris

taxiphil wrote:

In my experience they don't like you doing this and go to efforts to prevent you from doing so.

In one store I asked the manager if I could use the phone on the Customer Services desk to call Dundee (a freephone number, incidentally) and she refused, so I went outside to use a payphone.

In another store I took my mobile out and proceeded to phone Dundee, and the manager said the use of mobiles in the store was prohibited.

In another store I was told there was no such thing as a Customer Service department in Dundee, and that it was all in my imagination!

LOL!

That DOES sound like they'll try anything to stop you!

I just thought about it this morning while I was in store, wondered if it might show the manager you mean business but I guess it would just make them dig their heels in by the sound of it.

Disappointing morning for me, no R&Rs did see some healthy eating plaice fillets I could have got (cant remember exact prices but think the price on the pack was about 50p/Kg more than the SEL) but decided against it as I'd prefer to keep a low profile at this store and dont really eat fish anyway (although the cats would have liked it)

I did manage to pick up one of the store locator leaflets from the petrol station though! VERY handy!

puddings_2

There are a lot of Tesco Express stores popping up all over the place - they are similar in size to Spars and sometimes are petrol forecourts etc. Does anyone know for sure if the same r&r policy still applies in there?

I doubt there'd be a CS desk in a tesco express store - does it just mean query it with the cashier?? I find the staff in Express stores much less helpful and friendly than in proper stores