Have you ever been shopping when you find an item, read its displayed price and decide to buy that item but then when you checkout the cashier scans it for a different price? a much higher price? Yes it happens to all of us and the cashier does one of two things… either apologizes for the wrong price and says he/she’ll charge you the lower displayed price or the cashier just acts like a total %$# and says the display price is wrong.
Well in both cases believe it or not, many well known stores in Canada should give you the item for FREE! Many chains are members in Canada’s Scanner Price Accuracy Voluntary Code.
How does the code work?
If the scanned price of an non-price ticketed item is higher than the shelf price or any other displayed price, the customer is entitled to receive the item free, up to a $10 maximum. When the item has a price tagged, the lowest price applies. When identical items are incorrectly priced, the second one will be sold at the correct price. Under this code you are eligible
What does the code cover?
The Code covers all scanned merchandise at participating retail outlets where the “Scanner Price Accuracy Voluntary Code†sign is displayed at the store entrance or checkout. Note that you’ve probably seen this sign before but never knew what it is. A&P have it posted on every checkout isle.
What happens if two or more identical non-price ticketed items are incorrectly scanned?
Customers are entitled to the first item free (up to a maximum of $10) and the subsequent item(s) at the correct price.
Which stores participate in this code?
Here’s a rough list of participating stores. Please feel free to notify of additions/deletions to this list:
the Canadian Association of Chain Drug Stores (CACDS)
Shoppers Drug Mart
The Groupe Jean Coutu (NB and Ont only)
Lawton Drug Stores
London Drugs
Lovell Drugs
Pharma-save (BC and Sask)
the Canadian Council of Grocery Distributors (CCGD)
Canada Safeway Limited
The Great Atlantic and Pacific Tea Company of Canada Limited
Loblaw Companies Limited
Sobeys Inc.
Metro Inc.
Thrifty Foods
Costco Wholesale Canada Ltd.
Co-op Atlantic
Federated Co-operatives Limited
the Retail Council of Canada (RCC)
Costco Wholesale Canada Ltd.
The Home Depot Canada
Canadian Tire Corporation Ltd.
Toys r Us
Shoppers Drug Mart
Wal*Mart Canada Corp.
Giant Tiger Stores Ltd.
The North West Company
Best Buy/Future Shop ( in implementation stage)
2 Home Hardware franchisees
the Federation of Independent Grocers (FIC)
Thrifty Foods
Overwaitea Food Group
The Harry Watson Group
Longos Brothers Fruit Markets
As well as over 1000 independent locations
Where can I get more details?
http://www.ccgd.ca/en/PriceAcc.html
John says...
This sounds really good, but, how many items are under $10? I had this happen at a store and they said I’m not entitled to anything because the item was over $10. It seems that as long as the items are over $10, the company can still rip you off with the scanner.
dlau says...
then you get $10 off that item
Pat says...
This past weekend Canadian Tire tried to do the same with me, the manager said that I wasn’t entitled to any compensation because the item was over $10.00. So I told him that he wasn’t interpreting the policy correctly. Then he said he wasn’t going to argue with me anymore, and with a gesture of dismissing me he told the cashier to take off $10. Well then the cashier tried to take it off the highest price. I said, it comes off the lowest price. Well another call was placed to the manager and he said that it was off the highest and that was that. So I asked for a full refund, came home and call Canadian Tire in Toronto. A customer service lady took all my information and confirmed that I was correct. A complaint was filed by her and this morning a got a call back from the store that I was dealing with. They apolgized and said that they are going to better inform their managers of this policy. But at this point, to me, it was more about how disrepectful the orignal manager had been to me in front of a busy store with other customers. It was embarrassing. So the story finally concludes with me getting the item at the appropriate price. As consumers, we have to go after what we are entitled to. At the moment the price we are charged is higher than the shelf price, that business is stealing from us. If we take something from them without paying for it, that is stealing. We are all victims of overpricing, we just have to watch more carefully in our busy worlds.
JOel says...
It happened to me at a best buy store 2 years ago. A CD spindle was advertised for 30 dollars in the flyer.
I brought the spindle to the checkout and was told thet it cost 42 dollars; I contested and brought the price tag from the rack were the cd spindles are located. Then they accepted to sell it to le for the advertised price on the tag of 30 dollars. they also have a policy where if an item it falsly advertised then you get ten dollars off your lowest priced item. I ended up paying 20 dollars for a 42 dollar spindle
Charles S. says...
What of a situation where the retailer has stock of a particular product on the floor advertised at a price of $7.49, however the price on the shelf is $3.99. The product scans at the $7.49 price. Should they be held responsible for selling it at the $3.99 price, however having to give me the 1st one free ( as its under $10 ) and each other one at $3.99 ( unless quantities are clearly limited on the advertisement ) ?
Andrea says...
I am always amazed at how many cashiers are unaware of this policy. I often shop at Sobey’s and when I point out the incorrect scanned item, they get a little pissy with me, then go to change the price (after verifying it with someone on the floor). I have to remind them about the policy and say “shouldn’t it be free then?”. Then they have to call a manager, etc. I always get so embarrassed and feel bad for the people waiting behind me. I usually tell the other customers what is happening and tell them to go and buy the same item (as it will be free). No wonder the Sobey’s staff give me such a hard time!
My husband and I got several bags of free Doritos before they eventually changed the price on the shelf. Every time we went shopping there we would pick up a bag and every time it would scan in at the wrong price!
Stacey says...
I had been working with Sobeys for a few years and WAS aware of the Scan Accuracy Poilcy. I had also recently transfered from one Sobeys to another where I encountered a time that the price scanned was higher than the price marked for a product. Knowing the policy and being a Front-End Supervisor I filled out the correct paper work and gave the item to the customer for free. I was later approched by my Assistant Front-End Manager saying that “this is not how we do things in…(city of employment)” and was lectured about how I should not have given this item away free (it was $2.98)! I later found the policy given to the store from Head Office and approched my manager whom was reluctant to even read it and contiuned to say that I did it incorrectly. The moral here is how are the cashiers suppose to know the Policy if the managers themselves don’t know it!?! Try to be understanding with the cashiers they only do what they are told to do (usually)!
Ann says...
Shoppers Drug Mart is ‘famous’ for not honouring the Scanning Code of Practice.
Stacey - you’re absolutely right - the Manager/Owner are the ones who need to be educated.
In my case when I asked to see the Manager/Owner he was extremely ignorant and rude - especially when I asked for a Business Card and mentioned I was going to call Shoppers Head Office & file a complaint.
I filed two different complaints with the Canadian Association of Chain Drug Stores (CACDS) - this is the reply I got -
“Please be advised that your below complaint has been forwarded to the Customer Service department at Shoppers Drug Mart Head Office. Someone will be contacting you shortly.
Thank you,
Coordinator, Industry Issues”
I’m still waiting for someone to “contact me shortly” eight months later!!!
http://www.competitionbureau.gc.ca/PDFs/ct02380e.pdf
Dealing with customers daily: says...
Conditions of the Scanner Price Accuracy Voluntary Code:
• If the scanned price of a product is higher than the Sale or Shelf price the customer is entitled to receive the first item free (if the item is under $10.00). For example if the product Sale or Shelf price is $10.00 but scanned at $12.00, the customer will get the reduction of $10.00 off the Sale or Shelf price. So the customer will pay only zero on the first item only. Rest at the correct price of $10.00.
• If the product scanned retails for over $10.00, the customer is entitled to a $10.00 reduction off the corrected price on the first item only. For example if the product Sale or Shelf price is $12.00 but scanned at $15.00, the customer will get the reduction of $10.00 off the Sale or Shelf price. So the customer will pay only $2.00 on the first item only. Rest at the correct price of $15.00.
Dealing with customers daily: says...
