Tesco misprice discussion area part 9

ben500

mandy_moo_1 wrote:

Yep its the same store.....phoned TS and they were VERY interested. told 'em about conflicting SELs and also the fact that they aren't always honouring their policy. The bloke then put me thru to someone ..... Consumer something-or-other......and he said that if Tesco don't honour their own policy every time then they can be reported and action WILL be taken as its a misleading enticement to its customers

A good trading standards officer will pursue a claim on this basis although most will not as they do not generally accept the connection with their role and enticement in connection to r&r they tend to be blinded by the details relating to pricing structures and when the store make the necessary apologies and provide the usual assurances become less interested in the issue of enticement or just plainly see the complainant as chancer come unlucky.

wkd35

I am either still missing something or my local tescos are on the ball , warwick , stratford and leamington , all iv had r&r was a bag of chips .
the tescos in warwick is 24 hr , no scanner , I asked 1 of the managers if they had 1 , he looked at me big grin on his face , saying they were broken & how expensive they are to fix .

ben500

shoperholicnot wrote:

Blimey! i'd give the XBox a miss in that store then! lol

On the contrary having successfully educated the individual and demonstrated your knowledge of the procedure you will have a firmer base on which to obtain r&r on such an item.

mandy_moo_1

ben500 wrote:

A good trading standards officer will pursue a claim on this basis although most will not as they do not generally accept the connection with their role and enticement in connection to r&r they tend to be blinded by the details relating to pricing structures and when the store make the necessary apologies and provide the usual assurances become less interested in the issue of enticement or just plainly see the complainant as chancer come unlucky.

So any ideas what to say when a branch is adamant it won't honour its own policy, and then HO says it won't overule a manager's decision....what "legal" jargon can we say? ie about consumer rights etc. Obviously i know thats a VERY last resort cos it'd really get their backs up, but i wanna sound at least half knowledgeable the next time they try and refuse R&R

FloFlo

Ask them if the local paper can come in and take a photo of you next to the policy notice as they are taking an interest in your story.

mandy_moo_1

FloFlo wrote:

Ask them if the local paper can come in and take a photo of you next to the policy notice as they are taking an interest in your story.

:rotfl: I already get followed round this store to start with.....their losses might be a bit less if they used more manpower catching the shoplifters!!!

ben500

mandy_moo_1 wrote:

So any ideas what to say when a branch is adamant it won't honour its own policy, and then HO says it won't overule a manager's decision....what "legal" jargon can we say? ie about consumer rights etc. Obviously i know thats a VERY last resort cos it'd really get their backs up, but i wanna sound at least half knowledgeable the next time they try and refuse R&R

The key is if your initial verbal requests are denied don't get involved in lengthy debates on the shop floor unless your rugged enough to deal with the intimidation and smart enough not to give them excuse to ban you and give this at a later date as an excuse for weaseling out of the r&r, then put it in writing outlining all relevant details as stated before, your first communication should be with Tesco and setting out a timescale you wish the enquiry to be resolved in in order that you may pursue other avenues in the event of an unsatisfactory result, keep your communication short and to the point, end it with what you feel would be an acceptable resolution and don't forget to add something if your bold enough such as compensatory gift voucher over and above your rightfull r&r.

ASK THEM WHAT THEY INTEND TO DO IN ORDER TO RESTORE YOUR FAITH

Remember that all these managers putting obstacles in the way of r&r are doing it for several reasons, to deter you, to protect themselves from discipline, and yes in some cases just to be able to continue to get away with sloppy housekeeping and maintain black profit.

The_Governor

FloFlo wrote:

Ask them if the local paper can come in and take a photo of you next to the policy notice as they are taking an interest in your story.

That's a cracking idea, especially if you know someone with a decent camera, you could get them to turn up and they'll look the part... which gives me an idea for my next time (if I get one).

joshtbh

ARGH! had a nightmare night for R&R went to one store and managed to get Tekken and a PSP full price no reduction, with the poster to save £10!!!! Got to the till, opened my big mouth about hoping there was going to be an offer on it, and it aroused suspicion immediately - and wiped the smile off the smart cashier's face!! Gutted, she brought over a flustered roaming staff who presumably took down the SEL and deducted me the £10 at the till - grrrr..

second store had *no* PSP games to purchase at all with a sign saying "please ask a member of staff about anything related to games consoles", hmmm....fishy smell anyone?

third store I got so excited when I saw Tekken and a PSP ripe for the picking, didnt properly check the poster that it was £10 off, so took it to the till, bought it and took it back to the CS about 5 mins after being in my car and she went up to the SEL (I couldnt see her at this point) and told me that there was no such offer advertised. Now either this was my mistake and I didn't notice that store was sharp with their posters....or something else happened. I'll leave you to decide.

Nightmare night though and a raised profile in at least 2 stores!

FloFlo

Rule number 1 - Never let CS out of your sight when checking price, always follow and 'help them' whether they like or not.