Tesco misprice discussion area part 9

mummyno4

mummyno4 wrote:

Ok need some advise was told by a manager after being overcharged that Head Office had advised them it was up to each manger and they descretion if they did R&R. The item was over £200 and he stated if it had been under the £200 he would have done it. I called head office from the CS desk but they agreed that he had the final say. He agreed I was right, although I ended up getting a REFUND and leaving after taking his name of course. It made it worse as he walked off with a smug grin and the out of date POS knowing I was right.

Any advise as to what I could have said or done would be appreciated. I also I was more annoyed as he was very arrogant and rude, than losing on the R&R.

Ok I sent an email off today to the email on the 1st page and I will be ringing also tomorrow. :T Thanks every one I quoted some of what was wrote so hoping it works. P.S I would have probably not bothered if it wasnt for the advice given. :j

Coupon-mad

Going back to the post suggesting that it may be OK in some circumstances with a difficult manager at Cs, to initially accept the offered refund of the difference.

Good idea, and to protect yourself for following it up later all you need to do is write the words 'partial refund accepted without prejudice' on the bottom of the receipt (and sign and date it). They won't like it, but I believe the words 'without prejudice' allow you to pursue further compensation later in most cases.

I wouldn't do this for something small though, but may be very useful for an argument over a biggie!

HTH

Clasics

Any experts on the law here (I know Ben500 seems 'up' on these things)? What's the law (Sale Of Goods Act?) state with regard to products which have no price sticker displayed and also have no SEL? In effect, they have no price info on them whatsoever. My gut feeling is this is illegal. Am I right? I see loads of these on my travels (mostly games, of course!).

CAE

Last christmas my Dad bought two printer cartridges, and overcharged for one of them. CS gave him a refund of the amount of the overcharge, and he was happy. When he told me this on Christmas Day I told him he should have been refunded the whole amount under R &R. He phoned the store and asked them if he shoud have been refunded the whole amount which they confirmed, and were very apologetic. He took the cartridge and the receipt back, and was refunded the balance with no problem. So in his case taking the original amount of refund did not affect getting the total refunded. In fact, CS nearly refunded the amount he paid for both of the cartridges, but being the ultra honest bloke he is, pointed out her mistake.

Hope this helps.

Carol

Karb

benedictadams wrote:

This is the first time i'm posting on this forum although I have been watching some of the potential R and R savings that could be made

How on the ball are Tesco at correcting normal shopping items (I don't have the spare cash to be getting mobile phones etc - I know i'd either get the £x
back but the money isn't there to spend on it in the first place) like coffee, cereal etc

And more specifically

Does anyone in the Birmingham area have much luck with misprices at the store at 5 ways?

There are almost always misprices to be had at 5 Ways if you look hard enough.

Not on big items, I've never tried for them, but there's usually the occasional r+r on chilled or frozen produce, especially meat. If you're happy with the odd few pounds saved here and there then you should be fine at 5 Ways. If you're looking for that elusive x-box then possibly not.

And I've always found the CS staff to be first class.

mindysouthern

Clasics wrote:

Any experts on the law here (I know Ben500 seems 'up' on these things)? What's the law (Sale Of Goods Act?) state with regard to products which have no price sticker displayed and also have no SEL? In effect, they have no price info on them whatsoever. My gut feeling is this is illegal. Am I right? I see loads of these on my travels (mostly games, of course!).

I am a trainer and train and assess in customer service and retail. I have done a lot of research on different laws and legislations for my students and the following is taken from my training manual... (in easily understood words!)

Sales of Goods Act 1979 – this act provides protection for the customer, you must ensure that the item(s) that are purchased are fit for the purpose and are in fit working order. The items must fit their description. (BUT a retailer can take off the items for sale for 24 hours and give a refund, they dont have to give you the item for that price HOWEVER most will out of good will and if they take the items off display they cannot sell them so it is worth their while to give the item at that price)

In displays it is important to consider the Trade Descriptions Act and the Sales of Goods Act. You have to ensure that the products that you have on display match their description and must be of a good quality and be fit for their purpose to meet the requirements of the above acts.

The price on the ticket is also important as you are advertising the good for sale for that amount. If an item is incorrectly priced then it must be sold for that price. This is a mistake that could occur if a special discount promotion has taken place and all tickets have not been removed afterwards, if prices have increased and old ones are left on or even if items have been mis-priced initially.

The Price Marking Order 2004 applies to products only and is limited to sales between traders and consumers.

ALL of these acts cover the R&R at Tesco but they legally dont have to offer a full refund, rather the price on the ticket, HOWEVER as they have a written policy stating that they will give a refund if you are overcharged they HAVE to give you it as long as you can proove what you have bought is whats on the ticket...

They cannot 'choose' which products the policy applies to as this is descrimination... they couldnt say this sale if for pensioners only or for women only so how can they say that just because you have chosen a more expensive item you cannot have the refund...

A few days ago my partner bought a mobile and was overcharged... the manager was called and was pretty rude stating it quite clearly has an expirery date on the offer and pointed it out. He was embarrased and left with a full refund. I have formally complained about this as Tesco cannot assume that everyone can read or is able to read miniscule print on the bottom of a leaflet. How many older, short of sight, KIDS buying gifts (without the nerve to return), or dyslexic people are being mis lead? :mad:

As a 'goodwill' gesture they offered the phone with the 10% off as the offer had fininshed. The customer should not be penalised as the staff havent taken off POS. I worked in retail for years and you cannot offer the item at the price and then choose who gets it and who doesnt, all this rubbish about the deal's finished is rubbish, how many people see an offer and then read all of the small print, if it sounds good you buy it!

All in all the laws are there to protect the CONSUMER from false advertising and Tesco's policy is in place to attract customers - I pay around £4 extra a week to shop there (compared to Asda) for the 'points' deals and exceptional service, which due to a number of UN R&R related issues lately im not sure the CS is that great either!

bagand96

Clasics wrote:

Any experts on the law here (I know Ben500 seems 'up' on these things)? What's the law (Sale Of Goods Act?) state with regard to products which have no price sticker displayed and also have no SEL? In effect, they have no price info on them whatsoever. My gut feeling is this is illegal. Am I right? I see loads of these on my travels (mostly games, of course!).

I'm willing to stand corrected but I don't think its illegal to display a product without a price.

Perhaps daft as no-one will buy it!

Clasics

bagand96 wrote:

I'm willing to stand corrected but I don't think its illegal to display a product without a price.

Perhaps daft as no-one will buy it!

Not daft at all in Tesco's case, as I'm thinking back to the time when loads of GBA games were mispriced. Some of my local stores simply took the offending label off and put all the games back on the shelf with no price sticker on at all. They effectively DIDN'T WANT anybody to buy it as they couldn't put the H.O.-generated price on it and risk yet another R&R...

mindysouthern

bagand96 wrote:

I'm willing to stand corrected but I don't think its illegal to display a product without a price.

Perhaps daft as no-one will buy it!

Im nearly sure if an item is for sale it must have the price available, this shows it is FOR SALE... (price marking order)

Even a catalogue must have prices available even if they are on a separate list. If this was the case and they said you could assume it was for sale then you could assume everything was for sale... trolleys shelves etc because at the end of the day they are in the store so...:rolleyes:

son_of_god

I would think if the manager is prepared to offer you the difference he is by his action admitting an error has taken place. I would stick by your guns and stay cool, point out that it is an offence to display misleading SEL/POS even though the offer has finished. And according to Tesco national policy you are entitled to a R and R. The store is committing a further offence by not doing so, as has been said before if it is down to store discretion then this should clearly be stated on the T and C's


P.s. I am not David Icke