help TESCOS telly mispriced no refund or telly .......

she73

A similar thing happened to me but not on the scale your talking about but a £80 phone.I was told it takes a couple of days to have the money back on the card but it took 4 days.I still dont know why it took 4 days as the money was in my account when they took it so why doesnt it instantly get refunded.

OohSoHolly

Well, what you've been told is absolute b*****s. There's no way the tills in Tesco can associate which card you used with that transaction.

Generally the rule is that the refund has to be given the same way it is recieved, in this case by card.

There is however a problem there seems with Co-op cards in Tesco and refunds. The money quite easily comes off, but doesnt go back on. We've been told at work this is a problem with co-op cards not our tills, but I'm not sure on the specifics of this. However I have witnessed a number of times co-op cards not accepting refunds. But this has nothing to do with "Tesco not recieving the cash".

If one card fails, a refund could have been offered to you on an alternative card?
With regards to the price of the TV, most of the time at our place if the SEL is wrong we'll give it to you at that price if its not already gone through the till. Afterwards it would be a DTD job.

I'd definately ask for one of the above or both if your feeling confident :rotfl:. If that fails, go to Head Office.

marywooyeah

can a board guide move this to the consumer rights forum?

hope it all gets sorted OP, like the poster above says it sounds like an issue with co-op cards and I hope you get DTD too - just think the free money will come in handy for whichever tv you do decide to get!

photome

Shocking service..another reason NOT to shop at Tesco.

BUT OP are you sure the tv was identical to the one with the lower price as your post says "you assumed it was the same"

CountingPennies

marywooyeah wrote: »

can a board guide move this to the consumer rights forum?

I did wonder why it was in the grabbits....lol

I too hope you manage to get it sorted. Never experienced anything like it!

cymru47

Im a little confused, how could you expect them to refund you, when the money hasnt come out of your account?? surely the gripe is with the coop bank not Tesco?

bill_the_bus

bought some tomato sauce at Skegness last week. 600 gm bottle ad been put in wrong place but as the ticket below stated the price and BOGOF they said they had no choice but to honour the offer. As others have stated, i worked in retail for 30 years and have never heard that you cannot receive a refund cause we have not charged you yet lmao. They should have given a refund and the baking system wouls sort it out. Would also be holding out for some kind of compo in lieu of time and costs incurred by you.

thelurch

Theres 2 issues here,

firstly they should never have allowed you to walk out with a receipt for a TV, without the TV. Im glad you got them to sign the receipt to say you didnt take the TV.

It sounds like you should have been entitled to DTD on the TV, on such a high priced item they will enevitably try every trick to wriggle out of the policy printed on the blue board behind them, but its no excuse.

The key here is to get one of the the staff to use the word "overcharged", once they have said that, then you can use it against them to the Duty Manager by then referring to the blue board behind them, saying that tha SA said "overcharged" and thats what it says on that blue board which you say you ended up reading because of the endless wait for the issue to be sorted.

There are no caveats on that price promise about out of date price labels, staff errors but they will use any excuse to put you off.
Sometimes they will not give in, but then its down to contacting Head Office for help, and they can be a bit hit and miss especially if the label is dated with a "finished" offer (personally If I get this excuse I always state that as tesco extend so many offers and the labels often dont get changed, then how can the customer know if an offer is out of date or extended?)

With regard to the card payments and refunds, it does sound like you were fed total cow poo.

Back in the days before DTD replaced Refund and Retain (R&R) policy, I would buy something on a card, realise i had been overcharged and get the refund straight onto my card.
If the payment and refund are done same day, 99% of the time when I looked on my bank statement, the refund would go in the account before the debit went out.

They always ask for the card you paid with, but sometimes my wife will return something I have bought and the refund goes on her card and not mine.

But recently I had to return a £70 item ( nothing to do with DTD ) and they processed the refund, and I got the little slip saying refund on it. Normally this appears next day on your statement but nothing appeared, 7 days past and still nothing, I called head office and they told me to go back into store and they would look into it so at day 10 I went in and they took my refund slip to the cash office to try and look it up. They couldnt find it as apparently they can only look back at up to 9 days of transactions.
I also took in a printout of my bank statement from initial debit to that day to show that no refund had been issued.

It took phonecalls from their Cardiff card payment department to me to confirm on their part that they could then see that indeed for some reason the refund hadnt been processed back to my card.
Thanks goodness I still had the little refund slip they gave me at the time!
They told me to go back in store and speak to the DM who would re issue the refund. This I did and low and behold the next day the refund appeared in my account!

But the twist was that, about a week after this, another £70 refund appeared in my account! I went back into store to explain but the lady who dealt with the issue was not available, they took a message for her to call me about it, heard nothing and went back in 5 days later and still not available, left message again and heard nothing so gave up trying!

The lesson there is, if you do receive a refund, make sure you keep hold of the refund receipt until that money appears in your account, because it can go missing!

Good luck with the TV.

thelurch

cymru47 wrote: »

Im a little confused, how could you expect them to refund you, when the money hasnt come out of your account?? surely the gripe is with the coop bank not Tesco?

surely the debit would still go to Coop bank, and would already be processing so the money would arrive in tescos account soon.

Its not the OP's problem how quick payment is processed once they have put their pin number in.

A refund should be issued at the time, even if its on to a diffenrent card, Ive never heard of having to wait until the money has physically changed hands before issuing a refund!

Or indeed sending the customer out of the store with a receipt for a TV they have paid for, but without the TV!

7roland8

Sounds wuite disgusting - especially as purchaser not too well etc.
Appauling customer service - what if you couldn't get back to store the next day - are you supposed to just lose your money?
Definitely write a very strong letter to head office.