Tesco misprice discussion area part 9

stuffit

xanderd wrote:

Hi just to let you know that I have made two written complaints to trading standards and to head office recently.

One was over a small amount that I was refused a refund on, and the other was a large amount I was refused.

Some people on here were having a go at me for 'spoiling it for others' and being 'pedantic' and other things.

But I am pleased to say that within the last couple of days I have had a written apology from head office with a refund for both items. The letter basically said that customer services is important to them so they are sorry to hear about my experience.

They confirm that the stores who refused R+R were wrong and should not have done this on any occasion. They apologise and gave a refund back to me.

So you will always get the odd manager or HO representative who disagrees with you, but ultimately they are wrong and you are right.

'If we charge you more....we will give you your money back and let you keep the products' This stands as is with no terms or conditions. If they break this policy it’s not a case of 'you win some you lose some', but 'you have been fobbed off', in my book at least.

I am pleased they have addressed my concerns and feel it will make them take notice and enforce R+R even more strongly in future, including reprimanding and re-training staff if necessary. This is my opinion which I highlighted in my letter of complaint to them.

That's good news - I've just written to Head Office because I was refused an R&R on Saturday and the lady I spoke to today at HO backed up the manager!

To be honest I'd of probably just walked away and put it down to a bad experience but I got lumbered with a cocky manager at the store who smirked when I decided I was not going to get the R&R and asked for a refund instead.

The policy is plain to see - he gave me the bull about it being at the managers descretion so I asked him to point out where it said that on the Customer Service board!

Time will tell if I get the result I want or not - but I`m now determined to get as much R&R as possible from that particular store.

bassman

xanderd wrote:

Hi just to let you know that I have made two written complaints to trading standards and to head office recently.

One was over a small amount that I was refused a refund on, and the other was a large amount I was refused.

Some people on here were having a go at me for 'spoiling it for others' and being 'pedantic' and other things.

But I am pleased to say that within the last couple of days I have had a written apology from head office with a refund for both items. The letter basically said that customer services is important to them so they are sorry to hear about my experience.

They confirm that the stores who refused R+R were wrong and should not have done this on any occasion. They apologise and gave a refund back to me.

So you will always get the odd manager or HO representative who disagrees with you, but ultimately they are wrong and you are right.

'If we charge you more....we will give you your money back and let you keep the products' This stands as is with no terms or conditions. If they break this policy it’s not a case of 'you win some you lose some', but 'you have been fobbed off', in my book at least.

I am pleased they have addressed my concerns and feel it will make them take notice and enforce R+R even more strongly in future, including reprimanding and re-training staff if necessary. This is my opinion which I highlighted in my letter of complaint to them.

Well done, I await my letter with baited breath.....and hope my apology includes the lifting of my ban....

Ken-Dodds-Hairy-Knodule

stuffit wrote:

...I decided I was not going to get the R&R and asked for a refund instead.

And thats the problem. Managers are going to keep pulling the "at managers discretion" line for as long as people ask for full refunds and give up. If people didn't give in after they said it it would be used a lot less.

At the very least keep the item for a few days and return it when he's not around - it'll wipe the smile off his face. :]

smartsuit

xanderd
I am not going to quote you because this page is getting huge!
Thanks for posting that and Well Done!
With the help of Trading Standards and a member of this site (who will be named later) I look forward to going into the store and accepting my refund from the Manager that was rude to me and refused my R&R.
I am just waiting for the "Nod" from the Trading Standards enforcement officer who has been working very hard on my behalf, I know he is reading this forum and I would like to thank him.
I feel the same way, there should be no way the Manager can overide the National Policy and they should treat R&R's as an early warning system that there is a problem in thier store and retrain/communicate the issues to thier staff and not be rude to the customer because they made a mistake!

xanderd

smartsuit wrote:

xanderd
I am not going to quote you because this page is getting huge!
Thanks for posting that and Well Done!
With the help of Trading Standards and a member of this site (who will be named later) I look forward to going into the store and accepting my refund from the Manager that was rude to me and refused my R&R.
I am just waiting for the "Nod" from the Trading Standards enforcement officer who has been working very hard on my behalf, I know he is reading this forum and I would like to thank him.
I feel the same way, there should be no way the Manager can overide the National Policy and they should treat R&R's as an early warning system that there is a problem in thier store and retrain/communicate the issues to thier staff and not be rude to the customer because they made a mistake!

Good for you for pushing the TS involvement. the R+R policy is supposed to prevent unnecessary TS involvemnt, not causeit! Silly Tesco managers!

kellywelly_2

Hi there, so what happens when the store is test shopped and the test shopper could not get an R+R? Or do Tesco's not take part in these schemes.

brindles01

I have got to comment on two incidents that happened to me today whilst going through with RnR's. No1 - 2 packs of chicken breasts, skin on, SEL £8.25kg - paid £8.45kg. One pack was £2.97 and the other was £2.85. The CS lady said to me "if I give you a refund for the £2.97 pack that will more than make up for the overcharge will it not?" I said ****!!@@ errr hello, I think you have to refund for BOTH packs. Nothing else said and money handed over, walked away with a smile.

