Sent to head office:
"Dear Sir,
I was recently in your Spalding store and wished to purchase [an item]
at the shelf-marked price of £1.19. After I had paid for my goods (in
cash) I noted on the receipt that the till price was £1.49, and I
therefore complained to the manager, expecting to receive a refund of
the difference (30p), as is usual practice at all major UK
supermarkets.
Unfortunately, this did not happen, as the manager refused to refund
the difference, saying that the wrong price had been applied to the
shelf as the result of an error and that the store is nevertheless
entitled to charge the price that appears on the till, or can offer
the customer a full refund in exchange for return of the item. He
further advised that this was in the light of clarification received
during a recent staff-training course.
I therefore returned the item and received a full refund.
However, may I please be assured by you that your stores will take
every step to ensure that shelf prices are correct at all times. Many
shoppers do not have the time to check receipts in detail, especially
if a large number of items have been purchased. Also, it is my
experience at Tesco, ASDA and the other major supermarkets that
customer service will continue to offer a refund of the difference
when the store has made a pricing error in the store's favour.
Therefore, I am at pains to understand why [your company] has
discontinued this practice, since doing so can hardly help to further
customer relations and increase footfall.
Yours faithfully,
etc etc"
MM |