Tesco overcharged me...

Sponge

I emailed them again and raised the points mentioned here, this was their reply:

With reference to the boards you refer to in store, the boards will be referring to an in store promotion. As this is an in store promotion I am not aware of the terms and conditions of this promotion or what this promotion is referring to. As this is an in store promotion, this unfortunately does not apply with Tesco Mobile.

So it seems 'Double the Difference' is not Tesco policy, but a local in-store promotion.

They went on to offer a £10 refund, matching my original top up request. Had their error caused my account to be overdrawn and incur charges I would probably pursue the matter further, but it didn't. So I'll probably call it a day here.

mchuckyegg

HELP PLEASE - Do tesco have two policies? Online and in store???
I recently purchased my shopping online and was sent an automated receipt stating the prices paid - It stated uncle bens long grain rice 500g £1.12 but on the actual receipt recieved on the day it stated a price of £1.28

I emailed Tesco and received a 'bog standard' reply (see below*). I emailed them again to say it does not relate to a weighed item but to a prepacked item. Again I receive the same email below. I re-email them and receive the reply:

"I would like to apologise again for any difficulty you may have encountered with your order.

I have now refunded £0.16 back into your account for the following items. This should appear within the next few days.

QTY Description
1 UNCLE BENS LONG GRAIN RICE 500G

Thank you again for contacting us, and I look forward to your continued custom with us."

I emailed them to say that I thought when you were overcharged you received a credit and the product for free (I wasn't aware of the new policy then).

They replied:

" We have recently amended this when it comes to an overcharge, and the new policy is:

In the unlikely event that we charge you more than the price shown on the shelf or on the product, we?ll give you double the difference.

I hope this information will be of some help. Thank you for taking the time to contact us. "

Ok, I thought so I should receive double the difference and not just the difference - hence I email them to ask that they do this and not just refund the differnce as previously promised.
But then I got this reply:

" Thank you for your reply.

I'm very sorry, our refund policy applies in our stores for the overcharge, but anything purchsed online, then the refund is just the difference, and not double. "

I of course have emailed them to ask for the link to where it states this online and have yet to receive a reply.

Does anyone know if this is true????

* " I'm sorry you're unhappy with the amount showing on your order confirmation email. Please let me explain why it was different from what you expected.

When you placed your order the amount you were given, as the total cost of your shopping, was a guide price only. There are a few reasons why your original online total may be different from the amount charged by your delivery store.

We can only give an estimated price on our website for loose fruit and vegetables and for fresh meats and cheeses that are individually weighed and priced. The correct prices for these items can only be charged when they are picked and scanned on the day of your delivery.

Any items you ordered that where not available on the day of delivery, or were substituted, will also affect your final total.

Although we try hard to maintain our website so that our prices online match the prices in-store, there can be daily price changes, so we can't always guarantee they'll be exactly the same.

We deduct any valid special offers and multi-savers before we charge your payment card and your delivery documents will always show the price charged for each item and your final total cost.

I'm sorry you were disappointed on this occasion. Thank you for taking the time to ask us about this. "

Baby_J_2

mchuckyegg wrote: »

HELP PLEASE - Do tesco have two policies? Online and in store???
I recently purchased my shopping online and was sent an automated receipt stating the prices paid - It stated uncle bens long grain rice 500g £1.12 but on the actual receipt recieved on the day it stated a price of £1.28

I emailed Tesco and received a 'bog standard' reply (see below*). I emailed them again to say it does not relate to a weighed item but to a prepacked item. Again I receive the same email below. I re-email them and receive the reply:

"I would like to apologise again for any difficulty you may have encountered with your order.

I have now refunded £0.16 back into your account for the following items. This should appear within the next few days.

QTY Description
1 UNCLE BENS LONG GRAIN RICE 500G

Thank you again for contacting us, and I look forward to your continued custom with us."

I emailed them to say that I thought when you were overcharged you received a credit and the product for free (I wasn't aware of the new policy then).

They replied:

" We have recently amended this when it comes to an overcharge, and the new policy is:

In the unlikely event that we charge you more than the price shown on the shelf or on the product, we?ll give you double the difference.

I hope this information will be of some help. Thank you for taking the time to contact us. "

Ok, I thought so I should receive double the difference and not just the difference - hence I email them to ask that they do this and not just refund the differnce as previously promised.
But then I got this reply:

" Thank you for your reply.

I'm very sorry, our refund policy applies in our stores for the overcharge, but anything purchsed online, then the refund is just the difference, and not double. "

I of course have emailed them to ask for the link to where it states this online and have yet to receive a reply.

Does anyone know if this is true????

* " I'm sorry you're unhappy with the amount showing on your order confirmation email. Please let me explain why it was different from what you expected.

When you placed your order the amount you were given, as the total cost of your shopping, was a guide price only. There are a few reasons why your original online total may be different from the amount charged by your delivery store.

We can only give an estimated price on our website for loose fruit and vegetables and for fresh meats and cheeses that are individually weighed and priced. The correct prices for these items can only be charged when they are picked and scanned on the day of your delivery.

Any items you ordered that where not available on the day of delivery, or were substituted, will also affect your final total.

Although we try hard to maintain our website so that our prices online match the prices in-store, there can be daily price changes, so we can't always guarantee they'll be exactly the same.

We deduct any valid special offers and multi-savers before we charge your payment card and your delivery documents will always show the price charged for each item and your final total cost.

I'm sorry you were disappointed on this occasion. Thank you for taking the time to ask us about this. "

It isn't worth it for 32p.....best to let it go.

mchuckyegg

True... Menial it seems I know but I have had variety of problems with my online shopping in the past few weeks (this is just one of them) and with being heavily pregnant I have no choice but continue to use the online delivery service.
Also why should Tesco be allowed to get away with whatever it feels and it wants. If they take my money and that of many others - huge profits prevail for them and if no-one says or does anything - who does that benefit - yes tesco and not the customer.

mchuckyegg

The question is - Do tesco have two policies? Online and in store? Where can I find the online policy for refunds? What are my rights in relation to this and future transactions....
Thanks

kickstart_3

I had a big arguement with customer services 2 weeks ago. I ordered 2 items from a whole page displaying the product @ £1.78 each , when my order arrived the 2 items were on my list as 2 for£4 , so i rang customer services and was told , as you seem to be having a lot of problems i will contact your store. I asked her if she had checked the FULL PAGE display and she said 'no' . I am still waiting for a refund now!