Tesco misprice policy discussion area

xlt_hunter

boltonangel wrote:

last week i managed to get a misspriced mobile, to cut a long story short store manager and head office cust service both said it was a till error rather than an overcharge (stupid i know!!)
i then wrote to the chief exec on tues and rec'd a very prompt telephone call on thurs from a lady at the chief exec office, she said that i had indeed been overcharged and if i called into chorley store they would refund the £169.99, woo hoo!! i then asked her whether this was being done to pacify me, or whether it was infact an overcharge, and she said 'of course it was an overcharge'. she assured me that they have now corrected the till problem nationally - sorry!
went to chorley to collect my £££'s and the cs girl said that there had been a lot of discussion about me that day, and that she couldn`t beleive h.o had been so lenient with me!!!! oh and congratulated me!!!

Thank you bella (a click for u )

Boltonangel any chance of a brief run down of the letter you sent? also the name whom you sent it to?

Thanks

M

wolvoman

jgjet wrote:

Good post, but it would be useful if we knew which phones wasn't scanning the £20 deduction!

Motorola V3.
But going to a till with the least intelligent looking person working on it.

The CS agents usually try to fob me off by saying it is a till error and not an overcharge.

xlt_hunter

Ditto same here at the moment, Moto V3 - battle with HQ tomorrow.

pjala

hmm..... Just got back from Infirmary road Sheffield, where the policy is now "if you are looking for misprices, that is if they believe you are buying the wrong price because you know the SEL is wrong - then they will argue with you, accuse you of fraud, etc. etc." Now I did stand my ground, but if they have a stupid policy statement that is taken advantage of - why is that my problem not theirs?
If you know the price is wrong, and still go through the till - is this morally wrong? I thought we were doing Tesco a favour?
They do make you feel really uncomfortable tho.....
It kind of puts you off.

xlt_hunter

In my point, the phone was priced up as £159.99 or something like that, and saw another sign at reduced to £139.99 so thought the -£20 was from that, but nope it was sold at £139.99 without the -£20 I saw a bargin and needed a new phone - their mistake, not mine - I am going to fight this as I feel I have been ripped off.

MKS

jgjet wrote:

Good post, but it would be useful if we knew which phones wasn't scanning the £20 deduction!

I think that it is across the board. I got a D500 in Bournemouth last weekend and the £20 was not deducted at the till. Went to CS and queried it. Cs explained that the checkout cashier had to manually key in -0.01p then again manually key in a refund of £20.00 giving a reduction of £20.01. She then tried to do this on her till but had to call a colleague because she didn't know how to do it. I told her that I had been overcharged and pointed to their R&R policy. She called two more colleagues who agreed that I should only be refunded the £20.00. Calmly I stood my ground and an 'under' manager was called. She politely explained that the phones were not included as they were a special offer. Equally as polite I pointed out that the sel, in store leaflets and posters displayed the price of £149.97 if purchased with £40 of shopping. She then said that she would refund the money from petty cash so that it didn't go back on my card. The pc slip was written out for £20.00. I refused saying that I had been overcharged for something, was it the shopping or the phone? She then said that she would get the manager. I calmly told her that I really hoped that he could resolve the issue so that it did not have to be referred to HO or the Trading Standards. The manager came and they stood a couple of metres away discussing it and staring at me. The under manager then returned and asked me for my card so that the overcharge could be refunded in full. She even smiled whilst doing it - albeit through gritted teeth! The manager just kept staring. For info purposes, the Italian cookbook is still stickered £12.97 there.

Visited another local Tescos yesterday where the cheese STILL has the SEL of £1.19 or 3 for £3. Larger sign says 3 for £3 or £1.24 each. Packs marked £1.24. Bought two, went to CS for refund. She went to look, returned and patiently explained to me as if I was 5 years old .. Sorry it is not an overcharge the pack price is right it is only £1.19 per unit if you buy 3. I replied that 3 into £3 made them £1 per unit not £1.19. The reply was well that was what it had on the ticket!! A very polite (and patient!) Pardon? from me got the response of I am sorry that you don't understand our shelf labels and only on this occasion will I refund the £2.48!!!!!!!!!!!!!!!!

Good luck with the phone refunds.

jediross

MKS wrote:

I think that it is across the board. I got a D500 in Bournemouth last weekend and the £20 was not deducted at the till. Went to CS and queried it. Cs explained that the checkout cashier had to manually key in -0.01p then again manually key in a refund of £20.00 giving a reduction of £20.01. She then tried to do this on her till but had to call a colleague because she didn't know how to do it. I told her that I had been overcharged and pointed to their R&R policy. She called two more colleagues who agreed that I should only be refunded the £20.00. Calmly I stood my ground and an 'under' manager was called. She politely explained that the phones were not included as they were a special offer. Equally as polite I pointed out that the sel, in store leaflets and posters displayed the price of £149.97 if purchased with £40 of shopping. She then said that she would refund the money from petty cash so that it didn't go back on my card. The pc slip was written out for £20.00. I refused saying that I had been overcharged for something, was it the shopping or the phone? She then said that she would get the manager. I calmly told her that I really hoped that he could resolve the issue so that it did not have to be referred to HO or the Trading Standards. The manager came and they stood a couple of metres away discussing it and staring at me. The under manager then returned and asked me for my card so that the overcharge could be refunded in full. She even smiled whilst doing it - albeit through gritted teeth! The manager just kept staring. For info purposes, the Italian cookbook is still stickered £12.97 there.

Visited another local Tescos yesterday where the cheese STILL has the SEL of £1.19 or 3 for £3. Larger sign says 3 for £3 or £1.24 each. Packs marked £1.24. Bought two, went to CS for refund. She went to look, returned and patiently explained to me as if I was 5 years old .. Sorry it is not an overcharge the pack price is right it is only £1.19 per unit if you buy 3. I replied that 3 into £3 made them £1 per unit not £1.19. The reply was well that was what it had on the ticket!! A very polite (and patient!) Pardon? from me got the response of I am sorry that you don't understand our shelf labels and only on this occasion will I refund the £2.48!!!!!!!!!!!!!!!!

Good luck with the phone refunds.

Hats off to you for standing your ground

xlt_hunter

CS Helpline refuses to know that these phones are "over" charged!

Letter coming now - an one got a name for the main person at Tesco?

MKS

xlt_hunter wrote:

CS Helpline refuses to know that these phones are "over" charged!

Letter coming now - an one got a name for the main person at Tesco?

---

Quote:
Originally Posted by boltonangel
tesco plc
chief exec
terry leahy
baird avenue
dundee
dd2 9xu is what i was given but....

if you add freepost SCO SO43 to the address it means you don`t need a stamp (taken from clubcard address, which is the same)


hope this helps someone



LOL, you might like to try....


Code:

Sir Terry Leahy
Tesco PLC
New Tesco House
Delamare Road
Cheshunt
Hertfordshire
EN8 9SL

...where he actually is

And the correct Tesco Customer Service address is:


Code:

Tesco Customer Services
Freepost SCO2298
Dundee DD1 9NF

Theres a billion postcodes for Dundee CS anyway, one other I can think of is DD1 9HF - but the one above is the one we give out anyway instore.

Curtesy of Joel

richardw

I don't understand how this happens.

Is the SEL printed in store by a member of staff, or do they come from head office?

Is the check-out computer the same nationally or are prices different per store?

How do the errors arise?

If the computer error is national, do i just have to go to my local tesco's and check the SEL for the misprice, or isn't it as simple as that?