Tesco misprice discussion area part 12

wlfc1

Monster_Deals wrote:

When you return an item for refund under the 28 day policy, does it have to be to the same store ?

No, but I am sure it has to be an item that the store stocks?

306NOTOUT

wlfc1 wrote:

Never mind, the good thing about this r&r lark is that the next big ticket item is just around the corner, in the meantime enjoy your beer and go get the iron for your wife/girlfriend/boyfreind.

Oh yeah I cant wait for that, here you go love I have got you a free Iron!!

Where can I collect the divorce papers from again?

Fosters tastes better if it is free, would much rather have free Stella but hey you cant have everything! :rotfl:

Edindevon

From the misprice thread:

Loop wrote:

I couldnt fine any becks Vier what does it look like???

It's a 12 pack of small cans and is grey.

They don't stock it in all stores, so if you can't find it, then maybe your store doesn't stock it. I had a look for some in Axminster today and they didn't have any, even though it's a similar size store to Honiton, where they do stock it. If all else fails, you could always ask a member of staff!

Edindevon

leadhead

Looked in 4 stores today......found very little, still saw the Fosters 2 for £6....but no cans on the shelves. Scanned a couple of PSP games mentioned yesterday, but they came up a lot les than the SEL's.....

Did however find something odd........Was looking at the Becks Vier on the shelf when i noticed a 6"x4" white sel advertising Biere D'or.....(you know those "house shape" looking packs of French beer with 20 small bottles in them.) just lying on the shelf beside the Becks. The Biere D'or was situated on the shelf below and had a small white SEL under it with £5.78 for 20 bottles. The SEL I found lying on the shelf above it said £5.58 for 20 bottles.
There were no dates on either of the SEL's, so took a chance and loaded 120 bottles(6 packs) in to my trolly.....was charged the £5.78....full RandR on the 6 packs.

Nickygoat

Monster_Deals wrote:

When you return an item for refund under the 28 day policy, does it have to be to the same store ?

No, but as wlfc1 said - it has to be an item they stock.
Nor can it be a fresh item - no taking back those rib roasts a week later.

I've returned stuff to different stores before, but a couple of times had the CSA say they don't do it.

Like most things at Tesco - it depends on who you talk to.

As long as you have the receipt, and the goods are in a suitable condition yes they will.

HappyShopper3

Does that mean the cheese I bought cannot be replaced? (I got mild instead of mature).

Monster_Deals

Just returned from a Fishing Tour (decided to replace Scam/Scamming with Fish/Fishing to keep you ladies happy.)

4 stores, 2 ordinary, 1 metro, 1 express:

1st store (ordinary) - NOT A BEAN !! appeared to be run like a military operation, shows what can be done at a cost. Several staff checking SEL against products and hand held devices.

2nd store (ordinary) - Posher town, some prices seemed to be more expensive (but not 100% sure). Got a load more stationary and Aberdeen Angus fresh burgers, total R&R £41.41

3rd store (metro) - very strange experience and best so far, got £40.68 of the knats !!!! lager on an out of date 2 for £6. Now because of the amount the CS said she would need to get the manager. The manager appeared and then instructed the CS what to do.

They gave me a double refund, yes a DOUBLE REFUND (no bull, no kidding) - £81.36 and I kept the knats. I will go back next weekend for more fun.

4th store (express) - not a bean, also noticed prices were definately higher e.g. Hoegaarden Lager £3.10 a bottle, normal store price is £2.98, on offer at the moment 2 for £5.

Given this Express is in an area of poor private housing (£120k to £300k) the normal 'Legoland / Rabbit Hutch' park and these type of people usually pay out a large proportion of their net income buying their box, I think the skimming prices are a bit out of order from Tesco. Tesco would obviously argue convenience.

babymoneyblagger

Hi - I was reading the posts and thought that I would ask: If you have been banned but the manager says you can shop but not r&r-ing then couldnt you take a friend and let them put stuff in their trolley,pay then get r&r?
P.s - dont want to cause trouble, im just curious to find out if this would be a way round a ban(I have not been banned, just incase u thought i had).

itscheapandiwantit

HappyShopper3 wrote:

Does that mean the cheese I bought cannot be replaced? (I got mild instead of mature).

