Tesco Overcharge Policy Online

moondragon_2

Hi,

I took delivery of my grocery order this afternoon and found that two of the items were priced incorrectly when compared to the tescos website. One was a lamb joint which the site listed as £5 each and the other were sausages that were listing at £1.59 price dropped from £2.20,

It turns out that the lamb joint was charged at £5 per kilo amounting to £11.20 and the sausages were charged at the £2.20 price point. I called tesco online and they processed a refund for the difference. After speaking with them I looked into the tesco overcharge policy and found information about double the difference where by the overcharge amount is refunded at double the total amount of the overcharge.

I called tescos back and asked them specifically about the double the difference policy and was advised that whilst this would have been done in store, it has never been done online.

My questions are is this true? and if so is this legal to distinguish online and instore shopping as two seperate branches with seperate overcharge policys?

Many thanks for all responses.

pullenuk

Most likely its in the terms and conditions. Usually something applies in-store only.

Chances are its legal, as tesco and tesco online are seperate services. Both have their own terms and conditions.

Storck

The Lamb is on the web site at £5 per kilo, if it is the half shoulder, down from £7.

As for the double the difference it says on the web site that the prices are guide prices only and can change.

Raksha

You also have the option to reject any item you've purchased online which would be their get out. The same thing has happened to me in the past, so I watch them carefully now and reject any item I think I've been over charged for.

jpsartre

moondragon wrote: »

My questions are is this true? and if so is this legal to distinguish online and instore shopping as two seperate branches with seperate overcharge policys?

Why would it be illegal? I'm sure the double-refund policy in-store is a discretionary one.

moondragon_2

jpsartre wrote: »

Why would it be illegal? I'm sure the double-refund policy in-store is a discretionary one.

You're right it is in addition to statutory rights and is highlighted on the in-store boards.

The online groceries purchased are picked from my local store so the products coming to me are the same ones as on the shelves in-store.

I found it a little hard to comprehend at the time that by my being an online shopper I have less rights than I do when I am in store. But que sera.

J.

moondragon_2

pullenuk wrote: »

Most likely its in the terms and conditions. Usually something applies in-store only.

Chances are its legal, as tesco and tesco online are seperate services. Both have their own terms and conditions.

Thanks it must be legal. It's just a little hard to stomach that shopping online from such a major brand name is treated so seperately.

J.

moondragon_2

Raksha wrote: »

You also have the option to reject any item you've purchased online which would be their get out. The same thing has happened to me in the past, so I watch them carefully now and reject any item I think I've been over charged for.

:TMe too I check everything carefully and this is how I noticed that the price listed on the website wasn't correct to what I was charged. Its starting to show dividends because it appears to be a problem with tescos affecting my last two shops with them.

J.

moondragon_2

Storck wrote: »

The Lamb is on the web site at £5 per kilo, if it is the half shoulder, down from £7.

As for the double the difference it says on the web site that the prices are guide prices only and can change.

When I called up customer services she spotted immediately that the website wasn't matching my charges. On the lamb it was an introductory offer (I think) which was listed as £5/each not £5/perkg. The same applied with the sausages.

There are probably alot of people out there who paid blindly and didn't notice such a difference in price.

J.

moondragon_2

Thank you for your replies. Apologies if this was posted in the incorrect section of the forum.

I'm such a noob

J.

geordie_joe

moondragon wrote: »

I found it a little hard to comprehend at the time that by my being an online shopper I have less rights than I do when I am in store. But que sera.

J.

You don't have less rights by being an online shopper, in fact you have more rights.

When you shop in store you have no right to double the difference, Tesco give you that as a gesture of good will, but you have no right to it.