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

igloo

Hello again

I didnt think my misfortune would cause such a stir!

Thanks to all for your concern....no news yet apart from that I'm still banned. I spoke to the overall store manager today who said that I have been abusing their policies of one coupon (in total) if I wasnt buying the items. I asked him why their policy was different to head office, he couldnt/wouldnt answer me.
I had also asked the checkout girl before handing my coupons over yesterday and she said one "per manufacturer" which tallied up with the email I'd had. So I asked the manager why different people in his store had differing views on their policy. Again, he wouldnt/couldnt answer me and ended the conversation.
I often take my mother in law there because she doesnt drive so I had asked if I could take her and he said that if I attempted to enter the store I would be escorted off the premises!!!!!!!!!!!!!

I'm off to phone head office again and compose a letter.


In answer to some questions, I did not use any coupons which were out of date. Not one. I do not use internet coupons because my printer seems to use gallons of ink and its not worth it to print a 20p coupon.

As for my points, I've joined all the clubs (food, wine, healthy living and kids) and regularly get bonus coupons and double points coupons. It was my sons birthday in July, I'd received a coupon for 150 points if I bought a birthday cake! I got a coupon for 200 points if I spent £5 on clothes .....some school shirts for when my son goes back to school. Every points coupon I get I use. My husband looks in the fridge sometimes and asks "what have you been buying now!" Because I always buy the things i get points for!
There is an offer on at the moment with Birds eye ready meals...buy 3 get 150 points. The beef is only 66p! 3 cost £1.98 and I get £1.50 in clubcard vouchers. You have the beef for next to nothing!

I'll keep you posted

ohreally

igloo wrote:

I often take my mother in law there because she doesnt drive so I had asked if I could take her and he said that if I attempted to enter the store I would be escorted off the premises!!!!!!!!!!!!!

I believe you should make an issue over your treatment by Tesco employees,however since you have a grievence with the company why the hell do you still wish to give them not only your custom but that of your relatives as well? They must look at you with a wry smile.

cpjackso

(I think..) this is the address to send DPA requests to at Tescos:

---8<

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You have a right to access the personal data that is held about you. To obtain a copy of the personal information Tesco holds about you, please write to us at the following address: Privacy Officer, Corporate Secretariat, Tesco House, Delamare Road, Cheshunt, Waltham Cross, Hertfordshire EN8 9SL enclosing your postal details and a cheque for £10 payable to Tesco Stores Limited.
----8<----

Found here: http://www.tesco.com/termsandconditions/privacy.htm

Anyone doing this should tell them to make sure they send all information - held on computer or not, I'd go for all clubcard details, all clubcard statements, all transactions held on file. Any and all emails relating to you (ie. about the self-scan till/emails between managers about you?). Any documents containing your name - held in store(s) (list all you've visited) or at head office. (** I would think there would be a document saying you are banned - I would guess it needs recording somewhere!). Any and all CCTV footage of you on all tesco property. You could be nice and give approx dates/times/places. I think they are bound to give you a response within 28-days, make sure you tell them you know this.

Last but not least - send the request recorded delivery.

I'd leave your visit back to Tesco for the time being - next time you want them to lay the red carpet out .

waster_2

Del_Boy_Gupta wrote:

Nightsong

I am not nitpicking abouth the points, I am just pointing out that if the coupons were out of date it is irrelevent if the staff were putting them through the tills or not as the point was that you were buying goods via decitful means- there is no difference to using out of date coupons or using forged currency to buy products. As such this could explain why the cs manager decided to have a word

To my knowledge all coupons generally have a bar code that is scanned in at the till. If the coupon is out of date then the scanner should reject it. You can test this if you have ever had any of the date specific coupons that are sent out for newspapers to promote their sales. If you try to use a coupon on the wrong date it will not be accepted. If Tesco's have programmed their scanners incorrectly that is hardly the customers problem. Your analogy with counterfeit currency is not really relevant is it? These are not counterfeit (forged?) coupons.

As has been stated before, any goods on display are there as an offer to treat. You offer to purchase them and the shop can either accept or reject your offer. The consideration can be in any form the shop wishes to accept. This will normally be in legal tender, but could be cash + coupons, all coupons, last weeks TV Times or whatever. The cashier acts as the servant of Tesco’s and by accepting the coupons, in part or in whole payment, in law stands in the shoes of their Master (Tesco). An offence will only be committed if the customer wilfully tried to deceive the cashier, which on the commentary given was clearly not the case; or colludes/conspires to defraud with the cashier, which again does not seem to be the situation. So no deceit was involved!

wolvoman wrote:

I don't work for Tesco, in fact I'm a trained solicitor (albeit in company law).

If the store felt that the customer was defrauding the store in any way then they would do as they did. We all agree that the problem is caused by interpretation of company policy.

Incidentally, which specific children's rights are you referring to?

Sorry to be nit-picky, but what exactly is a “trained solicitor”? You are either a solicitor or you are not! In England, the term solicitor can only be used by someone who has achieved the requisite membership of the appropriate designated body. Your specialism may or may not be relevant.

And I am amazed at your statement regarding interpretation of company policy. The interpretation was by the staff member (cashier) not the customer. The customer (igloo) clearly asked the cashier whether the coupons being offered in part consideration were acceptable. The cahier stands in the shoes of Tesco’s and accepted them. If the cashier did not understand or misinterpreted their employers policy that is neither the customers fault or problem. For you to infer the customer in this instant was potentially defrauding the store is, IMO, not a very professional or indeed based upon the facts accurate synopsis of the situation.

COPPERS459 wrote:

Firstly Tesco can ban any person from the store without reason, as Tesco is Private Property.

The minute you are detained and brought back to any office is effictively an arrest.
The question now is were you detained incorrectly? Difficult to judge, you are not committing an act of deception as you are in no way decieving anybody, however the fact that you have been informed that in future you will not be allowed to do this and you have is effectively a case of fraud.

Agreed, Tesco’s like any private landowner can effectively ask anyone not to enter on their land. To ignore this request is the civil offence of trespass and Tesco's remedy is to ask you to leave. They could seek damages through the legal system but the chances of succeeding would, IMO, be very limited as they would need to demonstrate that as a result of the act of trespass they had suffered some form of loss. Additionally, they could seek an injunction to restrain the person from entering and/or approaching their land (could be any of their land or a specific piece of land - land in this case generally being the site upon which the store and its facilities are located). If the injunction was ignored it then becomes a criminal offence for contempt of court and the police should act accordingly.

I am not sure how you can even suggest, let alone conclude that this is “effectively a case of fraud”?

Igloo’s initial post says

“……
About three weeks ago, while using a self-service checkout, I was approached by a customer service manager who told me that if I wasnt actually buying the product, I could use only one coupon. One coupon in total and not one per manufacturer. I told her I did not realise this because when you ask checkout people they all seem to say something different!

I came home and emailed Tesco customer service. The reply I got was that if I wasnt buying the product, I could use one coupon PER manufacturer and that internet coupons (which I dont use) were at the discretion of the manager.

After receiving this email, I have been back a few times (same store) but gone through ordinary checkouts (with real people!). Each time I have asked if I can use coupons and each time they have said yes and just scanned away. …..”

Tesco’s customer service (at HQ I assume?) clearly stated company policy and thereby over ruled the local decision of the CSM. Due performance of both igloo and the store during the subsequent few visits clearly indicated that igloo was therefore not acting outside Tesco company policy. In addition, igloo has stated that each time she was offering to conclude a transaction an enquiry was made of the cashier as to whether the coupons were acceptable in full/part consideration. Each time they accepted the coupons offered. It was at Tesco’s discretion to do this ands they were not coerced or duped (as far as I can see in to accepting them?) If you can therefore explain how this is can be “effectively a case of fraud” then I will be very surprised and offer my apologies.

All I can say to igloo is that you have been treated appallingly by a multi national bully boy. You must not let this drop and you must persevere until you are suitably and adequately compensated. And, IMO, part of that compensation package should be Tesco’s providing an undertaking to ensure their staff are fully trained and aware of company policies and that their CSM’s and CS staff are observed and monitored independently on a regular basis. To effectively use paying customers to monitor and report on the short comings of their staff is arrogance of an immeasurable level. I would also refer them to this site and suggest they may wish to note that their poor performance attitude and service is being observed by many far and wide.

poorcat

Have just read this thread - am absolutely horrified at Tesco's treatment of you, Igloo. The vagueness and "flexibility" of the company's coupon policy from store-to-store, and the authority awarded to managers and security staff in no way justifies these staff members' treatment of you and your children.
I suffered similar OTT treatment at the hands of a train ticket inspector when I was 16, for travelling one station further than I should have on a season ticket, and it still upsets me to think of it, even though it was half my lifetime ago.
These staff members should be severely disciplined for the upset caused. Hopefully at least getting the police involved should shake them up a bit.
I do hope you get some resolution, although I'm not sure what Tesco can ever do to make this up to you.
Stay strong
Cat x

igloo

I'm sitting here reading your posts quite honestly, in a daze, close to tears.

I have only ever been to a police station once and that was because my daughter had been bitten by a dog.

I feel like they're branding me like some sort of shoplifter!

I'm just contemplating what course of action at the moment. I've been reading the thread and Thank you to you all.

Saveit

Igloo I have read this post and feel you have had a horrible time and its disgraceful how you were treated. I can't give you any advice because I don't shop at Tesco very much but one things for sure I will not go out of my way to shop at one now. I will avoid!! I much prefer companies who care about there customers and who do not employ staff that are inexperienced Bullies. I hope this traumatic experience dosn't stress you too much and Tesco come back with an appology flowers and your card back with added points.

crutches

igloo. hugs to you and your children.
i often use coupons and am saving all my clubcard ones for xmas (with tesco.)
i paid for juice and a newspaper (1.03) in chester with a coupon for cat food(1.00) and 3p on friday.Why is that so different to what you did?
after xmas i'm stopping using tesco because of their treatment of msers

JC67

I rarely use Tesco's because they appear to be trying to dominate the area where I live. Not only do we have a 24 hour main shop but they also took over 3 of the local 'Dillons' type shops! I'm now going to make sure that I don't shop there at all as I think the treatment of Igloo was disgraceful, especially as she had children with her.

wannasave_2

gawd something like this always brings out the barrack room lawyers :rolleyes:

On another note I would have thought that the last thing you want is Tesco scrutinising the MSE forums too closely and seeing the loopholes first hand :eek: You might find that all your misprices, your coupon wheezes and other things that are being taken advantage of so widely might suddenly cause a change in policy by Tesco or a tightening up on things so it could be bye bye free meat or extra points opportunities or whatever. Think about it

I ain't had nothin' free anyways so I'm not fussed either way :rotfl: