Tesco misprice discussion area part 15

roystonsback

dont understand the moet being a r and r as its on offer till jan at £15.94?

rdwarr

roystonsback wrote:

dont understand the moet being a r and r as its on offer till jan at £15.94?

I'm beginning to get weary of all the multiple IDs on here. Are we supposed to register a new account every day now? I suppose we're supposed to think you're "Chubs" in another guise?

mrs2fat

Ste7ieBoy wrote:

Went to a few stores this morning and my best haul yet!

20 bottles of Stella :beer: at one store. (You should have seen the perplexed look on the checkout girls face when she couldn't persuade me to get another case for an extra 4p!)
:j

do you mean 40 bottles?

BigJonnyB

I am in shock at the treatment that my partner was given this morning at a store near his family. They had leaflets everywhere in the store (checkout ends, in holders etc) with 4 offers on each side (see picture). One of these clearly shows the 25% off wine and champagne offer, with no expiry date (the only other offers that have no expiry date were confirmed by a duty manager to be current). He purchased 6 moet (actually needed for a wedding), and received only 5% discount. At customer services they were adamant that the offer had finished but that it was okay to have the leaflets everywhere as the small print said ‘prices are subject to change’ – note it says nothing about offers. The store manager would not come and talk to him, a duty manager came after half an hour and admitted it was ‘a little’ misleading, but that the leaflets were okay as ‘Tescos are a big company and would never put anything out that’s illegal…this small print gets us out of it’. It took an hour for them to finally call head office – who said to offer the 25% discount after much discussion. My partner then asked why they were not refunding the full amount as per their displayed policy. The cs were adamant that he had not been overcharged since the offer was no longer running?! Again, my partner asked to speak to the store manager, but they would not come and speak to him. My partner was made to wait for another 45 minutes until they would phone head office – who said he was not entitled to a full refund. After two hours he finally left the store. During these two hours the staff were joking amongst themselves about the situation and just ignored my partner. He phoned head office who maintained that he was not entitled to a full refund as he had not been overcharged, and were very rude to him. He kept asking how he was meant to know what offers were current and the head office cs admitted the leaflet should not have been out but that it was not an overcharge. He got home and is now in bed in a lot of physical pain. I phoned head office twice to primarily complain that customer services should leave someone waiting for such a long time – especially someone with a disability. I commented that their staff needed training to understand that not all disabled people are old or in a wheelchair – they then asked what he was at cs for and I explained (again very calmly). Both hung up on me.

The leaflet is headed ‘Christmas offers’, and is clearly misleading to customers. The attitude of staff in the store and at head office has been a disgrace. I am so angry that they kept him standing there for two hours when he was clearly displaying signs of physical pain. Head office hanging up twice illustrates that this company just don’t care.

The terms and conditions of the leaflet state: ‘Terms and conditions apply – see in store for details. Prices correct at time of going to press but subject to change. Subject to availability in selected stores while stocks last. Some promotions only available in larger stores. Prices stated exclude express and selected metro stores, Republic of Ireland and Isle of Man. You must be aged 18 years or over to purchase alcohol.’

There is no dispute that prices have changed, but what about promotions? With leaflets on display showing this offer the store is misleading the offers available which is a criminal offence. As is giving a false description of the services they provide (i.e. the overcharge policy’. I don’t know how they can get this so wrong and treat customers so badly in the process.

Ste7ieBoy

mrs2fat wrote:

do you mean 40 bottles?

You are indeed correct, 40 bottles, not 20

Woo hoo, more beer! :beer:

mikeywills

BigJohnnyB contact your local trading standards, and provide them with the evidence you have posted on here, and ask what they are prepared to do.

Ste7ieBoy

roystonsback wrote:

dont understand the moet being a r and r as its on offer till jan at £15.94?

No, its back at 20.94. I checked 5 stores today and they all had this at 20.94 again so if you see it at £15.94 fill yer boots!

Ole1973

BigJonnyB wrote:

I am in shock at the treatment that my partner was given this morning at a store near his family. They had leaflets everywhere in the store. One of these clearly shows the 25% off wine and champagne offer, with no expiry date

You and your partner have clearly been treated badly, but I will take that as a separate issue for now, which if you feel strongly about you could complain about through the normal channels.

On the refund front, I am convinced that you are due a refund on those items. Ultimately they are displaying an offer without an expiry date, titled "Christmas Offers" and we are still some 12 days from christmas being over, (24 days if you want to be really technical!) ....

Anyway, although it isn't the most straight forwad r&r, I think you've just encountered a very tough CS and tough Head office members, you could try calling again, there are plenty of mean HO staff and plenty of nice HO staff in that massive call centre, you might have just been unlucky with the two you spoke to, try again by all means.

Ultimately, if you need the champers anyway, and it is all proving too much hassle, then you could always call it a write off, and get more than that back in future r&rs .... if you do get the r&r now, it WILL involve drawing attention to yourself, which is obviously not the best for future r&r potential, although not theend of the world either.

Hope this helps.

mikeywills

If at first you don't succeed at HO, try try and try again. Sooner or later you will get a favourable assistant for your cause.:D

Lets try another one, when you fall off the r&r bicycle pick yourself up, dust yourself down and get straight back on. Remember with some CS's you need a hard hat, those cookies can have some tough nuts.:D

I am not trying to make light of your situation BigJohnnyB, as the attitude you can receive sometimes leaves you thinking you are not at customer services at all, but under interrogation. I think your OH did well to stay there for as long in the face of adversity, but do stick at it with HO if you feel that it is worth it. I would certainly take OLE's advise and complain about the length of time you were kept waiting at CS considering the uncomfortable nature of your OH's condition. Keep this complaint purely factual without referencing the nature of the complaint. You should at the very least be offered some vouchers for your trouble.

orainsear

BigJonnyB wrote:

The store manager would not come and talk to him, a duty manager came after half an hour

BigJonnyB wrote:

My partner was made to wait for another 45 minutes until they would phone head office – who said he was not entitled to a full refund. After two hours he finally left the store. During these two hours the staff were joking amongst themselves about the situation and just ignored my partner.

BigJonnyB wrote:

I commented that their staff needed training to understand that not all disabled people are old or in a wheelchair – they then asked what he was at cs for and I explained (again very calmly). Both hung up on me.

Your partner was induced into buying at the offer price. He then paid more than the offer price and under their own policy of r&r they should offer the full refund and retain - it's pretty clear cut to me.

What has disturbed me most about what you have posted is the attitude towards your partner. The length of time that he had to wait in store is outrageous.

Also if you were hung up on twice I find that particularly disgusting; if profile raising is not an issue I'd be tempted to complain to a disability rights organisation about what has gone on.

Edit: Having looked at the picture again, the fact that on that poster the wine/chapagne is the only offer that doesn't have a big red circle with an expiry date; all the others have now expired; the only reason that Tesco could have to leave that poster up is if the offer is still current and available.