Tesco misprice discussion area part 9

MyUserNamesTaken

baddave1982 wrote:

hi, just a quick question as i'm new to all this! when the SEL's say offer ending e.g. 12/08/06 does that mean that the 12th is the last day of the offer or that the 12th is the first day where the price has changed back?

thanks,

It's the last day of the offer.

baddave1982

thanks! :T

Clasics

INSOMANiAC wrote:

Exactly, they have already admitted responsibility by offering me a refund. Some of the BS they are coming out with is unreal, one guy said 'the game of the week slot isnt for the game of the week, its just to display new games' lol. Then he told me Id got confused between xbox360 and PS2 games. But the biggest lie is the manager claims that she offered to replace lego star wars 2 with their game of the week !! absolute lie ! she did nothing of the sort.

As I say, I have asked them to check the cameras and I have specifically asked the team leader I dealt with today

'If the cameras show a member of your staff has put that game in the wrong section, do I get a full refund?'

She reluctantly said yes. So time will tell, still waiting for them to get back to me.

I have drafted a lengthy letter to Terry Leahy stating everything thats has happened, as well as emailing trading standards with the same information. If my r&r is not successful, I will add what happens next and send it to Mr Leahy, although I believe he's on holiday.
It so frustrating because I know Im right. They are happy to take 20 pounds too much off me, but are a little more reluctant to refund me as per their 'promise'. A trading standards officer is ringing me within the next 2 days, so Ill see what they have to say as well. Im still quietly confident because in my mind, the ONLY person that is going to put lego star wars in the game of the week slot is a member of staff.

Fingers crossed

Don't worry about old Sir Terry being on his hols, it's his PA/staff who normally process all his emails/letters anyway.....allegedly

wlfc1

Update to my post below

I was supposed to get a call back from the assistant customer services manager yesterday but she never called, So I called Dundee today and explained what happened on Monday (shown below)

basically they said that the offer clearly stated on the label that the offer had ended on the 07/09 and that they were entitled top deny r&r, I said that the label shouldb be clearly understood and unambiguous, I aslso said that the expiry date is so small that I am unable to read it. She just said that if I can't read something then I should ask for assistance !

She is going to phone the store to speak to the person who dealt with my enquiry as she should have called me back as promised, but they stressed that they couldn't overturn the decision of the store, it looks like I might have to give up on this and get refund (I don't want to raise my profile too much at my local store)

any thoughts though?


11-09-2006, 10:12 PM #176
wlfc1
NotSoNewbie MoneySaver



Join Date: Sep 2004
Post Count: 121
Thanked 22 Times in 11 Posts

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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

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Last edited by wlfc1 : 11-09-2006 at 10:25 PM.

INSOMANiAC

ive just been back in the store as they didnt contact me reagarding the cctv footage, the general manager was there and his attitude was 'so your expecting me to give you a free xbox360 and a free game, thats not going to happen'

I explained that I merely wanted him to adhere to the tesco promise of a full refund for the overpriced items, he argued that anyone could hav e moved the labels 'im not saying it was you' he said, clearly suggesting it was me.

In the end he was adament I would not get a refund and that they were not in the wrong. He offered to swap the lego star wars for test drive unlimited. In the end he agreed to get someone to look at the cctv to see who put the game & label in the wrong place.

I asked him the same as I asked the team leader 'if it was a member of your staff that has mispriced the game, do i get a full refund' he refused to answer.

He said he will phone me on friday morning and let me know what happened with the cctv.

Should I write to Sir Terry or is it better to wait for the outcome.

I explained id contacted trading standards and he said he was happy for them to come as they are not in the wrong .

Mike_J

Local Tesco were today putting out new promotional price labels on CDs. Notice a couple of Cds where the new SEL was couple of pence higher than the previously stickered prices. Couldn't get too close to look as they were swarming round the area. May take visit later and post specific on misprice thread if succesful but just a heads-up for now

INSOMANiAC

Dear Mr Leahy,

I am writing to you out of sheer frustration hoping you can help me with a dispute in my local Tesco. I think the way I have been treated is despicable.

My family and I have been using Droylsden Tesco since the day it opened nearly ten years ago, we live next door. I have never had a problem until now.