Conditions of the Scanner Price Accuracy Voluntary Code:
• If the scanned price of a product is higher than the Sale or Shelf price the customer is entitled to receive the first item free (if the item is under $10.00). For example if the product Sale or Shelf price is $10.00 but scanned at $12.00, the customer will get the reduction of $10.00 off the Sale or Shelf price. So the customer will pay only zero on the first item only. Rest at the correct price of $12.00.
• If the product scanned retails for over $10.00, the customer is entitled to a $10.00 reduction off the corrected price on the first item only. For example if the product Sale or Shelf price is $12.00 but scanned at $15.00, the customer will get the reduction of $10.00 off the Sale or Shelf price. So the customer will pay only $2.00 on the first item only. Rest at the correct price of $15.00.
John says...
We had a similar experience to the Doritos scenario above. Went to our local Extra Foods Store and bought some bulk salted peanuts. Price on sign was .28 and scanned at .58 so went to front desk and mentioned SCOP and voila a free bag of peanuts. Next Saturday same price still on the bulk bin so filled a bigger bag of peanuts scanned higher so another free bag. After a month the sign was still up and we kept getting bigger and bigger bags of peanuts until we hit the $10 mark. Finally after about 6 times one of the managers walked back with us and took down the sign.
travelgeek says...
Got a box of rice pudding for free after the sign price failed to take into account a price hike. No argument or resistance from the manager.
travelgeek says...
oops, that was from Costco.
Lily says...
hmm I did not know this! Thanks!
Amanda says...
What happens in this instance? - Safeway has a special chicken dinner for $14.00. The clerk scans the barcode for the chicken dinner and then scans the product that comes with the chicken dinner. Is this a scanning issue or just a store screw up?
Thoughts anyone?
Thanks!
alajen says...
They still have to scan the free item for inventory tracking, but it should then discount by the same cost, so you end up getting it free.
KA says...
Sobeys - Penhorn location - I purchased some towels. The price tag indicated $5 each, but they scanned for $8. I advised the clerk at the check out that each towel should only be $5. She called someone to verify the price and it was confirmed the price should be $5 each. Clerk then rang through the towels at $5 each. When she totalled the order, I asked her if I should get the first towel free (instead of $5), in accordance with their scanning code of practise. She advised that since she corrected it at the register, I was no longer eligible for the free item. For me to get the free item, she would have to have charged the $8, and then I would have to have gone to customer service. But since she corrected it at my request, I was no longer eligible. Go figure.
Andrea says...
KA - that is not what the policy states. The fact that it rang in at the wrong price means you get the item for free. I would go back and buy more towels
Stephanie says...
Zellers is notoriously famous for not entering their sale prices into their system. I’m forever getting basically free stuff from them. Just today I bought a pair of jeans for my son…..regular price was $15.99….was on sale for 30% off….should of scanned at $11.19….so less the $10.00….I paid $1.19 for his pair of jeans!
lESLEY says...
I was at Zellers last week and purchased a sale item that rang in wrong.
I mentioned it to the cashier who knew nothing about it and so I went to customer service.
I asked the cashier there who also denied any knowledge of the practise so I asked her to ask her manager.
She dissappeared into the back room and came back and said her manager told her that stores participate on a vomuntary basis only.
No discount and no more business from me,I’ll stick to Walmart.
Wayne says...
I was recently at Wal Mart purchasing a tape measure which was clearly priced on the rack at $13.97. When it was scanned the price came up as $19.97, and I quickly reminded the cashier of the “scanning code of practice”. After several minutes and then some a costumer service manager took the $10.00 off of the highest price of $19.97. I insisted that it should be off the lowest(13.97) or advertised price, and was told no, and had to pay $9.97. Well I believe that I should of got it for $3.97 and still have reservations. Later on that same day I decided to return the item (without the reciept of course) and actually made money from the purchase, as they gave me $19.97 plus tax. Wal mart will return an item without a reciept and give you a gift card for the cash value. Maybe they should of corrected the problem and gave it to me for $3.97 because now I just earned $10.00 +tax ….Thanks Wal Mart..
Jennilee says...
I just learned of this today and got to test it out. I bought a nintendo ds lunchbox case at Walmart that had a tag of $34 but rang up as $36 and I bought a pack of false nails shelf price $6.97 rang up $7.35. I wans’t trying to be a jerk, I really did want these and the other 12 products I bought
I had to go through 3 people and refused to leave until they gave me $10 back and the nails for free. The supervisor was fine with getting me the nails for free but had never heard of the $10 back part and she just walked away! Didn’t even look in the binder another associate was pointing to that had the code all typed out. Then the cashier insisted I wouldn’t get the $10 because the $34 price was for the Wii lunchboxes, not the DS. Finally the manager came, told the girl to take off $10 because this wasn’t about the Wii box, it was about the box in front of her face, and then he asked me to show him where the nails were and took down all 3 price tags (shoulda grabbed the other 2 brands!)
In the end they gave me back $28 (Shoulda been $17, but I wasn’t going to say anything right there)
STAND YOUR GROUND!
Robin says...
In Quebec all stores are automatically liable under that law (except stores that put price stickers on all their items)
kiwi2121 says...
ok…so this only applies to products that do not have a price tag on them..correct…more so a sign or something indicating the price…right????
P$%%^&^_+off says...
Since the CDN $ has reached parity with the US $ some time ago now I am astonished to learn that the OTR microwave/convection oven made by GE model JVM1790SK sells for $539 in the US and for $799 in the CDN store here.
The store mgr I discussed this with explained to me he does not understand it either why but says he cannot do anything about it….duh…
I am not willing to lay down and pay $259 for a bilingual french/english label as that is the only difference here. several additional appliances I checked are in the $200 raNGE DIFFERENCE.
this is absolutely ridiculous and the only explanation I see is RIP OFF!!!
NO STICKERS HERE TO ArGUE with
Alex says...
Interesting subject. Though I would not do this, I did hear an interesting story. With this scanning policy, some people go into a retail store the morning after an ad has expired with the previous weeks ad. Quite often retailers leave old signs or labels up and these customers go around looking for items priced wrong. They end up getting many items for free or up to $10.00 off. I could not do this however.
amycanada77 says...
You wouldn’t even try to rip off/get revenge on walmart alex…
hehehe
just kidding
I know you’d never step foot into a walmart
I actually just heard about this this evening from my boyfriend who’s been a manager in retail for 11 years - I can’t believe I had never heard about it before - but sure enough right there at each of the tills the notice is there! I’m going to check at other stores if they have it posted as well and I’ve just been oblivious. I personally don’t see anything wrong with it - it’s actually quite annoying when the stores don’t do their job and I have to argue at the cash that it’s a much lower price
Example - Petcetera - sale on my canned dog food .99 cents each - I buy 10 at a time (my dog is a beast) and they try and charge me double - this happens at least once a month - why would I pay $20 when I could pay $10 so of course I argue
Talee says...
Save-on’s has their employees out the day the sale starts, so their prices are frequently contridicting the new flyer. I’m personally sick of lazy stores who can’t seem to get their prices to match the till prices. I call them on this mis-match every time, they always want to adjust it to the proper price w/o the discount, unless you tell them it’s free. Hopefully with all the freebies they give out to me they’ll start priceing properly!
Melissa says...
I bought my son SPIDERMAN 3 DVD from Walmart. The Sticker price stuck right to the package states $ 22.89. When I got home I seen that it rang threw at the cash as being $ 27.89. While on the morning of the 20 I went back to Walmart and broght this to there attention. I was told it was a manufactor mistake, and something blah blah about price comparision. So I pointed out the scan code sign on the door under 10 being free over 10 being 10 o the lowest price. THe woman told me that she could give me $4.00 difference that that was all. This Walmart was in Trenton, ON. The same night I went to another Walmart in Belleville and just for the hell it had the sales person check the same DVD and sure enought it was the same. The young man told me he was very sorry and he would tell some right away. So I told him what happend with the other Walmart and was told that I was right. I am wondering how many people have bought this DVD thinking they are paying 22.89 when the price is 4.00 higher. Think about it this way 10 people buy the movie think there paying 22,89 and then pay 27.89 not realizing Walmart just made 40 bucks off these people.
