Can 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*)
Quote:
* " 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:
Quote:

"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:
Quote:
" 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:
Quote:
" 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:
Quote:
“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:
Quote:
“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

mousegreatest388

I normally find the more you complain and continue to complain, the more money they throw at you, to make you go away.

I am not sure they really care with on-line complaints.

Best method is to threaten trading standards and the compensations grows even more.

sco0ter

A lot of stores have policies like that... Pc world also have policies as do argos that means the online price can (and usually is) different from instore price. Argos state that if you are picking up instore then you will pay the price INSTORE on the day of collection and not necesarily the price you reserved it at. PC world (Currys) also state that online prices might not be available instore and it is really down to the manager although I have never had a problem getting a "WEB EXCLUSIVE" price matched instore.

As for the refunds policy.. It could differ. The internet and instore have a whole different set of buying rules and you are protected in different ways. Because the internet will never fully match the store in terms of correct prices then they will put in certain clauses to stop them being ripped off in the refunds department.. Last christmas Woolworths had a misprice on a LCD tv that would have cost them millions if they had to sell it for what they advertised it for. Imagine if this was tesco and you managed to get £1200 lcd for £200 but when it came you were charged the full amount.. That means they would have to give you the TV and £2000 .. That is why they give themselves 2 policies.. for thier protection.