On the 12th of September at 7.34pm I came into you supermarket to purchase a xbox360 for my partners daughter. I went to the 360 section and saw right underneath the 360 packs, in a blue cardboard box, 'Game of the week'. The game was Lego Star Wars 2. The white sticker underneath it also said Lego Star Wars 2 £39.97. Another said 'buy an xbox 360 and game of the week and save 20 pounds 'so I picked the 360 and the Lego Star Wars, a few toiletries and paid for them.
When I received my receipt it was clear I hadnt been discounted the £20, I had been charged full price. I knew that Tescos policy was to refund if the price at the counter, and the price on display were incorrect so I told the cashier.

The cashier got the duty manager, **** ******** who then double checked with the cashier that Lego Star Wars 2 was game of the week, he confirmed it then she checked herself. She told me that the discount only applied to the game and not the console and offered me a refund on the game. I refused this as I believe I paid for them as a package. If I had bought them seperately there would have been no discount. She said that she could not authorize refunds over £200.00 so she would contact head office in the morning. I took the number for your head office and at 8am on the 13th of september I phoned up. I briefly explained what the lady had said and the customer service gentlemen contacted the store. He then phoned up to tell me I had picked up the wrong game and 'test drive unlimited' was the game of the week.

I explained to him that 2 or 3 copies of Lego Star Wars were in the box marked game of the week, and that the price tag was underneath these boxes quite clearly stating this was game of the week. There was no doubt in my mind, or I'm sure to anyone else who looked at that display. He phoned the store back and they rang me up saying "Hello Mr *********, you picked up the wrong game didnt you"
I said no, I had picked up the game in the game of the week section, clearly marked and labelled and offered to come into the store to show them exactly where it was.

I returned to the store shortly afterwards and checked the xbox360 stand. The game had now been moved to the number 3 position in the charts and the price tag had been removed from under the Game of the week stand. I asked the staff (the 6 that surrounded me) where the tag had gone and why the game had now been moved.

The Staff that surrounded me were as follows;

****** ******* - Team Leader
***** ******** - Stock Control Manager
******** ********* - General Assistant
**** ******* - FMC Team Leader
*** ******** - General Assistant in entertainment
**** ***** - General Assistant

Non of these people where there the night before when the transaction took place, at least, I didnt see any of them.

The staff basically tried to tell me that the game was never in that 'Game of the week' slot, and if it had been, it had been put there by accident and it wasnt their fault. I asked why it had the price label underneath (behind a plastic cover) if that was the case and got the impression they thought I was lying.

"Well I was here all last night and nobodys moved anything" one said. '. 'I havent seen anyone move anything either' another said. I was made to feel small and as if I was some kind of criminal. As if I was being attacked from all sides. I had to request that only one person spoke to me as I have an anxiety disorder which I receive treatment for. The whole scenario was extremely distressing to me.

****** ******* who was dealing with me said;

"'The store manager offered to swap you that game for test drive unlimited, our game of the week".

This is an absolute lie. **** ******** believed the game of the week was Lego Star Wars 2 as much as I did, hence the offer of the refund. Test Drive Unlimited was never in the Game of the week slot, and indeed, when i returned, test drive was STILL not in the game of the week section, its was in the number 1 slot instead. Mr ******** then moved it into the game of the week section while we were talking. Miss ******* was reading what Miss ******** had written for her on a piece of scrap paper . What was on the paper was not true She had made absolutely no mention of any other games while I was there. I am wondering if she is had added that bit to our conversation so as not to appear incompetent.

Mr ******** then tried telling me that I was only offered the refund so I could buy the game of the week. Another lie. I had to repeat myself several times to all these staff talking at me, telling them that the label was underneath the game as well it being in that blue box. I got the distinct impression I was not being believed. Mr ******** then tried to tell me that the 'game of the week' area wasnt actually FOR the game of the week, it was just for advertising a new game. Ridiculous. Then he began to suggest I had got confused between the xbox360 and PS2 games of the week, despite me being stood right next to the display I had taken the game from.

I asked Miss ******* to check the cameras and contact me when they have realised a member of their staff has put the wrong game of the week on display.

Ms ******* was extremely helpful and polite and had good customers service skills. She said she would check the cameras, and if it turned out their staff had misadvertised the game, I would be entitled to a full refund. The should not have been neccessary because Ms ********, who wasnt there when i returned, knows full well where the Lego Star Wars and its label were that night, she went over and checked. Surely all it would take is for her to say "Yes, Lego Star Wars 2 was in the game of the week section".