TJ says...
I have printed out the code and plan on taking it with me when I shop. I too have come across many mistakes. WalMart would only give me the correct price, no $10 off because I had corrected them before I had paid! I plan on taking the code in to the customer service desk to show it to them.
I couldn’t get the code from the website site listed above but I did fint it at:
http://www.competitionbureau.gc.ca/epic/site/cb-bc.nsf/vwapj/ct02381e.pdf/$file/ct02381e.pdf
Good Luck Everyone!
Industry Insider says...
In regards to “P$%%^&^_+off” please understand that while an item may be exactly the same as the one being sold in the same chain in the US, that does not mean the prices will or should be the same.
Some very important, but often overlooked reasons for this are:
US chain usually runs independent of the Canadian chain and as such we place our own orders and due to our lower quantities / volume purchases we seldom get the same purchase price as our US brothers.
Shipping charges to Canada are on average 10-15% more than shipping to the US…sorry to say, but by any mode of transit you want to choose, our major Canadian ports tend to be a further distance from China/Taiwan (and these days the majority of goods seem to be coming from there) than the major US ports and as such it costs more for us to bring things in.
Lastly I must also point out that on average a Canadian employee in a retail based job does tend to make $2-5 more/hour than most of their US counterparts due to our much higher minimum wage laws.
However with all that being said, a $259 difference on the item mention is unacceptable and it should be dealt with by the Canadian head office, but unless you and other consumers advise “us” of these differences then unfortunately these things will often get overlooked and fall through the cracks.
Cindy says...
Does anyone know if Old Navy participates in this scanning code of practice? I’ve come across 2 items being incorrectly rung in only to be told they don’t participate and very few stores do. I’m not sure how I can actually find out if they were telling me the truth.
Please advise.
Thanks for your help.
Alex says...
Cindy
If you check the top of this page then it lists the retail chains that participate in this program. Other than that there are about a 1000 independents.
This code of pricing ethics was introduced by the retailers to prevent legislation. I am not sure what you can do with a retailer that does not participate.
Deni says...
Hi All:
Just so you know the right wording is If an (unticketed) item scans at a higher price than shelf label displays then you get it for free up to $10…..over $10 they will take $10 off….For the first one then the proper price…..NOTICE (unticketed)……If it has a ticketed price thios policy does not apply and you will only get it for the ticketed price or if advertised for less then that price NOT $10 off…..Have worked in retail for years and if customers watch their bills and half were honest there wouldn’t be these hassles but unfortunately rude and obnoxitous people spoil it for all….
Rey says...
had the same experience at walmart and didnt honour the code of practice
Ann Andrews says...
I get to use this Law almost once a week. Mostly grocery stores. And almost al;ways I get an additude from the cashier, like it’s coming out of there pocket. Several times I have to argue in order to get the item free, but I do get the item free.They cant refuse its printed right in front of them, there is also a # you can call if they don’t. Yesterday i bought a box of chicken from A&P, the sign said sale $4.99. They charged me $5.99. I din’t notice until I got home. Went in the next day double checked to make sure the sign was still up, went to customer service. She was going to give me only $1 back. I said I get the item free, she said that policy only applies if you catch the mistake while your being checked out, it does not apply if I catch the mistake later. Anyone who does grocery shopping knows to you cant see everything be scanned. I told her she was wrong a law is a law. She gave me the $5.99 back but said she was right. I got my money and the next time I shop at A&P the cashier will be told not to scan anything until I have everything out of my cart and I can watch. Grocery stores are real bad for wrong scanned prices I once paid $7.97 for juice I thought I was buying for $1.97. You must be verbal and stand your ground you will get the item free up to $10.00 anything over $10 you get $10 off the lowest price!!!
Alex says...
Be most careful about pricing when shopping in stores first thing in the morning. What generally goes wrong is the labels and signs are not put up as soon as the pricing systems generates the changes in the stores point of sale systems. Certain days are worse than others such as when the new ads break, or when a major batch of price changes happens.
Please remember the reason for the Scanning Code of Ethics by the retailers, was to prevent the government from creating a law to deal with it. If places like Walmart and other retailers are not honouring the code, then a call to consumer groups and the government will improve their behaviour.
Good luck.
janna says...
I bought a product on sale at Pharmasave shelf priced at $8.99; it scanned at $11.49. I made 3 different attempts to find out if the store followed the scanned pricing code and each time was told all they ever do is refund the difference. Later I researched the issue on your site; it confirmed that PharmaSave is a member of Pricing Policy Code and what their responsibilities are.
The next day I called the manager who advised that no one has ever complained when they are offered a price adjustment and don’t instruct the clerks to follow through with a full refund. Also, as the price had not been downloaded by Head Office the error was not ‘their fault’
Today I went back for my refund. The manager came over but never acknowledged me, just said ‘give her the full refund’ and turned away. There are no signs in the store advising the consumer of the Scanned Pricing Policy. I asked the clerk where the signs are and she said they ‘don’t follow those rules’.
This incident does not promote customer appreciation. If the Manager had been friendlier I would have dropped the issue. However by ignoring my presence and not acknowledging their error I’ve decided to take more action by sending an email to Pharmasaves’ head office, let them know what has happened and request the retailer’s responsibilities be followed through on.
Any other ideas?
Tara says...
Considering the SCOP is a voluntary thing, is there anyway to report stores that continously have scanning differences yet do not follow the SCOP? I was shopping at Zellers the other day and they are nortorious for NOT having any prices match. I found myself arguing with the cashier over several prices. The first item that scanned wrong I notified her and she simply said “I wish they would update the systems”, to which I asked, “Does this tore abide by the scanning code of practice?” she answered “no”, to which I answered “that’s why, they don’t have to be accountable for anything so why bother updating anything, if they had to be accountable they’d lose alot of money doing things this way”. I don’t shop there often but I find when I do I need to write the advertised prices down so I can correct the cashier at the register. How is this fair to the consumers? They almost always give you attitude when you correct them on the prices.
Alex says...
Best thing to do folks is complain to the government.
This whole Canadian Code of Practice Scanner Price Accuracy was invented to prevent the government from bringing in legislation. The problem is that the Code was invented to keep the government off the retailers back. It was not made because of the customers concerns. When they wiggle out like some stores do then it shows that they don’t care about you.
tara says...
I love living in QUebeC! major chains (WALmart, zellers, canadian tire, giant tiger, loeb etc) are required by law to follow this policy and the cashiers know. I didn’t however realize it was in Ontario too!
For example, went to wally world, saw a jersey slip cover for my couch.. shelf price $39.99 (from 59.99) i finish my shopping and take the cart to the cashier. I scan my items and scan the slip cover and it rang in 59.99 WHOA! so, I grabbed the cashier, she makes me take her back to the shelve, she states people move these items around, i told her thats not my fault nor job to know that (descriptions on the tags matched) so i got my slip cover at the adj. price PLUS the additional $10.00 off.. so $29.99 for a choclate brown jersey slip cover! YAHOO!!
Brenda says...
When I worked at No Frills the cashiers were all made aware of the policy during training. Now of course maybe not all were paying attention. But in order to verify we had to get the stock boy to go pull the price label off the shelf and bring it up (which could take forever)
And of course if we voided $10 or more (either because we double scanned something and had to take it off, or “god forbid” typed the wrong code and had to fix something) it took a manager override.
But you are correct that you get the item free to a maximum of $10, so if the item is $100 you get $10 off the “correct” price; which is the lowest price.
Its a great idea but sometimes implementation really sucks.
Cindy says...
I was shopping at Costco the other day. I saw an item with a sigh for $8.99. I decided to buy two of them. They rang up at %16.98. I told the casher the sign said$8.99. They went and got the sign it was for something of the same brand. They would not sell me what I wanted for the lower price. I asked if they had the other item and they said No.I ended up buying only one at the $16.98 and feeling like I had been screwed over. I am deciding if I will continue to buy a membership there when they do not honor what they say they will do.
Donna says...
I bought Advil at Shoppers Drug Mart which was priced on the shelf at $14.99. When I got to the checkout, she rang it through at $15.99. I immediately advised her of the scanning code which she knew nothing about and had to call a manager. When she read it (I keep a copy of it in my purse) she too had to go to someone else to verify it then finally, came back and said they would charge me the lower price. I said “No, that’s not correct. You have to take $10 off the item because I get the first $10 free if there is an error in the price.” She hesitated for a minute then RELUCTANTLY gave me the item for $5.99.
I think the $10 should have been taken from the shelf price of $14.99 but I wasn’t about to argue over a dollar after standing there waiting for 10 minutes already!
This should be a part of the training process for every cashier at every store that participates in this practice.
amycanada77 says...
The Real Canadian Superstore in Kitchener honoured this without me even having to ask! I was shocked - my razor blades rang in at $10.99 they were supposed to be $9.99 - they sent someone to check once I asked them about it and they came back and told me I was right and now get the item for free! No hassles - it was great - I love to shop there!
Kari says...
We’ve definitely used this a few times too, and I’ve always felt slightly guilty about rocking the boat! My father, though, who used to work in retail, reminded me that it’s in place to keep the stores honest…so now I don’t feel so bad!! We were at Walmart a couple of weeks ago doing the diaper and wipes deal when the wipes rang in at $5 over the posted price. I showed the flier to the cashier (which contained the same price as was on the shelf) and he called over customer service. While waiting for the manager, I mentioned the scanning code. When the manager approached, the cashier explained the the wipes rang in at the wrong price and then said “I need it voided - she KNOWS about the scanning code”. I was shocked! Clearly the cashier was aware of the policy and made no effort to offer it, plus made me feel like a bad person for asking. Yeesh!! Now I encourage everyone to stand up for themselves and not let stores take advantage (even if it is accidentally).
Stacie says...
ok,…can someone help me here, i was at walmart today and bought a set of bunkbeds, they were for $179.97, and when it wrang in through the cash register it came up at .01cent, should i not have been entitled to $10.00 off of this item??
Dave says...
Stacie, it only works if the register price is higher than the price shown at $179.97 and only if there is no price sticker on it.
Mel says...
So, what happens when there is a special sale on top of the already marked price?
I went to Future shop a few days ago for the family and friends event. This meant 10% off the lowest price from several items, including the DVDs I purchased. There was clearly a red sale sticker on the movie I purchased stating it was $22.99. There were about 3-4 with a sale sticker and a couple without, which is not unsual for Future shop. At any rate. The sale price should have been $20.50 but it rang up at $22.49. When i asked the sales associate about the sale price he said it was priced wrong. So I emailed Future shop customer service and they referred me to their website and the comment “As per our policy on misprints we reserve the right to correct or cancel sales and orders at any time, as well as edit item information including price to reflect the correction. All things offered on our website and in-stores is an offer to purchase and not an offer to sell.”
I worked in retail for years and we would at least do the sale price on the item and then we would take the sale tag off/down. At Safeway they gave me the items for free, to my surprise for it coming up wrong.
It is only $2.00 but the response from Future shop is annoying….
Please help
JIm says...
I was just at Zellers, the price rang in higher than the posted price. The clerk said “that was yesterdays price.” I said the sign shouldn’t be there…so she rolls her eyes and reduces the price to the correct price. I said “isn’t this item free when the checkout price is rang in higher than the posted price…she said, “no.” I went to customer service and they also said “no”. I guess Zellers doesn’t want to be one of the many stores that honor this policy…which is in place for many goood reasons. First off, it’s an embarrassment for me…it’s annoying to the cutomers behind me…it may well be on purpose (hoping many people won’t bother to say anything…it’s discriminatory to people who may not be able to see their receipt or the till well enough to know they’ve been ripped off. Any store who doesn’t honor this policy is basically stealing…and that is not too strong a word. I, and I hope many of you will also boycott Zellers for not being big enough to honor a system which holds them accountable for their shelf prices. After all, other than the posted price, what are we to use as a reference…psychic ability? Please let your friends know of this policy and let Zellers know you will not shop there for fear of embarrassment and fear of being ripped off. Don’t tell me stores don’t use this to their advantage…those stores that are too cowardly to be part of this fairness program. Just post the price right and there is no problem.
At least the many participating stores give you vindication when you’ve held back everyone in the line-up for 10 minutes while they try to figure things out. It also gives you a chance to explain the policy to others in line…whom which many are not aware…but thankful when they become aware.
I’m not sure if this person working at the Zellers customer service was correct…but they refused to give me the item free…and it was well under 10.00. So, in Zellers in St. Albert Alberta…they don’t honor this policy…not sure if that’s a national policy for zellers or local.
Boycott Zellers…They won’t see my money again after the embarassment they put me through.
One final tip…if I know an item rings in incorrectly…I usually say nothing at the till…just casually walk over to customer service and let the line flow…just takes away the pressure of the customers behind you. Also, make 100% sure of the item you are questioning ie: it’s the exact brand, size, and the specific item that is on sale…often they will put the wrong tag, that isn’t even for that item above or below the item. Not sure if there is any recourse there…though there should be. This too can be used to bait people into buying an item…if they don’t look carefully to seen it is a sign for a totally different item which isn’t even in the vicinity.
amycanada77 says...
Pharma Plus doesn’t follow the scanning code of practice either.
But I keep getting lucky with the real canadian superstore - they follow it %100 no questions asked - you don’t get any eye rolls or attitude - it’s great!!
Annemarie says...
I just found out about this practice today, after becoming a “smartcanadian”! After reading all the comments about how hard it can be to get stores to comply I wanted something to take with me when shopping.
Did you know the Competition Bureau is responsible not just for the competition laws but apparently also 3 major labeling acts? Here is the act as published by the competition bureau. It’s only 7 pages and very easy to read (not legaleeze).
http://www.competitionbureau.gc.ca/epic/site/cb-bc.nsf/vwapj/ct02381e.pdf/$file/ct02381e.pdf
Also, the Canadian Council of Grocery Distributors seems to have it together. On their site they have some PDF info including “scanner price accuracy voluntary code - cashier pamphlet”. It is a basic printout which tells the cashier what the code is and how it works as well as a step by step guide of what to do in case of a pricing error. At the bottom of this PDF there is complaint line listed - 1-866-499-4599. Here is a link:
http://www.ccgd.ca/home/en/PDF/National/English%20Cashier%20Document%20September%202007.pdf
I noticed a consistent complaint in posts to this website that the incorrect price was only spotted AFTER the consumer had left the store. The code does not specifically address this. I have sent an email to the Competition Bureau them asking for clarification. Here is a copy of the email:
“Hello,
I am writing to you today to ask for clarification on the Scanner Price Accuracy Voluntary Code.
The code does not specifically state a time in which the price correction should be addressed. While I understand that it should be done as soon as possible what if I don’t notice the error at the time of check-out? What if I only notice the error on the way to my car or once I’ve returned home?
Although I am currently a resident of Ontario, if the information differs based on consumer location could you please outline these differences by province?
Many thanks.”
Once I get a response I will post the answer.
Power to the people!
Annemarie says...
Received a response…didn’t actually get any GOOD information. Then again it’s only my first letter to them and this is a government opperation afterall so naturally a second and third may be required.
Here is their response as well as my follow up:
“Dear Mrs. xxx,
Thank you for your correspondence. The Competition Bureau is an independent law enforcement agency responsible for the administration of the Competition Act as well as three other federal statutes dealing with the packaging, labelling and marking of consumer products. For more on the Bureau’s role please visit our web site at http://www.competitionbureau.gc.ca.
