Tesco misprice discussion area part 9

misery-able

Hello there, so whats going on then? Can somebody please explain what I am supposed to be looking for. Had a r&r the other day on turkey breasts which I could see the date on the yellow sel had expired and thought would give it a go. Have checked the aisles daily since but only know to check the dates on the yellow sels, should I also be checking each pack of meat against the usual sel stickers? Also, now I'm on full ramble, which stores have self scanners - they sound brilliant, I live in Bristol, I'm assuming you don't just mean the self serve till. Many many thanks in anticipation.

taxiphil

Starb wrote:

The managers are all taking different stances on this whole r&r thing. We've got some saying they are overriding the Company policy and refusing r&r because of the value and HO are stating they can't overrule the store managers. Now, Taxiphil is being offered a giftcard. What next?

I think that we are all going to come up against some very awkward managers in the not to distant future, especially as the number of r&rers are growing considerably and they are obviously getting a little p***ed off at this. This tactic will obviously dissuade the newbies r&rers from continuing which is exactly what they are trying to do. You're then faced with the dilemma - Do you make a stand by complaining to HO, which many of us have done, or do you walk away and let the manager think they've won, and keep a low profile with HO.

Agreed that it's an awful mess. One way forward from our point of view would be to refer the notorious "Our Promise" poster to the Advertising Standards Authority as ben500 suggested earlier. I'm fairly sure they'd rule against Tesco on that, as it's clearly misleading customers if Tesco are refusing R+Rs on the basis of exclusion clauses that aren't mentioned anywhere on the poster. The ASA are real sticklers for clarity and don't take kindly to companies who don't get their Terms and Conditions spot on.

However I'm fearful of taking this step as it might ultimately work in Tesco's favour; a ruling by the ASA might lead to Tesco adding small print to their policy to the effect of "at the sole discretion of the store manager", or "the manager's decision is final". And then we could kiss goodbye to our chances of R+Rs altogether. At least we have a chance of getting the ambiguity of the whole thing to work in our favour as things stand now.

bassman

smartsuit wrote:

Well,
I had a nice call from head office today telling me it was OK to go and get my refund for.............................................................................................................The XBOX!!!!!!!!
A little pressure from Trading Standards and not giving up seemed to have done the trick.
I went there with every intention of getting the snotty manager to personally hand over the cash but he wasn't there? Yeah right! Funny how the rest of the staff thought he was there.
Thankyou to Starb for helping me out with this one, and thanks to Trading Standards for acting so promptly and getting me a result.
Thanks also to the nice man at Head Office that said I was right all along and despite being told different by the legal dept kept pushing it for me.

Well Done

You may remember mine...it was (i believe) the first post in the long running RnR refusal Xbox PS2 saga....some 17 days ago....it went like this....

PS2 AND "OVER THE HEDGE" GAME (out of date SELs)

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Went to my local Mr T this afternoon with the intent of buying a PS2.

Came across a PS2 Slimline Black with an out dated SEL of £99.97 on it.....took it to the scanner and it scanned at £99.97.....put it back on the shelf.

Walked around a bit and thought it was quite a good price, so went back and picked up the PS2 console with the game "Over the hedge".....There were various offers on, so I went to the electrics desk to get a price.....£127.94 she said.....so I bought them.

After doing a bit more shopping I went back to the games area to see the prices of other games and noticed a sign saying........Buy a PS2 console with "Over the Hedge" game and get £20 off.....I had just paid £127.94 when I should have only paid £107.94

After finishing shopping I called into Customer Services and told them I had been over charged.

I took the guy to the sign which said £20 off (I honestly hadn't noticed the small lettering on the top which said 18/08/06)....he said it was out of date......and carrying the (also) out of date SEL for the PS2, said, I'll have to do a refund.

Got back to the CS area and I asked him what was happenning....he said he would reduce the price of the game to £7.94........I said "dont you think I should have a refund in line with your policy".....He went to the phone to call the duty manager.

The manager came down and basically said, she wasnt prepared to do a full refund as the amount was too much!!!!...I said "with respect...your policy doesn't mention anything about "amounts""....she said she was well within her rights to refuse me an RnR.... I asked that she phone Head Office so that I could speak to someone in authority... She phoned Customer Services....who said this was a National Error, and could only refund £20 of the "game" price"......I explained that the sign didnt say the game would be reduced....it said £20 off the price of the combined console and game......He then said that the manager had not told him what the sign had said.....He said he couldnt do anything about it.

In the meantime the store security officer came down...He told me that he'd seen me getting refunds before, and they had been on to the police and infact what I was doing was fraud. I told him that it was Tesco's policy I was quoting, and was doing nothing wrong.....He admitted the prices were wrong......He offered me a £20 refund on the game, he told me I was abusing the system, and told me I can't come back into the store again. I'm barred!!!

