Tesco misprice policy discussion area

sarahg1969

That's terrible - which store was this?

I was in the Middlebrook store at lunchtime today, and three members of staff were discussing a refund - saying that they'd had an email from HO about doing their checks properly and that they are trying to put an end to all these refunds (HO, not the store). Looks like Mr T is on to this. But, hey, that's good. I don't mind paying the right price for stuff. I just object to being ripped off.

Get yourself a cup of tea and calm yourself down, Keren.

Sarah

Kenny4315

keren29 wrote:

chicken drumsticks and lamb chops wrong. Just stopped crying through the experience

Went to CS desk, lady disappeared off, came back and said would have to wait for a manager. A man and a woman arrived. I was told straight out by two managers that they would refund it 'this time' but if I did it again I would be banned from the store and stopped from taking items through the till . they said I was abusing the policy, as I had done it a couple of times before (true, 3 times over last 3 weeks) I said I shopped there 3-4 times a week (true) , they said that didn't matter, if it happened again.......I took their names, I said so maybe I should go to Trading Standards, they said, do that if you want, shrugged and walked off.

I wonder if its because your a lady that they feel they can bully you about ? I often get the attempted intimidation routinue but it doesn't wash with me, I always give more than I take and to be honest am a really argumentive sort so don't mind a good old discussion. Once a manager said 'your abusing the policy' 'no your abusing customers by constantly overpicing items','what do you do', 'I'm a qualified chartered accoutant','ooh I'll get the refund'.

I know the two item you are talking about and both are substantially over-priced. They can hardly complain, if items are this far away from the advertised price then its there own fault. I am sure that trading standards and the competition would be most interested in the in depth dosier available on Mr T's here on this thread.

johanne

That is appalling! I work for tesco and id be ashamed and outraged if my manager treated a customer in that way!

I havent had the guts to take advantage of this policy yet though because of the fact im a member of staff and would feel an idiot if it caused a problem like so many scare stories that happen on here... although it might be comical if they called security over like ive heard happen in some cases as my OH is the secuirty guard at the store i work/shop in! LOL

Colin2511

keren29 wrote:

chicken drumsticks and lamb chops wrong. Just stopped crying through the experience:-(

Very upset and shocked. Embarrassed and humiliated. Wish I could get even in some way, but I'm too scared to even go back in there now. Felt bullied and walked all over. Horrible horrible experience.

Hi, which store was it? perhaps we can all go in and make the point for them, other half had similar experience last night, but stood his ground and got his money back - I sneaked in this morning and got 2 chicken off them for annoying us

Remember - THEY ARE ILLEGAL - 2 counts, overcharging you, & if they do not give you your money back then it is mis-advertising, as they have the big board saying this (although they can ban you and probably will my hubby soon)

so name and shame and let them take the rest in your area on !

WELSH-DRAGON_2

Oh dear Keren, that is terrible, no-one deserves treatment like that, in the beginning I got my freebies and was fine, however, since now I appear to get recognised I haven't been actively seeking a misprice. If the item is mispriced then we are correct to go to CS and get a refund, however, it's the reaction of the CS staff I find at times distasteful, and if I was placed in the same situation as you I would feel exactly the same as I do not handle confrontation very well. Maybe you could shop at another Tescos ? Anyway, big hug to you.

bylromarha

keren29 wrote:

Very upset and shocked. Embarrassed and humiliated. Wish I could get even in some way, but I'm too scared to even go back in there now. Felt bullied and walked all over. Horrible horrible experience.

Sounds like you kept your cool in there with the manager, then let it get you on the way home. Well done you for not lettting the manager see how much he got to you.

So what they're basically saying is that if you shop there again, and you get overcharged again then you have no right to claim the lower price for the goods, let alone a refund? Appaling. And illegal I believe.

I'd carry out your trading standards threat, just so they know you know your rights as a customer. I'd also make sure I positioned myself by some overpriced goods and subtly, but loudly, let everyone in that aisle know the the goods are free. But don't buy any yourself, just let lots of other customers know how they are ripped off week after week by inadequate checking procedures.

If you're going to get banned from the store, go out with a bang! And pray that Tesco doesn't get so big that it puts every other food shop out of business in the entire world!!!!

