Tesco misprice policy discussion area

thepearce

spa2k wrote:

What the staff member concerned should have realised is that due to his actions all staff members pay is affected. Tesco effectively gave the staff member free stock. This has to be paid for by someone and therefore comes out of the company (admittedly vast) profits. Seeing as each and every member of staff gets a share of those profits, who suffers? Not only the chap claiming the refund but every other member of staff in the company and every single shareholder (i'm sure that there are some on this board). "Only one refund" i hear you say! What if one member of staff in each store did the same...how much would this then total?

I can totally see the managers point of view and agree with the staff members dismissal....why should the rest of us suffer due to other staff members greed?

The money could also be said to be taken from the excess profit made week in week out on Tesco overcharging the uninformed / unaware masses on many goods, in many stores.

spa2k

thepearce wrote:

The money could also be said to be taken from the excess profit made week in week out on Tesco overcharging the uninformed / unaware masses on many goods, in many stores.

I think the point was that the OP thought the member of staff was dismissed unfairly. I was simply representing a different point of view. Can you honestly say that your comment constructively added to the debate?

Joel_4

Bri wrote:

JOEL on this same point a bit ago (I'm working my way up the thread and am on page 107) you said you don't give refunds to people you suspect are looking specifically for mispriced goods (aka non-genuine customers). There is no mention of intent in the mispriced policy so how can you refuse to implement the clear policy on the grounds of your suspicion, (regardless of the basis for that suspicion, proven or otherwise).

No, to be fair, there are people banned from claiming refunds (I actually know two of their last names for two people I can think of) who were apparently blatently abusing the policy.

That decision wasn't actually mine, it was the store duty managers - but I still referred it to them as suspcious and in some cases abusive.

They are, of course, entitled to a refund for faulty products still - but we now refuse to deal with them at CSD (as far as I know, since I left CSD about 8 months ago now).

A common way to track 'suspcious' usage of the refund policy is to take customers names and addresses - but before you all jump and say "Well I'd give a fake address!" we have means and ways

For a start, asking customers for their Clubcard in order to take their details from it - which I specifically ask to use in that way. If that fails, a postcode, which I use the customer lookup tool on CSD to verify the address and people connected (via Tesco information) to that address.

It can be a useful tool to determine people abusing the refund policy (and not just the overcharge policy).

However, recalling situations from my time on CSD, I don't think I've ever refused a genuine overcharge refund, except where the two people above are concerned, and where someone else has made the decision for me (like a duty manager... as they often do, as all high value refunds over £10 must be referred to them at some point).

More often than not people act 'suprised' when I offer them the chance to keep it and a full refund, which is always nice.

I quite often do refund & replace on faulty goods (especially like fruit and veg), but thats not company policy, and just something that I use my own judgement and initiative on.

Likewise goodwill, I was always trusted to give goodwill to customers who I felt genuinely 'needed' it. Most stores however won't allow staff to give goodwill (or goodwill over £2/3) to customers

fwiw the CS people at my local store are great. I do have an irk with a guy on electricals who wouldn't take my MP3 player back (updated the firmware and it never worked again) because I threw away the rather poxy headphones that came with it.

Humm, thats a bit harsh. If I was in a good mood (lol.. only kidding, of course my mood never influenced my service level.. (*cough* <tesco injoke> firelighters </tesco injoke> )), I would have just said to the customer that ok, you thew them away, so would you mind if I opened another, kept the new headphones to send back with the old one, and you just have the replacement unit.

But, of course, that don't work if you don't want an exchange. And yes, spa2k was correct also - the store CANNOT get its money back from the manfacturer without the complete kit back - including remotes, headphones, accessories, chargers, adapters, cases etc that were included!

Oh, and my esculated complaint for today... (cus I thought it might be funny to share it)

"Why is the petrol station closed?"
"Because they are actioning a price change."
"Why does it need to be closed to do that?! Dont you realise customers need to buy fuel?!!"
"Yes, I do appreciate that, however we are required to close the forecourt during the price change process, which I expect to last no longer than 5 minutes"
"...useless, thats no bloody good to me. I wish I'd got in there 5 mins ago and got it!"
"Well, you might be pleased to hear that our inconvenience is making your petrol a bit cheaper today"
"Well... thats ok then.."

And off she marched. lol..Yay, I love this job.

spa2k

Joel wrote:

Humm, thats a bit harsh. If I was in a good mood (lol.. only kidding, of course my mood never influenced my service level.. (*cough* <tesco injoke> firelighters </tesco injoke> )),

JOEL...CHOOSE YOUR ATTITUDE!!

Bri_4

Thanks for the replies.*phew* upto date at last.

thepearce

spa2k wrote:

I think the point was that the OP thought the member of staff was dismissed unfairly. I was simply representing a different point of view. Can you honestly say that your comment constructively added to the debate?

Erm, yes...or do I have to just agree with you or something? I think it's harsh - and the same instance x many argument can be applied to overcharge [inadvertent profit], which is what I did.

jgjet

spa2k wrote:

Well if the store cannot get it right after the balls up with the last one then they deserve to be shown the error of their ways!!!

Once is excusable, twice is unacceptable....especially on such a high value item!

Same result today again! not 1 not 2 but 4 PC's with wrong SEL!
2 under-priced, 2 over-priced!

abijanzo

Guess we must be the kind of 'serial abusers' you talk about Joel as we got £58 r & r in one store then £63 in another today. Again we only bought one of each product.
Kind CS people let us exchange some DVD's from yesterday too.
Strange how different stores have different policies on exchange...some will only let you exchange DVD's for DVD's, others will exchange DVD's for any none food products like toys etc. Some will let you exchange anything from the non food departments for anything else in that dept, whilst others you can only exchange books for other books etc. There doesnt seem to be a consistent policy. Not that I'm complaining - it's nice to exchange useless articles (like the Italian cook book IMO) for something we would love to buy but wouldnt usually splurge on.
It's especially nice to be able to buy toys for our lo's

BTW we always use cash, never give our names and addresses and dont use our clubcards on r&r visits (we aint daft y'know )

jgjet

abijanzo wrote:

Guess we must be the kind of 'serial abusers' you talk about Joel as we got £58 r & r in one store then £63 in another today. Again we only bought one of each product.
Kind CS people let us exchange some DVD's from yesterday too.
Strange how different stores have different policies on exchange...some will only let you exchange DVD's for DVD's, others will exchange DVD's for any none food products like toys etc. Some will let you exchange anything from the non food departments for anything else in that dept, whilst others you can only exchange books for other books etc. There doesnt seem to be a consistent policy. Not that I'm complaining - it's nice to exchange useless articles (like the Italian cook book IMO) for something we would love to buy but wouldnt usually splurge on.
It's especially nice to be able to buy toys for our lo's

BTW we always use cash, never give our names and addresses and dont use our clubcards on r&r visits (we aint daft y'know )

Good on ya !
I came away with £19.90's worth today as well!
Is it worth putting it on the site now that Tesco have cracked onto us!
Think we'll all have to circulate the errors in PM's now! :rolleyes:

nannaC

[QUOTE=--Tony--
It had put me off a bit which is why I have been reading this tread but not posting.[/QUOTE]

Hi Tony, Please please don't let a few remarks put you of posting. I for one always enjoy reading your comments. Perhaps some of the others are just playing devils advocate. Have been busy ripping wallpaper off [8 layers and counting] so have only just caught up with the thread, will say though that it has taken me nearly 1 hour to catch up, you lot out there have more rattle than a tin of marbles [just kidding]