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tesco wont honour pricing error - what do you think?
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secret_gem_2
Posts: 28 Forumite
I placed my first online order with Tesco on Monday and had it delivered the next day. I ordered Nivea sun spray that was on offer - buy one get one free, priced at £5.00, which sounded a good deal. I have email confirmation of my order with the items priced at £5.00 each (discounts are applied at time of delivery they say).
When my order arrived - sure enough they applied the buy one get one free offer, but the price of each sun spray had increased to £10.98 on my receipt. So I have paid £10.98 for two sun sprays which I don't think is a good offer.
I telephoned their helpline - which wasn't very helpful - he told me to send an email. I attached the original order confirmation as proof of the original price. I received this reply the next day:
"Thank you for your email.
I am sorry for any confusion caused by our 'Buy one get one free' offer and your confirmation email.
I can confirm the Nivea products you have purchased are priced at £10.98 each.
Unfortunately we are unable to honour you a refund for this. However you can return the products with the driver of your next delivery for a full refund.
Thank you for your time.
If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk .....":mad: :mad: :mad:
I am really annoyed by this email because it implies that I'm just a stupid customer who doesn't understand their website and I am confused!!
Unfortunately I don't want to use their online service again so I wont be returning the products with the driver. They dont mention returning them instore - but one item arrived with no lid so they probablly wont accept the return instore anyway.
Their email doesn't even accept they made a mistake on their website (the price of the items have now been changed to £10.98 and bogof still applies).
Do you think they should honour their original price? I find their customer services department to be very unhelpful.
When my order arrived - sure enough they applied the buy one get one free offer, but the price of each sun spray had increased to £10.98 on my receipt. So I have paid £10.98 for two sun sprays which I don't think is a good offer.
I telephoned their helpline - which wasn't very helpful - he told me to send an email. I attached the original order confirmation as proof of the original price. I received this reply the next day:
"Thank you for your email.
I am sorry for any confusion caused by our 'Buy one get one free' offer and your confirmation email.
I can confirm the Nivea products you have purchased are priced at £10.98 each.
Unfortunately we are unable to honour you a refund for this. However you can return the products with the driver of your next delivery for a full refund.
Thank you for your time.
If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk .....":mad: :mad: :mad:
I am really annoyed by this email because it implies that I'm just a stupid customer who doesn't understand their website and I am confused!!
Unfortunately I don't want to use their online service again so I wont be returning the products with the driver. They dont mention returning them instore - but one item arrived with no lid so they probablly wont accept the return instore anyway.
Their email doesn't even accept they made a mistake on their website (the price of the items have now been changed to £10.98 and bogof still applies).
Do you think they should honour their original price? I find their customer services department to be very unhelpful.

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Comments
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the reason for it is the price is the price in the store when the picker gets to product for you - not the guide price online
it's all there in the terms
its wrong I know but that's how they get away with it0 -
the reason for it is the price is the price in the store when the picker gets to product for you - not the guide price online
it's all there in the terms
its wrong I know but that's how they get away with it
So you could buy your shopping at Tesco and you arnt sure what the final bill will be ?
Surely thats illegal ?0 -
So you could buy your shopping at Tesco and you arnt sure what the final bill will be ?
Surely thats illegal ?
.... when you shop online with them it emphasises that prices shown are guides only and subject to change. It's all over the terms/site/basket, everywhere to be honest.
They have a squillion items which are constantly changing price... all sorts of matters can effect them, sometimes they go up, sometimes they go down.
As for the legality, it's all in that phrase "invitation to treat". No price ticket is final.0 -
Correct.
However the foaming oddball complaint junkies will be on here soon with their pub lawyer speak and endless links to other websites.
Infact within a page or two someone will mention calling the police and someone will mention writing a long email to the managing director of Tesco and finally the consumer god himself george Bush.0 -
I have returned things instore from an online shop. Just take your receipt (the big white page from the driver!) and the products to customer services. It doesnt matter if the product is faulty (top broken) thats their fault/problem.
I often shop online and it does take time to get it right. The first couple of times I made silly mistakes ( not suggesting that you have made a mistake - by the way) like not clicking for two of an item on BOGOF so I didnt get my free one! I didnt realise they wouldnt automatically just put the free one in.
Good luck.0 -
ajaxgeezer wrote: »They have a squillion items which are constantly changing price... all sorts of matters can effect them, sometimes they go up, sometimes they go down.
.
I dont think thats a good excuse, prices change all the time at all retailers.
Would it be ok to order a DVD at Amazon on monday for £10 but when it was picked for delivery a few days later they charged me £12 as the price has gone up , after all they also sell thousands of items ?
It would be very easy for Tesco to honour the prices at the time of purchace to be honest, cant really see why they dont.0 -
Would it be ok to order a DVD at Amazon on monday for £10 but when it was picked for delivery a few days later they charged me £12 as the price has gone up ?
Answer to that one is YES and NO
If you order something for later collection and the price goes up - hard luck.
See Argos "check & reserve", for example.
If you pay for it when you order - you get it at that price. ie: Amazon0 -
thanks for the advice everyone. I'll guess I have to live with it this time.
It just makes me wonder - with all the rain we're having they probablly aren't selling as much sun cream as they hoped. At £5.00 each these items are a bargain - stick them on at £5.00 for a day to increase orders. Then change the "pricing error" ready for delivery and bingo!! - Most customers will not bother checking the prices of each item on their receipt!!:cool:0 -
I dont think thats a good excuse, prices change all the time at all retailers.
.......with the best will in the world deanos, and I'm genuinely not trying to be controversial, but what you think isn't really what UK law is based on.Would it be ok to order a DVD at Amazon on monday for £10 but when it was picked for delivery a few days later they charged me £12 as the price has gone up , after all they also sell thousands of items ?
.... well..... yeah, as it happens. With Amazon it is more likely that they will email first and tell you they can't supply at that price any more (and they do this). WIth Tesco, they advise you to send anything you don't want back with the driver after checking your bill. Amazon don't do this as they don't deliver themselves. Neither is wrong or right, both are fully compliant with British law.It would be very easy for Tesco to honour the prices at the time of purchase to be honest, cant really see why they dont.
..... stock levels, oh I'm not guessing, I don't know. Tesco don't have to justify the law to me, it's not their job.0 -
I have just found out that Adsa are selling the same products at £5.00 each so how can Tesco justify £10.98 each??? what a rip off!!0
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