Dear Sir,
I saw an offer at Tesco on hot UK deals,  a dinner set reduced to 56p from £18. I used the self scan and it scanned at 56p.  When I got to the till it repriced it to £9.00 and I was told that is what I would have to pay!
When I phoned customer services, they said they can’t honour prices not seen on their site, which I understand, but I would expect them to honour the price it scanned on my handset.
I later received a phone call from the Aycliffe manager who told me the price I scanned was wrong and the price was corrected between me scanning the price and getting to the till.  I explained it was priced on the Internet the same and if he looked he would see a photo with the shelf price of 56p.
Three days after my initial complaint to head office, I was contacted by Tesco customer services and was asked for the EAN number.
The item number confirmed to be showing the price as 56p, so now it seems that Tesco self scan and Tesco head office have one price for an item, but Tesco in Newton Aycliffe charge 16 times more for the same item. They have the price the same as I scanned it,  but refuse to sell it at that price.
I suggested they were using a system which does not work, to which his answer was, “sometimes it works in the customer’s favour and sometimes it works against the customer, unfortunately in this case,  it worked against you”.
Dave S

Tesco Reply . . .

Dear Sir
In response to the customer’s letter I can confirm he is correct in the fact that we do not match the sites of those not related to Tesco in this instance Hot uk deals. This site lets members leave messages on prices that are out of the norm. The price does show up on the self scan scanner at 56p but the gun is only a guide for people wanting to have a running total. In the terms and conditions of using our new scan as you shop service is does stipulate “the total price displayed on the scan as you shop. The hand held scanner is a guide and may differ from the actual saving deducted at the scan as you shop payment area”,
Customers then have the option to have the product voided from there transaction if desired. The shelf edge label displayed the correct price of £9 and was not obstructed in any way, which from a legal point of view is showing due diligence as this also matched the price the customer was to be charged
Guy Sweeney
Deputy Manager