Problems using vouchers in Tescos

starlit_2

I went to Tescos tonight and went through the self service till. I used two vouchers which scanned fine, and which the assistant allowed.
Just as I was about to put the item in my bag, the assistant came running over and opened up the machine to take the vouchers out.
He said, "You can't use these."
I said that they had been accepted.
"Well I made a mistake", he said in the least apologetic tone that I have ever heard. "You'll have to pay the rest of the money." He took my receipt and item off me and indicated that I should follow him over to the customer service desk.
He explained what had happened, and the customer service assistant agreed that I should pay the voucher amount in cash.
I would have argued the point more, but I had used my clubcard for the transaction, and I don't want to be marked down as a troublemaker.
I paid the amount in cash, and asked what the policy on coupons was. The assistant said that you had to buy the item on the coupon.

Now I realise that accepting coupons for anything is a voluntary policy by Tesco, and we all do well out of it, but it is very bad practice to be so inconsistent about it. I felt that both members of staff dealt with it quite badly, and made me feel that I had done something wrong.
Also, as far as I am aware (and I realise I may be wrong), once payment has been accepted and a receipt issued, the transaction is complete. I don't believe that Tesco have the right to take my receipt and goods off me and insist that I pay by a different method to the one that they have just accepted.
It wasn't a large amount involved, but I was not at all happy with the way that I was treated, and I believe that they acted outside of their rights in confiscating my item and receipt and demanding a different method of payment.
Has anyone else had a similar experience?
Should I complain to Tesco about it?

Tiby

Once you had paid and got your reciept, they had no right to take it off you.Must be some miserable jobsworth SA to have done that. I sometimes feel some Foul SAs decide not to take vouchers caz of their miserable attitudes, but what they did in your case is way out of order.

ramellous1

I had a similar experience today. SA at the self scan saw my coupons before I had finished scanning my shop. Said "can only use them if you have bought the item". I said "since when". Said "thats the policy". "ballcocks" said I. Told him to stick the items and he said to ask the supervisor behind me. Supervisor agreed with me that coupons were ok as long as no more than 50% off shop, MOC, stocked in store and were in date. He scanned all my coupons for me and apologised.

I actually had customer services ring me at home a couple of weeks ago to confirm their policy after I had trouble using them before in store and apologising.

I would have got them to call the manager in your situation otherwise tell them to put the items back and refund me.

lindseykim13

i'd complain and ask for compensation of some kind as you were very embarassed by the situation, lots of customers around etc blah blah blah, i always complain! and ask for compo, normally i get £10 off vouchers etc, worth a try, i they harrass you after buy online :rotfl:

starlit_2

Thanks for the replies.

I rang the store in question to speak to their customer service manager, as that would seem to be the best first step.
Unfortunately, I wasn't very impressed with her.
She said that I was wrong to try and use two coupons. I explained that the policy wasn't clear and that I had in the past been told by other staff that this was fine. "Oh no", she said. "You can use either one coupon or up to 1% of the the total." (I don't know if she actually meant 1% or 10%)
I said that now I knew, that was clear, but I wasn't happy with the way that I was dealt with at the time. "I'll look into that, because that shouldn't have happened", she said. She didn't however take any details about the incident from me, so she didn't sound very convincing.
I said that I thought that once payment had been accepted and I had received a receipt, the transaction was concluded. "We reserve the right not to do that with self service tills", she said. I didn't get the chance to ask at what point goods do become mine.
She didn't seem that interested in what I was saying, and seemed quite keen to get rid of me.

This is the least convenient of seven Tesco branches near me, so I won't bother going there again.
However, I am not happy with the way in which I was dealt with, either at the time or on the phone later. I am not convinced that they do have the right to cancel a transaction and demand alternative payment.
(I would probably have left it, but this was the only item in the size that I need that I have seen in any of the branches near me.)

So, should I complain to someone further up?
Can anyone confirm at what point ownership of goods passes to the customer, and whether the fact that the till was self service (albeit actively monitored by an assistant) makes any difference to this.

TetrisX

I read somewhere either on this board or Paidtoshop that Tesco had sent a note to all managers explaining the policy, which is as ramellous1 posted above.

I may be wrong starlit but I am sure I have read many times before that ownership of goods passes to the customer once payment has been made and not before. It seems clear in this case that payment had been accepted therefore the goods were no longer owned by Tesco.

countingthepennys

Starlit i feel for you how they treated you was appauling you could complain but IMHO i think you are banging your head against a brick wall in my experience and opinion CS in general do not seem to care these days.
Although you could write directly to the HQ

My problem with coupons is that surely the policy should be the same in each store after all they are not independant stores like a corner shop!
Or at least display the policy somewhere in the store and point it out to customers???!!Like the DTD and shoplifters will be prosecuted notices are displayed??!!

Some people have said that in their stores its displayed by the tills at least then you know!!

I personally would vote with my feet and shop elsewhere then they will get the message (if lots of customers who feel unhappy) were to take their custom elsewhere..................at the moment we can do that..........but soon enough when these stores are the only stores and have the monopoly too late then IMHO

vickye_3

I'm not an expert but it was also my opinion that once money had been exchanged, the goods were yours. You could check with Trading Standards but I'm sure that's the case. I mean, if it isnt at that point, when is it? once you've left the shop? once you've eaten the food??!

As for the complaint, I definitely think you should. You should explain that you felt embarassed and that's why you didn't say anything at the time, that the staff members around weren't very helpful and neither was the manager of the store. However, be very polite, and at least request clarity on the rule so that you have it set in stone for next time. I work in customer service and if somebody is polite with their complaint they get so much more than those who are arsy about it. I've also found tesco to be quite good customer service-wise, especially with a bit of niceness added on top.

It's worth a go anyway. I think tesco are such a big company, it doesnt really mean much to them if you say "well i will just go and shop at sainsburys instead" so i think if you experience bad customer service, they should be told about it.

good luck

Discodee

I think half the time these people are jealous. It annoys them that people can save money on their bill. What's it to them? tesco get the money back, a handling charge AND our custom. iceland is miles cheaper than tesco. I'd shop there if tesco didnt accept coupons. Why do these staff think tesco acceopt them? Cos it costs them nothing and has us buying their goods!
Our local tesco have r efused them now, and like Welshy I have had supervisors following me round and then making an excuse to jump on a till as I am about to pay. (I always used to say, you must think I am daft! The checkout girl needs the loo. Right yeah!!)
I dont want to complain to HO, as it bothers me that if people start doing that they may decide accepting vouchers is more trouble than it is worth.

can you not return the item for a refund and buy it at another tesco and try again?
I just try different tescos when I am out and about and often get better luck with them.

starlit_2

I am grateful that Tesco have the policy at all, as it means I can live far more comfortably than I would otherwise.
This is the only time that I have seen this item in this size in any of my local stores, and there was only one on the shelf, so I would have disadvantaged myself not to have bought it.
I accept that I exceeded the coupon limit as described to me by the customer service manager on the phone (and completely perverted it according to the customer service assistnat on the desk who said that coupons could only be used for the item that they were for.) Had they said that there was a limit, that would have been fine.
My problem is with the way that they dealt with me, and, as far as I am aware, exceeded their authority by taking the item and receipt off me.
I appreciate that they don't need my custom, but I would think that someone should know how they behave towards some customers.
To be honest, my indignation will subside soon and I'll forget all about it.

lindseykim13

just email a customer services in gereral not that particulat store and give them the sob story, no stamp needed and they normally offer some sort of compo.