Tesco misprice discussion area part 11

tinkerbell212

Does the R&R policy also count for Tesco Express??

Clasics

Yes. Although the fact that there is no CS desk and you will be arguing at the till for about an hour with a massive queue forming behind is not the best selling point for R&Ring at an Express...

highguyuk

Not sure where to go from now on, although I except there is no chance I will get the R&R now.

I sent HO an email explaining what happened instore. The letter was as follows:

On Wednesday 27th September 2006, I visited the Burton-on-Trent Store and purchased a Motorola Vodaphone mobile phone which was on offer at the time. The offer advertised on the A4 poster next to the phone was save £20 on Vodaphone/Virgin Phones when purchased with £20 Vodaphone/Virgin Top Up Credit. I purchased the phone and credit at the same time, and collected my item from the Customer Service desk and left the store. A couple of minutes later I realised that the discount had not been taken off and I went back into the store to speak to Customer Services.

The CS staff spoke to another member of staff, and I was offered the £20 difference. I declined this, and stated that as I had been overcharged I was due a full refund according to Tesco policy. The CS Staff then went to speak to the Deputy Manager on duty, Stuart I believe, who refused to honour the policy as apparently the poster was out of date and therefore the policy was not valid. I questioned this as if the poster is out and the offer is being advertised all policies should be valid. I said I would ring the Head Office number to question this.

I spoke to someone at HO called Russell, was told me that I was right to question this and that I should get a full refund. He advised me to inform the manager to ring HO and to ask to speak to himself and then he would sort it out. I told this to CS at the store, who went to advice the Deputy Manager of this. The CS staff came back advising me that he had refused to ring HO as he was right in his decision and was not willing to co-operate. I found this childish and unhelpful, especially from someone in a senior position in store. I then rang back HO and asked to speak to Russell. This lead to me being passed between several departments, including at one point Croydon Home Delivery Service Depot, before speaking to another person back at HO who spoke directly to the store. After a brief conversation between CS and HO, it was decided that I shouldn't receive the refund - even though I had been told I was eligible previously.

I decided at this point to get a refund on the item and leave the store. The CS staff at the store, Phillomena, should be acknowledged. She was helpful throughout in trying to assist and solve the problem. However, I could not believe the attitude of the Deputy Manager.

According to Tesco's own policy on this issue I should now be in receipt of the mobile phone, as well as refund. I was also appalled at the treatment I received from HO being transferred around the telephone system, as well as the treatment I received from the Deputy Manager and therefore I would like to make a formal complaint.

I have just received this in responce:

Thank you for your email.

I was sorry to learn of the problems you encountered at our Burton on Trent store and I apologise for the inconvenience caused.

After investigating this matter with the store, I can confirm that the poster that advertised the offer had the details of when the offer was valid until clearly printed. Because you made the purchase after the specified offer expiry date, you were not overcharged, and therefore our overcharge policy does not apply.

We do however appreciate that you feel the standard of service you received was below what you would have expected from us. In light of the surrounding circumstances and as a gesture of our goodwill, we are happy to honour the original offer of £20 off your purchase. You should receive this along with a letter of apology within the next 5 working days.

Please accept my apologies for any inconvenience or disappointment caused.

If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk quoting **********



Anyone seen this before? I went in there yesterday to try and find a misprice just to get one back at them but couldnt find anything on my own. I know others on the site have had R&R's at the store, and I have as well on a couple of previous occasions.

GRRRRRRRRRRRRRRRRRRRRR

newmum1

beerbellybill999 wrote:

what is the best method to ensure you get a refund?

For example if I see a phone that scan through as overpriced and there is a label on the shelf and go to buy it and by the time it goes through a member of staff has removed the label where do I stand?

Should I remove the label (before they have chance to ) so I can produce it to CS when I ask for my refund?

i had this problem yesterday and i told the manager that i wanted to check the cctv cameras to see if the price had changed between the time i purchased the product and walked through to the cs desk he apologised and i got a full r and r.

pinkparrott

Hi all just wanted to tell you about my first day R+R. I got R+R of £25 in my local tesco now problem on willow farm chicken and finest beef joint. Then went to the big tesco in toen and got another £26 r+R on 2 beef joints and a lamb joint, however the manager who was near cs at the time said i dont know how thats happend we must have missed some as we just spent the last 2 hours checking the meat, but no arguments over giving R+R.

Then went past another tesco on way home from work and got a R+R on a finest mousaka however even though this was only £3.28

loads cheaper than the meat it was the most hassle, i said £1 didnt come off at till and could i have the refund and she said its not that simple as would have to refund whole amount, went off to speak to manager then came back and said "yes can have £1 !!" so isaid well you said i could have full refund, and she said angrily " i should have kept my mouth shut":mad:
I said yes should should and you should try not to lie to customers!! and went on to say about tesco's massive profits and why would the want to do me out of £2.28!!

Finally had to go back to my local tesco's as forgot cat food !!:o , and noticed the cs woman had put sel back infront of meat joints again. so got another and another £12 R+R no problem.

So for my first time R+R ing got £70 out of tescos' :T :j :T so excited never had anything free before and got enought meat to last till christmas!!, (i would rather have this than a phone , but thats just me.
sorry for long post but so excited!!

pinkparrott

sorry forgot to ask, never noticed these scanners? where are they are they at the tills or hand held like to ones sainsburys did? deffo dont think they have them in my local store.

illmonkey

pinkparrott wrote:

sorry forgot to ask, never noticed these scanners? where are they are they at the tills or hand held like to ones sainsburys did? deffo dont think they have them in my local store.

I'll bump you on that, i would like to know too. As obviously you dont want to take lots of items to a till to get scanned!

Im off shopping to tescos tonight, hoping to see what i can get my first R&R on.

Is the Xbox360 deal still going on? would love a xbox360!

There is 3 tescos in the town im going to as well

Schamansky

VeryTrying wrote:

Neither of your last two sentences is right. An overcharge increased Tesco's profits, an undercharge loses them money.

You are trying to apply the Tesco internal Head Office/individual store relationship to Tesco's published accounts. The two are different things. In Tesco's accounts, when Tesco does a stocktake the item is valued at what was paid for it (unless it has reduced in value, when it can be valued lower). It is not valued at £1, nor at £1.05 nor even any other sales figure. It is valued at 60p.

We seem to be confusing the way in which Tesco measures the individual profitability of an individual store (which has nothing to do with anybody else), and the published accounts which produce £2b+ profit in a year. I am discussing the latter ie the REAL accounts. And in the REAL accounts, Tesco are making extra profits from overcharging!

The lightbulb starts flickering brighter and brighter for me.

Yep...that's the whole point.

Bagand96 talks about inventory book values on store level at sales prices, VeryTrying talks about the corporate Income Statement (or whatchamacallit in the UK) - where it's purchase price versus achieved sales figures.
Schamansky, getting lost between the two, allowed himself to get confused.

Profit = Income - Cost. First year, day one economics.
That's my sanity restored (for now).

gt568

eco21 wrote:

what is the site for misprices aswell, cpljackson something or other?

couldnt find it on a search.

Is this what you're afterhttp://www.cpjackson.co.uk/cgi-bin/misprices/index.pl

Starb

Had a stroppy CS assistant yesterday whilst getting a refund of £3.78. I do my shopping in that particular store weekly and always get a misprice which I refuse to ignore, so always go to CS. Anyway, he refunded me then told me I wasn't allowed to go and buy anymore of the product (on misprice thread) to which I loudly replied "You mean you've left the wrong price up and are still overcharging people?" He didn't look very happy.

Classic case of Tesco knowingly overcharging people as the misprice had been brought to their attention.