Complain to Tesco or Trading Standards?

sco0ter

joshtbh wrote: »

I don't agree, Tesco published a misleading price. Common sense should tell you that if there is one Friends game on the shelf, and one SEL saying “Friends game” then the customer should be able to safely assume that this is the one and only price for the Friends game.
I seem to recall that Trading Standards’ stance doesn’t have anything to do with small codes on the SEL etc, its ludicrous to suggest that the customers should have to check these. It’s a misleading price on the SEL as the price and product information are easy to read underneath the corresponding product.

What if someone moves a game from one place to another... It is ludicrous to suggest that TESCO or anyone else should be held responsible because a customer Assumes that just because a product that is sitting there should be the one the sign is for.... If you walked into Comet and they have a sign up at the main entrance saying 42" Samsung Plasma TV £100 then gave a model number would you assume that any Samsung TV was the one on offer just because you couldn't be bothered to check the model number and because it said SAMSUNG TV before the code???... These things are done to be SPECIFIC.. As I have said numerous times it is TESCO covering their backs but is NOT the slightest bit illegal... Unfair YES illegal NO

An offense only occurs when a price is given for a SPECIFIC product and then changed...If the SEL had indeed just said friends game and no bar code then it would have been an offense. As the Bar code or other codes did not match then that is NOT the product specified.. It doesn't matter how many times you say you cant be expected to check bar codes or small codes... From a legal point of view TESCO went the extra step of giving exact product information not just friends game but the EXACT bar code and or other codes for the game.. If people don't check that then they have no reason to complain if they pick up the wrong thing... If the buyer had went back and checked the bar code and other codes with the SEL and it was right then he could have easily done something about it as then this would be misleading.

Poppy9

I've had a response from Tesco. Shortened version below:

Thank you for your email...............

I was sorry to learn that you were overcharged at our xxxxxxxxxxstore recently and I sincerely apologise for the annoyance that this has caused.

All our product have an electronic bar code on them and when the product is scanned through the till it will recognise the correct price to charge. If an item is to be reduced, or placed on special offer, the tills are re-configured to accept the new price. Therefore, I am at a loss to understand how this has happened. I also regret that you are unhappy with the way the matter has been handled.

Your complaint has been discussed with our Store Manager. He has assured me that he will address your comments with his team and that any further retraining felt necessary, will be carried out as soon as possible.

I am sorry that you have had cause to complain. If you would like to advise me of your postal address, I would be happy to send you a goodwill gesture by way of an apology that this has happened.

I have replied thanking them for their prompt response and requesting that the goodwill gesture goes direct to a charity.

stiffnuts69

This is farcical

1OTC

I have a copy of the SEL right in front of me.

It is NOT the same as the one in the picture.

Will post later

mrsv05

"He was peed off because he was tired and hungry after working 12 hours and had taken his boots off and thought he was home for the night (it was about 8pm). He had to go back to the shop as he had paid for the shopping on his Visa card."

that is not the fault of the store that he didnt check his receipt BEFORE leaving the store like most of us do on here. nor is it anyone else fault he was tired and grumpy. as someone else said, plenty of people put things down where they shouldnt be, and staff do fill shelves wrongly, in which case as a goodwil gesture, they offered it at the reduced price. if everything tallied up then yes, dtd was applicable. that is all they could do. if he wanted to look a gift horse in the mouth then more fool him !

1OTC

Here we are:



Now then..

The picture posted earlier wasnt that clear (mine slightly clearer - will scan it, if need be) BUT the label in the original picture has 3 lines of text for the description, whereas the one I reprinted last night exclusively for this thread only has 2.

This item has only just been reduced from £5.97 to £3.98 so I have a gut feeling that the original SEL is NOT for the product the OP OH purchased.

Hope this clears some things up!

Poppy9

1OTC wrote: »

Here we are:



Now then..

The picture posted earlier wasnt that clear (mine slightly clearer - will scan it, if need be) BUT the label in the original picture has 3 lines of text for the description, whereas the one I reprinted last night exclusively for this thread only has 2.

This item has only just been reduced from £5.97 to £3.98 so I have a gut feeling that the original SEL is NOT for the product the OP OH purchased.

Hope this clears some things up!

Thanks for this but why do customer services say in their email that he was overcharged

Thank you for your email...............

I was sorry to learn that you were overcharged .........

All our product have an electronic bar code on them and when the product is scanned through the till it will recognise the correct price to charge. If an item is to be reduced, or placed on special offer, the tills are re-configured to accept the new price. Therefore, I am at a loss to understand how this has happened. I also regret that you are unhappy with the way the matter has been handled. ...........

Is it that even HQ, based on the picture he sent them, decided that the advertised selling price was £2.50? As you can see the stack of games is neatly stacked, they were not placed in the wrong area by a customer as customers are not that neat and they only tend to put one item in the wrong place. There were at least ten of the games there. If they put out the wrong label, though given the size of the label and where they placed it, it's hard to see how they could make such a mistaken, then the shop should take responsibility for that as there were no other SEL labels relating to the game on any of the shelves.

I don't know if that store is still selling the games as I've been to Sainsbury's for my last few shops as they have so many bargains of decent food 1/2 price and loads of non food stuff 75% off and no offence but the staff are friendlier there. The store my OH bought the game has the worst customer service staff IMO of any of the branches. They are usually more concerned with chatting amongst themselves than the queue.

Poppy9

mrsv05 wrote: »

"that is not the fault of the store that he didnt check his receipt BEFORE leaving the store like most of us do on here. nor is it anyone else fault he was tired and grumpy. as someone else said, plenty of people put things down where they shouldnt be, and staff do fill shelves wrongly, in which case as a goodwil gesture, they offered it at the reduced price. if everything tallied up then yes, dtd was applicable. that is all they could do. if he wanted to look a gift horse in the mouth then more fool him !

Given your post on the Asda thread about complaining about wasting your time because they didn't have anything on sale I find the above amusing. You didn't even buy anything so weren't overcharged and you complained!

sco0ter

Poppy9 wrote: »

Thanks for this but why do customer services say in their email that he was overcharged

Unless you gave them better evidence than you gave us they will be being diplomatic and taking your word for it so I wouldnt read too much into that.. At the end of the day you could send an email stating you opened a pack of soggy crisps and they would give you the same goodwill gesture.

If you did give them conclusive evidence that an overcharge happened then why dont you post it.

1OTC

One other thing that could have happened is that the whole plastic shelf edge stripping (the bit of plastic that holds the labels) could have been moved so NONE of the labels on that shelf matched the product.

The white SEL to the left is definately for a BALDERDASH product and the product on the shelf there isnt Balderdash.

We have an issue in our store where someone is removing SELS. Does this mean that those products are Free?