New Tesco overcharge policy

custardy

j4smine wrote: »

I find this totally ridiculous. I did some shopping at holland park ave tesco before they closed the shop at 11pm yesterday. I checked my receipt only after i went back to the hotel as i was havings bags from afternoon shopping.

It was then i realized the cashier had overcharged me by 3 items. I bought only 6 fridge raiders aka chicken bites, but the cashier charged me 6 fridge raiders @ 1.24, 2 chicken bites @ 1.24 and another fridge raiders @ 1.24 separately! but i only bought 6!

I counted my total items as i thought maybe i counted wrongly, i only had took and had 14 items whereas the receipt state 17 items! which was excess of 3 items. I then add up the amount again and its correct then the cashier overcharged me by 3 items! i mean how can this happen??

Seriously i am due to depart for my home country in 5 hours, i am too tired to walk 20 mins to and fro just to get my 3 plus pounds back! but the point is i feel seriously shortchanged! I hate tesco really!

its a new taxation on buying processed crap

masterlumps

fluffnutter wrote: »

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.

all the reasons in the world aside to be fair to Tesco they dont know where the OP lives, so saying they are unreasonable to expect the OP to travel x amount of miles for a refund of a quid or 2 is a bit unfair on tesco. if the policy has changed that you have to go back to the store of purchase then it makes no odds whether you live next door or 50 miles from said store, its not really tesco's responsibility

wik

Last week i bought the Dear John dvd.. on shelf it said £12.97 and at the till I was charged £13.97!!! I went to the customer services.. got £2 back - seems they double the difference.. but didnt get a sorry from the lady...

I wonder how many people dont check recipts and Tesco get away with it.... I probably wouldnt have noticed if my DD hadnt rung me just as I left the store, and I popped back in and got it, so it was only item on reciept

Louisdf

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"...!???

Well obviously, if the cashier took £5 out of the till, the till would be down. So the cashier would be accused of stealing.

judepee100

Just had to share my good fortune...didn't even know about the double the difference policy till about 20 minutes ago. I'd bought some groceries and a Ben 10 set from my local Tesco store. When the cashier said the total it seemed high so I asked her if she was sure it was correct. She said yes, so I paid (massive queues!) and thought I'd check it on the way out. Lo and behold I'd been charged £19.97 twice for the toy. Nearly fell over when the nice lady at customer services told me I would be refunded £39.94. Free shopping...result!

The duty manager went stomping off to the till so hopefully the cashier didn't get the elbow :O

A lesson in checking your receipt there peeps

Blue___Nile

Thought you might like to know my experience today.

On 8 January 2011 I bought some ice cream which was £3.39 each or 2 for £5. Once home I realised they hadn't applied the saving of £1.78.

I called into Customer Services today (at the store where I bought the ice cream) with my receipt and was told that the offer had finished and no longer showing on their system and therefore no refund could be given for the overpayment!

So another lesson in checking your receipts before you leave the store.

I am going to send an email to Tesco but don't hold out much hope.

PhylPho

I was always told that the test of "reasonableness" applied to policies such as this. The question here would be: is it "reasonable" to expect a shopper to always check her / his receipt whilst still on a supermarket's premises?

Oh, right, you're struggling with small children and a packed trolley and a receipt that's so lengthy and densely printed that yes, you should stand around trying to add up in your head all the stuff that's just been purchased. . .

Nope. That isn't "reasonable" to me. I don't know what kind of shopping the paragons of virtue on here do with their comments about 'you should always check your receipt'. But perhaps they're the no-more-than-10-items basket cases. . ?

Jojo_the_Tightfisted

I always check my receipts, but it is sometimes hard when you have bought around 100 items and you're trying to work out what BKDMPT SM is whilst trying to not get flattened by the rush for the second till at the fag counter that's opening up just as you are trying to exit the store.

Snakeeyes21

Blue___Nile wrote: »

Thought you might like to know my experience today.

On 8 January 2011 I bought some ice cream which was £3.39 each or 2 for £5. Once home I realised they hadn't applied the saving of £1.78.

I called into Customer Services today (at the store where I bought the ice cream) with my receipt and was told that the offer had finished and no longer showing on their system and therefore no refund could be given for the overpayment!

So another lesson in checking your receipts before you leave the store.

I am going to send an email to Tesco but don't hold out much hope.

I think the lesson is not to sit around on your !!!! for 2 weeks before you trundle off to tesco for a £1.78 refund.

As they say, you snooze you lose

Blue___Nile

Snakeeyes21 wrote: »

I think the lesson is not to sit around on your !!!! for 2 weeks before you trundle off to tesco for a £1.78 refund.

As they say, you snooze you lose

LOL..I realise that but I tend to go shopping fortnightly so this was the first time I could visit the store. Unfortunately I cannot afford to make a special trip just to query a £1.78 overpayment.

In any event they have a sign up saying you have 2 weeks to add points to your clubcard if you have forgotten to use it when paying for goods so I thought that might apply to the overpayment.

Whilst it is only £1.78 if you think about it that amount multiplied by say only 10% of shoppers that frequent Tescos is an amazing profit for Tesco!

Plus remember the adage, look after the pennies and the pounds will look after themselves. Especially these days :j:j