Tesco Scan & shop BIG PROBLEM

lenotron

Hi, my apologies in advance, I'm new to this.

I recently went to our local Tesco in Royston to do our normal weekly shop.

Bit new to the scan & shop but we scanned and shopped as we went without any big hitches.

Finished up and went into the till area and scanned the barcode (or rather the guy there did) he then checked our trolley to ensure we hadn't missed anything. All done he then scanned in some tokens my wife had and then everything was loaded from our scanner to the till.

Shocked wasn't the word as our bill came to a whopping £386.63 (our normal shop is between £160 - £180). We paid and I checked the bill for any unseen 42" tv's that had somehow made their way into our trolley, but no, nothing, all looked as it should be and the goods we had scanned appeared to be correct.

So a wee bit flustered off we went.

I found the bill a couple of days later and decided to check it.

Duly laid out a spreadsheet and then checked the figures, we had been overcharged by £145.35! our bill came to £241.28 but the receipt added up to £386.63.

With the discounts being applied, it came down to £222.51 a difference to what we paid of £164.12.

I called Tesco Customer services the next day to be told to go back to the store "who will give you your money back", tried to discuss the seriousness of the issue but they were not interested.

Went into store next day, left a copy of the bill and showed the lady on the desk my receipt and asked for someone to call me.

They duly did about three hours later. I was told that:

1. I was on till 52, the till next to me till 53 had paid and gone but somehow their bill had transferred to mine.
2. Tesco would pay me double the difference and put it onto a gift card for me.

I declined this offer.

Went into store again to discuss with a team leader.
She did not know about the problem and in fact doubted her colleagues story about the till as she had not heard of this happening in the numerous years she had worked there. The tills were still being used.

This time she offered cash for double the difference but nothing else.

I explained that had it been the other way round I would have been looking at a court appearance, which she agreed, and that Tesco had effectively stolen from me and should make proper recompense to make up for their mistake.

She came back with an offer of a bunch of flowers and a Bottle of wine.

I said no to that on the basis that she didn't seem to be seeing how much of an issue it could be for me and everyone else.

Who would check their bill like I did if it was only £3 / 4 over, you assume that costs have risen and write it off.

She then went back to her boss who increased the offer to £40 on a gift card and also explained that they were paying for our food shopping!

Wonderful I said, how are you doing that? By giving you £164.12 she replied. Actually my food bill was £222.51, which I explained to her.

Again she went off to see her boss who confirmed the offer of the £40 gift card.

I left it with her, she did call me and re-affirmed the offer and said I could just go into store and get the card when I wanted.

My apologies for the waffle but needed to be laid out as it happened.

I shop (or shopped) at Tesco a lot, several thousand pounds worth in fact, fuel, groceries, electricals etc.

When I go into a store like Tesco I am trusting that when I pay my bill that they get it right and if it does make a mistake that it easily rectifiable (you can see it on your bill if something is overcharged). However let's say this overcharge was £3/4 would I have picked it up? No. And I wouldn't have the next time either and from discussions with friends I know they that they wouldn't either.

What can be done to ensure that they look at this seriously?

You guys are like me and some of you will have good experience of these things so would appreciate any help you can offer.

For the record we were not looking for Tesco to wipe out our mortgage or pay for a lovely holiday to the Maldives with a fab offer but more like "this is a serious issue" and deal with it accordingly. I don't feel they have done the "right thing" at all.

The tills were still working and even when she found out there was no instruction to get this sorted, the "boss" never appeared and a week had gone by, how many and how much had been taken.

Hope this makes sense.

Pretty sure this is in the wrong bit but wasn't easy trying to find how to post a new thread, can someone advise on how and where to move it to? sorry.

Lou67

I would suggest that you have more money than sense if you didn't 'notice' right away that you had been overcharged by £164! That is double what we spend weekly on shopping for 3 of us!

Also, they offered you double the difference and you're still not happy? What do you EXPECT them to do? Seriously, get a grip.

jacques_chirac

Lou67 wrote: »

I would suggest that you have more money than sense if you didn't 'notice' right away that you had been overcharged by £164! That is double what we spend weekly on shopping for 3 of us!

Also, they offered you double the difference and you're still not happy? What do you EXPECT them to do? Seriously, get a grip.

This a million times over.

Tesco are being more than generous in their offer to you. What exactly do you want them to do?

Tigsteroonie

I wouldn't have left the store with that kind of over-spend ... heck, I don't leave the store if I've been overcharged by a quid!!

Dimey

Personally I think the offer to pay you double the amount they took, was more than fair.

I'm no fan of Tesco. Don't like their attitude. I stopped using them after they lost my photos (in for developing) and didn't compensate me. Then they made an opticians appointment for me but when I arrived, (having taken the afternoon off work for it and driven 50 miles to the store) I found the optician had taken the week off. Turns out they knew that when they made the booking. I asked for my petrol money back. They refused. Out of principle I took them to the small claims court and won.

Haven't shopped with them since and have managed to persuade 4 people to stop using them too. Nothing worse than a woman scorned!

antrobus

lenotron wrote: »

...With the discounts being applied, it came down to £222.51 a difference to what we paid of £164.12.....Tesco would pay me double the difference and put it onto a gift card for me.

I declined this offer.

.....

Your turned down an offer of £328.24? Are you quite mad?

There are people here on MSE who, if they could replicate the problem you experienced, would gladly do so in order to generate that kind of DTD. The ELITE would have a field day.:)

wiseshark

I'm amazed lenotron that you waited 2 days before you checked your bill considering that you knew something was wrong.

Like others have said, I believe that Tesco were quite generous in your case. Personally I choose to shop everywhere including Tesco, Sainsburys, Morrisons, Lidl, M+S, Waitrose and Iceland. I deliberately don't swipe my loyalty cards sometimes which means the next time I visit usually 7 or 8 weeks later they give me a much sweeter money off voucher than those very loyal customers who get the least.

opinions4u

To decline that offer is idiotic.

They've established the error, agreed to refund the overcharge and compensate you with an amount in excess of £160.

What are you expecting to happen beyond this?

_Andy_

Unbelievable. I've seen some strange posts on there before but this is just amazing.

billchecker1

How did you not notice?!

They have identified their mistake and sorted it.

I would be embarrassed writing this post lol
This is not really a story.

dtaylor84

lenotron wrote: »

I found the bill a couple of days later and decided to check it.

Duly laid out a spreadsheet and then checked the figures, we had been overcharged by £145.35! our bill came to £241.28 but the receipt added up to £386.63.

With the discounts being applied, it came down to £222.51 a difference to what we paid of £164.12.

I don't understand how you checked your bill?

Are you saying the items shown on the receipt were correct, but the total was incorrect? Otherwise, how did you work out the correct total?

From their explanation, it would sound as if you'd paid for someone else's shopping, but that wouldn't explain the receipt not adding up.