By 3.43pm Miss ******* had still not contacted me so I returned to the shop to see what progress had been taken. She had left for the day and the general manager appeared a Mr **** ******. He said,

"So your expecting me to give you a free game and a free xbox360. Thats not going to happen"

I explained that I was just wanting him to adhere to Tescos promise for a full refund for the products which have been clearly overpriced. He offered a refund if i returned the machine and the game unopened, I refused, that is not satisfactory. I explained about checking the CCTV to see who had mislabelled the games and eventually he agreed, although I think that was just to get rid of me. He said he will get the footage checked and get back to me Friday morning. To be honest I dont believe this is going to happen, it didnt happen when ****** ******* said she would check. It would be very simple to find out who stacked that shelf. I believe he will just phone me on Friday and tell me Im not entitled to a refund.

It seems to me, the duty manager **** ******** accepted that I had been overcharged and offered me a refund on the game, wrongly stating the discount on the game was only on the game, thus admitting that Droylsden Tesco are in the wrong. When I return the next day, they have changed their whole approach and was subtley suggesting that I, or someone else had moved the star wars games AND the label to the game of the week section. It was clear the store manager, although amiable, had little time for me and had already made his mind up I was some kind of chancer. It is a very clear cut case to me, the game was labelled and boxed as game of the week, bundled with the 360 I would save 20 pounds and I didnt.

I read the trading standards website, which suggested I contact them before starting the dispute, I emailed them stating that I had clearly been;

A: Misled on the price of Lego Star Wars 2,
B: Misled with regard to your refund policy
C: Been a victim of false advertising (albeit by accident)
Wrongly told that the discount only applies to the game when it is clearly a package

They have replied to my email stating that a Trading Standards officer will contact me in two days time.


Im sorry this letter is so long but I feel I need to give you all the facts while they are fresh in my mind. I have never returned any items before and dont intend to again, but I am sure I am well within my rights to claim the full refund for the bundle. I feel like I am being fobbed off by everyone and my honesty is being put into question. Its is quite disappointing when I have been shopping with you with with no problems for ten years. I cant help but feel If I wasnt a 27 year old man with tattoos on my arms, I would have been treated very differently. My problem is not being treated seriously. I have never been discourteous or abusive to any of your staff, I have remained calm despite my anxiety disorder and I am an honest, hard-working member of society.

I will retain a copy of this email and any further correspondance, I will also send a copy to trading standards and I will mail a copy to yourself via recorded delivery.

I have been unable to sleep since this began, worrying about it, and have been embarrassed three times now in the middle of your shop. I wasnt taken to one side to discuss it was more of a free-for-all of these people throwing their theories at me. The stress of this situation is worsening my medical condition, and I dont wish to enter that store again only for it to be suggested I am either lying, or I am stupid. I only hope that you can help me to resolve this as soon as possible.

Thank you very much for your time,

Madwelshmam

Constantine wrote:

That thread gets interesting shortly after your post

mcdonag wrote:

Ooops!!! I think it's my fault for asking him for some tips in the first place. Not like me to be the instigator of any trouble!!!

Yep it did get a little heated for a while. Luckily I put on my suit of armour before starting to post on MSE so I am fine. :eek:

And umm, Mcdonag,:grinheart I'm def a lady....:kisses3:

bb999

INSOMANiAC wrote:

I get the feeling Im not going to get an r&r despite it being a clear cut case.

I wouldn't say that. I wrote a very similar letter to Sir Terry a couple of months back and had a reply offering me full R&R within a couple of days.

Just a few things I would have done slightly differently......

1)Put a deadline for receiving a responce. Make it realistic, say 1 week.

2)Type out the letter and send it as an attachment to the email rather than putting it all in the body of the email. (you may have done this.)

3) Send it to customer services, and cc it to Sir Terry (Not Sir Leahy). This way the customer service staff who will have to deal with it anyway will be aware that 'the boss' has seen it and are more likely to deal quickly and efficiently.

Good luck.

INSOMANiAC

Thanks for the advice, what is the email of the customer services desk? Ill send them a copy now

Thanks