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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to write a stroppy email to tesco customer services

46 replies

tjacksonpfc · 01/02/2011 17:34

Hi all need some perspective here please. I have just sent an email to tesco customer services about one of there stores.

We went in there after school for the dcs to spend there pocket money. They both picked up 2 packets of plastacine each priced up a 97p. When we put them through the till they came up at £1 each. We went to customer services and expalined to the woman behind the counter who went off to find out the price. When she came back she said we were correct and refunded the money.

I no it waqs only 12- but thats not the point how many other people have bought stuff priced up wrong and not realised the shop will be making money off of these people.

My other complaint about them was the way they put things out on there shelfs that are on offer. The dcs wanted a small packet of mini eggs they were priced up at 2 for £1 we pick up 1 packet of them and one smarties egg also with a 2 for £1 pricing no other signs there.

We get the the till for it to come up at £1.60 we query this to be told they arent in the same offer even though they are labeled the same on the same shelf and no sign to say otherwise.

The staff get really stropy when you question things so after this last insident today I have sent an email to there customer services complaining as this is happening on a weekly basis now and only in this store.

AIBU to be really fed up with it and complain.

Sorry for the long post

OP posts:
NestaFiesta · 01/02/2011 17:37

YANBU. They will get away with it unless people complain. You were right to do so.

southeastastra · 01/02/2011 17:42

maybe you should have spent a quid on a dictionary too Wink

mrsgetonwithit · 01/02/2011 17:44

It happens at the Tesco near me all the time..........complain complain complain lol

talkingnonsense · 01/02/2011 17:45

Hey south don't be mean! Everyone deserves decent service, not just people who can spell!

FreudianSlippery · 01/02/2011 17:55

IME It is usually worth complaining. DH went to PC World to get £15 refunded (they'd charged for techguy support which we had refused)

While there DH mentioned to the manager that the cashier had tried to sell us a cable for the (wireless!) printer we were buying - insisting we needed it just for the initial setup. Luckily dad was with us and said he'd lend us his.

Set up our lovely new printer and did not need said cable! I know we didn't buy it so no money wasted but I was really pissed off that he'd tried to sell us something we didn't need.

DH mentioned this and the manager gave him an extra £15 back Shock

Original poster
tjacksonpfc · 01/02/2011 18:11

A dictonary won't cure dyslexia though south Grin.

Its a nightmares isn't it. I don't normally complain but i'd had a bad day today lol Grin

OP posts:
mum295 · 01/02/2011 18:15

My Tesco seems to have the shelves stacked just slightly wrong on some expensive items like dishwasher tablets, so you don't pick up the right ones, the ones on offer.

I'd like to think this was accidental.

It and other things about the store (how can they NEVER have my preferred brand of something in stock?) have prompted me to shop online. So much easier now, and I spend lots less!

emsyj · 01/02/2011 18:16

YANBU - I try and avoid Tesco for this reason. So many offers don't register on the tills and I got fed up of checking my receipt and waiting ages for refunds of petty amounts. I don't know if it's incompetence or whether there is a sinister undertone whereby they hope most people won't notice, but either way it is a PITA.

BecauseItoldYouSo · 01/02/2011 18:34

YANBU - This happens to me all the time at Tesco and drives me insane. They are the worst for it.

They had an offer a couple of weeks ago of 2 cartons (of any kind) of tropicana juice for £3.00. So I purchased 4 cartons. I was charged £8.16 for the 4. I went to customer services and explained what had happened, dug down to the bottom of my packed trolly to pull out the cartons of juice (so they could inspect them). It took the customer services guy 30 mins!?!?!?! to work out that he had to refund me £2.16. This was after showing him the calculation on a calculator and then writing it all on paper so he could understand (he still didn't get it) Confused but refunded the money as there was a queue of about 12 people behind me waiting. (no doubt for errors on tropicana pricing! Hmm.

I went shopping the following week and bought the same 4 cartons again as the offer was still on....and guess what!! Same error, they hadn't sorted it a week later.

I think they take the piss! Angry

brightlightsandpromise · 01/02/2011 18:35

oh don't get me started, absolutely send your email!! They do this all the bloody time with their offers, they put the label for something under something you might actually want to buy and you end up buying the fucking thing, when what it really was a label for was pickled sodding onions!!! Seriously, its bang out of order

DirtyBit · 01/02/2011 20:09

YANBU and for future reference they should be refunding you double the difference.

