Tesco misprice discussion area part 10

Ole1973

Also, why is it that store managers choose not to give r&r sometimes EVEN WHEN it is as clear as night and day, that what happened was a mistake.

And why are the managers often so poorly trained (or employ their training poorly) when it comes to customer relations?

By the two seperate managers I spoke to today, the following happened :

1. THE non-food manager told me "How do I know who put the signs up, they were meant to have been taken down, it could have been any customer who brought them from another store and put them up there" - clearly suggesting I HAD done so .... otherwise why would somebody bring them in, if not to use them themselves!

2. He also said, "I am not going to give you the console for free if that's what your after, no way!". "Any GENUINE customer would think they were getting a free £40 game and be VERY happy and leave it at that. You are clearly trying to take advantage. A GENUINE customer wouldn't do that" :eek: !!!!!!!!!!!!!!!!

3. THE female DUTY manager was brought to see me at my request, and I saw her getting a briefing from the gentleman manager for a short while before coming out to see me. When she did arrive she had a CONSTANT smirk despite my obvious annoyance at the way I had been treated, which I expressed to her aswell, which she failed to apologise for at all .... she instead said "well I wasn't there when he said that, so I don't know what he said" .... I WAS TELLING HER WHAT HE SAID !!!!

4. Eventually I accepted that she wouldn't budge, despite her terrible failure to offer a proper explanation for going against the policy, (all the while with a ridiculous smirk on her face). And I requested that she put down on paper her briefest explanation of why I hadn't been issued r&r, so that I knew what to tell head office on Monday, which she refused to do, despite me asking her to be so kind as to do me that, having wasted a good hour of my day since collecting the item to leaving the store. She refused. So I asked her to give me her name and position at the store, which she did verbally, and I asked for it on paper, she went for a scrap of paper to write it on, and I requested it on a clean sheet of paper please. So without a word she turned to go into the staff office, and a minute later one of her staff members returned with her name on a bit of paper. I told him to tell her I found it incredibly rude that she didn't come back out with it herself.

Despite the fact that the !!!! up meant I should be allowed a SECOND refund on an xbox, which would obviously be nice, I still feel really !!!!!! off at the way I was treated, AND the fact that Tesco are clearly still not able to price good in accordance with trading standards regulations and are therefore ripping off thousands of customers every week, without them knowing it. It really is a disgrace.

itscheapandiwantit

Ole1973 wrote:

Hi people, wonder if anybody could give some advice please on another XBOX saga.

The manager and manageress admitted that it SHOULD have gone through as £20 off the bundle. But they were absolutely certain that they couldn't give a FULL REFUND of £320 because it was too much for them to authorise, so thet insisted I leave the shop and let them get back to me when they have consulted with Head office as to what to do.

So THIS MORNING, having gotten bored of staring at an unopened XBOX package .... I had the bright idea to go to another Tesco nearby to see if they had the same offer on, which they did !
&r policy.

HOWEVER .... at the SECOND store .... the offer ALSO failed to kick in !!!!

I was shocked and appauled,

They didn't give the r&r simply because "I'm not going to just give you £300 worth of free stuff" and also because "I don't think it is an overcharge" ... clearly neither of which are valid reasons to: go against store policy; or make any sense, respectively.

SO .... on the first one I must wait till tomorrow to find out whether I can go and get my money back from the first store .... and concurrently must do my own investigation with Head office into why I wasn't issued a refund from the second store, despite them saying that I was overcharged on the game, not the Xbox or the bundle .... just the game (which is what the non-food manager said)....and then the lady who was duty manager said "it is not an overcharge the way I see it" .... which is clealry not true !!

Would anybody have any advice for me going into tomorrow?

Firstly congratulations at getting one

Secondly congratulations on keeping hold of it .. you will get refund from HO CS

Thirdly i am sure you are appalled at being overcharged for another one :eek:

Not sure what HO CS would make of ringing about 2 seperate R&R's on the same item at the same time but if you haven't left full details at both stores then surely you could have bought the first and your wife/girlfriend/husband/mother etc could have bought the second one :rolleyes:

The overcharge is most definitely on the bundle of the console and game the managers are talking b@llocks! :rotfl:

ClassicMad

Armed with all the up-to-date info on what would and wouldn't discount at the tills, i went shopping this afternoon and picked up an xbox 360 (the £279.97 one) + Just Cause. Yes, they still had all the posters up! I've built up to this slowly with a few meat, books & selection box r&rs so was feeling quite confident when I approached CS to collect it. Was finally given it after about 20 minutes waiting (the girl from home ent was new and couldn't find it), and did the "start to walk away when I notice the discount hasn't come off my receipt routine" and queued up again.... CS lady went and checked the poster, came back and admitted that I had been overcharged, and proceeded to refund £20, I queried it and said, surely it's a bundle and as such I'm entitled to a full refund on everything? Nope, just the discount off of the game.... and that was as far as I could go, I was pathetic, was very conscious of the people queuing behind me and didn't want to make a fuss, so accepted and walked away. But now I feel better as I still have the Xbox, and as she's acknowledged the overcharge by giving me back £20, I think I've got a stronger case. Tomorrow morning I will be phoning HO and crossing my fingers. Thanks to everybody on here for opening my eyes - I preach to everybody who will listen about the wonderful Tesco policies and how much shopping you can get for free!

georgiac

wlfc1 wrote:

I think it might not all be plain sailing tomorrow, we are talking about a hell of a lot of money on this !!!! up. I think HO may well take a different lime tomorrow and some managers are just not going to play ball.

