Help! Tesco coupon policy? I've been banned!

TeamMCS

Roger_Rampant wrote:

This is one of the most mis-guided posts that I have seen for a very long time.

1) Nobody is obtaining goods by deception (except possibly you could argue that Tesco are obtaining goods by deception from the manufacturer)

2) No cashier is given any sort of warning for accepting coupons. My wife is a cashier at Tesco, and has tackled the checkout manager about the fact that she is being told now not to accept more than 10% of the total sale in vouchers (for goods that haven't been purchased). Her till flashes up a message not to take more than 10%, but she is aware of this thread at MSE, and aware that head office have confirmed you can pay 100% in vouchers. She has been told to stick to the 10% limit, and if challenged she is to call over a supervisor to deal with the query. So - with all due respect - you haven't seen anyone pulled off a till and given a final warning. If your mate is about to lose his job, it won't be because of that

3) People are acting in accordance with what Tesco head office say is acceptable, if Tesco management see it as "taking the !!!!!!" they should publicise a new and stricter policy

4) We're not damaging sales, Tesco shifts more products, it's just they aren't necessarily the same products that certain manufacturers would like it to be

5) It's not a vicious circle. Tesco have had this policy in place for nearly 30 years. If it was as disastrous as you imply, do you think they would have done it for so long?

1# I was quoting what Tesco said, not my personal opinion on this subject

2# let me get this straight, I dont work for Tesco... So how they handle coupons has sweet !!!!!! all to do with me. As its been a while since I posted in this thread (forgot about it) the lad who got pulled of checkouts (friend of mine called Chris) received a warning. Admittedly its not the customers fault if a cashier gets punished for taking coupons however I think the customer should atleast spare a thought to the consequences of using many illegitimate coupons (by illegitimate I mean coupons of products you've not bought). Especially if the sum of coupons comes to a large percentage of the total bill.

3# Fair enough

4# Sure you're damaging sales [okay not for the supermarket but for the manufacturer], everything has to be paid for. Most companies usually set aside a promotional budget on the assumption that it'll be profitable for them. So assume that every customer did the same, there'd be a massive deficit. okay its a bit extreame but it makes a difference... Bare in mind its not just some headless corporate monster, people like you and me work there. It effects there ability to work overtime, bonuses etc etc etc

5# Again, I wasn't specifically referring to Tesco... More the entire process..

waaag

I have been in ASDA, today, I buy my petfood in bulk here it is actually cheaper than wholesalers - today, they didn't have enough in stock and I had to buy another sort, a bit more expensive, but the ASDA worker whom I summonsed to assist me, was able to give me a coupon for either £2 or £1, (blimey I've forgotten which it was now I think £2) and he was very smiley and helpful - because they didn't have enough of what I wanted, apparently they can do this, which I thought was a really nice gesture!

igloo

Well, I've finally had a reply! Its dated the 15th, it was posted second class on the 16th and I got it today on the 19th.

Basically, I'm still banned!

The letter says "they would like to clarify that we do accept promotional coupons occasionally, as a service to our customers, although this is always at the store's discretion".

I just phoned HO and asked them why this statement is totally different to their first letter. I specifically asked that the first letter says one per manufacturer and that stores discretion relates to internet coupons only.
She said that its a "general policy" and that stores do have discretion if they so wish.

The letter also says that they contacted the store manager who told HO that "staff had previously advised you of our policy on accepting several coupons for one shopping visit. The decision to ban a customer from the store lies entirely with the store's management mean and, in this instance, we abide by their action. I can appreciate your views and I am very sorry if you are unhappy with this decision".

While on the phone to HO I asked how on earth they could ban me when i was following their "HO general policy" . They said that as I had been told previously was the store policy was there was nothing I could do. It was a stores decision who they do and do not serve so the best thing I can do is contact the store. I explained that I had phoned the store and that they had said that they were ending the conversation and if I wanted to discuss it further, I had to contact HO. the store says phone HO, HO says phone the store! So she then told me to write to them.

The letter then says that "I would like to offer my sincere aplogies that you were given cause for alarm when being interviewed on this matter. Clearly, the situation could have been handled with more care and diplomacy, and I can assure you that this will be fully addressed with the people concerned".

I'm not sure what to do now. I know that a lot of MSEers have said that "they should be punished". Don't get me wrong at all, I really think that they really behaved badly but I dont like confrontation at the best of times and I dont know what good would come of it. I've spoken to one manager of the store (and I mentioned that I had phoned the police) and HO have spoken to another so I'm sure that these people have been told that they were out of order.

I think I will write to the store directly just to see what they have got to say. Shall I send it recorded or hand deliver it to see if they let me in! ha ha . I've got to try and laugh or I'll go mad!!

elona

Igloo
If I were you I would be happy to be "banned" as I would never feeel secure in that blasted place anyway.

I would contact local radio and newspapers or even national ones - the ones that do consumer issues.

I would also get free legal advice to sue for "false imprisonment and for putting you in fear."

Give them hell - the next person they treat like this could have a bad heart or some other serious health condition and not leave unscathed.

Bully boy tactics should not be allowed.

Rave

I say go to the police then. If they're not going to make amends for their disgusting behaviour then make life difficult for them. If they're not going to let you back in the store anyway, you clearly have nothing to lose now.

droopsnout

At the very minimum, I would make sure I never shopped in Tesco again.

Igloo, I appreciate your fear of confrontation, and only you can judge how far you want to take things. Early in the thread, someone advised you, I think, to take advantage of the free consultations offered by some solicitors. Perhaps you should try this approach, and be guided by him/her on the strength of your case, if any, and whether it is worth prolonging the unhappiness that this situation is causing you.

In the meantime, shop elsewhere, if somewhere else is within reach! The fact is that Tesco do not deserve to have you conducting the soul-searching as to whether you should give them your custom*. They should be grovelling to have you back. Of course, any reply from them is going to steer well clear of any mention of any legal rights you may have.

* I assume that you may be contemplating this as you say you are considering writing to the store. Apologies if this not the case.

ben500

Personally I would be absolutely steaming if I were you, it is obvious from the composition of the letter that they think you are going to fold, maybe even as a result of viewing this thread and your obvious reluctance to pursue the matter. If it was me I would be down the garden shed right now sharpening wooden stakes!

Seriously though it is decision time for you, you have two ways to go now, one is to throw your arms in the air take it on the chin and forget about the whole affair the other to pursue your claim for unlawfull improsonment, the ban is of no consequence and cannot be overturned by anyone other than Tesco irrespective of the reasons behind it, Tesco are now banking on you walking away so that they can keep on bullying their customers, don't forget Tesco Head office actually sent you back to this store to become a victim! I realise it is easy for us to sit here spouting "i'd do this I'd do that etc" but you have to decide what is best for you given your circumstances and disposition, if you are considering using the police remember this is not a speculative action you are taking they HAVE commited an offence and the police MUST pursue any complaint you wish to follow up on, whether or not the cps warrant it in the public interest to prosecute is another matter but investigate they must and that will mean the perpetrators will at least have to experience a little of what they put you through and of course if successful would support any civil action you may wish to pursue in the future, I am not a fan of the ambulance chasing community but it is at times like this they can come in very handy.

In the very least you should seek legal advice as explained many times earlier

Joto_2

I agree with the above posts. At the very least you should seek legal advice. You don't have to act on any advice given if you choose not to, but at least you would know where you stand on the issue.
A solicitors letter can and does sometimes make a huge difference to the response given by the other party. Best of luck

thepearce

I'd be pretty miffed about the advice received from Head Office. Did they ever say this is general policy? I think it's reasonable to assume that Head Office advice is valid nationally unless otherwise stated, and also more likely correct than what a store might say.

From my own experience, both HO, and my local store manager say this is a national policy and should be implemented as such....else what is the point of a policy being in place at all, and moreover customers receiving bad advice from a national helpline? Also from my own experience both stores which steadfastly stuck to "one coupon per shop" changed their ways after being educated by HO.

I don;t know what to suggest you do next. It seems Tesco would think they are being very generous to even let you shop with them again.... perhaps you should use a competitor.

Here's the reply to my follow-up question to ASDA about their coupon policy :

Thank you for your reply.

Just to let you know there is no set limit on how many coupons may be accepted, in reposnse to how many the customer can use that is down to the stores discretion.


I hope this has been helpful, If you have any other queries please dont hesitate to get in touch.

Yours Sincerely

Jayde J Caesar
ASDA Customer Relations

wallace_3

Did you contact Tesco and request them to keep any CCTV footage? The incident was over 2 weeks ago now, and if you did not ask them, it is quite possible they will have been recorded over. It is up to the police to decide if any offence has been committed, and as long as the situation remains a case of your word against whoever else was in the room, the police will not be able to do much.

If you do decide to take legal action, can you afford the time and money? Even if the first hour is free and they advise you have a case, it could take weeks or months to make any progress. There is no guarantee you would be successful in the courts, and you may end up having to pay Tesco's legal fees as well as your own.