Tesco misprice discussion area part 9

Clasics

ben500 wrote:

Here is the which report Joto refer's to in his post on the previous misprice thread.

http://www.which.co.uk/reports_and_campaigns/food_and_drink/campaigns/food_and_regulation/Tesco_fined_news_article_557_56645.jsp

Another piece of interesting reading here.

http://www.guardian.co.uk/supermarkets/story/0,,1840875,00.html?gusrc=rss&feed=24#article_continue

And call me a cynic if you will but these were reduced by the bagfull at two of the Tesco's I visited last weekend to a rediculously low price! In one store there were two bags around 2-4kg in weight for around £1.80 and another store had around five smaller bags for a similar price. Did anyone else see unusually large reductions on this product around last weekend? Please post if you did as I for one would be very interested in hearing.

http://www.guardian.co.uk/supermarkets/story/0,,1868596,00.html

Very interesting. Tesco can't meet the deadline and Asda can. Remind me again, who is the biggest grocery retailer in the country?

ben500

I think the deciding factors are that Asda seem to have problems maintaining quality with some of their lines, particularly fresh meat and fish etc and also some of their practices are not too pc. For example they still insist on stuffing their checkouts with confectionary to tempt children and selective impulse products targetted at prepubescents, this equates to pressure from the shopper from siblings and the shopping experience is obviously more of an ordeal. But hey that's just my opinion I am sure there are other reasons beyond them.

bb999

georgiac wrote:

Personally, I would stand my ground a little bit longer. Ring the store, find the Store manager's name ( stores as Constantine has pointed out have lots of managers but one supremo). Send him/her a letter pointing out the store's failure to uphold the company's policy, thereby breaking lots of rules ( see Ben's posts he seems to know these inside and out.) Tell him how rude you thought he was.

C.C. it to the ASA and Sir Terry.

Then sit back and wait. They will probably reply, possibly with a positive result. It has worked for me in the past. If not, put it down to experience, go find some more.

Good luck

I had a very similar problem with an item costing £300.
I spoke to customer services at Dundee whilst in store, and although they agreed that I had been overcharged they said they could not overule the store. They did, hovever, take my name and address and full details of the complaint.

I then wrote a long letter to Terry Leahy explaining how I had been a Tesco customer for years and therefore knew their misprice policy because I had occasionaly been overcharged in the past. I explained that I am a good, loyal customer who should be treated better.

I emaile this to Sir Terry & customer services, and within 2 days had a reply saying to go to the store to collect my refund.

The_Old_Bag

:rotfl:

Hey_Dude wrote:

Let the past be the past and let's be nice and keep this thread alive.

Divadee - can I suggest that if a single postee tries to scupper this thread that you take action against the individual and not punish the majority.

If 99 users are posting within the guidelines and 1 postee pops up with an offensive message - surely give that person some time in the sin bin?

I'm sure many here remember robert5686 - I believe that he was taken to one side by a Mod and given a talking to?

Duder

Here here. Please do not close this thread due to the postings of the minority....I mean the rest of us are physically unable to do anything to stop them, presumably only the mods can lock THEM out, rather than lock the thread to us all !!

Sometimes I feel sory for Tesco :eek:

No seriously. Reading the happenings with mummyno4, my immediate reaction would be, if you DON'T get joy from HO, make sure you get your revenge on THAT store and on THAT manager by doing LOADS of R&Rs there, but probably none so large in value that the Managers input is needed.
I don't think Tescos 'at large' have realised that many of us have been 'scarred' by early experiences with cs who have played unfair to get out of a straightforward R&R....but rather than put us off, it just makes us more determined to get one next time that they cannot wriggle out of.
But human nature being what it is....if you DO get your R&R, you will be so hooked that you will be back for a fix anyway
So heads he loses - you are out for revenge/justice; and tails you win as YOU'LL BE BACK anyway !:rotfl: :rotfl:

taxiphil

ben500 wrote:

There is no disgression to discuss, it is part of their national advertising campaign and they are bound by law to honour it, call head office again and if you get no success then your next port of call would be the advertising standards agency your complaint should be that your purchase was made in the knowledge that in the event you were overcharged you would receive a full refund and the item would be replaced free of charge, as per their publicly and nationally displayed material, quoting their website and store display matter as your source for this belief.

The refund and replace promise can also be seen to be part of the "offer to treat" and subsequently considered to be part of the "bargain" at time of sale, a good Trading Standards officer could also use this as leverage on your behalf but it is unlikely you will find one willing or capable of doing so.

Going to the ASA is an excellent idea. Thanks.

Last night I had exactly the same problem as mummyno4 - I bought an Xbox 360 with Prey which was Game of The Week according to the poster (2 weeks out of date!!!) but they wouldn't give an R+R. Obviously I'm going to return to the store again today, and again on Monday if necessary - I took a photo of the POS which I've printed out. I also kept the Xbox and game in my possession, much to their annoyance, as they were very keen to give me a full refund and take the product back (I wonder why?!).

What these staff and managers are doing is disgraceful, really. They are trying to bully the customer into submission in order to cover up for their own incompetence in leaving the old poster up, and to avoid a rollocking off their area manager for losing the company £320.

If I have no luck after returning to the store several times and phoning CS in Dundee I'll make a formal complaint to the ASA about the notorious "Our Promise" poster on the wall. If Tesco are saying the R+R policy is entirely at the manager's discretion, or doesn't apply to items over a certain value, then there should be a disclaimer on the poster to that effect.

redcar_2

From reading the previous posts if store managers have the option to over-ride Tescos policy just wondering why don't they all do this on the higher price R&R requests. I presume somewhere there is a similar angst filled Tescos managers forum with them all discussing their latest scarring experiences at the hands of some of you more experienced R&Rers (:o) so I would have thought that tip would have gone round their camp...


I don't think I would ever have the balls to go for one of these > £50 products but could you not take a chance on accepting the refund the difference refund - which establishes you have been overcharged (and also gives you more credibility as a wronged customer who wanted the product to start with rather than an evil R&Rer) and then argue the why wasn't I given a full refund bit later (when you got home and 'read the policy on the website') - wouldn't you then have the normal time for non-perishables to get a refund if you didn't get any joy?

taxiphil

redcar wrote:

could you not take a chance on accepting the refund the difference refund - which establishes you have been overcharged (and also gives you more credibility as a wronged customer who wanted the product to start with rather than an evil R&Rer) and then argue the why wasn't I given a full refund bit later (when you got home and 'read the policy on the website')

That's an interesting thought. But I think it might actually put you in a weaker position if you initially accept a refund of the difference, and then return later to ask for a full R+R. Tesco could say the whole matter is closed because you accepted their offer of settlement. Personally I think it's far better to strike while the iron's hot, and argue for your R+R immediately after purchase.

shoperholicnot

redcar wrote:

From reading the previous posts if store managers have the option to over-ride Tescos policy just wondering why don't they all do this on the higher price R&R requests. I presume somewhere there is a similar angst filled Tescos managers forum with them all discussing their latest scarring experiences at the hands of some of you more experienced R&Rers (:o) so I would have thought that tip would have gone round their camp...


I don't think I would ever have the balls to go for one of these > £50 products but could you not take a chance on accepting the refund the difference refund - which establishes you have been overcharged (and also gives you more credibility as a wronged customer who wanted the product to start with rather than an evil R&Rer) and then argue the why wasn't I given a full refund bit later (when you got home and 'read the policy on the website') - wouldn't you then have the normal time for non-perishables to get a refund if you didn't get any joy?

I'm not sure but I would suspect that once you accept the difference it would be almost like saying that you are satisfied and you have come to an agreement with the manager? in their eyes the situation would be settled

redcar_2

I was thinking you would obviously start with the oh I've been overcharged - shouldn't I have a full refund bit first but if that hadn't worked and you didn't want to spend ages in the shop arguing the point take it via a different route. I suppose its implying that the person who refused you the whole refund had made a mistake not to do so and so you are just going back to sort it out just like you did with the initial R&R?

mandy_moo_1

redcar wrote:

I was thinking you would obviously start with the oh I've been overcharged - shouldn't I have a full refund bit first but if that hadn't worked and you didn't want to spend ages in the shop arguing the point take it via a different route. I suppose its implying that the person who refused you the whole refund had made a mistake not to do so and so you are just going back to sort it out just like you did with the initial R&R?

Looking at your user name, Redcar, hope you're not from Redcar cos the CS staff at that store can be REALLY difficult to get R&R from. they use every excuse they can come up with, i've lost count of the number of times i've made a complaint about them...it gets you nowhere :rolleyes: