Tesco misprice policy discussion area

smartie1976

It's a very sketchy policy, isn't it!

"And 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. "

JAMBO

Hi,i am a new user so please bare with me.Can anyone tell me how you scan in the cds/ps2 games/dvds on the scanners around the store.I couldnt do it today,i think the security covers were masking the bar-code??.

Angela

JAMBO wrote:

Hi,i am a new user so please bare with me.Can anyone tell me how you scan in the cds/ps2 games/dvds on the scanners around the store.I couldnt do it today,i think the security covers were masking the bar-code??.

Thats right sometimes you cannot scan the item due to the security cover.
So best to move onto the next item and forget about that one.
I havent managed to get around this one,I suppose you could go to the electrical counter and ask them to undo it,but if the price is differant to the sticky label you are scuppered.
Best just to move onto the next thing.

toadyfrog

I got a katherine jenkins cd today as i knew these were mispriced sticker 7.97 scanning at £10 odd, Anyway I couldn't scan it because of the case, so when it went through with the shopping at the right price, I said actually can you take that off as I'm not sure I got the right one.

ampersand

JAMBO wrote:

Hi,i am a new user so please bare with me.

Sorry Jambo, too cold to bare with you(sure way to be banned) - but you'll discover scanners can neither read over thickened plastic ridging on some cases, nor over security tags-it's luck of the draw. Also, some till staff will say they've been told they're 'not allowed' to price-check if a shopper asks in advance of purchase, failing a working scanner.
Persist anyway - just change your mind at check-out time if nothing better.

Every_little_helps_5

Ok folks I need help please...

I have been Verbally BANNED by the store manager from Tescos in Brandon, Suffolk due to the R & R policy. Before I explain what happened I wish to thank everyone who has helped contribute to these forums for some great knowledge and highlighting the amount of over charged items made by Mr. T!

I noticed that the price of Tesco's Finest Parmesan had a SEL £13.06 or £13.08 price per Kilo. The product displayed a kilo price of £17.08. I purchased two of these with the rest of my shopping. I went to Customer Services and told them the pricing error and overcharge. The Store Manager was called to serve me (Eric). I showed him the SEL and product on display and his reply was that I was not overcharged (He removed the SEL), as the price on the product is what I got charged and that was the contract, which I entered into. He would only offer to refund me for the cheese but not to honour the R&R policy! At this time a security guard asked to speak with him (on the side) and I know she has been watching me of late due to the amount of times I have found over-charged goods. I made a call to HQ and they told me he had to honour the R&R (I was using public phone in lobby area) I asked HQ if they would tell the S.Manager but HQ chap was about to finish shift. The S.Manager would not accept what they said and replied: "no-one over-rides my decision".

We are now 20 minutes down the road with this… I mentioned to the S.Manager that I would expect my frozen goods to be replaced due to the situation. He told me that this was not an option!

I made a further call to HQ and spoke with a lady by the name of Lorraine on ext. 56930. Lorraine listened to my report so far and asked me to wait at CS while she called to speak with CS directly. CS would not get involved and put her straight thru to the S.Manager. Then a lady by the name of "Faye" appeared. Faye told me that the S.Manager insists there is no-overcharge, that he would be replacing the SEL back tomorrow however he would be happy to exchange my frozen items.

Lorraine at HQ told me to call her back if I had any more problems. I phoned her back to find out the situation. The S.Manager told Lorraine that there was no overcharge (I believe he didn’t even know what he was talking about!). Lorraine was unable to help, (at the end of the day) he is the 'store manager'. She also mentioned that the S.Manager told her some "other things". <I assume he told her that I am known to his store for finding over-charged items i.e. R&R> At this point I spoke about Trading Standards. Lorraine put it to me that if I were going to mention Trading Standards she would end the call and put the phone down.

I felt awful at this time knowing I could do no more. After a few ‘dirty’ looks from senior staff members I decided that I didn’t want the cheese or the frozen goods infact, I was so unhappy I didn’t want any of my shopping.

Back to CS for a full refund of my entire shop (£19). A team leader was called over to start the process. Eric the S.Manager then appeared. He asked me as to why I requested a refund on my shopping. I said that I had 'changed my mind' (as the policy allows!). CS continued to add up the refund.

At this point the S.Manager told me that I was no longer welcome in his store and with that he provided me with a Verbal notice that I am BANNED from entering his store. I asked for this in writing. He declined and told me this was a verbal notice and if I were to enter into his store he would ask security to remove me! He then told Faye at CS to witness this and the Team Leader to which they both acknowledged. Once again I asked for this in writing. I then asked for what reason I was banned to which he replied "I do not have to give you a reason you are not welcome in my store!”

What are my options, if any? If anyone can give me some advice or help I would really appreciate it!!

Thank you so much for taking the time to read this.....!!

Warmest Regards to all,
EveryLittleHelps

iseethestrals

ampersand wrote:

JAMBO wrote:

Hi,i am a new user so please bare with me.

Sorry Jambo, too cold to bare with you(sure way to be banned) - but you'll discover scanners can neither read over thickened plastic ridging on some cases, nor over security tags-it's luck of the draw. Also, some till staff will say they've been told they're 'not allowed' to price-check if a shopper asks in advance of purchase, failing a working scanner.
Persist anyway - just change your mind at check-out time if nothing better.

as far as i know the girl at checkouts i asked to scan something for me told me their checkouts had changed and they couldnt price check anything with out a team leader. the button isnt there any more

nannaC

Every_little_helps wrote:

Ok folks I need help please...

I have been Verbally BANNED by the store manager from Tescos in Brandon, Suffolk due to the R & R policy. Before I explain what happened I wish to thank everyone who has helped contribute to these forums for some great knowledge and highlighting the amount of over charged items made by Mr. T!

I noticed that the price of Tesco's Finest Parmesan had a SEL £13.06 or £13.08 price per Kilo. The product displayed a kilo price of £17.08. I purchased two of these with the rest of my shopping. I went to Customer Services and told them the pricing error and overcharge. The Store Manager was called to serve me (Eric). I showed him the SEL and product on display and his reply was that I was not overcharged (He removed the SEL), as the price on the product is what I got charged and that was the contract, which I entered into. He would only offer to refund me for the cheese but not to honour the R&R policy! At this time a security guard asked to speak with him (on the side) and I know she has been watching me of late due to the amount of times I have found over-charged goods. I made a call to HQ and they told me he had to honour the R&R (I was using public phone in lobby area) I asked HQ if they would tell the S.Manager but HQ chap was about to finish shift. The S.Manager would not accept what they said and replied: "no-one over-rides my decision".

We are now 20 minutes down the road with this… I mentioned to the S.Manager that I would expect my frozen goods to be replaced due to the situation. He told me that this was not an option!

I made a further call to HQ and spoke with a lady by the name of Lorraine on ext. 56930. Lorraine listened to my report so far and asked me to wait at CS while she called to speak with CS directly. CS would not get involved and put her straight thru to the S.Manager. Then a lady by the name of "Faye" appeared. Faye told me that the S.Manager insists there is no-overcharge, that he would be replacing the SEL back tomorrow however he would be happy to exchange my frozen items.

Lorraine at HQ told me to call her back if I had any more problems. I phoned her back to find out the situation. The S.Manager told Lorraine that there was no overcharge (I believe he didn’t even know what he was talking about!). Lorraine was unable to help, (at the end of the day) he is the 'store manager'. She also mentioned that the S.Manager told her some "other things". <I assume he told her that I am known to his store for finding over-charged items i.e. R&R> At this point I spoke about Trading Standards. Lorraine put it to me that if I were going to mention Trading Standards she would end the call and put the phone down.

I felt awful at this time knowing I could do no more. After a few ‘dirty’ looks from senior staff members I decided that I didn’t want the cheese or the frozen goods infact, I was so unhappy I didn’t want any of my shopping.

Back to CS for a full refund of my entire shop (£19). A team leader was called over to start the process. Eric the S.Manager then appeared. He asked me as to why I requested a refund on my shopping. I said that I had 'changed my mind' (as the policy allows!). CS continued to add up the refund.

At this point the S.Manager told me that I was no longer welcome in his store and with that he provided me with a Verbal notice that I am BANNED from entering his store. I asked for this in writing. He declined and told me this was a verbal notice and if I were to enter into his store he would ask security to remove me! He then told Faye at CS to witness this and the Team Leader to which they both acknowledged. Once again I asked for this in writing. I then asked for what reason I was banned to which he replied "I do not have to give you a reason you are not welcome in my store!”

What are my options, if any? If anyone can give me some advice or help I would really appreciate it!!

Thank you so much for taking the time to read this.....!!

Warmest Regards to all,
EveryLittleHelps

Hi, how about setting this excellent description down in a letter marked private and personal to Sir Terry his address is on web site or I think a few pages ago. They are on a very sticky wicket banning you for being overcharged. As to your previous R&R's mearly point out that you ALWAYS check your receipts BEFORE leaving any store as
A it costs you time and money to return at a later date and
B why should you foot the bill for stores pricing inefficancy [scuse spelling] as you and every other customer in this store have been overcharged on a regular basis, a fact that for you diligence you have now been banned for.
C An employee of his has blatently disregarded both nationally advertised comapny policy and his own customer code of practice, [on web site] we treat every customer etc

leafton

How rude! I can't believe that you were treated like that elh! I don't know much about what you can do next, but from hanging around here quite a lot recently, I know that there will be loads of advice coming your way soon. Just wanted to tell you how disgusted I was to read about your experience. Good luck!

thepearce

Apart from the total balls up by the store manager ........what worries me is what you said about HO CS putting the phone down on you if you mention Trading Standards. I wasn't aware "Trading Standards" was bad language, or rude.....and it stinks that they are steering you away from even mentioning this avenue.

Do as others have said. Write to Tel , If no joy also have a word with T****** S********.