So lets not count our chickens until the r7r is honoured.

I would tend to agree if it wasn't for the precident set last week, the week before and the week before that.

Some people have been told that the problem was isolated, a one off and rectified immediately, only to find themselves overcharged a couple of days later with a different incorrect offer on a different product but amounting to the same incompetence on behalf of whoever sent out the charts and labels and the store's PI teams.

itscheapandiwantit

ClassicMad wrote:

Armed with all the up-to-date info on what would and wouldn't discount at the tills, i went shopping this afternoon and picked up an xbox 360 (the £279.97 one) + Just Cause. Yes, they still had all the posters up! I've built up to this slowly with a few meat, books & selection box r&rs so was feeling quite confident when I approached CS to collect it. Was finally given it after about 20 minutes waiting (the girl from home ent was new and couldn't find it), and did the "start to walk away when I notice the discount hasn't come off my receipt routine" and queued up again.... CS lady went and checked the poster, came back and admitted that I had been overcharged, and proceeded to refund £20, I queried it and said, surely it's a bundle and as such I'm entitled to a full refund on everything? Nope, just the discount off of the game.... and that was as far as I could go, I was pathetic, was very conscious of the people queuing behind me and didn't want to make a fuss, so accepted and walked away. But now I feel better as I still have the Xbox, and as she's acknowledged the overcharge by giving me back £20, I think I've got a stronger case. Tomorrow morning I will be phoning HO and crossing my fingers. Thanks to everybody on here for opening my eyes - I preach to everybody who will listen about the wonderful Tesco policies and how much shopping you can get for free!

Good Luck

Can't see how you won't get a refund

wlfc1

ClassicMad wrote:

Armed with all the up-to-date info on what would and wouldn't discount at the tills, i went shopping this afternoon and picked up an xbox 360 (the £279.97 one) + Just Cause. Yes, they still had all the posters up! I've built up to this slowly with a few meat, books & selection box r&rs so was feeling quite confident when I approached CS to collect it. Was finally given it after about 20 minutes waiting (the girl from home ent was new and couldn't find it), and did the "start to walk away when I notice the discount hasn't come off my receipt routine" and queued up again.... CS lady went and checked the poster, came back and admitted that I had been overcharged, and proceeded to refund £20, I queried it and said, surely it's a bundle and as such I'm entitled to a full refund on everything? Nope, just the discount off of the game.... and that was as far as I could go, I was pathetic, was very conscious of the people queuing behind me and didn't want to make a fuss, so accepted and walked away. But now I feel better as I still have the Xbox, and as she's acknowledged the overcharge by giving me back £20, I think I've got a stronger case. Tomorrow morning I will be phoning HO and crossing my fingers. Thanks to everybody on here for opening my eyes - I preach to everybody who will listen about the wonderful Tesco policies and how much shopping you can get for free!

It could be argued that you accepted and agreed with the £20 as a refund and therefore they have satisfied the retain and refund policy to your satisfaction.

but good luck

wlfc1

georgiac wrote:

I would tend to agree if it wasn't for the precident set last week, the week before and the week before that.

Some people have been told that the problem was isolated, a one off and rectified immediately, only to find themselves overcharged a couple of days later with a different incorrect offer on a different product but amounting to the same incompetence on behalf of whoever sent out the charts and labels and the store's PI teams.

this post edited

MyUserNamesTaken

georgiac wrote:

I would tend to agree if it wasn't for the precident set last week, the week before and the week before that.

Some people have been told that the problem was isolated, a one off and rectified immediately, only to find themselves overcharged a couple of days later with a different incorrect offer on a different product but amounting to the same incompetence on behalf of whoever sent out the charts and labels and the store's PI teams.

I agree. Taking into consideration how long these problems have been going on and the fact that Tesco has been aware of it for quite some time now, I'd say there's a very strong likelihood that should anyone involve TS, Tesco could be in a whole heap of trouble. They have known about the problems with these offers, yet have failed to rectify or overcome the issues. They really don't have a leg to stand on now.

MyUserNamesTaken

Seriously, Tesco is in trouble with this. It was a known problem which Tesco has failed to rectify, leading to Tesco Stores Ltd knowingly overcharging quite a few customers. TS would have a field day with Tesco. £2k fine for each overcharge that happened after the company became aware of the problems....it would cost them more in fines than it would by simply giving the consoles away to the overcharged customers.

Oh, and then you've got the BAD PUBLICITY!

wlfc1

MyUserNamesTaken wrote:

Seriously, Tesco is in trouble with this. It was a known problem which Tesco has failed to rectify, leading to Tesco Stores Ltd knowingly overcharging quite a few customers. TS would have a field day with Tesco. £2k fine for each overcharge that happened after the company became aware of the problems....it would cost them more in fines than it would by simply giving the consoles away to the overcharged customers.

Oh, and then you've got the BAD PUBLICITY!

will pm with my view