Just keep the mild for about three months.....then it's mature

one_time_2

A few weeks ago I wrote to Sir Terry about stores formulating their own policy. I have received an excellent reply from him/Tesco and feel that I should publicise it more widely, so that the Head Office customer service can be applauded. It seems the problem lies in the stores and in the local CS staff themselves.

My letter to Tesco:

Last week I purchased four packs of fresh rump steak in your Leyland Extra store. I also bought 3 packs of belly pork, 4 x 4 pints of milk, and five packets of sweets, as well as other items which I bought in ones and twos.

The rump steak was reduced from its normal price, and advertised with a yellow price label on the front of the shelf showing the old and the new prices. The individual packs of steak were labelled with the older, higher price but I assumed that the new price would be substituted at the checkout till. It was not, and I was charged the higher price, although I noticed this only when I was on my way back to the car.

I returned to customer services and advised them that I had been overcharged on the steak. The female assistant said she would refund the difference. I said I would prefer she applied the Tesco policy visible on the very large board on the wall behind the desk which described what the customer could expect in the unlikely event they were overcharged.

This she refused to do and pointed to a very small (say 4 inches by 2 inches) piece of paper, obviously produced on the office computer, saying something like the store considered any quantities over 2 to be bulk buying and they could refuse to sell. Therefore she would apply the policy to 2 of the packs and would refund the overcharge on the other two. She called over a colleague who pointed out the word "product" in the sentence about refunds, and then insisted that "product" meant only one item, not more. I asked her to check with Head Office that she had the authority necessary to create a policy different from the corporate one, to which she replied that the Manager (who seemed to be standing on the customer side of the desk, but didn't speak) could do anything he wanted and that Head Office would back him up. I could see no point in discussing the matter any further so accepted two packs refunded and given to me, and asked that the other two packs be fully refunded and put back on the shelves. This was done.

However, I do have several questions:

1. Does the Tesco policy of refunding overcharges yet allowing the customer to keep the item apply to all Tesco stores which advertise this same policy?

2. Are there restrictions to this promise, and if so why are they not clearly advertised with the same prominence as the description of the overcharging refund?

3. Do store staff and managers have the authority to refuse to implement corporate policy which is advertised in the store?

4. Why does this store have a small, self-produced sign referring to bulk buying? This seems rather sneaky and dishonest, not terms I would usually associate with Tesco, but perhaps something brought in by the particular management culture of that store. I can understand that at times it might be necessary to restrict purchases by single customers who might clear the shelves of certain items. However, I fail to see how you can permit me to pay for goods at the checkout, and then, post-contract, selectively apply the bulk buying policy only on a refund. The Leyland store did not enforce their bulk buying policy at the till when they were happy enough to take my money for the quantities I bought (quantities of several items being more than 2, not only the steak), therefore they should not have applied it retrospectively at the customer services desk.

I would very much appreciate it if you would clarify Tesco's position on this matter, even if it is only to say that your policy isn't worth the wallboard it's written on. Alternatively, if you feel that the store has behaved incorrectly I would like your confirmation that you have informed them of the correct way to deal with a customer query, and also let me have a description of the way in which they should have dealt with the matter.

Thank you for your help in this matter

After a couple phone conversations with a gentleman in Dundee CS, who told me that the matter was being considered by the Tesco legal department, I received my reply and a generous moneycard. I hope Tesco's response means that their legal department did not place great confidence in the store's ability to retrospectively apply a local bulk buying policy. But .... here's a precis of what their letter said. Make up your own minds.

They were sorry to learn that I was overcharged in the Leyland Extra store. They reminded me of their policy that if they overcharge a customer, they will refund the amount of the product and let the customer keep it for free. They were sorry that the store DID NOT HONOUR THIS POLICY FOR ALL FOUR OF THE STEAKS. Sir Terry understood that I would find this frustrating as they clearly had this policy displayed in the store.

The matter has been addressed with the Store Manager, who will carry out further training with the team to make sure that they comply with the overcharging policy in future.

I am posting this message on both the ethics discussion thread and on the misprices discussion thread, but I think any comments should take place in the ethics thread on this page:

http://forums.moneysavingexpert.com/showthread.html?p=3195500#post3195500

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