Tesco Over Charge

Sarahde

I have today purchased a Toshiba Hard Drive from my local Tesco Store. It was priced on the shelf as being reduced from £50 - £37.50. I double checked the description on the ticket matched the item and checked that there were no other Toshiba hard drives for sale - there were not. Just to make sure I asked a member of staff to come and check it for me as I also wanted to buy another if they had more stock. He scanned the bar code on the item and the code from the shelf ticket and went to check. He confirmed that was the correct price but it was the last one. I carried on with the rest of my shopping paid and left.

I've opened the item and started using it when I notice on my receipt I'd been charged £50. I phoned the store immediately, explained the situation and described the man who served me. They called me back within 10 minutes to say they'd spoken to him and he's very sorry but he was wrong about the price it was for a different model. I explained that there was only one Toshiba model and price ticket on the shelf. She simply said 'Well we all make mistakes'. I stated that I would never of purchased the item if I'd of known it was £50. She said my only option is to return for refund but in light of me having opened the box and used the product there is nothing they can do. Surely this isn't right?

Hintza

Should have checked your receipt before leaving the store or watched when it was scanned through the till (especially since you were concerned about the price).

You could always ask if Tesco will do anything for you.

Sarahde

I know. I'm annoyed with myself for not checking. I don't understand how he could of scanned the barcode on the box and confirmed the price though?

gollum007

At the moment, Tesco is having a massive clearout of discontinued electronic items (Printer carts, HDDs, USB keys etc), as part of an ongoing Range Simplification process.
Unfortunately, not everything is reduced, and when there are very similar variants, some just aren't reduced....

I suspect he actually checked the barcode on the shelf label against the system, and not the one on the box. This would have shown the £37.50 price on the system.

This is an overcharge, & comes under the category on the customer service desk of 4-point check error. (I.E. The EAN on the product does not match the EAN on the SEL)

Unfortunately, even with all the current noises head office are making about changing the company's image, some stores are still difficult, and that's a real pity.

Either call Customer Services in Cardiff and explain your problem, or go instore specifically with your reciept and ask to talk to the duty manager.
Assuming what you've posted here is accurate, you're 100% entitled to a refund & DTD.

Disclaimer-
I work for Tesco instore. I can't do anything for you personally, but that's the official company policy.

-Gollum

pinkshoes

As you have used it, so therefore cannot return it, I would suggest writing to headquarters to see what they say. They might give you a good will voucher or something...

Sarahde

Thank you for your suggestions. I will write / email and see what happens. I'm kicking myself for not checking at the point of payment. I would normally just let it go as being my fault but after spending 15 minutes with a member of staff checking and reassuring me that was the price I thought they may well honour that as a goodwill gesture. Especially being as the guy who served me actually remembers telling me that.
Thank you for the advise.

agrinnall

Is it really worth making much of a fuss about for £12.50? Can you get the drive, or a similar one, elsewhere for less than £50?

Anoneemoose

I did a similar thing recently whereby the cashier scanned a £4 (I know not much) item twice and I didn't realise until I got home. I could have kicked myself because £4 is £4 and ended up with nothing to show for it. However, it was my fault for not checking.

I would say there's not a lot you can do or are entitled to, however letting HQ know might bag you some vouchers at least.

daytona0

pinkshoes wrote: »

As you have used it, so therefore cannot return it, I would suggest writing to headquarters to see what they say. They might give you a good will voucher or something...

Yea, this is a good idea.

OP, just be sure to be a bit humble and don't kick off. Just explain the facts and say that you didn't notice because it was part of a complete shop and seemed to match up to what the cashier told you. Say that you are happy to keep the item, but you are disappointed by the mis-information and just ask for the difference in vouchers for your valued custom etc. If it fails then take it one level higher (manager/head office). You will likely get some vouchers for the difference.

For the sole reason that you had it as part of a larger shop I have some sympathy for you here, and I think that the right person on the other side of the computer (customer services) will also appreciate that. Fire off an email and see what happens!

fussypensioner

Anoneemoose wrote: »

I did a similar thing recently whereby the cashier scanned a £4 (I know not much) item twice and I didn't realise until I got home. I could have kicked myself because £4 is £4 and ended up with nothing to show for it. However, it was my fault for not checking.

I would say there's not a lot you can do or are entitled to, however letting HQ know might bag you some vouchers at least.

I have been overcharged this way before by double scanning.I have taken my receipt back and pointed out that I did not buy 2 of the item (sometimes it actually shows x 2 but on this occasion it didn't so its my word against their's. They did refund me as a gesture of goodwill. Also had to wait 2 days before now when they didn't give me cash back I asked for and had to check the till. I make sure that I'm one step ahead now - not always easy if you are in a hurry.

nomoneytoday

Did you not wonder why the overall bill was over a tenner more?
(allowing for rounding from the £12.50 reduction)