I bought something that was labelled as £11.96 but was charged £18, when I went to customer service, they doubled the difference, so effectively paid me to take it :o

EricNorthmansMistress · 01/02/2011 20:19

YANBU
I picked three beauty products that were all from the same range, with a big sign saying three for two on XXX range, and all in one place at the end of an aisle. Got charged full price for them, to be told that one of the items wasn't in the three for two offer. The checkout guy asked me if I wanted the third one refunded - umm, no, I've just queued for ten minutes, I wouldn't have bought two at full price, you numpties. Eventually they gave me the third for free but I had to take the guy to the display to show them how misleading it was. For future ref though they do refund twice the difference if they make a mistake, which is good if it's a few quid difference!

welshdeb · 01/02/2011 20:32

I feel your pain. My dd wanted to buy glow necklaces. They wre in a separate display clearly marked 3 for 2. They were only £1 each but when we paid they came up as £3 not £2 so I went to complain at customer services. Woman came back with a tiny yellow shelf sticker saying it was bracelets only. I pointed out the display stand which was quite near to the customer service point and you could read the 3 for 2 clearly. Assistant huffed and puffed but in the end gave me my money back. I know it's only £1 but my dd pointed out that they had probably ripped off lots of children that way.

LatteLady · 01/02/2011 21:15

You might find this website useful as it gives a list of most of the email addresses for CEOs of major companies, including Terry Leahy at Tesco's who will be there until the end of March 2011 www.connectotel.com/marcus/ceoemail.html

emsyj · 01/02/2011 21:15

They've never refunded me twice the difference!!! Thieving buggers.

Original poster
tjacksonpfc · 01/02/2011 21:27

I got twice the differnce today a whole 24p lol. I have had an automated email reply, saying customer services have recieved my email and the promise to be in touch shortly. I'll give them 48 hours.

Thanks for that lattelady I might drop him an email tommrow.

OP posts:
nymphadora · 01/02/2011 21:36

There are threads on mse of people who use this to their advantage. To get the double the difference.

nowadoubledee · 01/02/2011 22:08

I thought it was illegal to charge more at the till than priced on the shelf, I'm sure they can get a fine and that the fine is based on the number of incorrectly priced units on the shelf at the time they are caught...you could shop them to...trading standard? Hit em where it hurts, all they care about is £££

onehotmomma · 01/02/2011 22:13

I know it's not tesco but Asda do this ALL the time. It really pisses me off. I'm forever saying 'no thats supposed to be blah blah amount'. Then they have to get someone to price check and they take ages and then I get dirty looks for holding people up sigh

Ladyofthehousespeaking · 01/02/2011 22:15

They so do it on purpose!
Hate them and avoid at all costs.
Yanbu

readywithwellies · 01/02/2011 22:18

I complained to Tesco (unrelated issue) and got a call from a representative apologising, said he would speak to the store concerned and refunded me my delivery charge.

On another occasion I got a refund due to poor quality bananas

Asda? I complained and got 'sorry but we aren't going to do anything'

FreudianSlippery · 02/02/2011 06:41

OMG really, what did you complain to asda about? They actually said they wouldn't do anything?! Shock

I have found asda to be not so forthcoming with apology gestures FWIW, e.g. Once the delivery was late they refunded a couple of quid. Oh how I miss being able to afford sainsburys - when they were late they gave a ten quid voucher!

nomoreheels · 02/02/2011 08:45

I've been refunded double the difference at Tesco for incorrectly priced items.

If you spot an error on your bill at our Asda and they confirm you're right, they refund you the difference and also give you a £2 gift card.

This is all great, but only if you have time or can be bothered to queue up at the customer service till - as the till you were served at isn't allowed to do these kinds of transactions.

Islandlady · 02/02/2011 08:50

The thing I hate most is that when THEY make a mistake they make you queue up at the customer services desk to rectify it.

Happened to me last week I got charged twice for a jar of coffee about 5 quid.

The queue for customer services was huge, if I had joined it I would have missed the bus to Ryde, if I missed that bus I would have then missed the HOURLY bus from Ryde to home and I wasnt prepared to do that.

I spied a group of self important looking chaps in suits so went over to complain - they told me to join the CS queue.

I told them that if I had to join the queue and therefore missed my buses, they could jolly well refund me all of my shopping about 40 quids worth, and I would be making a scene at CS until they complied - guess what someone opened another CS till and I got my refund in time to get my bus.

I did feel sorry for the other customers in the queue but they should have complained like me.

RandyRussian · 02/02/2011 09:20

I've found recently that till prices are slightly dearer than shelf prices because they haven't amended the shelf price stickers following the VAT rise.

Still a pain though I agree.

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