No2 - Basted chicken and sirloin steaks mispriced. CS who is VERY friendly and pleasant (makes a change) called meat manager who checked prices. He came back and chicken was a deffo mistake then the sirloin, well, that was one of those grey areas that they have 4/5 different 'sirloin steaks' on the shelf and I happened to pick up the one that didn't have a sticker, was wrong barcode, wasn't called Fred and so I was wrong. I stood my ground as a very experienced R'n'Rer and argued the toss with Meat Manager (who by the way had only been doing his job since Friday). He showed me every which way of sirloin steak (even one that was out of date and a greeny brown colour???) and still tried to insist I had got the wrong packets even though mine tallied up with the SEL regardless of what he tried to fob me off with. Back to CS, duty manager called, off he went to investigate, came back, said I WAS IN THE RIGHT and that the SEL's were wrongly placed and for some reason an Out of Stock label had just appeared on my offending SEL. So money back from friendly CS. But why oh why cannot Tesco's have a training programme that teaches their staff, that, if there is a mistake on Tesco's part that they do not try to wriggle out of it in any way they can to make the customer look a prat, but they just smile and acknowledge there has been a mistake made and refund the customer a per their Company policy. I think this is where Tesco are losing the battle with R'n'Rers, we seem to know more about the policy than their staff do!

MyUserNamesTaken

brindles01 wrote:

I have got to comment on two incidents that happened to me today whilst going through with RnR's. No1 - 2 packs of chicken breasts, skin on, SEL £8.25kg - paid £8.45kg. One pack was £2.97 and the other was £2.85. The CS lady said to me "if I give you a refund for the £2.97 pack that will more than make up for the overcharge will it not?" I said ****!!@@ errr hello, I think you have to refund for BOTH packs. Nothing else said and money handed over, walked away with a smile.

No2 - Basted chicken and sirloin steaks mispriced. CS who is VERY friendly and pleasant (makes a change) called meat manager who checked prices. He came back and chicken was a deffo mistake then the sirloin, well, that was one of those grey areas that they have 4/5 different 'sirloin steaks' on the shelf and I happened to pick up the one that didn't have a sticker, was wrong barcode, wasn't called Fred and so I was wrong. I stood my ground as a very experienced R'n'Rer and argued the toss with Meat Manager (who by the way had only been doing his job since Friday). He showed me every which way of sirloin steak (even one that was out of date and a greeny brown colour???) and still tried to insist I had got the wrong packets even though mine tallied up with the SEL regardless of what he tried to fob me off with. Back to CS, duty manager called, off he went to investigate, came back, said I WAS IN THE RIGHT and that the SEL's were wrongly placed and for some reason an Out of Stock label had just appeared on my offending SEL. So money back from friendly CS. But why oh why cannot Tesco's have a training programme that teaches their staff, that, if there is a mistake on Tesco's part that they do not try to wriggle out of it in any way they can to make the customer look a prat, but they just smile and acknowledge there has been a mistake made and refund the customer a per their Company policy. I think this is where Tesco are losing the battle with R'n'Rers, we seem to know more about the policy than their staff do!

Meat Manager's department. If he allows the refund, he gets the stick for the pricing not being correct. That's why he'll argue it. Same with electrical managers who will argue till they are blue in the face rather than give you an an xbox 360 for free, as it's their department and responsibility lies with them. They know the policy. They are just trying to save their own !!!!s.

JAMBO

I am off up to Durham at the w/e visiting family,so i might get chance to have a quick visit to MR Ts,does anyone know what the CS are like locally,can they be awkward or are they quite reasonable?.

Blacksheep1979

MrsFroogle wrote:

Leyton Store

Hello, I've been trawling through the pages this morning trying to find the answer to my question, I know I read it here the otherday... Any advice will be appreciated.

I found the 10% leaflets in store this morning (along a lot of the till) and bought two phones for the kids. I then went to customer service and said I've been over charged, the gent went of to get my phones whilst we waited for the duty manager as it was over his refund limit. The duty manager called Head Office and between her and head office it was agreed not to R&R. I took a refund of the total and they kept the phones (sob).

I was advised by the gent to call HO and complain (give it to them), which I did. I also called the store back to further complain. I am in the process of arranging a meeting for the store manager.

Update Duty manager just called, told me to come and collect my phones as a 'goodwill jesture'. Woohoo

Well done on that one - my last r&r (yes it was an xbox) the cs manager called head office after I said I wanted the number for them and was going to call them then and there. She proceeded to try get hold of someone she knew by name for over 5 mins as she blatently knew them and wanted them to back her up - just beware of this one and insist on speaking to ho yourself. Luckily she couldn't get through to her pal and they said give refund.