Refused refund in Tesco

mikemac

I'd say most people who do shop in Tesco are aware of the "no quibble" gurantee. If you are overcharged then you get a full refund and your money back.
Customer leaves happy, the store get feedback on their price labels for a sake of a few euro, everyone wins!

But I was refused today.
It isn't serious and I'm certainly not here moaning about a euro or two but I'm more interested in was I right or wrong here. So don't flame me!

Glenisk yoghurt, 69c for 150gm. That's why the price display showed, that's what my receipt showed and I was certainly charged 69c.

But in the last month or two, Glenisk reduced their cartons to 125g.
So I paid 69c for a package that was smaller then I thought was I getting.
Nicely asked customer service for my no quibble refund but I was refused as the price was still 69c.
I pointed out I thought I was getting 150gm but I now getting less, but no chance and I couldn't get a refund. So be it, I left it at that.

Once again, I'm not here complaining about a tiny 25gm of yoghurt but was I overcharged?
I'm 100% certain I was but I failed to convince their staff.

Brimmy

Not sure but the company changed their quantity and gave it to the suppliers who haven't updated yet... you knew the volume of the container when purchasing so I don't think you have a leg to stand on really.

I could (and possibly might) be wrong though.

CFC1969

More a moral issue ....


They do not want to be seen increasing prices presently, so are selling less product for same price (20% increase)

Sharp practice at best, and applaud you for raising it with them

mikemac

Brimmy wrote: »

you knew the volume of the container when purchasing so I don't think you have a leg to stand on really.

I found out after purchasing, clearly stated in my post
I do check my receipt and naturally, yoghurt are the last thing I put in my sports bag so that's I noticed.

Then I did a search here and someone had a thread on Glenisk reducing their cartons.

Cabaal

Yet another case of a customer thinking they know the law/policy.

The policy is:

No Quibble Policy

Our "No Quibble Policy" is our way of showing customers that we always charge the right prices in our stores. It states that: "in the unlikely event of you being charged a price at the checkouts that is higher that the price mounted on the display, we will give you that item absolutely free and without quibble".

As you paid EXACTLY what was on the shelf then they didn't do anything wrong and didn't have to refund you a penny, doesn't matter if the manufactorer has changed its weight (nothing to do with Tesco) you still paid what Tesco advertised...tesco completed their side of the contract when you paid them the money.

You have nothing to stand on

mikemac

Cabaal wrote: »

Yet another case of a customer thinking they know the law/policy.

As I stated twice in my first post, I am not here looking for ways to get at Tesco and start quoting consumer law.
I am certainly not a poster who goes around saying "I know my rights!" and I understand the no quibble gurantee from Tesco is an extra offer.

Let me state it again:
On the Tesco shelf price label its shows:
Glenlisk, 1 x 150gm, 4.60 per kg, 69c
That 4.60 thing is a guess, it's around that anyway

I picked this up, bought it and then wondered why the carton was 125gm.

It's ok for Tesco to put 150 grammes at 69c on a price label but the product is 125grammes at 69c?

Gillo

The had a price up for a 150 gram tub, you purchased a 125 gram tub.

It's pretty much a closed case, you bought something else.

What you could complain about is that they don't have a price displayed for the 125 gram tub, which is AFAIK illegal.

ejmaztec

mikemac wrote: »

As I stated twice in my first post, I am no here looking for ways to get at Tesco and start quoting consumer law.
I am certainly not a poster who go around saying "I know my rights!" and I understand the no quibble gurantee from Tesco is an extra offer.

Let me state it again.
On the Tesco shelf price label its shows:
Glenlisk, 1 x 150gm, 4.60 per kg, 69c
That 4.60 thing is a guess, it's around that anyway

I picked this up, bought it and then wondered why the carton was 125gm.

It's ok for Tesco to put 150 grammes at 69c on a price label the product is 125grammes at 69c?

Perhaps Tesco got stitched up by the the yoghurt manufacturer? Perhaps you should take it up with Tesco head-office.

tony1kenobi

It sounds to me like you've a valid complaint.

Label gave price for a particular measure and you were charged same price for a lesser amount.

It probably isn't worth arguing the toss but I think you are right.

You didn't get what you were charged for.

Shelflife

I dont usually defend tesco , but in this case its prob the fault of the manufacturer, they should have introduced a new barcode for the smaller tub , but prob used the same barcode for the new size.

the manufacters do this all the time, they put price stickers on a product saying 20c off put dont highlight this to the retailer properly or update their product file in time and land the retailer in the crap.

grangeglens

Shelflife wrote: »

I dont usually defend tesco , but in this case its prob the fault of the manufacturer, they should have introduced a new barcode for the smaller tub , but prob used the same barcode for the new size.

i work in another retailer, glensik did change there barcode's for the new size yogurts maybe someone in the scanning dept just copied the old details and never noticed the size change

MagicMarker

FFS, we're talking about 11.5 cents here, that's how much you were overcharged. And you actually attempted to get a refund because of this? I would have laughed in your face tbh.

cast_iron

mikemac wrote: »

It's ok for Tesco to put 150 grammes at 69c on a price label but the product is 125grammes at 69c?

No, it's not.

However, it does appear the yogurt manufacturer reduced the size but left the price the same. The only error Tesco has made is not updating the price tag on the shelf. It was most likely an oversight and should be remedied not that you have made them aware of it.

On the Tesco no quibble refund front, Tesco did not charge a different price at the till so no refund there.

mikemac

Oh, I was expecting these responses when I started the thread, hence why I posted not once, not twice but three times I was trying to clarify a point, not moan about a refund.

Tbh MagicMarker why do you post here?
In post 10 here a few days back you ridiculed the OP with a similar post. I didn't go searching for that post, I just read that thread before posting this one.
Got any advice to offer?

Thanks all for info anyway, cast_iron you seemed to have answer my question

foggy_lad

Shelflife wrote: »

I dont usually defend tesco , but in this case its prob the fault of the manufacturer, they should have introduced a new barcode for the smaller tub , but prob used the same barcode for the new size.

the manufacters do this all the time, they put price stickers on a product saying 20c off put dont highlight this to the retailer properly or update their product file in time and land the retailer in the crap.

i would blame tesco for this as they must not pay much attention to pack sizes when ordering and accepting deliveries into stock! the manufacturer may not have informed tesco of the change in pack size but i doubt this as tesco might then return all stock and refuse to deal with that company again.

it is more likely a management descision where rather than print out new price labels showing the smaller size for the same price tesco decided to use the old labels trying to hide the increase in price and decieving their customers.

MagicMarker

mikemac wrote: »

Oh, I was expecting these responses when I started the thread, hence why I posted not once, not twice but three times I was trying to clarify a point, not moan about a refund.

That's the beauty of boards, you can say it all you want, people can still point out stupidity when they see it.

mikemac wrote: »

Tbh MagicMarker why do you post here?
In post 10 here a few days back you ridiculed the OP with a similar post. I didn't go searching for that post, I just read that thread before posting this one.

Who said I was ridiculing anyone? I was merely looking for clarification.

mikemac wrote: »

Got any advice to offer?

Yeah, chill out, you'll live longer.

chasm

MagicMarker wrote: »

FFS, we're talking about 11.5 cents here, that's how much you were overcharged. And you actually attempted to get a refund because of this? I would have laughed in your face tbh.

Tesco no quibble policy doesnt have a minimum specified so why shouldn't anyone who is overcharged by even as little as 1c get themselves a refund and the product free.

OP If i were you i would bring the matter to the attention of the store manager, chances are they didnt even realise themselves.

Sam Vimes

The manufacturer changed the quantity but kept the price the same. Tesco had a label up advertising the price for a 150g tub because up until recently they were that size. However, had tesco changed the label, only the quantity would have changed, not the price.

The correct price for a 125g tub is 69c. You were not overcharged

/thread :P

artielange

MagicMarker wrote: »

FFS, we're talking about 11.5 cents here, that's how much you were overcharged. And you actually attempted to get a refund because of this? I would have laughed in your face tbh.

As long s its not my 11.5 cents......but wait my wife shops at Tesco's and the kids eat alot of a yogurt....I've been had again but seriously .....oh never mind


I agree with the Op

Brimmy

mikemac wrote: »

I found out after purchasing, clearly stated in my post

I apologize. I misread it the first time and thought that you had known this for the last two months but only sought to raise it now.

Blue_Wolf

Bit harsh, some people are not as well off as others. You have no right to laugh at someone else especially when they are making a point based on principal regardless of whether the amount is 11.5c or 500euro.
If you laughed in my face, I would have smacked you in yours

MagicMarker wrote: »

FFS, we're talking about 11.5 cents here, that's how much you were overcharged. And you actually attempted to get a refund because of this? I would have laughed in your face tbh.

