New Tesco overcharge policy

pmduk

Next time use their freepost address to ask for the refund, ensure you copy the letter to your local trading standards. It's strange how rarely these errors are in the customer's favour.

pmduk

LemonGrove wrote: »

Tesco will probably make this look brilliant on paper and to their shareholders etc I'm sure but it's a case where common sense should prevail. It's not as if a company like Tesco will need the £1 so much that you have to go to the original store. :rolleyes:

Every little helps! Tesco and common sense should not be mentioned in the same paragraph

dacouch

pmethven wrote: »

So what happens in the following scenario:
I bought a product marked at £15, and was charged £20. I checked my receipt within Tesco, before leaving the shop and noticed the miss pricing. I went back in to ask for the difference or to refund the entire product as I didn't want it at £20. Tesco refused to refund the difference, or take the product back as it was after 10 pm and their "customer services" desk was closed.
The duty manager then refused to come down and speak to me about concerns that they were in breach of trade description for miss pricing etc. and the till supervisor could only quote "I can't give a refund when the customer services desk is shut"...!???

I have had the same situation with Tescos, I've been trained in dealing with complaints so I remained calm and requested the refund. They kept quoting the customer services desk was shut which I advised them was not my problem, I would not have bought the item at the higher price and was not prepared to come back tommorow. Once they realised I would not accept them fobbing me off they agreed to refund the full amount and I gave them the item back.

The secret in winning most of these types of arguements is not to shout but remain calm. A good trick is to ask them would accept it if they were in the same position, it is vey difficult for them to say yes, as soon as they state they would not accept it your next question is so how can we resolve this matter now.

If your not happy with Tescos the CEO's email is widely available on the internet, you can email him. You will get a letter back from his office within a couple of weeks

Gerrard_8_lfc

I would have politely ask the manager to wait there while while I went to the fish counter and got the biggest whole salmon I could find and slap him with it.

Certainly worth my pound overcharge if I make it out without being jailed :rolleyes:

I despise tesco

suited-aces

pmduk wrote: »

Next time use their freepost address to ask for the refund, ensure you copy the letter to your local trading standards. It's strange how rarely these errors are in the customer's favour.

It's strange how you never hear complaints when it's in customer's favour, eh?

Jakg

pmethven wrote: »

So what happens in the following scenario:
I bought a product marked at £15, and was charged £20. I checked my receipt within Tesco, before leaving the shop and noticed the miss pricing. I went back in to ask for the difference or to refund the entire product as I didn't want it at £20. Tesco refused to refund the difference, or take the product back as it was after 10 pm and their "customer services" desk was closed.
The duty manager then refused to come down and speak to me about concerns that they were in breach of trade description for miss pricing etc. and the till supervisor could only quote "I can't give a refund when the customer services desk is shut"...!???

Nothing happens because they aren't in breach of trade descriptions if they correct the price...

See invitation to treat - they dont have to sell it to you for that price...

suited-aces

Jakg, as far as a I know, that's contract law, a slightly different issue. That means that on an individual case by case basis, they aren't obliged to sell it at that price to a particular person. Trade descriptions comes in if it happens on a larger scale, to the point where it's misleading a large number of customers regularly.

mumOf2wonderfulkids

suited-aces wrote: »

It's strange how you never hear complaints when it's in customer's favour, eh?

i went to my local tesco not long ago to get my daughter a birthday cake, seen a barbie toy that i was planning to get. It was being sold in toys r us etc for 19.99

couldnt see a price on the shelf but i was happy to pay that anyway.
got to the till and it wouldnt scan, the lady asked me how much the ticket said, i told her i didnt know but they are about £20. So she got someone to go back and have a look at the shelf but they still couldnt find a price.
in the meantime i was chatting to the lady serving me about how it was DD's birthday etc, she called the manager over and explained it was for dd's birthday and was there anyway they could find a price.
The manager without even a flinch, was so nice and said oh of course, how is £2.50:eek: i thought she was kidding but she really did put it through for that amount :T

people are very quick to complain when it isnt in our favour (and yes i have had problems with tesco) i just thought i'd mention when it did go in my favour

dacouch

suited-aces wrote: »

It's strange how you never hear complaints when it's in customer's favour, eh?

I suspect a lot don't realise they have been undercharged as they don't take the time to check their receipt so don't realise. I always check my receipt before I leave the store as I find mistakes with tecos item probably every third visit (Sometimes it' not a pricing error but the way the offer is labelled, so for instance I think I can get a hovis and a kingsmill loaf as they are both but 2 for £2 when in Tescos minds you have to buy two of the same brand)

fluffnutter

The OP is specifically about whether it's acceptable to have to go back to the same store to get the refund (the refund itself was not disputed). I can understand the frustration experienced by the OP and I also accept that it seems ridiculous to have to travel 14 miles for a quid or two.

I'm the last person to defend supermarkets (they've destroyed our local communities, don't you know?!) but looking at this from a purely business perspective I would like to offer a few thoughts...

The OP will be inconvenienced, both pratically (time) and ultimately financially (petrol or public transport costs - albeit by a small amount) by having to travel back to the non-local store. I would argue that instigating a policy that involves allowing refunds across stores will also financially inconvenience Tesco, because their stock-taking system will necessarily need to be slightly more complicated to account for monies taken at one branch being refunded at another.

It could of course be argued that this cost to Tesco is worth it. Increased customer satisfaction means more people shop there, which means greater profit, which may well counteract the cost of amending the IT systems. What Tesco probably concluded when deciding on this policy is that the cost of amending the IT system is more than the probable increase in profits due to happier customers being able to get their money back at a different branch. What they would have taken into consideration is that the majority of people shop at the same branch most of the time. Hence for most customers this policy won't be an issue.

Each business has to argue a business value case for any change that will cost them money. Reputation and customer satisfaction are important but sometimes the numbers just don't add up.