All the best.

purplegirluk1

I have only ever encountered tiny issues compared to this, I feel so awful for you. There is no way that the store manager should be allowed to act like this, if he does then who are we supposed to compalain to?? I really hope that you get an aplology for this upsetting encounter, I am sure that they would realsie that they are in the wrong for being so over the top. I write down every price of every item I buy on my shopping list and find a misprice almost every time I go shopping so its not that odd to get a refund each time you go in I swear! I had one just this afternoon that wasn't something i had been looking out for. Its their faults for making mistakes not ours for being careful with our money! Write them a stronly worded letter and make sure the are aware of the upsetting nature of the managers approach.

I hope you are feeling better now, don't get upset about it just get what you are owed, an apology!

cousinjack_2

keren29 wrote:

chicken drumsticks and lamb chops wrong. Just stopped crying through the experience:-(
.

Oh my God that is terrible! You poor thing! I am in a Tesco store every day getting something! and have never been treated so badly, it is an outrage!

Whirly

She said that the store had already called Trading Standards and that they were 'aware of the situation'.

ROFL. Yeah right...

I vote this for the most outrageous lie of the week award.

Tesco's Manager(TM): "Hello, I'm the manager of the the local Tesco's store"
Trading Standards (TS): "Oh...hello. Er, can we help?"
TM: Yes. I've just had a customer in here. We overcharged her on two items but as we have overcharged her before we believe she is deliberately trying to defraud us. Consequently we are reporting her behaviour to your organization."
TS: You overcharged her?
TM: Yes.
TS: And you've done it before?
TM: Oh yes, all the time. 3 times in the last 3 weeks.
TS: And you feel she should be censured for requesting you refund the overcharge?
TM: No, no. You don't understand. It's our policy to refund the full amount and let the customer keep the item should we overcharge.
TS: I see....so it's your policy.
TM: Yes, but she is abusing it.
TS: Um, how?
TM: She is seeking out overpriced items just to get them for free.
TS: Um...but the items are overpriced, yes?
TM: Yes.
TS: And it's your policy to refund the full cost and give the customer the item.
TM: Yes but she's taking advantage...
TS: You are seriously calling Trading Standards to admit that you have regularly overcharged a customer and then told her that she can no longer request a refund should dhe be overcharged again?
TM: Oh yes. After all, she is defrauding us.
TS: *coughs* Um, aren't you actually defrauding her, breaking trading laws and admitting to me that you intend to deny this customer her rights next time she shops with you?
TM: *silence for a few seconds* Um...
TS: Um?
TM: Er, april fool?
TS: It's September.

TM quickly puts the phone down.

NOW I'll let you imagine his conversation with Head Office where he tells them he reported his own store for breaking trading laws and intent to defraud a customer.

LOL.

nannaC

keren29 wrote:

chicken drumsticks and lamb chops wrong. Just stopped crying through the experience:-(


Phoned Head Office, in tears. Lady apologetic and said would call me back. She spoke to store manager. He said it was an 'ongoing situation' with me, and that I was 'deliberately seeking items that were wrong by a few pence and taking them to CS to get a refund and get the items free'. I denied this (still a bit upset) and said I had better things to do with my day than look at every item in the store. I said I was querying it because I was being careful with my money and checked items as I bought them. Ths store had told Head Office I was looking for 'silly mistakes'. I said, 'so, something wrong by nearly £1 a kg with a big sign in front of it is a silly mistake? and that their mistakes weren't my fault. She apologised, but said this was the stance with the store at the moment. She said the store manager had spoken to me about it - I said, possibly, the last time a manager was called and he authorised the refund (some duck breasts). I said that I had taken advice and would ring Trading Standards. She said that the store had already called Trading Standards and that they were 'aware of the situation'.

Very upset and shocked. Embarrassed and humiliated. Wish I could get even in some way, but I'm too scared to even go back in there now. Felt bullied and walked all over. Horrible horrible experience.

What an awful experience. What a bully. Did you get the managers name and the lady from HO? I know you probably don't feel like it at the moment but a letter to the Chairman marked private and confidential congratulating him on the calibre of staff he employs, who think nothing of bullying a customer in public front of his staff and customers for excersising their legal rights. I had a similar experience recently with a night manager gave as good as I got and than reported him, now take the letter from HO apologising with me just in case, as I have a feeling they are dying to ban me, will go out in a blaze of glory and national press if they do.