Cabaal

Blue_Wolf wrote: »

Bit harsh, some people are not as well off as others. You have no right to laugh at someone else especially when they are making a point based on principal regardless of whether the amount is 11.5c or 500euro.

Surely if somebody has that many money problems and 11c is alot to them they should stick to buying own brand stuff and not branded products, don';t even waste your time comparing 11c to 500e they are on no level similar

If you laughed in my face, I would have smacked you in yours

Nice to see you think the :P makes violence against someone ok, I suggest you get out more :rolleyes:

Blue_Wolf

Cabaal wrote: »

Surely if somebody has that many money problems and 11c is alot to them they should stick to buying own brand stuff and not branded products, don';t even waste your time comparing 11c to 500e they are on no level similar
Nice to see you think the :P makes violence against someone ok, I suggest you get out more :rolleyes:

The OP is talking about principal not the actual 11c hense my comparisant.

I really dont see how me getting out more has anything to do with us. You being the moderator of this site suggests to me that you spend too much time on this site therefore perhaps you should get out a little more :rolleyes:

I

MagicMarker

If it was a matter of principle then a quick word to customer service to point out their error is sufficient. Getting your knickers in a twist over such a small amount and demanding a refund is just petit tbh.

rubadub

I would not expect them to give it for free, but just offer a refund. The price per kilo was incorrect if based on this, and if you compared with other similar ones it could have appeared cheaper, so it is a real problem IMO. When buying certain items some people will mainly look at the price per kilo, you could argue that this price was wrong so, but Tesco say nothing about their price per kilo labelling, and I wonder if it does even fall under any laws.

I have a strange knack of being able to calculate price per kilo/ml, I have been doing it since I was a kid, long before the shops displayed per kilo prices on standard items. A HUGE amount of tescos "per kilo" prices are incorrect, I see this all the time, never once did I think I could get freebies over it though- and I am a savage for the freebies! I once got fish in tesco knowing was overpriced, so filled up with loads of it and got it all free!

FX Meister

Reduced packaging has nothing to do with the price, and Tesco haven't overcharged you. You didn't deserve a refund and you are just moaning.

MunsterCycling

The item sold and the one described on the SEL are different products, it just happens that they are the same price, which as pointed out is a 20% price rise on the old item. This is the sole responibility of Tesco and doesn't involve the supplier in any way. I'm amazed at the number of people here who think Tesco can just wash their hands of this.

MC

Blue_Wolf

Ya fine I wouldn't be losing the plot, but they cant refuse a refund. Packaging wasn't opened and was returned within an acceptable time period (Didn't even leave the store!)

I agree with rubadub that you are not entitled to a freebie but you should get your money back.

MagicMarker wrote: »

If it was a matter of principle then a quick word to customer service to point out their error is sufficient. Getting your knickers in a twist over such a small amount and demanding a refund is just petit tbh.

Cabaal

Blue_Wolf wrote: »

I really dont see how me getting out more has anything to do with us. You being the moderator of this site suggests to me that you spend too much time on this site therefore perhaps you should get out a little more :rolleyes:

I'm not a mod on this forum so I'm no different to you, your views on moderators is only dragging this thread off topic though I'd suggest you bring them to feedback as this is the norm for people that want to discuss mods in a non-mod related thread

As such I'm not even going to waste my time replying to your mindless rants on that topic.

imho somebody who bitches and moans so much over such a meaningless thing really needs to look at their life again

Cabaal

Blue_Wolf wrote: »

Ya fine I wouldn't be losing the plot, but they cant refuse a refund. Packaging wasn't opened and was returned within an acceptable time period (Didn't even leave the store!)

I agree with rubadub that you are not entitled to a freebie but you should get your money back.

It does not come under store policy though, tesco had the item on sale, it was bought the contract was completed....why should they accept it back?

If its that big an issue the OP needs to speak to customer service or send tesco a complaint, its simple.

foggy_lad

Sam Vimes wrote: »

The manufacturer changed the quantity but kept the price the same. Tesco had a label up advertising the price for a 150g tub because up until recently they were that size. However, had tesco changed the label, only the quantity would have changed, not the price.

The correct price for a 125g tub is 69c. You were not overcharged

/thread :P

so if i advertise 150g for 69cent then change the pack size to 125g but leave the price the same you are paying more per kg than advertised but that is not an overcharge?

