Tesco Misleading Customers? Beware

MissHB-AFC

Hi there

Just wanted other people's advice on this one.

Tesco are driving me mad, and I will not be shopping with them again..

Reason below!!!!

I ordered my weekly shop with Tesco and once it had been delivered (10 minutes late and with items missing as per usual), I went through the entire receipt as I normally do and noticed I had been overcharged on a pizza I bought.

It was listed at a £1 and they charged me £2.49. I emailed them to complain and they said it was their right to change the price as it was merely a guide, and I could not return the item as it was perishable.

My argument is that they should have told me about the price change when delivering the item so I had the chance to give it back - otherwise they could do this with all their items, and we could all end up paying a price for our shop that we never agreed.

Instead of doing the honourable thing and refunding me £1.49 on a £70 shop, they are refusing the budge. I have now reported them to the office of fair trading, not that I care about £1.49, but I just think they are completely in the wrong.

Any thoughts???

Butlers1982

Any thoughts???

Do what you said

and I will not be shopping with them again..

not that I care about £1.49

But you must do as you dont want to shop there again

Try emailing the CEO [EMAIL="terry.leahy@tesco.com"]terry.leahy@tesco.com[/EMAIL]

He Will sort it for you and you will get a £5 voucher- I promise! !

jtb2412

I stopped doing my online shopping a while ago now, due to the fact that they emailed me with a £10 off voucher (minimum spend £50) and then failed to honour it when I'd received delivery (I spent £90). After a telephone call to customer services (who aren't very customer orientated - didn't seem to give a s**t) they said they would look into it and call me back. Of course, no phone call back ! :rolleyes:

TBH after moving house we now have a Sainsbury's nearer to us and I'm tending to use them more and more. At the moment i'm flitting between the two to try and get the best value for my money. For me, Tesco's is merely a convenient place to pick up some bargains and get some clubcard points towards my holiday next year. Also to use their self scan to get some money off my weekly shop (I don't use hundreds of coupons, just the odd few:A ). I'd bet money that Tesco aren't going to be as profitable this year due to the simple fact that their customer service seems to be at rock bottom !

sarahg1969

I agree that it's not great that prices can change in between ordering and delivery, without them even telling you.

I placed a grocery order last night, which included some wine glasses reduced to £3.50 from £14. When I checked the order this morning, the price shown in my order is back up to £14!

I personally don't mind for the odd few pence (and if it's an offer, it usually tells you if it's going to end before delivery), but I think if the price of something is going to change significantly, then you should be made aware.

I'm also fed up of the ridiculous substitutions I'm receiving these days, despite saying I don't want them!

Sssssss

don't think of it as only £1.49 as a percentage it's a huge increase 150% so I would get back to the store speak to the manager, if they refuse to budge get their name and get on to the big man himself.

It will ensure they are aware of you problem and more importantly the lack of customer care at your store.

nobblyned

Had a delivery from Asda last night, noticed something that made them stand apart from Tesco. When Tesco can't find what you want on the shelf (not sure they always try that hard) you get something else usually more expensive substituted in, and it is your choice whether to accept the new goods or not. Always a bit annoying when the choice is to either take the more expensive version foisted on you, or go without and have to make a separate trip to the shops.

Asda however seem to substitute something more expensive and pay the difference themselves, happened on about 4 items last night and cost them a fiver. Have to say I find that much more customer friendly than Tesco's approach.

MissHB-AFC

Thanks everyone.. I am going to fight on! I have now forwarded onto Watchdog and office of fair trading and cc'd in Tescos, just so they know I won't lay down, as the poster points out below, it is a 150% mark up, and if happened on all items - I would have broke for a month!!!

fiscalfreckles

nobblyned wrote: »

Had a delivery from Asda last night, noticed something that made them stand apart from Tesco. When Tesco can't find what you want on the shelf (not sure they always try that hard) you get something else usually more expensive substituted in, and it is your choice whether to accept the new goods or not. Always a bit annoying when the choice is to either take the more expensive version foisted on you, or go without and have to make a separate trip to the shops.

Asda however seem to substitute something more expensive and pay the difference themselves, happened on about 4 items last night and cost them a fiver. Have to say I find that much more customer friendly than Tesco's approach.

I have only ever ordered wine from Asda, but one delivery had a couple of substitutes, and the driver made sure to point it out to me & said if I didn't want them he would take them back & my a/c would be credited.

I accepted them and when I checked, they were more expensive bottles, yet I was charged the original price. I thought that was very good.

I have only used Tesco grocery deliveries a couple of times and found it very hit & miss - you can't rely on getting what you've ordered. And I agree that their customer service is appalling now. Even in-store, they will now argue and wriggle out of refunds if they can, previously, i found them much more obliging.

MrsE_2

sarahg1969 wrote: »

I agree that it's not great that prices can change in between ordering and delivery, without them even telling you.

I placed a grocery order last night, which included some wine glasses reduced to £3.50 from £14. When I checked the order this morning, the price shown in my order is back up to £14!

I personally don't mind for the odd few pence (and if it's an offer, it usually tells you if it's going to end before delivery), but I think if the price of something is going to change significantly, then you should be made aware.

I'm also fed up of the ridiculous substitutions I'm receiving these days, despite saying I don't want them!

I think its totally WRONG

fiscalfreckles

It does say this on the Tesco website:

If you're not happy just return any item
If the final price charged for any item is more than you wanted to pay, you can return it and we'll give you a full refund. Just give it back to the driver and we'll take care of it for you.

See here:

http://www.tesco.com/superstore/content/?category=GuidePrice&id=default

MissHB-AFC

fiscalfreckles wrote: »

It does say this on the Tesco website:

If you're not happy just return any item
If the final price charged for any item is more than you wanted to pay, you can return it and we'll give you a full refund. Just give it back to the driver and we'll take care of it for you.

See here:

http://www.tesco.com/superstore/content/?category=GuidePrice&id=default

I argued this - they then quoted back their groceries T&C's which state pershiable items cannot be returned....