Grocery Items Incorrectly Priced

Cotta

Hi All,

Yesterday I went to buy two items in Tesco that were apparently on offer e.g. £3.99 each or £5 for two. When scanning the items at the till the discount did not apply, I queried this with the staff member who advised I "must have picked the wrong item". I was then left to go back to the shelf to check the item's price and it became apparent I was correct. I then went back to the staff member who advised "there was nothing more that could be done," I subsequently left both items back.

My query is should the staff members have been more proactive in finding out what was the correct price and amending if necessary or was the way this was managed by Tesco correct?

marliepanda

If the staff member was on the till they may not have been permitted to go and sort something.

The offer may have ended but the ticket may have been left out, it can happen.

cono1717

Cotta wrote: »

My query is should the staff members have been more proactive in finding out what was the correct price and amending if necessary or was the way this was managed by Tesco correct?

Yes - though it's not a right for them to go check just good business sense to keep the customer happy.

However, they should be updating the price or the promotional display to remove the offer or else could find themselves in hot water with Trading Standards.

BorisThomson

cono1717 wrote: »

Yes - though it's not a right for them to go check just good business sense to keep the customer happy.

However, they should be updating the price or the promotional display to remove the offer or else could find themselves in hot water with Trading Standards.

Trading Standards aren't going to care about a one off error, only if they're doing it routinely.

What were the items OP, have you checked if they're on offer online?

Fosterdog

Maybe as soon as you left they used whatever in store communication system they use to get it sorted, just because they didn’t immediately jump up and do it themselves doesn’t mean that they didn’t sort it

theonlywayisup

Tesco still have a 'double the difference' price guarantee.

If you are overcharged they will reimburse you double the difference.

If things don’t add up…
In the unlikely event that we charge you more than the price shown on the shelf or on the product at the time of purchase, we’ll give you double the difference.

marliepanda

theonlywayisup wrote: »

Tesco still have a 'double the difference' price guarantee.

If you are overcharged they will reimburse you double the difference.

Sounds like the OP caught the error before it was charged? Could be wrong.

theonlywayisup

marliepanda wrote: »

Sounds like the OP caught the error before it was charged? Could be wrong.

Ah yes re reading that it does. It sounds like a self checkout - they don't usually add the discount until you hit the 'finish and pay' button from memory.

Either way, OP, if you get overcharged in Tesco again, don't do anything until you've paid. Then in good MSE style, approach the CS desk and wait for your double refund.

Cotta

Good tip above on double the refund, I will know for again.

I actually called back into the store at lunchtime, the items were still at the discounted price, I checked with a member of staff who confirmed that the price advertised was correct, however the labels were put up last night before the change happened this morning. In any event I was told that the prices are just a guide and it's always what's on the system that people need to go by - big lesson learnt here.

bris

cono1717 wrote: »

Yes - though it's not a right for them to go check just good business sense to keep the customer happy.

It's a checkout assistant, do you really think they give a crap about your happiness?


Some things are just not worth a second thought, this is high up on that list.

Pollycat

Cotta wrote: »

Hi All,

Yesterday I went to buy two items in Tesco that were apparently on offer e.g. £3.99 each or £5 for two. When scanning the items at the till the discount did not apply, I queried this with the staff member who advised I "must have picked the wrong item". I was then left to go back to the shelf to check the item's price and it became apparent I was correct. I then went back to the staff member who advised "there was nothing more that could be done," I subsequently left both items back.

My query is should the staff members have been more proactive in finding out what was the correct price and amending if necessary or was the way this was managed by Tesco correct?

Did you really go back to the same person who served you who - I assume - was busy on the till serving other customers?

What I do if I believe I've been mis-charged is go back to the item and check the shelf label very carefully to ensure I've not made a mistake.
Then I go to Customer Services (the clue is in the name) and tell them I've been over-charged.
At this point they go off to check the item and I go with them.
When we've agreed that I have indeed been over-charged, they refund me - at which point I ask for double the difference. It seems that they now have to check that they can do this.

What I suspect was said here:

Cotta wrote: »

I then went back to the staff member who advised "there was nothing more that could be done," I subsequently left both items back.

was that the person on the till couldn't do anything about the overcharging.
And they probably referred you to Customer Services.