Tesco misprice policy discussion area

redfox

RaihanT wrote:

should it be in Quick! Grabbit while you can though?

see my post here - it's one solution to a problem that has been bothering people for quite some time so we'll see if it works

ben500

WELSH-DRAGON wrote:

Do you think that the policy will be worded differently/changed soon ?

Whilst I'm sure at the moment Tesco would like to pull the policy altogether, that is not a very commercially aware decision to make in view of the publicity it would attract and the obvious implication that Tesco cannot guarantee price integrity, whilst all of the other supermarkets are prone to just as many instances they are highlighted at Tesco by the policy and the effect of this thread, so it would be a press feeding frenzy in my opinion and I am sure they are wary of this, the smart thing to do is to revise policy and limit refund and replace to an individual item but still offer refund for any multiple over one unit, that way they could maintain the moral high ground (they have thus far failed to cash in on by the way) the policy affords them but at the same time mitigating the cost of the policy. If they are smart they will learn from the process and ensure refund and replace reaps benefits for them by its correct use and operate it as an early warning sign especially if it was opened up to underpriced items again because in cases like the recent NIVEA offer had someone reported that in order to save themselves a further £2 in a very short time head office would have become aware and alerted all stores and ensured the massive loss they obviously took was reduced to a minimum. Refund and replace policy could and should benefit both the customer and Tesco as the retailer it is only Tesco's own failure to ensure implimentation that it has turned out so much in our favour!

Tony69

Well thats twice this week CS have squirmed out of the smoked salmon overcharge.What am I doing wrong?

Today I noticed the Tesco Scottish Smoked Salmon slices 100g pack had £2.45 on the packet but £2.19 on the shelf.So I purchased six then went to CS desk but after going to get the label they say that the barcode is different and the description wasn`t the same...the only difference in the wording was the word Oak was not on the label but was on the packet,but the words Tesco Scottish Smoked salmon slices were on both packet and label.Yes the barcodes were different, so is this how they managed to get out of their money back and keep the product policy.They said they would honour the £2.19 price but instead I just asked for a full refund.Just a note the Manager was also called but he just said the same thing as the CS girl.I have kept the label with the idea of informing Trading Standards if anybody thinks I have a case to answer.

Also do you have to give your name etc when being given a refund? If so well thats 3 times this week they`ll have me down for refunds.

Just to point out a different store gave me a full refund and let me keep the products for excatly the same items on Wednesday but this same store tonight squirmed out of it on Tuesday so maybe different stores clamp down more on it than others.

ben500

Tony69 wrote:

Well thats twice this week CS have squirmed out of the smoked salmon overcharge.What am I doing wrong?

Today I noticed the Tesco Scottish Smoked Salmon slices 100g pack had £2.45 on the packet but £2.19 on the shelf.So I purchased six then went to CS desk but after going to get the label they say that the barcode is different and the description wasn`t the same...

If the item is displayed immediatly behind the point of sale and is a similar item then you as a consumer cannot be expected to examine small print pack weights etc or any other hyroglyphics they may choose to use in order to distinguish the products themselves, so in answer to your question yes you were entitiled to refund and replace.

the only difference in the wording was the word Oak was not on the label but was on the packet,but the words Tesco Scottish Smoked salmon slices were on both packet and label.Yes the barcodes were different, so is this how they managed to get out of their money back and keep the product policy.

This slight difference in wording is by no means enough to justify not refunding and replacing and is quite clearly a misleading point of sale

They said they would honour the £2.19 price but instead I just asked for a full refund.Just a note the Manager was also called but he just said the same thing as the CS girl.I have kept the label with the idea of informing Trading Standards if anybody thinks I have a case to answer.

You were screwed!

Also do you have to give your name etc when being given a refund? If so well thats 3 times this week they`ll have me down for refunds.

Not at all they have no right to request or retain your information under such circumstances.

Just to point out a different store gave me a full refund and let me keep the products for excatly the same items on Wednesday but this same store tonight squirmed out of it on Tuesday so maybe different stores clamp down more on it than others.[/

QUOTE]


Thats the way it should be done.

dollywops

the Tesco policy as written on their website is :-

if things don't add up

• In the unlikely event that we overcharge you we will give you your money back and you can keep the product.

You are quoting exactly what Tesco says. Therefore, if the price on the packet of cheese is £1.99, and this is what you are charged, then you have not been overcharged.

I tried this in Tesco Watford today on the Finest Emmenthal. Pack price something like £6/8.99 per kilo, with a price of £1.98 on the packet. Shelf price 30p less per kilo. CS offered to only refund the difference. I could not be bothered to wait whilst she weighed the cheese and calculated the difference and got my money back and gave here back the cheese.

Compare the price per kilo on the pack with the shelf edge label price per kilo and where there is a difference the lowest price must be charged, if not you are entitled to a refund at the Customer Services desk - Nowhere does it say this.

Whirly

Hmm, from personal experience every other supermarket is NOT as prone to pricing errors as Tesco.

As long as 8 years ago I stopped shopping at Tesco's regularly simply because I was overcharged on EVERY visit and got heartily sick of spending 20 minutes at CS after every shop.

