Overcharging @ Tesco.com

sabelu

Please see problems I have had below with multisaves not being credited by Tesco.com. Have you had the same ? Or havent you noticed ?
Check your bill.

Mr S D Isley
35 The Green
Hillside Road
March
Cambridgeshire
PE15 8JD

Nigel Dodd
Marketing Director
Tesco.com
Tesco PLC
Tesco House
Delamare Road
Cheshunt
Hertfordshire
EN8 9SL

Dear Mr Dodd,

Excessive and Unacceptable Overcharging on Tesco.com – Online Grocery.

I am writing to you as I receive many emails endorsed by your self via Tesco.com operation and indeed received this one on the 5th October 2004.


Dear Mr Isley,

You may have noticed in your Tesco.com order delivered
between 10th and 21st September that you have been charged
the full price for some grocery promotions you chose.  This
was due to a system error, which affected our multi-save
promotions.

As an apology for this error we will be taking 5% off the
total price of your bill, and crediting this back to the
account you used to pay your shopping.

If you have any queries regarding this issue, please call
Customer Services on 08457 22 55 33.

We are sorry for any confusion or inconvenience this may
have caused you, and hope that you will continue to shop
with Tesco.com.  

Best Wishes


Nigel Dodd
Marketing Director
Tesco.com

I left a message on your voicemail on Friday 15th October but have received no reply.
This came after three weeks of consistent overcharging as detailed in the diary below and went to confirm the fears I had expressed to your online CSM’s and Team Leaders when contacting them that my overcharging was not an isolated incident but was more widespread where scanning was involved and there was a need to escalate the problem higher.

Friday 10th September 2004

Nestle Lollies BOGOF not credited. CS phoned and refund given.

Friday 17th September 2004        

A real comedy of errors where over 10 deals did not register and a refund of over £14 was needed, yes and the Nestle Lollies still didn’t work. I further re-iterated to operators that this was a more serious problem than they were giving credence to as it was a scanning issue and must be more widespread. Both CSM’s and Team Leaders responded that they would give it their attention and sent through the following emails.

           Dear Mr   steve d   Isley,

Thank you for contacting Online@Tesco.co.uk regarding your order: 13066880.

I would like to apologise again for any difficulty you may have encountered with your order.

I have now refunded £10.95 back into your account for the following items. This should appear within the next few days.

QTY Description
1 GALAXY DREAMY   CARAMEL         4 PK 216ML
1 MARS            SNACKTIME       10 PK
1 LARGE           MANGOES         EACH
1 GALAXY          SNACKTIME       SNACKSIZE 10 PK
1 SOFT WHITE      ROLLS 12PK
1 TESCO       4 PKS/FRIED CKN     STEAKS 550G
1 MISCELLANEOUS   SMK R/L BACK    BACON 220G
1 TESCO THIN CRUSTMARGHERITA      PIZZA 340G
1 NESTLE          ROLO            3 X 75ML

Thank you again for contacting us, and I look forward to your continued custom with us.

Regards

Aaron Lamb

I thought this would finally solve the issue and the problem would not re-occur, however I was wrong. I also emailed the Dundee team asking whether Tesco in store policy was adopted by .com whereby not only a refund given but the product was given free.
I received this reply.

Thank you for your email.

I am sorry that you paid more for your Twix Twin than expected on your
recent visit to our store. Please accept my sincere apologies for the
disappointment caused.

Our policy is that if you are overcharged, we will refund you for the item
and you can keep the product. In order to verify the overcharge please can
you return the item and your receipt to the store and we will look into this
for you.

Thank you for bringing this matter to our attention.



Regards

Wayne Hansen

Customer Service Manager

I appreciated that Wayne had got his wires crossed and thought I was querying a store issue even though my email emphasised .com, so I emailed Wayne to highlight this fact and got this reply.


Thank you for your email.

Yes it’s exactly the same policy.

Regards

Wayne Hansen

Customer Service Manager

I then contacted the helpdesk by telephone to submit my claim where I was transferred to a Team Leader who confirmed my thoughts that Wayne (god bless him) had got it wrong and that I would not be receiving my products free.

Friday 25th September 2004  

My delivery was received, not such an acute problem but you still couldn’t solve the problem of the Nestle lollies BOGOF, so once again a failure and a very apologetic CSM said once again it was an isolated incident and it wouldn’t happen again, I agreed and said it wouldn’t cause the offer was finishing before my next delivery.

