Archive for the 'Tesco' Category

Re: Tesco Fun – Incorrect Pricing

Friday, November 23rd, 2007

So, Tesco have responded. I’m not really sure if I am happy with this response…

Thank you for your email.

I was sorry to learn that you were overcharged when you visited our Kenco Ice Cappio store. I can  understand how annoying this must have been for you.  

I’ve asked our Store Manager to investigate this issue and to make sure that all of the shelf edge labels have the correct price on them in future.

He who will ensure that additional training is carried out with the staff.

Thank you for telling us about this.

If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk quoting TES4343526X.

Kind Regards
Ruth Orchardson
Tesco Customer Service

I suspect that the next step may be to inform Trading Standards? I don’t think “oh, i’m sorry that we overcharged you and other members of the public for about a month” is a very satisfactory response.

Incidentally, they have now finally updated the price on the shelf.

Re: Tesco Fun – Incorrect Pricing

Monday, November 19th, 2007

So, Tesco Customer Services responded. It seems that they didn’t actually read my complaint. Here’s their response:

Thank you for your email.

I would like to assure you that the majority of prices charged in our Express stores are the same as those in all Tesco Stores. There are higher costs involved in operating our Express stores, compared to the larger supermarkets.

Although we do absorb many of the costs involved, in order to give our customers the high standard of service they expect, it is sometimes necessary to charge a little more on a limited range of products. These pricing differences are kept to an absolute minimum.

I can advise that the retailing price is £1.38 however please see above for express and metro stores.

We are confident that for quality of products, service and fuel, we continue to offer the best value possible in comparison to other convenience stores.

Thank you for your time.If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk quoting TES4333538X.

Kind Regards

Jean McKinlay

Tesco Customer Service

And my response:

Dear sirs,

Thank you for your response.

Please note that the nature of my complaint is actually regarding the difference between the shelf price and the charged price of the item in the same store.

Allow me to clarify the problem:

1. The price on the shelf in the Tesco Metro store was 72p.

2. The price charged at the till in the same Tesco Metro store was £1.44

Whilst I appreciate that it may be necessary to charge slightly more for items in your Tesco Metro stores, I find it hard to believe that you can justify the price difference between the price of an item on the shelf in that store and the price charged for the same item in the same store.

Additionally, I have since returned to the same Tesco Metro store (Kingsland Road, London) after mentioning this price difference to a member of staff and the incorrect shelf price has still not been changed.

Once again, please let me know what is being done to ensure that such price differences within the same store do not occur again.

I would also appreciate being told what can be done about staff who neglect to act on complaints in store such as this.

I look forward to your swift response.

Kind regards,

Andy Millar

Lets see what happens now. Maybe they’ll read this email properly?

Re: Tesco Fun – Incorrect Pricing

Saturday, November 17th, 2007

So, I went to Tesco again this morning armed with a camera.

The price on the shelves was still 72p, half the value on my receipt!

It is shocking that the price on the shelf hadn’t changed even 12 hours after I mentioned the inconsistent pricing to the manager.

Evidence:

Incorrect Pricing!

Tesco Fun – Incorrect Pricing

Friday, November 16th, 2007

Some of you may or may not know that I am an avid drinker of Iced Coffee (I am partial to Kenco’s Cappio: Iced Cappuccino).

The last few times I have bought this beverage from Tesco, I have noticed that I am being over-charged. The shelf price was 72p, yet the price on the receipt was a whopping £1.44. Not a huge sum of money, but the principle of it!

Anyway, I confronted the manager of the store about this and was fobbed off…

Here’s the letter I sent to their customer services… I think I was polite.

Dear Sirs,

Can you please confirm the correct price for Kenco Cappio (Single Can, 200ml), barcode number 5 000136 005912.

I regularly shop at the Tesco Metro on Kingsland Road, London and purchase this drink almost every time I shop.

When reviewing my receipt, I noticed that I had been charged £1.44 for a single can (marked on the receipt as “Iced Coffee”). The price marked on the shelf, which has been unchanged for at least the last week, is 72p.

Upon asking a member of staff, who I believe may be the manager of the store, I was told that the correct price was in fact £1.44 as he had “sold at least 10 of them”. He did not bother to check the price on the shelf.

Can you please let me know the correct price, and also what can be done to ensure that pricing is consistent between the shelves and tills. I would also appreciate it if you could let me know what can be done to ensure that staff take questions similar to this seriously. I would have thought that it would at least be polite for him to have checked the price on the shelf, I know I did.

If it helps in any way to identify the store in question, the following string of characters is at the bottom of my most recent receipt:

“16/11/07 21:17 5404 001 1000 3365”

I look forward to receiving a swift response from you.

Kind Regards,

Andy Millar

I await their response with baited breath.