I have, for 10+ years checked my receipt carefully after leaving each store. My experience of overcharging is this:

Tecos's 100% (overcharged on at least 1 item on every substantial visit)
Sainsbury's 2-3% (Almost exclusively on items where the special offer sign has been put out too early by staff and the computers are not set to give the discount)
Asda 1-2% (Only ever had it on items that have been reduced (going out of date) but have gone through the till at the wrong price)
Morrison's 0% (I don't shop there often nowadays but I've never been overcharged.)

One of the most damning things about Tesco's mis-pricing (IMO) is that every time I've shoped there I have been OVERcharged, never undercharged. And usually by at least 50p (usually £1+). Now correct me if I'm wrong but if these were genuine mistakes then surely they should be 50% Over and 50% under. But no, 100% over.

To give an example.

I regularly shop in Asda nowadays. On around 10-15% of my receipts I *will* find a misprice but in my experience (apart from "reduced" items) it has always been in my favour (undercharged).

I'm not really one for conspiracy theories but look at it this way. If Tesco's have 500,000 customers through their door on an average day (purely an "example" figure, I have no idea of their customer numbers) and 50% of them are overcharged by the same amount I usually am (£1+) then that is £250,000 extra profit each day.

Or £1,750,000 per week.

Or £91,000,000 (91 million) per year.

No wonder they are the biggest growing chain in the UK!

My honest opinion is this: It makes financial sense for Tesco's to run the refund&replace policy while overcharging on 1000's of items because the profit in it is enormous and because of the policy people assume the mistakes are completely genuine and never report them to Trading Standards. And even if TS do get involved the chance of a fine is small, and even if they get a fine well there is still a massive profit minus a small fine.

One of the more interesting things I've noticed recently is that Tesco's won a court case against Asda who claimed they were the cheapest supermarket. Tesco's proved they were just as cheap....but you can guarantee they based the figures they used ON THE MISPRICED SHELF LABELS. For instance, they advertised (on the shelf) their bacon joints at £3.42/kg. Asda too had them for £3.42. However, Tesco's were actually charging £3.44/kg. Asda charged exactly what they advertised.

I hope everyone here gets as much free stuff as possible from Tesco's because if you have regularly shopped with them for a few years then I can almost guarantee you've already paid for it.

BritBrat

Tony69 wrote:

Today I noticed the Tesco Scottish Smoked Salmon slices 100g pack had £2.45 on the packet but £2.19 on the shelf.So I purchased six then went to CS desk but after going to get the label they say that the barcode is different and the description wasn`t the same...

Where was it wrong on the right hand side?

If so it will be wrong/different as thats the price part of the code, and you knew the price was different.

HGLTsuperstar

I got exactly the same salmon, same price and all, yesterday without hassle. If they went and got the label without you, well who knows what can happen enroute? Sounds dodgy, they should have honoured the mistake. And never give your details, it doesn't state in the polict this is necessary so stand your ground. Ask them to show proof that they are entitled to take such info, and also point out you will be contacting the Advertising Standards Agency to report they are breaching thir own policy, and quote the Consumer Protection Act with regards to collection of confidential info, that should make them squirm enough, especially if its loud enough for other customers to hear.

ben500

dollywops wrote:

the Tesco policy as written on their website is :-

if things don't add up

• In the unlikely event that we overcharge you we will give you your money back and you can keep the product.

You are quoting exactly what Tesco says. Therefore, if the price on the packet of cheese is £1.99, and this is what you are charged, then you have not been overcharged.

I tried this in Tesco Watford today on the Finest Emmenthal. Pack price something like £6/8.99 per kilo, with a price of £1.98 on the packet. Shelf price 30p less per kilo. CS offered to only refund the difference. I could not be bothered to wait whilst she weighed the cheese and calculated the difference and got my money back and gave here back the cheese.

Compare the price per kilo on the pack with the shelf edge label price per kilo and where there is a difference the lowest price must be charged, if not you are entitled to a refund at the Customer Services desk - Nowhere does it say this.

That quote is from the website, the instore quote is "And if things don't add up" "In the unlikely event you are charged a higher price than on the shelf or the product we will refund your money and you can keep the product" the slight wording differential counts for a great deal and would bring the example given in line with refund and replace and also infringe trading legislation as a misleading point of sale.

HTH

MarineBoy

if things don't add up

• In the unlikely event that we overcharge you we will give you your money back and you can keep the product.

You are quoting exactly what Tesco says. Therefore, if the price on the packet of cheese is £1.99, and this is what you are charged, then you have not been overcharged.

Interesting - because the sign inside the stores actually ALSO says something like:

"... if you are overcharged either compared to the price on the packet *OR* the price on the shelf - you get the refund and get to keep the item."

That extract from the website is not as inclusive. Is this an attempt at eroding the policy? Well, the extended definition still applies in-store at the moment which is the crucial thing.

In other words, if the price on the shelf is £9 per kilo and the price on the pack is £10 per kilo then a mis-pricing has occured even if you are charged what it actually says on the pack. The spirit of the law as I take it is: "can the average vulnerable consumer be MISLED into thinking that a product is going to cost less than it actually does at the checkout?" The only way to ensure that this spirit is adhered to is to use only the LOWEST of all prices which are visible to the customer during the buying process.

Don't be hoodwinked by individual customer support staff and in answer to the point about variation between stores, it is that and more besides. It also depends on the temperement and training of individual Customer Services staff and any manager who happens to make a decision at the time.