Blue_Wolf

Majority of stores have a change of mind returns period. Once returned as sold by the merchant. Ie not opened. I'm not debating whether it's written in their policy or not, quite frankly I dont care its still poor public relations.
I'm a store manager myself and we have our policies but I'm allowed to over ride company policy once I think that under the circumstances it had to be done OR for the sake of 11c I wanted to save a customer!

Cabaal wrote: »

It does not come under store policy though, tesco had the item on sale, it was bought the contract was completed....why should they accept it back?

If its that big an issue the OP needs to speak to customer service or send tesco a complaint, its simple.

Sam Vimes

foggy_lad wrote: »

so if i advertise 150g for 69cent then change the pack size to 125g but leave the price the same you are paying more per kg than advertised but that is not an overcharge?

An overcharge is where they advertise something at a certain price and you are incorrectly charged the wrong amount. Putting up the price of an item either by increasing the price or by reducing the quantity isn't called overcharging because no mistake has been made. It's just called "putting up the price".

Shelflife

look, they left the old label up in error its not a decision by management (im sure they have more for doing) its a simple clerical error . if the op had that problem in my shop i would have changed it or refunded it for him because it wouldnt be worth the hassle of argueing the toss.

theres no conspiracy theory here, in a supermarket there are 1000s of labels , sometimes mistakes are made.

wolfpawnat

Recently I went to Tesco and went for the buy one 12 pack get another 12 pack free actimel offer, I brought them home, thought nothing of it and went to put them on the fridge. When doing this I noticed that one of the packs of 12 was 4 days out of date so I brought it back to the shop with the receipt, I explained it being out of date to the clerk and she said since it was buy one get one free I was not entitled to a full 12 pack I could only get a 4 pack because it cost the same as half a 12pack. I was livid, I would have thought that since the product was out of date I would be entitled to another 12pack!

pickarooney

Don't they display a price per litre alongside the barcode on the shelf? If so, divide and multiply to get the correct amount for 125ml and ask for a refund of that amount.

Read kilo for litre if the product is sold by weight.

Does this suggest they're selling broken up multi-packs separately?

chasm

Wolfpawnat you were entitled to a 12 pack, as long as they still had some in stock.
A lot of those offers are "while stocks last", but if they still had the 12 packs in stock that is what you should have received.

Sam Vimes

pickarooney wrote: »

Don't they display a price per litre alongside the barcode on the shelf? If so, divide and multiply to get the correct amount for 125ml and ask for a refund of that amount.

This product wasn't incorrectly labelled. The label on display was for an old product that they didn't sell anymore and they hadn't got around to removing the label yet. In reality the OP had no idea what they were going to cost when he got them to the till because there was no label advertising the price of that item.

What you suggest would be no more valid than picking up one litre of milk, noticing that the per litre price of a two litre bottle was less and demanding that you pay less for your one litre bottle

wolfpawnat wrote: »

Recently I went to Tesco and went for the buy one 12 pack get another 12 pack free actimel offer, I brought them home, thought nothing of it and went to put them on the fridge. When doing this I noticed that one of the packs of 12 was 4 days out of date so I brought it back to the shop with the receipt, I explained it being out of date to the clerk and she said since it was buy one get one free I was not entitled to a full 12 pack I could only get a 4 pack because it cost the same as half a 12pack. I was livid, I would have thought that since the product was out of date I would be entitled to another 12pack!

Yes you absolutely are entitled to a 12 pack. You got an offer of buy one free and one being gone off doesn't cancel that offer

Joey the lips

You have not a leg to stand on Sorry. Your defining the product not the price and as any shop will tell you its down to the manufacturer, now if you right to the manufacturer and tell them you are not happy, they right back and say Blahhhhhhhh and we reduced the priced to tesco then you still only have tesco on MORAL grounds.They are still doing nothing wrong

Its by the same instance a shop cannot put the price up when a manufacturer gives something with 20% extra free cause it has no bearing on the product price.

I do understand you principle though and think you were right to have it out.

Joey the lips

Sam Vimes wrote: »

This product wasn't incorrectly labelled. The label on display was for an old product that they didn't sell anymore and they hadn't got around to removing the label yet. In reality the OP had no idea what they were going to cost when he got them to the till because there was no label advertising the price of that item.