The Bureau has endorsed the Scanner Price Accuracy Voluntary Code, which evolved from the collaborative efforts of the Retail Council of Canada, the Canadian Association of Chain Drug Stores, the Canadian Federation of Independent Grocers and the Canadian Council of Grocery Distributors. These associations are composed of national, regional and local retailers selling a wide assortment of general merchandise, as well as pharmaceutical and food products.
This Code, implemented in June 2002, applies to all scanned Universal Product Code (UPC), bar coded, and/or Price Look Up (PLU) merchandise sold in all participating stores, with the exception of goods such as prescription drugs which are not easily accessible to the public and price-ticketed items.
The Scanner Price Accuracy Code is a voluntary code and therefore not endorsed by every business. If a Code of Practice problem cannot be resolved at the store level, please call 1-866-499-4599 to register your complaint.
For more information about the code, please consult the following links:
Code of Practice: http://www.competitionbureau.gc.ca/internet/index.cfm?itemID=1294&lg=e
Brochure: http://www.competitionbureau.gc.ca/internet/index.cfm?itemID=1262&lg=e
Thank you.”
And my email to them:
“Thank you for your response, however, it did not answer my question. It simply restates everything I read on the Competition Bureau website. My inquiry was very specific about the timing in relation to receiving a credit.
I want to know what my responsibility is, as a consumer, when a discrepancy occurs. When must I address the pricing discrepancy? Does this have to be done at the check out before paying? What if I don’t notice the discrepancy at that time? Can I go back to the store afterwards to address the issue and if so within what timeframe?
According to Section 1.1, “On a Claim being presented by the customer, where the scanned price of a product at checkout…” and Section 7.1, “When a scanner price error occurs, the cashier will be authorized to implement the Item Free Scanner Policy.”, leads me to believe that I must address any errors before paying the cashier at the time of checkout. Please confirm if this is correct or not.
Thank you,”
Stay tuned…
AngryWhiteDude says...
So the other night in the Argyle Mall location of Wally World I seen those DVD’s that were 2/15 bucks. I only bought the one which shouldmean it was 7.50 right? Wrong! I got home and it was 14.96 plus taxes. Go back in tonight to get my refund and was told they only will honour the price on the sticker, and that I’m SOL in terms of a free product.
So I’ve decided to return as much of the crap I bought that night as possible(most of it was groceries) and tell them I’m returning the items out of “spite”(like that episode of Seinfeld) and that I’m very unhappy with the treatment I received the night I wanted to rectify this.
Alex says...
Walmart is just dishonest. What you took advantage of was an offer that is called multiple pricing. When I have purchased items at retailers, they have always charged a single unit price. eg. 2/10.00 for two or $5.00 for one.
Too bad Walmart is just out to screw people.
ZellersEmployee says...
Ok ok ok….I work at Zellers and I am going to try and defend them just a little bit. We are notorious for items scanning incorrectly…actually, it’s more items being tagged incorrectly. This is a human error, the day a new flyer comes out, sometimes not all the signs are down. We agree to give the price that is up, but we DO NOT participate in the Scanning Code of Practice. The only Zellers that should follow are the ones in Quebec. It is VOLUNTARY, not a law as some above have said it is. At Zellers, we follow our own Competitor Price or Price Match. SO if a store is selling a product cheaper and you have proof (a flyer, or in rare cases we call) then you get it for that price. In the long run, this will save you more money, and on a wider array of products.
This can also go vice versa though folks! From working at Zellers, I know that very often (especially on clothing) things ring up CHEAPER!
We do not pratice the Scanning Code because people ABUSE IT and try and make up prices, or pick things up that other customers have put in the wrong place, or MISREAD signs. I’d about half of “price disputes” I have had the customer has misread the sign. If you can read that it’s Buy One Get One, then I’m sure you can read that it’s on the baby sunscreen next to the diapers, not the diapers themselves!! (just had this happen)
grrrr ppl are very ignorant in this sense and Zellers employees do NOT get paid enough to hear customers rant and rave, I’m sorry.
We will give you the signed price (if in fact, it is signed/priced wrong).
This is just an issue of the squeaky wheel gets the grease…
Leanne says...
This just happened to me today at Extra Foods in MB, the items shelf price was $3.69 but scanned at $5.99. I told the cashier and she just tried to give it to me at the shelf price, she said the item wasn’t over $10 so it wasn’t free….I had to explain to her.
Ta-Rez says...
In regards to “P$%%^&^_+off†you must remember that electrical products made in the US are not CSA approved and if you have an electical fire, after the investigation your insurance can void your coverage and not pay for damages because you were using something not CSA approved.. Something to think about. I do however agree with the fact that the price should be the same.
Another note I worked at a center that serviced US customers and they were constantly calling aout their electical unit causing kitchen fires….Just goes to show that the US have lower standards for appliances.
Victoria says...
I just did my grocery at Food Basics at Neilson/Ellesmere. I was purchasing 5 frozen fish which was labelled at $2.49 and there is a handwritten note that says save 50 cents. But when the cashier scanned the items it showed $2.99. I told her that it is labelled as 2.49 to which she asked for verification and corrected my bill with the right amount. I told her about the scanning code to which she is totally ignorant about. She called one of the other cashier….look at my bill and said “what is the problem? she corrected your bill.” and I said “it does not matter, I should be entitled to one free fish because your scanning is incorrect.” The lady said it does not apply as it got corrected. She said it only applies if the pricing is wrong and I actually paid for it. Not if it got corrected in the first place. So I said I will not be fighting a $2.49 but she should know that her interpretation is incorrect. And I said that Dominion gave me a discount of $10 on my purchases for an incorrectly scanned item (item labelled for $12.50 and scanned for $23.50…total cost of my cake $2.50) to which she replied that I am not in Dominion Stores. I felt cheated but I forgave her because I think she lacks training. Never bothered with the manager as I think it will be the same scenario. I should have though…as a matter of principle. Next time I will have a printed copy of the code with full explanation.
mel says...
wow…must I remind you that this code is voluntary and taking advantage of it would just give the stores more reason to withdraw their participation from this practice.
seapotato says...
oh i never knew about this!! i was ripped off before, coz i was buying a DVD at Best Buy, and the price tag said 8.99 but when it was scanned, it was 9.99! I mentioned this to the cashier and she went over to look and was like, oh sorry that’s only for the full screen versions. only it didnt say that ANYWHERE on the price tag!!! aah, if i had known about this i would have complained and could have gotten the dvd for free.
Shawna says...
I was in RONA today and had the same fight with the manager. I was purchasing a Black and Decker Workmate that was tagged on the floor at 46.97 and it scanned at 53.00. After the ignorant “Head Cashier” called and verified that I was right she claimed to know nothing about the scanning code of practice. She proceeded to call a Manager and he cane up and didn’t introduce himself or anything and argued with me in front of a whole line of Customers. He then went to chack the policy and came back with a bogus paper stating that Rona’s policy is different. I could tell he had no idea what I was even talking about. Funny thing I worked at Home Depot for 7 years and know the policy really well. We are about to begin finishing our basement and Rona is a few blocks away… I tell you they just lost a customer over $10.00!!!! My complaint will not end here… Make sure you file a complaint as well to 1-866-499-4599… We have to stick together!!!!!!
Rona-manager says...
Valued customer;
You are right. The manager should of happily honoured the shelf price. If it scans higher priced , the bin label or sign is the price you should receive without hesitation. I work for Rona and it saddens me that a Rona manager would act the way you describe. I do agree that you should take this further , so that the manager and employee’s know what is the right thing to do and how to treat a customer in the future. Please take your complain to the distict manager of that area,instead of the Rona office in montreal as you will get a faster reasponse. Better yet , I would think that it was a junior manager on duty and the Centre manager would definetly agree with you. I am sure that he/she would like to hear from you about this incident.Please give them another chance as I know full well that the centre manager and would not want to lose you as a valued customer. As an employee and manager for 35 years , I sure would want to hear about this right away so that I could fix this problem and offer my appoligies to you. Regards and appoligieson behalf of Rona.
Tara F says...
I’ve found that most stores are great about abiding by the scanning code of practice. As we all know Zellers does not. Infact just the other day I was shopping at Zellers for a birthday gift for my Nephew. I saw this transformers thing with a sign that said Reg $39.99 on sale for $9.97, so I picked it up. I read on the sign that the sale didn’t start until the next day, HOWEVER the tag was already visible on the shelf. So I took the sign with me upstairs to the cashier to show them. I did this because the last time I was there the sign read something and when questioned at the cashier she called downstairs to the manager who “convienantly” couldn’t even find such a tag where I had picked up my merchandise. Anyways, the cashier stated that the sale started the next day to which I replied. “Yes I see that on the tag, however the tag was on the shelf and it’s your mistake not mine, I want it at the price you’ve got advertised on the shelf”. She went and spoke to someone and than returned to say “Sorry my Manager said I can’t give it to you at that price” to which I responded “I’ve worked in retail, I know how this works, if your store screwed up by advertising the wrong price or by advertising the sale price early, I should be able to get it at that advertised price”, to which she really rudely said “Well my Manager is over there, go take it up with her if it’s a problem”. So I snapped back and said “No, that’s okay, you can keep it” and walked out. I will NOT be shopping at Zellers again. Not only is their business practice shit, they treat their customers like shit.
In regards to the above person who stated they worked for Zellers, I find it hard to beleive that it’s human error that most of the items in Zellers are mislabelled, and if it IS, well it isn’t the consumers fault that their staff are incompetant.
ame555 says...
I was at Zellers on Saturday and (again!) got overcharged. There was a large sign saying peanut butter $1.49, regular price $3.99. Went through the line and was charged $1.99.Went to customer service, clerk seemed very annoyed and I had to go get the sign! It’s only 50 cents, but its my 50 cents! Also this was at 5pm in the day, so I wonder how many people had been overcharged throughout the day?
If the problem is when it’s the first day of sales they don’t have enough time to get all the signs right, then hire more night time staff — this was at 5pm at night, 10 hours after the flyer had started.
I think if a store is confident in their pricing/scanning then why wouldn’t they volunteer to participate in the Code?
Roxy says...
One time at Loblaws, they did honor the code and seemed happy to do so. I had never heard of the code and was simply happy to get my coffee for free.
Fast forward two years later at my local Food Basics. My eggs rang up higher than priced on the shelf. I pointed that out to the cashier. She just looked at me and said, “yes, that’s the price on the scanner, you still want it?” “Yes, I want it”, I replied, nonplussed by her attitude, “but at the right price.” I wish I had thought to check if the complied with the code!
Do I still want it….I get the impression that scanning errors happen to her more often than not.
mel says...
Sports experts says they are exempted from the laws aswell. They were very rude with me. I wish they would listen and learn.
mel says...
http://www.retailcouncil.org/advocacy/cp/issues/scanner_acc/print/scanner_accuracy02_eng.asp
Gives all the info needed
RDA says...
Everyone always have the opportunity to shop elsewhere! Dont get me wrong, I think if a store advertises a price then attempts to charge higher that you as the consumer should be protected. When treated poorly at a store though I would ensure I don’t shop there anymore.
Rick says...
I had been supporting my local independent food retailer in Bragg Creek Alberta, ( Family Foods). The other day I bought a bottle of Advil for what I thought was $14.49. I checked my receipt the next day and they charged me $15.99. I took my receipt to the store that same day and was treated with indifference and a snotty ignorant attitude from the OWNER. I received the whole price back and kept the Advil too. Had they not been so ignorant I would continue to pay higher to support the local guy, but no more.. Hello London Drugs and Super Store for now on. They never argue regarding the scanning code of ethics policies..
lorie turpin says...
does this apply to small convenience stores?
Crabby Anne says...
Giant Tiger in Bolton ON doesn’t comply. Today, a rack of pajamas with a sign mounted on the rack read $14.96. Some tags were marked $14.96 as a regular price and others were marked $19.96. Even after pointing out the very obvious sign I got an argument. I abandoned my purchases and left.
About a month ago the Zellers at 40 Steeles West in Brampton would not honour the “buy 2 get 1 free” signs even though I brought six signs to their attention. Finally a manager sold me my 3 items for the cost of 2, but no $10 off.
I am fed up with how so many simple shopping errands turn into a battle.
Rick says...
Any retail store with a scanner should be held accountable for their sloppy file maintenance. I remember at one time and I don’t know if this is still the law, but if a retailer had enough complaints about incorrect scanner pricing, then that retailer would lose their ability to have scanners and revert back to price tags on every can etc..I worked for Safeway for 20 years and we played by the rules,
Alex says...
http://www.philly.com/philly/wires/ap/news/state/pennsylvania/20081112_ap_passcannerladywinsagainagainstwalmart.html
Pa.’s ’scanner lady’ wins again against Wal-Mart
The Associated Press
DELMONT, Pa. - A Pittsburgh-area woman famous for campaigning against pricing errors at retail checkout counters has won another court case against Wal-Mart.
Mary Bach, of Murrysville, is nicknamed the “Scanner Lady” for her repeated small claims suits against Wal-Mart whenever she is overcharged because of incorrectly scanned price tags. Wal-Mart has been ordered to pay $164 in damages and court costs for violating a consumer protection law when it overcharged Bach for a dress last month.
Wal-Mart says it works to promptly fix such mistakes, but says a small number of errors will occur because it has 4,000 stores nationwide.
Bach’s efforts helped lead to a law requiring the state to inspect price scanners.
,,,
Information from: Pittsburgh Post-Gazette, http://www.post-gazette.com
Alex says...
http://www.philly.com/philly/wires/ap/news/state/pennsylvania/20081112_ap_passcannerladywinsagainagainstwalmart.html
Pa.’s ’scanner lady’ wins again against Wal-Mart
The Associated Press
DELMONT, Pa. - A Pittsburgh-area woman famous for campaigning against pricing errors at retail checkout counters has won another court case against Wal-Mart.
Mary Bach, of Murrysville, is nicknamed the “Scanner Lady” for her repeated small claims suits against Wal-Mart whenever she is overcharged because of incorrectly scanned price tags. Wal-Mart has been ordered to pay $164 in damages and court costs for violating a consumer protection law when it overcharged Bach for a dress last month.
Wal-Mart says it works to promptly fix such mistakes, but says a small number of errors will occur because it has 4,000 stores nationwide.
Bach’s efforts helped lead to a law requiring the state to inspect price scanners.
,,,
Information from: Pittsburgh Post-Gazette, http://www.post-gazette.com
Roxy says...
A-ha! My local Food Basics (Kanata) DOES follow the code! I saw the sign behind a cashier just the other day. But, when I had a scanning error about a month ago, the cashier at the time didn’t do anything special for me other than ask “Do you still want it?”.
Is there a time limit to go back and ask for my free eggs that I was entitled to in the first place? You better believe that I will be making sure the code is followed next time.
inspector gadget says...
Mistakes I just yesterday at the Real Canadian superstore I was overcharged on a meat item with two price stickers attached.after much scanning,trying to correct the price the cashier called the HEAD cashier and she stated”be reasonable sir,the
is the higher sticker and gave me real attitude.
I spend approximately $5,000.00 a year in this store and should not be treated like this.
I left with no remedy, and will report this to 879 contacts in my mailing list.Maybe that will help.At least they will be informed.
Debbie says...
Today, for the third time in this particular Walmart, I have been overcharged on a DVD. Beware consumers..pay attention to ANYTHING you purchase in the electronics section of any Walmart. Most of the products have tickets on them and they WILL REFUSE the scanning code of practise. The DVD gift set I purchased today rang up at $32.83 when the ticket clearly shows $24.83. $8.00!!!! It was a gift suggestion from my daughter who had seen it in her Walmart for $24.83. This ‘ticketed price’ policy is a crock!!! Overcharging is overcharging…someone has to load those prices in and the store should be held accountable for ANY overcharging!! GRRR!
Nicole says...
I work at the Bay (which is linked with Zellers) and I have been told that this is on a voluntary basis, and we do not participate.
And no, I don’t think it’s possible for us to be 100% confident in our scanning. There have been MANY MANY MANY times that a customer’s item has rung in lower than advertised. And the times it doesn’t, I always double check the signs, and if they are correct, then I give them the sale price. If I owned a store, I wouldn’t honour this policy. I would give them the advertised price if it applied to their item, but other than that, no. If we didn’t constantly mark things down, and put things on sale, then it would be easy to keep things straight.
Also, I really don’t consider it “stealing” when something is overpriced. Every store I’ve been into has a screen that shows the price of the item. If you aren’t watching, and correcting any mistakes, then it’s your fault too! If you are using a credit card, when you sign you are agreeing to pay those prices! If you use a debit card, you agree to the price too!
Zoro says...
I don’t know why Canada can’t take this as seriously as the USA,
eg Walmart fined $1.4M
http://www.sandiego6.com/news/local/story.aspx?content_id=f0347e2a-88b7-4885-9a6a-ac8dcd6c70cd&rss=tick
Taget Fined $1.7M
http://cbs5.com/local/target.scanner.overcharges.2.846393.html
Yet in Canada HBC can get away with massive price scanning overcharges, with no intention to do anything about it
Andrea RL says...
This just happened to me at Canadian Tire also. The Flyer showed the item $20 less. I scanned it, and it came up with the original price of $49. The manager (J—-) was really ignorant to me when I mentioned this. This happened just before Xmas 2008 (December)
He tried to tell me that ONLY applies if the item total is only up to $10. I told him I disagree. The Canadian tire manager (J—-) the yelled at me, in front of other customers and then told me *I was banned from the Store*. This all took place in front of other morning customers, and IN FRONT of other staff (M–, for example)
I kept the receipt, and the flyer to prove this. This is my second big problem with Canadian tire. Before it was a faulty piece of garden equipment. i told this manager I would be calling (again ) head office.
Funny, then I was called into the office, he did end up apologized to me - but I still never got my $10 off due to the scanning error. I was also told I am NOT banned from the store, and that I could shop there any time…
THIS STILL DOES NOT FIX HIS YELLING AT ME, IN FRONT OF OTHER CUSTOMERS, AND THREATENING TO BANNED FROM THE STORE BECAUSE I KNEW THE SCANNING CODE OF PRACTICE….AND HE REFUSED TO HONOR IT TO DATE….NOTHING WILL EVER FIX THAT.
Perhaps he should learn the facts - and I have every right to speak up about it. Anyways, I may still contact the head office as I have the original receipt, and the flyer to show that it did scan wrong, and that I was not given the discount in any shape or form.
It is a long story here - as there is MORE — but this is the basics…..I do not care IF he apologized to me or not —–he had NO RIGHT TO YELL AT ME, OR IN FRONT OF OTHER CUSTOMERS BECAUSE OF THEIR ERROR.
I think I should still call head office about this. It was totally unacceptable to the point that I was publicity embarrassed, and made to cry…for his ignorance.
Al says...
I work in retail.
Our store gets people purposly trying to find things that ring up wrong…
Get lives people
Virginia says...
I was charged a higher price than posted at Chapters Indigo. While my family waited in the car, I had to go back in to get a price adjustment. Twenty minutes later I got only the difference between the posted price and the price charged. So, I wrote to Chapters Indigo when I got home. Here is their reply:
Thank you for contacting Chapters Indigo Online regarding The Scanning Code of Practice.
What you are referring to is The Scanning Code of Practice is a voluntary code and is not Canadian Law. Participating retailers display a sign on the entrance doors and at the till that states if they are part of The Scanning Code of Practice. At this time Chapters Indigo does not follow this code and we apologize for any inconvenience that you have experienced.
If you require any additional assistance, please feel free to contact us.
Thank you for choosing Chapters Indigo Online. Books, Music, Movies and More.
Sincerely,
Kyle 25458
Customer Service Team
http://www.chapters.indigo.ca
Chapters Indigo Online
I think of the $10 price absorbtion as paying the customer for the time and effort required to correct the store’s mistake. I expected a completely different response from this company and now I don’t think I’ll be “choosing Chapters Indigo” any more. Shame on them for not adhering to this widely-accepted policy.
pookie says...
Make sure you know the stores that participate in this policy!
Most stores participate but make an effort to hide the sticker so customers cannot see it (food basics and wal mart in Toronto, Ontario). Educate your friends and family.
Happy shopping!
Ripped off says...
Need to understand this practice. Does this mean this code only applied is the item i purchased has no price ticket attached to the item? What if the reason I bought the item is it has a price ticket in it and when it scans, it has the wrong price?
Ripped off says...
I bought an item that has a price sticker on it saying 2.99. It scanned at 5.99. I told them to look at the item as it has a price sticked into it. Cashier called up another person to validate to check the price and he was told 5.99 so I argued and said it clear shows a big 2.99 price sticker on the item he was holding. They said I was not entitled to the free item but that I pay 2.99 (despite a second check of a manager going bck to the shelf and validating the price which she confirmed is 2.99) and still asked me to pay 2.99. Is that correct because the item has a price sticker?
Manish says...
Thanks Walmart for the FREE picture frame today!
Price Display 5.97
Scanned Price 6.97
FREE FRAME!
There was no issue or hassle from the Walmart sales staff! Very cooperative!
Janet says...
Tip
Go into Walmart right after their ad change with the previous weeks flyer and check prices. Pick up one each and had for the checkout. Get lots of free items since they don’t change the labels in a timely fashion.
Have fun shopping for free goods.
PS. They aren’t usually as cooperative.
ziplock says...
Re: Janet’s Tip above
I love bargains, discounts, & freebies (promotional); however, that’s quite the abuse of “Canada’s Scanner Price Accuracy Voluntary Code”. It was meant to curtail abuse by retailers, not so consumers can work the system. I hate paying more in the long run ’cause of shoppers like you. I wonder if many customers let retailers know if they have been under charged..
Happy Hunting..
Ziplock
Bonya says...
I bought a set of 2 sippy cups for my 6 month old daughter today at Superstore. The price labeled was $8.24. After going over my bill before leaving the store I noticed the cups scanned at $9.69. I went to the customer service counter and the employee had another go check the item on the shelf. Sure enough the price showing was $8.24. She asked me for my telephone number and then processed the change. She then handed me $1.69 for the difference. I questioned her and asked her why she wasn’t following the Scanner Code of Practice and not giving me the cups for free. The employee replied , “Oh, you have to say that before we process the change.” I wasn’t about to argue with her as she already seemed to be quite uncooperative. I know Superstore, or any Loblaws retailer follow this practice. Is it true I need to ask for my full refund for it to apply? Thanks.
ziplock says...
Bonya,
Sounds like you are entitled to a free item since Loblaw is a participating member.
Ok, here is the “Consumer Complain Process” as defined by the “the Code”.
1) When a scanner price error occurs, the cashier will be authorized to implement the Item Free Scanner Policy.
2) A customer dissatisfied with the cashier’s decision will be directed to the store manager or supervisor.
3) If the store manager or supervisor cannot resolve the dispute, the customer should be directed to a designated company representative.
4) The time period for considering a particular complaint should be left to the discretion of the retailer. However, generally complaints should be resolved as expeditiously as possible and, in any event, no later than one month after the error is alleged to have occurred.
