Tesco.com cancelling order - help

simone2697

Hi

Im sorry if this is in the wrong place but i need some help.

I am a big take that fan and discovered a couple of weeks ago that a box set had been mis-priced on tesco.com site. Normally around £18 and was being sold for £1.89.

I ordered 3 and have waited patiently for my order to arrive.

This morning i recieved an email saying that my order has been cancelled as they have no stock left. I had a look on the site and it says that the full price box set will be delivered within 28 days.

I rang customer services and politely explained that i would be very happy to wait the 28 days and please could they re-instate my order. The man on the phone disappeared for a moment and then came back on telling me that they could no longer get hold of any stock and that the site wsa wrong and takes longer to update so was showing the wrong details.

I know that tesco can be a bit iffy sometimes with things like this so i dont know where to go from here.

I am a member of a take that site and everyone else who ordered the same is slowly recieving this email with their order cancelled. Some have even been given a £2 voucher (woohoo eh!!). Two of the people rang up and said the same and their orders have been re-instated.

Should i email trading standards or are there any magic words i can use on the phone to tesco?

Any help is greatfully recieved.

Simone

Halloway

Firstly as this was clearly a misprice you have few rights. Tesco are well within their rights to cancel your order on the basis of the misprice and there is nothing you can do about it, however annoying and frustrating that might be.

It seems a little strange that some orders are being reinstated, presumably at the lower price. That smacks of Tesco's customer service personnel not 'singing from the same hymn sheet', as it were. However, the fact that some customers have received this apparently preferential treatment does not prefer any such right on you.

You could phone up and pester them for a £2 and you might well be successful. I personally wouldn't bother but it's up to you.

Trading standards won't be interested as Tesco have done nothing wrong.

HTH,HH

Sooler

simone2697 wrote: »

Should i email trading standards or are there any magic words i can use on the phone to tesco?

I wouldn't bother trading standards as it's just a mis price - it'll be covered in Tesco's terms and conditions, "abracadabra" might be worth a shot

GeoThermal

It was a pricing error. Tesco or any other shop do not have to sell at a marked price. The only chance they would honour it is if they took the money from your card/account as that means they have accepted your offer to buy. However as it is a clear pricing error they may still fight it. You could phone back and mention that other customers have received vouchers or had their orders reinstated.

redrolo

simone2697 wrote: »

Hi

Im sorry if this is in the wrong place but i need some help.

I am a big take that fan and discovered a couple of weeks ago that a box set had been mis-priced on tesco.com site. Normally around £18 and was being sold for £1.89.

I ordered 3 and have waited patiently for my order to arrive.

This morning i recieved an email saying that my order has been cancelled as they have no stock left. I had a look on the site and it says that the full price box set will be delivered within 28 days.

I rang customer services and politely explained that i would be very happy to wait the 28 days and please could they re-instate my order. The man on the phone disappeared for a moment and then came back on telling me that they could no longer get hold of any stock and that the site wsa wrong and takes longer to update so was showing the wrong details.

I know that tesco can be a bit iffy sometimes with things like this so i dont know where to go from here.

I am a member of a take that site and everyone else who ordered the same is slowly recieving this email with their order cancelled. Some have even been given a £2 voucher (woohoo eh!!). Two of the people rang up and said the same and their orders have been re-instated.

Should i email trading standards or are there any magic words i can use on the phone to tesco?

Any help is greatfully recieved.

Simone

Hi Simone, You have been harshly treated. The law around misleading prices is around where the price is wrong. In your case if you have a receipt to clairfy what you should have paid, you should be honoured with that price. I would talk to your trading standards and get there views. If it happened in a store you would get the product at that price. the internet makes no difference. I work for Tesco and I feel you have been harshly done by.

redrolo

GeoThermal wrote: »

It was a pricing error. Tesco or any other shop do not have to sell at a marked price. The only chance they would honour it is if they took the money from your card/account as that means they have accepted your offer to buy. However as it is a clear pricing error they may still fight it. You could phone back and mention that other customers have received vouchers or had their orders reinstated.

Yes they do, if the prinicple price point is incorrect, i.e. the price on the shelf edge label any retailer has to honour it. If a flyer is incorrect (Point of Sale) they don't have to as long as the principle price point is correct.

Thanks

GeoThermal

I'm pretty sure you are wrong. It hasn't been that way for many many years. The price is an invitation to treat, you then offer to buy it at that price. At that point the shop can say yes or no. If they say yes and take your money a contract to supply at that price is formed. If they say no, then no contract to supply has been made.

See http://www.weblaw.co.uk/art_contract_online.php in particular the heading Offer or Invitation to Treat?

redrolo

GeoThermal wrote: »

I'm pretty sure you are wrong. It hasn't been that way for many many years. The price is an invitation to buy, you then offer to buy it at that price. At that point the shop can say yes or no. If they say yes and take your money a contract to supply at that price is formed. If they say no, then no contract to supply has been made.

I'm sure i'm not. I delivered the training to about 6 months ago to all of the customer service staff. We used to have a guy who took our stores for thousands of pounds on this matter.

pollyskettle

redrolo wrote: »

Yes they do, if the principle price point is incorrect, i.e. the price on the shelf edge label any retailer has to honour it.

So if I came along to a shop minutes after a bored chav had moved some SELs around, say the SEL for a £1400 TV had been replaced by an SEL for a £1.49 pack of batteries, I would be entitled to buy said TV for £1.49?

redrolo wrote: »

I delivered the training to about 6 months ago to all of the customer service staff.

Which store? And do you sell batteries and TVs?

GeoThermal wrote: »

I'm pretty sure you are wrong. It hasn't been that way for many many years. The price is an invitation to treat, you then offer to buy it at that price. At that point the shop can say yes or no. If they say yes and take your money a contract to supply at that price is formed. If they say no, then no contract to supply has been made.

This is quite correct. It is in place to prevent the above scenario happening.

Always happy to be proved wrong

ETA:

GeoThermal wrote: »

If they say yes and take your money a contract to supply at that price is formed.

This is a little ambiguous at the moment in cases of purchases over the internet. A precedent is yet to be set, I believe. As long as the retailer returns any money taken from the purchaser within a reasonable time of discovering their pricing error and the order is cancelled and the purchaser informed of both these things, retailers seem to be getting away with it.

Halloway

Pollyskettle is quite right. What a shop cannot do is charge the lower, erroneous price and then claim back the difference later from the customer after they have paid and taken the goods (or in this case, had their CC charged and received the goods.) However, as stated ad nauseam here and elsewhere, irrespective of how the error is caused, the retailer can cancel the order or refuse the erroneous price at the till, and remain within its rights.

If anyone can post or link to some UK legislation which contradicts the above then please post it (and I mean a proper UK gov website, not "my mate Barry down the pub says...").

Sooler

redrolo wrote: »

In your case if you have a receipt to clairfy what you should have paid, you should be honoured with that price.

They won't have a receipt because the payment wouldn't have been taken. Tesco have no stock so can't sell it to the OP.