What you suggest would be no more valid than picking up one litre of milk, noticing that the per litre price of a two litre bottle was less and demanding that you pay less for your one litre bottle


Yes you absolutely are entitled to a 12 pack. You got an offer of buy one free and one being gone off doesn't cancel that offer

Hi Sam if you read consumer law the part entitled "Invitation to treat" and offer and acceptance it will explain this a bit better! Your not tech right but again morals might prevail

Sam Vimes

Joey the lips wrote: »

Hi Sam if you read consumer law the part entitled "Invitation to treat" and offer and acceptance it will explain this a bit better! Your not tech right but again morals might prevail

I know about invitation to treat. This is about an extra policy that tesco have on top of the law that means they'll refund you the full price of an item if it is priced incorrectly on the shelf. These items weren't incorrectly priced because:

1. The price for the 150g tub and the 125g tub are the same
2. The label wasn't advertising the price of the 125g tub and so it can't be said that that it was priced incorrectly. It wasn't priced at all

jahalpin

ejmaztec wrote: »

Perhaps Tesco got stitched up by the the yoghurt manufacturer? Perhaps you should take it up with Tesco head-office.

Tesco never lose out. They'll probably refuse to pay for the yougurts as they were different from the purchase order. They'll probably also fine the supplier

ch750536

MagicMarker wrote: »

FFS, we're talking about 11.5 cents here, that's how much you were overcharged. And you actually attempted to get a refund because of this? I would have laughed in your face tbh.

Last time someone did that I picked up a set of headphones and walked out with them.

They knew if I told their bosses that the staff had tried to take the piss out of me they would be in trouble.

So laugh away bud.

ejmaztec

jahalpin wrote: »

Tesco never lose out. They'll probably refuse to pay for the yougurts as they were different from the purchase order. They'll probably also fine the supplier

Goes without saying.

wmpdd3

Was it natural, raspberry, strawberry or vanilla?

The natural has always been 125g but the vanilla is 150g both .65c

Both packs look the same except for the picture on the lower left hand side.

Did the person check the barcode on the product with the barcode on the SEL.

http://www.glenisk.com/products/yogurts

pickarooney

Joey the lips wrote: »

You have not a leg to stand on Sorry. Your defining the product not the price and as any shop will tell you its down to the manufacturer, now if you right to the manufacturer and tell them you are not happy, they right back and say Blahhhhhhhh and we reduced the priced to tesco then you still only have tesco on MORAL grounds.They are still doing nothing wrong

Its by the same instance a shop cannot put the price up when a manufacturer gives something with 20% extra free cause it has no bearing on the product price.

I do understand you principle though and think you were right to have it out.

Unless Irish law varies wildly from other countries, the manufacturer has no legal right to enforce retail prices and the retailer is entitled to raise or lower prices as they see fit.

pcworldsucks

wohever started this thread needs a reality check, there are people dying by the millions every minute i n Africa and here you are moaning on the internet about been charged an extra 5 cents for a yoghurt, jesus get a grip dude.

Joey the lips

pcworldsucks wrote: »

wohever started this thread needs a reality check, there are people dying by the millions every minute i n Africa and here you are moaning on the internet about been charged an extra 5 cents for a yoghurt, jesus get a grip dude.

The subject is consumer issues not how many people died in africa cause tesco did not deliever a 50g pot instead of a 25g so I think the op is right to raise the subject in consumer issues

Abstar

pcworldsucks wrote: »

wohever started this thread needs a reality check, there are people dying by the millions every minute i n Africa and here you are moaning on the internet about been charged an extra 5 cents for a yoghurt, jesus get a grip dude.

In fairness, the OP stated quite clearly that he wasn't interested in quibbling about his money - he was simply raising the point as a matter of interest.

mikemac wrote: »

But I was refused today.
It isn't serious and I'm certainly not here moaning about a euro or two but I'm more interested in was I right or wrong here. So don't flame me!

...
Once again, I'm not here complaining about a tiny 25gm of yoghurt but was I overcharged?

delllat

OP-U have way too much time on your hands:rolleyes:

scooby the dog

a friend of mine bought 3 frozen pizza,s in tesco, i double and two singles
she forgot her shopping bag so she bought a plastic bag (against her will )and packed in the three boxes in... before she left the shop the bag burst. she went back to the checkout to get a new bag and was refused one unless she paid 22 cent for it..she left without buying one..
she then rang tesco,s to speak to a manager and asked that the check out girl be reprimanded:mad: