Tesco misprice discussion area part 15

TescoEmployee

MyUserNamesTaken wrote:

It's not for the stores to adapt and interpret the policy. It's a nationally advertised, nationwide company policy. It doesn't matter if the person claiming the refund knew beforehand that they were going to be overcharged. The policy clearly states that Tesco will refund all the money and the customer will get to keep the item if the customer is charged more than the shelf price or price on the item. It does not state that the policy does not apply if the customer has already had over a certain number of refunds, or knew beforehand that they were going to be overcharged.

I agree its not for stores to adapt the policy - If a customer is overcharged then the policy should apply, I was just pointing out after working at several stores that this is what can happen.

orainsear

spa2k wrote:

a well known cable company....

Hmmm I was with a well known cable company many moons ago. Never again.

TescoEmployee

ginjim wrote:

sorry but you are combatting from the wrong angle

you have promotions and sels giving wrong price indications
this price indication is an invitation to treat
surely wouldnt it be best in combatting the employees to rid the store of wrong selling price labels
wouldnt it be easier to take a few posters down than treat customers like criminals

I agree the company should invest in PI to get the correct SELs/POS/Poster's etc, displayed.

ginjim

TescoEmployee wrote:

I agree the company should invest in PI to get the correct SELs/POS/Poster's etc, displayed.

or a PI to find out who the r+r's are?
wouldnt surprise me

PabloMonkey77

MyUserNamesTaken wrote:

It's not for the stores to adapt and interpret the policy. It's a nationally advertised, nationwide company policy. It doesn't matter if the person claiming the refund knew beforehand that they were going to be overcharged. The policy clearly states that Tesco will refund all the money and the customer will get to keep the item if the customer is charged more than the shelf price or price on the item. It does not state that the policy does not apply if the customer has already had over a certain number of refunds, or knew beforehand that they were going to be overcharged.

:T ... CSA's should be there to serve T's law, not to take it into their own hands ... Met 2 very nice CSAs this evening. Not a suspicious glance or a 'here's the difference' to be found! Very rare these days ....

mafia_boy

TescoEmployee wrote:

Iv just finished reading about the incident and obviously from what has been written its rather a shocking account of events from start to finish. But (without getting attacked please as this is only MY point of view) can i just say that this is only one side of the story and whilst from the poster on display (which could have been taken weeks ago) is stating an expired promotion unless i was actually there i could not really comment on it - Of course if the poster was/still is on display then the company policy should apply.

This is now a situation that stores are in - We are aware that people are abusing the policy (and by no means am i saying BigJohnnyB was on this occassion) and unfortunatley for the customer some stores that have been hit hard by serial r+r'ers are now adapting the policy to try and combat this. This by no means is correct but again after not being involved in the situation or having any of the details other than those posted i cannot/ will not comment further.

Agreed that there are always two sides but judging by the indignation and having been treated like a criminal by CS myself for an r&r (at the time I had no knowledge of this site and was innocently over charged. Since the incident I now have no regard for Tesco and If I can get something worthwhile free I will!) I am inclined to believe what has been posted.

As for stores adjusting there policy due to serial r&r-ers this is not acceptable. Tesco need to either remove the policy or honour it unconditionally. Treating customers poorly in case they are abusing the system is unacceptable. It is a Tesco policy, it is not forced upon them therefore they have no reason to complain. If they feel its a real problem remove the policy, but dont keep it as proof that you care about you customers then persecute those you use it. Ultimately someone will go to the tabloids then Tesco will not only be forced to keep the policy but they will be forced to honour every r&r without exception for fear of more bad publicity. Tesco need to make the decision now before it is forced upon them.

laurz121

TescoEmployee do you mind if I ask you a few questions?

1/. When price changes are made on the database, do stores recieve communication to let them know?
I work for a large high street store and we get a list of all price changes so that we know to change labels at the right time rather than relying on reading about them sometimes upto a week later on the internet.

2/. Do you/your store use an instore location system? By that I mean if I came to your store with a barcode and asked where I would find that product would you be able to bring up some kind of database to tell me where I will find it? And I don't just mean 'aisle 11', I mean specifically, 'aisle 11, 3rd bay down the left hand side' for example? If you do could you describe it please?

3/. Do you have any system that can tell you where SEL's/posters etc are in your store?

MyUserNamesTaken

TescoEmployee wrote:

I agree its not for stores to adapt the policy - If a customer is overcharged then the policy should apply, I was just pointing out after working at several stores that this is what can happen.

I still think your time (and Tesco's) would be better spent focusing on the real issues behind R&R - incorrect pricing, rather than focusing on customers who choose to take advantage of the policy. Remember, only Tesco is actually commiting a criminal offence, not the customer.

plastic_screw

had a result tonight. digilogic 14" tv loads of £49.9x pos, SELs everywhere, but right under the unboxed display tv SEL £44.97. thankyou mr T, one tv better off. r&r no issues, ever so polite CS.

gaymers cider, 3.87, 3 for £4. bought 6, no discount came off. CS agreed, however said would refund all, and resell me 3 for £4 so 24 bottles for £4, £20 saving. tried to point out that all 6 were overpriced, they said computer only allows to refund 3. strange when i had 8 crates of export in one go the other week. couldnt be bothered to argue over £4, so agreed and walked out laughing. £68.00+ r&r with a smile.

However, they have put a bulk buying policy of 3 over the CS desk. its handwritten, and didnt challenge me when i put several multibuys through the tills. therefore a call to HO is in order to get the sign removed!!!

thanks to OP for the gaymers. whoever it was at HO who thought this offer up wants to rethink their maths as its an in date SEL (01/07 exp).

spa2k

laurz121 wrote:

TescoEmployee do you mind if I ask you a few questions?

I am not TescoEmployee, more a Tesco Employee but i will try to help.

laurz121 wrote:

1/. When price changes are made on the database, do stores recieve communication to let them know?
I work for a large high street store and we get a list of all price changes so that we know to change labels at the right time rather than relying on reading about them sometimes upto a week later on the internet.

Stores get communication in the form of new price tickets to be displayed.

laurz121 wrote:

2/. Do you/your store use an instore location system? By that I mean if I came to your store with a barcode and asked where I would find that product would you be able to bring up some kind of database to tell me where I will find it? And I don't just mean 'aisle 11', I mean specifically, 'aisle 11, 3rd bay down the left hand side' for example? If you do could you describe it please?

Yes we do have an instore location system but it is only accessible to those with a PDA.....you have kind of described it yourself.

laurz121 wrote:

3/. Do you have any system that can tell you where SEL's/posters etc are in your store?

Sort of, but it is not computerised.