Do tesco have two policies? Online and in store???

mchuckyegg

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'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. "

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.
Does anyone know if this is true????

I have received a reply from tesco:

“Thank you for your email.

Unfortunately, there is no direct link to our Refund Policy
Please find below details of our Refund Policy which is displayed prominently in all our stores.
We're happy to offer an exchange or a refund on any item, as long as it's returned within 28 days, with the receipt. The item also has to be in exactly the same condition (with all parts, packaging, tags however these do not have to be attached, etc) as it was when it was sold.
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. “

That afternoon by the same person:

“I have been advised that the instore Refund policy is not applicable to purchases online. My colleague therefore followed the correct procedure when she only refunded the price difference.”

CONFUSED??? I AM!!!!
The question is –
CAN tesco have two policies?
Online and in store?
Why is there then no onlinepolicy for customers to view for refunds?
What are my rights in relation to this and future transactions....
Thanks

Nile

Hello mchuckyegg

I'll move your thread to 'The (Consumer) Vent' board.

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

Regards

Nile

Blacksheep1979

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.

Unfortunately online their is no shelf and you don't get to see the product ~ so they are kinda right in their interpretation.

advent1122

Seems a lot of effort for a few pence.

mchuckyegg

true but online and in their confirmation email they statedone price and then charge me another when it gets delivered?
and why say it is the difference, then double, then the difference, then we owe you a refund, then no it is the difference ....
does anyone at tesco online know what they are doing???????????

mchuckyegg

Pennies make pounds and as we are all aware this happens everyday regularly and why do tesco have huge profits??????????
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.
and at the end of the day it is MY money...

jackieb

So, they say there is no link to their refund policy online. They say you can see it instore. Does it say instore that you get refunded the difference if you shop online, but twice the amount instore?

I know it's only pence but that's not the point.

mchuckyegg

Hey jackieb, (thanks)
You are not wrong - pence now what later (esp with tesco)
They say there is no link to an online refund policy.
But they say instore you can have double the difference for an overcharge.
Doesn't mention online in any store.
Online - they say you can hand an item back to the driver (but give me a minute only realised after he had gone)....

mchuckyegg

To add to my pregnant gripes:

last three deliveries from tesco online:

first phoned and said I am the bottom of the road at 1.00pm (due at 5pm) can I deliver? yes ....

Next turns up 1 hour before the slot agreed (no phone call - he must be psychic - how did he know i was in?)

Next turns up 1 hour and half before the slot agreed (no phone call - further use of psychoc powers)

Should I have said each time - can I have my delivery difference charge back as they charge more for my delivery time as it is peak....
and less when they actually deliver it...

littlejaffa

mchuckyegg wrote: »

Should I have said each time - can I have my delivery difference charge back as they charge more for my delivery time as it is peak....and less when they actually deliver it...

110% yes!

more to the point are you making good use of codes that mean you don't need to pay for postage anyways?