Tuesday 5th October 2004

Received your email as above as well as sending/receiving the following.

Thanks for this.
Rather late as I made many calls etc seeking an explanation for the
overcharges over a three week period. I asked on numerous occasions was
this a nationwide problem and was assured even by your Team leaders that the
problem was isolated to my purchases alone and it was due to the way the
store had processed my order. I now know this was not necessarily the case
and indeed there was an issue. I made the CS department aware of the initial
problem on 10th Sept when I had one overcharge and a week later rang with
the £14 worth of overcharges asking why the call the previous week to
advise of the problem on the Nestle lolly deal was not working I was treated
with contempt by the ill-informed operators even though the problem had
occurred twice. Then to my dismay the same problem occurred the following week.
This is not the treatment I expect from such a high profile company and would ask
that any future problems I have I am treated better by actually receiving a truthful answer.
   
Regards, Thank you for your email.

I am very sorry that we were not able to provide the exact reason for the
problem you had faced with the overcharge.

We had received several complaints and were not aware of this problem
initially and our technical department was able to trace the problem only
towards the end of last month.

It was therefore decided that we will take 5% off the total price of your
bill for any orders placed during this period.

I again apologise for the inconvenience caused and trust this has cleared
any misconceptions.

Regards

Ashish Kalyanpur
Customer Service Manager
   
To date I have not received this refund despite countless emails, but received this response.



Thank you for your email.

Please accept my apologies for the delay in replying to your query.  

Unfortunately, I have only just received your e-mail I apologize that you
haven't received your  5% refund there is a delay at the moment your
refund will be processed within the next few days.

Once again, please accept my apologies for any inconvenience caused.


Regards

Wayne Hansen

Customer Service Manager  

We then went a week where everything was ok, but unfortunately it didn’t last.

Friday 15 October 2004.

Overcharged 88p on Pepperami Buy 2 for £3.

Friday 22nd October 2004

Back to a comedy of errors with overcharging of £3.95 Choc Muffins, Milk, Burgers, Haddock Fillets, Tsc Pizza. Incidentally the Burgers, Haddock and Pizza even had the deal flashed on the product packaging.

The response was less than apologetic, not true as these were not solely internet offers and no refund was offered. I have subsequently received the refund.

 
Thank you for your email.

With our Internet-specific offers, the item will scan and show at the full
price on your receipt.

However, the saving will not show after the product. Instead, it will always
show on the till receipt immediately after the service charge.

I apologise for any confusion caused.

Regards

Beethika Singh
Customer Service Manager

At the same time I queried a late refund on a packet of Sirloin Steak returned out of condition the previous week and was given this wholly unacceptable response.


Thank you for your email.

If products are rejected, the driver will return these to the store, who
will then action a refund.

Should this not appear on your statement within 14 days after the delivery,
we can then investigate and ensure that you are refunded.

Regards

Sheela Ananthachari
Customer Service Manager

Don’t believe I should have to wait 14 days!!

Well Mr Dodd what have you to say on the matter?

My observation would be:

1.      Terry Leahy credits the success of the company on listening to the customer; well you haven’t been listening over the last seven weeks to me.
2.      How about some consistency of policy response from your Customer Service Managers and a bit of communication and leadership?
3.      Deliver what you say you will do i.e. your email of the 5th October promised a 5% discount on three orders from 10th September. This hasn’t been received, were you aware of the problem communicated in the email?

As you can see a regular and loyal customer is totally disillusioned with your online operation.

I don’t want refunds and 5% discounts, just an accurate charge that I can be confident is correct week in week out.

I await your reply.





Steve Isley
steve@steveisley.ndo.co.uk

carly

I have had similar problems with Tesco.com with some BOGOF's not registering and other price reductions being missed. Like you, the same mistakes cropped up week after week. I now check my bills minutely , but I find the tesco way of adding up very cack_handed. As they say in their email to you, items now go through full price and the discount is applied at the end, but this does not seem to apply to all their offers. I find it all very unsatisfactory, and I seem to end up contacting them most weeks about one mistake or another.
I add my own bill up and rarely come to the same total as them ( not always in their favour though,). It's all a bit of a mess.

sabelu

Internet only offers come off at end of bill, store offers discount applied as instore. Did you receive the same probs more acutely over 3 weeks from 10/9 ? Do the same problems occur throughout the promotion i.e. they dont escalate and rectify ? Why not right to Nigel Dodds, Marketing Director with history, sure the higher management are not aware of acuteness of problem, how many people dont realise ?