Dunnes Stores on Pricing Errors.

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SlurrySlump

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I was in Dunnes Stores Cornelscourt today. We queued at the homewares register for 10 minutes because they only had one person on the till. After we had paid for the product we noticed that we had been overcharged by €2. We immediately went back to the register where the lady on the till insisted that we hadn't been overcharged despite the item being priced at €6 and the till receipt showing a charge of €8. Eventually she agreed with us and without apology said that if we wanted a refund we had to go over to the customer services desk in the far corner of the shop, where we had to queue a second time. After making our complaint about the overpricing and the poor service from the person on the homewares register we were eventually handed back the €2 that we were overcharged. We pointed out that if this were Tesco's we would get to keep the item and a full refund. We also pointed out that they were in a win win situation and we were in a lose lose situation, having to queue twice to purchase the same product. When we asked to speak to a manager we were told that they were on their lunch.
It brought back forceably to me the reason why I shop in Tesco's and not in Dunnes Stores and why I will continue to do so.
 
You should never accept " the manager is on his / her lunch line ". All supermarkets must have management cover at all time to deal with these issues.
 
It brought back forceably to me the reason why I shop in Tesco's
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In my local Tesco if there is a price discrepancy at the till one must go to the customer service desk at the other end of the shop to have it rectified, even though one might have pointed it out at the till at the time of purchase, this has happened to me a few times !:(
 
I posted before about Superquinn, they also send you off to customer service, wait your turn, wait while someone goes to check the price & then they write a credit note and ask you to go BACK to the tills!! All that you get your own money back.....never an apology about the error or the time wasted.

Dunnes gave me a full refund on an overcharge last year.
 
Yes, from what's being posted in this thread it appears the customer is always WRONG !

Dunnes gave me a full refund on an overcharge last year.
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And sure why wouldn't they? I don't think there is a time limit on refunds of overcharges?
 
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Please understand that tills in Dunnes have absolutely no 'priveleges' whatsoever. You cannot do an exchange on them, you cannot give refunds, you cannot cancel an item (without manager authorisation) and you can't alter the price of an item (again..a manager is needed). She could however, have altered the price to the correct price DURING the transaction with a manager, nothing can be done once the sale is over.
She can't do anything about the price discrepancy short of opening the till and giving you €2. If the mistake was that she had scanned the item twice, it could be rectified by giving the till a PTV (I don't know what it stands for) but the point is, it's not her fault she isn't able to rectify the problem and you had to go to customer services. If you're unhappy with how the tills operate in Dunnes, take it to head office.
Dunnes Cornelscourt is huge, there's definitely more than one manager. However, the manager is also not responsible for till procedures and head office are the only ones who are.
 
Regardless if its Tesco, Superquinn or Dunnes - they're all nightmares when it comes to refunds and customer service! However I have to say that Dunnes has more items wrongly priced than others (and for some reason when I go shopping anyway) which is why I am trying to avoid them.
 
I eventually found the contact details for Dunnes Stores customer service on their website and sent them an email. One week on an I have not even had the courtesy of a reply.
 
Because it's much easier to palm someone off with a standard response via email than in person or over the phone.
 
Because it's much easier to palm someone off with a standard response via email than in person or over the phone.
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Why bother having a customer service e-mail address then?:confused:
 
I got a reply within an hour from that email address. I was complaining that a member of staff twice tried to get me to move into the fitting room to breastfeed my baby
 
Precisely because the more people communicate by email, the easier it is to palm them off with a standard response via email, than in person or over the phone
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Slurryslump never got a reply ! not even a "standard response" - after a week !

One week on an I have not even had the courtesy of a reply.
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I was complaining that a member of staff twice tried to get me to move into the fitting room to breastfeed my baby
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Laws against that y'know - but that's a different thread!
 
ubiquitous said:
Precisely because the more people communicate by email, the easier it is to palm them off with a standard response via email, than in person or over the phone
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I didn't even get a standard response from them. Many companies deal with enquiries and complaints via email.
 
Dunnes are stuck in a time warp. Their staff, stores are a disgrace.

Lets hope when the Asda/Sainsburys take over takes place that they sort out the mess.
 
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