I ended up getting a full refund....but no goods. (Still got the receipts)...I took their names in order to take the matter further.

Are they correct?

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Well today I have a partial result......after leaving it a week, emailing them again to be told they were dealing with it, then phoning on Friday to be told it was a "difficult one"...as it was 2 issues....The refund and the way i was treat.......Anyway phoned again today and spoke to a CS Executive, who basically told me .....I would get the PS2, but the ban would remain....heres his email...

Dear Mr ******

I was sorry to learn of the problems you encountered at our store on August 25th and I apologise for any inconvenience caused.

As you are aware, our overcharge policy is that if a customer is charged incorrectly, they will receive a full refund and be allowed to keep the product and I am sorry that the store did not follow this. Our Store Manager,********* has been informed of this incident.

To ensure that the matter is resolved, I would be grateful if you could contact **********to arrange a suitable time to collect the console and game.

With regards to the ban that has been placed on you from the store, this is a decision that will be made by management within individual stores and after reviewing the situation, I have been advised that this will remain in place.

Thank you for taking the time and trouble to bring this to my attention.

Regards

David ********
Customer Service Executive

I rang CS HO and spoke to the guy above (nice guy) about the ban...he said that, this part of it was purely down to the individual store managers.

I rang the store manager who wouldnt talk about the ban other than to say it was being enforced(even though they accept they were wrong in refusing my RnR), because I acually scanned the item(or had it scanned) before actually purchasing it...so therefore knew the price and therefore committed a fraudulent act. He wouldnt meet with me and got a security guy to ring me to arrange to go in and pick up the game and console.

Unfortunately...when the security man rang...he said they didn't have "Over the Hedge" game (does this open another scenario recently discussed), but not wishing to push my luck, I said I would accept another game.

And to answer other peoples posts about "how long it takes".....mine took 17 days.....

smartsuit

[QUOTE=bassman__And_to_answer_other_peoples_posts_about_"how_long_it_takes".....mine_took_17_days.....[/QUOTE]

And mine took 16Days
After all the !!!!!! I took on this site saying I would ruin it for others I am really glad that I stuck to my guns! To be honest though, if I wasn't greeted with such an attitude from the manager I would have given up, it was the attitude of the manager that made me take it so far.
All they have to do is be polite. He was rude and walked away from me and refused to listen.
One difference, I walked away with £230 in my pocket and an Xbox!

snatcher

has anyone done it in this area if so how did it go just wondering as im wanting to try it just wondering wot the staff will be like

shoperholicnot

bassman wrote:

Well Done

I rang the store manager who wouldnt talk about the ban other than to say it was being enforced(even though they accept they were wrong in refusing my RnR), because I acually scanned the item(or had it scanned) before actually purchasing it...so therefore knew the price and therefore committed a fraudulent act. He wouldnt meet with me and got a security guy to ring me to arrange to go in and pick up the game and console.

...

Congrats on this bassman!

just one question, how did they know that you had scanned the item??

ben500

There is nothing you can do about the ban really that will reverse it, however it would be interesting if Trading Standards started to receive complaints from customers who had been banned as a direct result of being overcharged and successfully challenging that overcharge, if a pattern was discernable it would support a prosecution, as all T/S complaints in relation to Tesco are dealt with at Hertfordshire it would become apparent very quickly if all banned customers were to complain and could demonstrate that immediately prior to the ban they had been overcharged. Any such pattern would indicate an attempt to prevent the discovery of misprices and an organised attempt at that, it would be hard to defend.

bassman

shoperholicnot wrote:

Congrats on this bassman!

just one question, how did they know that you had scanned the item??

Foolishly I took it to the Electricals till to get it(I didnt know at the time that you could actually take these direct to the tills.........dohhhhhhhhh) and asked her the price as my nephew only had so much to spend....She told me the price....I bought it.....

He must have either seen me, or gone and asked the girl on the desk......I couldnt deny it.....I think I might appeal at this on the grounds of their advert (disussed earlier)....how can it be fraudulent if they used to advertise someone exploiting it..........although it still wont get my ban lifted.

Laura032004

I would like to report the broken scanners in most of my local stores, but can't find an email address on the tesco.com website to use. Does anybody have any ideas, or do I have to phone up? TIA

mandy_moo_1

snatcher wrote:

has anyone done it in this area if so how did it go just wondering as im wanting to try it just wondering wot the staff will be like

Been here a couple of times and had to 'argue' for ages about my rights to R&R . Won't be going there again....too much like hard work!! Hartlepool's good if you can get there