Tesco misprice discussion area part 15

alias7

BigJonnyB wrote:

Hey guys,

REALLY unhappy with TesCON now – went in to do my weekly shopping and picked up a Sony Ericsson W810i mobile, which said it would be £147.xx. Spent over £40 on groceries, the discount came off but I was charged £149.xx. Customer services would only offer the £2 difference. A duty manager would not honour the refund policy, and for some reason kept on saying that he would withdraw the phone from sale and that he wouldn’t give it to me for free. This led to a lengthy discussion but they would not back down. I called head office who were adamant that the refund policy is at the manager’s discretion. I asked where that was stated, but was told that they didn’t need to. I was then escalated to a manager, who repeated this but told me to go in and speak to the store manager. I tried to do so, but only a duty manager would talk to me. He would not tell me why he would not adhere to their policy, and that it was their ‘right’ not to honour the policy etc. I told them that I would be contacting trading standards, and was told not to ‘threaten’ them and to leave the store!! I called head office again, and was promised that the store would call me within 10 minutes. Surprise, they did not and now head office is closed. The bit that gets me the most is the attitude of the duty managers, but also just how adamant head office were that it is at the store manager’s discretion and that this does not need to be stated anywhere.
Looks like a letter to Sir T, but am really disgusted now in how these stores are operating, and that head office are supporting them. Has anyone ever got to the stage of submitting a small claims court application against Tesco? I am so angry now…:mad:
JB

Read my earlier experience with the W810i.

I'm almost certain that while I and a CS rep were on our way upstairs to electricals for me to show her the SEL, a phone call was made and the sticker was removed by one of their staff.

spa2k

BigJonnyB wrote:

Hey guys,

REALLY unhappy with TesCON now – went in to do my weekly shopping and picked up a Sony Ericsson W810i mobile, which said it would be £147.xx. Spent over £40 on groceries, the discount came off but I was charged £149.xx. Customer services would only offer the £2 difference. A duty manager would not honour the refund policy, and for some reason kept on saying that he would withdraw the phone from sale and that he wouldn’t give it to me for free. This led to a lengthy discussion but they would not back down. I called head office who were adamant that the refund policy is at the manager’s discretion. I asked where that was stated, but was told that they didn’t need to. I was then escalated to a manager, who repeated this but told me to go in and speak to the store manager. I tried to do so, but only a duty manager would talk to me. He would not tell me why he would not adhere to their policy, and that it was their ‘right’ not to honour the policy etc. I told them that I would be contacting trading standards, and was told not to ‘threaten’ them and to leave the store!! I called head office again, and was promised that the store would call me within 10 minutes. Surprise, they did not and now head office is closed. The bit that gets me the most is the attitude of the duty managers, but also just how adamant head office were that it is at the store manager’s discretion and that this does not need to be stated anywhere.
Looks like a letter to Sir T, but am really disgusted now in how these stores are operating, and that head office are supporting them. Has anyone ever got to the stage of submitting a small claims court application against Tesco? I am so angry now…:mad:
JB

1 question....had you already paid for the phone?

BigJonnyB

alias7 wrote:

Read my earlier experience with the W810i.

I'm almost certain that while I and a CS rep were on our way upstairs to electricals for me to show her the SEL, a phone call was made and the sticker was removed by one of their staff.

The thing is they didn't deny I had been overcharged - they removed the SEL (in front of me), and kept trying to get me to take the £2 difference...but refused a full refund because 'they can do at their discretion'. In both cases though it hardly seems that customer service has been very high on their list!
JB

BigJonnyB

spa2k wrote:

1 question....had you already paid for the phone?

I had gone through the till as normal with all my shopping and then noticed on the reciept that I had been overcharged, and went to cs and showed them where the wrong label was...
JB

spa2k

BigJonnyB wrote:

I had gone through the till as normal with all my shopping and then noticed on the reciept that I had been overcharged, and went to cs and showed them where the wrong label was...
JB

ok, the reason i ask is that if you hadnt the phone could have been withdrawn from sale for 24 hours and in the meantime the price could have been corrected.

For what its worth I do think that the duty manager is wrong, an overcharge is an overcharge and the policy should be honoured if the store is wrong.

Although it may seem it on here bad customer service is not endemic across every tesco store and not all duty managers are as stubborn.....

Touche

BigJonnyB wrote:

Hey guys,

REALLY unhappy with TesCON now – went in to do my weekly shopping and picked up a Sony Ericsson W810i mobile, which said it would be £147.xx. Spent over £40 on groceries, the discount came off but I was charged £149.xx. Customer services would only offer the £2 difference. A duty manager would not honour the refund policy, and for some reason kept on saying that he would withdraw the phone from sale and that he wouldn’t give it to me for free. This led to a lengthy discussion but they would not back down. I called head office who were adamant that the refund policy is at the manager’s discretion. I asked where that was stated, but was told that they didn’t need to. I was then escalated to a manager, who repeated this but told me to go in and speak to the store manager. I tried to do so, but only a duty manager would talk to me. He would not tell me why he would not adhere to their policy, and that it was their ‘right’ not to honour the policy etc. I told them that I would be contacting trading standards, and was told not to ‘threaten’ them and to leave the store!! I called head office again, and was promised that the store would call me within 10 minutes. Surprise, they did not and now head office is closed. The bit that gets me the most is the attitude of the duty managers, but also just how adamant head office were that it is at the store manager’s discretion and that this does not need to be stated anywhere.
Looks like a letter to Sir T, but am really disgusted now in how these stores are operating, and that head office are supporting them. Has anyone ever got to the stage of submitting a small claims court application against Tesco? I am so angry now…:mad:
JB

You should try getting hold of the manager's name (not the duty manager), calling the store and asking to speak to the manager. Don't reveal what it's about until you have him on the phone. Get him to look into what happened and an explanation as to why their policy was not honoured.

This has worked for me in the past. I also recieved 3 apologies for the duty manager's behavior...

Ste7ieBoy

I'll be after an SE 810i phone tomorrow when I do my rounds (too busy today)

Am I right in thinking the only way to get this phone is to find the £20 discount SEL which states the incorrect saving? i.e. £147.9x instead of £149.9x after discount.

BigJonnyB

Thats right - the label actually makes no reference to a £20 discount, it says something like:

Sony Ericsson W810i £169.99 or £147.9x when you spend £40 instore...

JB

MyUserNamesTaken

spa2k wrote:

ok, the reason i ask is that if you hadnt the phone could have been withdrawn from sale for 24 hours and in the meantime the price could have been corrected.

For what its worth I do think that the duty manager is wrong, an overcharge is an overcharge and the policy should be honoured if the store is wrong.

Although it may seem it on here bad customer service is not endemic across every tesco store and not all duty managers are as stubborn.....

It's not just the store that's the issue, though, Spa. Why would Dundee say that the policy is at the store's discretion, when it isn't? Why, when passed to a manager at Dundee, was the same line repeated? See? Dundee is equally to blame for this, as they know full well that the policy is national and not at the individual store's discretion. In all honesty, I find the attitude of the staff (both in Dundee and the store in question) who dealt with the issue to be totally inappropriate and downright disgusting.

Rhetorical questions above, by the way. I know you can't possibly speak for Dundee.

A_little_stressed!!

Its a bit quiet here 2 nite, every1 watchin Xfactor?