Tesco misprice discussion area part 9

snatcher

kellywelly wrote:

Hi again, I posed this question earlier but think it has got lost with all the Xbox dilemmas, so I will try again, what happens when the store is test shopped and the test shopper is overcharged and is refused an R+R? I know a lot of stores get a heads up when the test shopper is around ( at least mine does ), but how do they know that you or I are not a test shopper, or do Tesco's not take part in these schemes. Even worse for them would be an off or on for that matter trading standards employee being overcharged and also receiving a no on the R+R and perhaps also bullied in the way some of you on here seem to have been.
I bet Head Office would be very unhappy in these circumstances.

good question i used to work in a petrol station and my boss was forever telling us to be polite and always be on the look out for the mystery shopper because u never know when theyll turn up

jordylass

JAMBO wrote:

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?.

Durham is my most local store, but I don't often go there only cos I find them so on the ball. I have had misprices there, but not many. Staff has always been very good when it happens and don't keep me there for ages waiting for refund, but then I haven't had anything major.

kellywelly_2

Oops there you go just found them, so why do the R+R not form part of the mystery shop, I know that refund policy is part of ours, also obviously high on the list is the way you are treated as a customer now I know that intimidation and bullying would not exactly score high.

ben500

wlfc1 wrote:

Just bought a Nokia 6020, had an expired SEL in front (expiry date in very small writing !) priced at 64.99 went through at 72.98, went to CS and said that could we check the price? as it i'm sure it was marked up at £64, she said " I doubt it, as they are always spot on with the phones".

We located the phone and the offending SEL, she said the offer had expired, but offered to refund the difference or give me my money back, I reminded her of the r&r policy and she said that "it doesn't apply to electrical goods" I said the big blue sign doesn't say that and asked to speak to a manager. An assistant Section Manager duly arrived and refused to give an r&r "as the label clearly stated that the offer had expired" I did say to her that price labels should be clear and unambiguous and told her how small the writing of expiry date was on the label.

I stood my ground and refused a refund, stated that I would contact trading standards and HO, she then phoned HO for guidance but got no answer (approx 9.15 tonight), she took my name and number and said she would call me tomorrow after she had spoken to HO.

Any advice appreciated

No question r&r

Clasics

ben500 wrote:

No question r&r

I concur 100%. Definitely trying it on. I'm sure H.O. will give you the outcome you desire.

normal

startedsaving wrote:

I can only dread to think of the grief they would give on an expensive item - anyone else had similar?

I didn't get asked my details today for my £30 PS2 game. As I said earlier, perfect service!

Clasics

kellywelly wrote:

Oops there you go just found them, so why do the R+R not form part of the mystery shop, I know that refund policy is part of ours, also obviously high on the list is the way you are treated as a customer now I know that intimidation and bullying would not exactly score high.

Have you ever not wanted to do something you know is going to turn out terrible so you never actually do it? I suggest this is probably how the mystery shop dept (is there one??) view the checking of the R&R policy.

Constantine

kellywelly wrote:

Oops there you go just found them, so why do the R+R not form part of the mystery shop, I know that refund policy is part of ours, also obviously high on the list is the way you are treated as a customer now I know that intimidation and bullying would not exactly score high.

I would suggest that it is because outside of these threads, r and r plays only a small part of the overall customer service experience. Congestion, for example, is part of the Mystery shop, as is availability. Both KPI's that affect a far higher percentage of customers.

Out of 22,000 customers last week, 2 recieved an r & r in my store.

Clasics

Constantine wrote:

I would suggest that it is because outside of these threads, r and r plays only a small part of the overall customer service experience. Congestion, for example, is part of the Mystery shop, as is availability. Both KPI's that affect a far higher percentage of customers.

Out of 22,000 customers last week, 2 recieved an r & r in my store.

My God, if ever we found out exactly where you worked, Constantine....I'd be prepared to travel

Constantine

Originally Posted by wlfc1
Just bought a Nokia 6020, had an expired SEL in front (expiry date in very small writing !) priced at 64.99 went through at 72.98, went to CS and said that could we check the price? as it i'm sure it was marked up at £64, she said " I doubt it, as they are always spot on with the phones".

We located the phone and the offending SEL, she said the offer had expired, but offered to refund the difference or give me my money back, I reminded her of the r&r policy and she said that "it doesn't apply to electrical goods" I said the big blue sign doesn't say that and asked to speak to a manager. An assistant Section Manager duly arrived and refused to give an r&r "as the label clearly stated that the offer had expired" I did say to her that price labels should be clear and unambiguous and told her how small the writing of expiry date was on the label.

I stood my ground and refused a refund, stated that I would contact trading standards and HO, she then phoned HO for guidance but got no answer (approx 9.15 tonight), she took my name and number and said she would call me tomorrow after she had spoken to HO.

Any advice appreciated

Assistant Section Manager? Think you may have got someone lacking somewhat in experience. Worth trying further up the food chain.