5) In the event that the dispute between the retailer and the consumer cannot be resolved:
..(a) either party may refer the complaint to the Scanner Price Accuracy Committee; and
..(b) if the dispute remains unresolved it may, at the request of either party, be referred to a designated arbitrator on a cost recovery basis.
Register your complaint with a Scanner Price Accuracy Committee by calling 1-866-499-4599
Good lucking and happy hunting..
Ziplock
PS: Remember, this is just a “voluntary” code. Also there are few exceptions..
1) Not apply to goods not easily accessible to the public (e.g. prescription drugs and behind-the-counter cosmetics)
2) Not apply to individually price-ticketed items
3) Not apply in provinces or territories where existing legislation or regulation covers these concerns
4) Only ONE item is eligible on multiple unit purchases
5) Policy applies AFTER the final sale price of the purchased item has been displayed at the checkout, INCLUDING relevant rebate, discount or promotional coupons.
6) Not apply if the barcode or shelf label for a given product has been (or appeared to be) tampered with
7) Not apply to a product where, in respect of that product, the law:
(a) establishes a minimum price (or specified price); or
(b) does not permit the retailer to offer a discount or a rebate.
Regarding #7: Many companies now participate in so-called Minimum Advertised Price(MAP). This is where the manufacturers mandate specific prices for certain items. I’ve posted some info in the “Canadian Shopping Discussion” forum.
Craig says...
Loblaws does honour the code and you are entitled to the full refund. I work there.I would suggest that you go back and talk to the manager. In most cases it is the employee who does not understand the policy. However it is the company that should make sure they do.
Bonya says...
Thank you for your responses; much appreciated.
Grambo says...
I brought 2 cases of Purina dog food to the Zellers cashier, but one case had a can missing. The full case scanned properly at $24.99. For the partial case, the cashier scanned one can at $.01, called a supervisor who explained they don’t sell the cans individually, but only by the case. I pointed to the Zeller’s pricing policy sign which promises lower of ticketed, advertised, or scanned price. There was no ticket or advertised price, so I asked for the scanned price of $.01. Supervisor calls the manager who says to calculate the price of 23 cans based on the case price. I contected Zeller’s customer service via email and they explained that the scanned price was due to a technical error and is therefore incorrect.
They will not honour the posted pricing policy, so I asked to speak with management or I will call the CEO.
What else can I do??
ziplock says...
You have the right to get your case (23 cans) of dog food replaced with a full (24 cans) case or you have an option of receiving your non-full case of cans pro-rated. Important part of your statement is that “they don’t sell the cans individually”. Regardless what it scans at the till, the supervisor stated that they don’t sell cans individually. Also, you stated that there were no tickets or advertised price. That also backs up the supervisor’s statement. So this has nothing to do with honouring “the posted pricing policy”. How can you honour a price on something that is not for sale?
Let’s put it this way. I went into a store a while back and saw one of the store’s newer display cases still had a price tag on it. I thought that the store was lucky to get this beautiful display for that sticker price. But at same token, I knew it is not “for sale”. Would I demand to buy that display case for the sticker price even though it was not for sale? (price sticker attached looked similar to the store’s stickers)
Also, I’m sure you’ve seen multi-pack bonus items, where the manufacturers package many items into one pricing. If you break the pack and scan the individual items, you might get different prices (some higher or some lower than individual shelf price), but the overall package price you pay will likely be lower than buying all items separately. Would you break the pack and take out just one item that is cheaper than the shelf price and demand lower pricing? I hope not. Since the store does not sell cans individually, what do you think happened to that one can? Someone actually bought it??? More likely someone walked away without paying for it.
Sounds to me that you are simply trying to manipulate the scanning code for your own benefit. It applies to discrepancies BETWEEN the displayed price of an item and its scanned price at the till. In your situation, since there were no loose cans stocked and ticketed on the shelf available for sale, you have no case.
Happy Hunting..
Ziplock
Craig says...
Ziplock is right. Grambo is just trying to bend the system.
It is important to remember that many other customers break open case sale items so they can try to buy single units of products.
This often happens with 6 packs of pop for another example.
In conclusion I would suggest that ‘the customer is always right’ is a cute saying but in reality is not always the truth.
Sandy says...
I saw a bodycare gift set with a shelf tag that shows that it was on sale for $10, RRP $19.99 at the Shoppers Drug Mart in Sunwood Square in Port Coquitlam, BC. After I paid for it, plus a bunch of other items, I noticed that I was charged $19.99 on the receipt. When I went back to the cash register, I was told that I would be given a refund of $19.99 and they’ll ring it in at the correct sale price. I pointed out that is not how the code of scanner price accuracy works. The item should be free since I am allowed up to a max of a $10 discount for one item. The manager there was a real piece of work. She claimed that it is $10 off the RRP. I kept insisting that it was not. I was treated as if I was trying to steal from the store. I finally found the tiny little sign that was posted by the cash register and had her read it, which CLEARLY states that it is the shelf price, not the RRP. She then told the cash register to give it to me only this time and that she’s going to call the phone number posted on the sign. All in all, I wasted over 10mins dealing with them, and they were so rude and acted as I was trying to rip them off the whole time. On another note, I have had to deal with this manager before when I use my Save.ca coupons for other items. She’ll claim that I can’t use them for the items unless they are RRP. What is THAT all about?
Marion Z says...
I have obviously had a better experience than most. Wasn’t even aware of the Scanner Price Accuracy Code until about a year ago when I was shopping at Food Basics in Markham. Bought a package of tortillas that scanned in at a higher price than the posted shelf tag. When I asked the cashier about it, she directed me to the customer service window. I was only interested in getting back the difference but the employee at customer service told me about the policy and insisted I take the item for free. Now how is that for customer service?
Clarty Breeks says...
On various occasions I’ve been told that the code doesn’t apply if the cashier hasn’t finished ringing my entire order through (i.e. if I notice a price difference as soon as it’s scanned.) This happened once when there was only the single item, but the receipt hadn’t actually been printed. As far as I’m concerned the code should apply right after scanning. Any opinions?
ziplock says...
Clarty,
There’s a difference between “should” and “is”. According to “the code” (section 1.3), it only applies after the final sale price of the purchased item has been displayed at the checkout, including relevant rebate, discount or promotional coupons. Theoretically all “relevant rebate, discount or promotional coupons” need to be taken into account and these usually happen at the end. If I were you, stay quiet till the cashier is finished. :O)
Happy Hunting..
Ziplock
Catherine says...
I used to work at Zellers, and although the company is famous for not having the correct price scan ziplock and craig are right. Often times customers are trying to scam and tear open a case and try to buy the single items, even though the company doesn’t sell them as singles and does not advertize in any way as a single item. Eg. 12 pks of soda. Their scanning code of practice is stated on every register - the customer gets the lowest advertized, ticketed, or scanned price. The cashiers know the policies, but I know at the store I worked we had a lot of pretty shady characters shopping there and tag switching was a big thing. The cashiers were always told to be very particular - if something doesn’t seem right it probably isn’t. It’s not the cashier’s fault, but the management who expect the ‘lowly’ employees to follow rules and regulations that they themselves won’t if pressed. That said, Zellers has so many problems with their scanning systems that really do need to be addressed by HO, but as long as they’re allowed to do it they will probably never spend the cash to get things in order.
Rox says...
I don’t know if Pharma Plus (Rexall) follows the code but they would rather do anything than process a refund when it was their fault. After double checking the sign, I brought two boxes of Royale tissue to the cash. They were supposed to be 59 cents; they rang up at $1.29. I showed him the sign that proved I was right. Rather than process the refund (which can be lengthy and cumbersome), he offered that I take three additional boxes, at no cost. I took him up on his offer.
Mind you, this was at night when there was few people around and we had the time to deal with this leisurely.
Manish says...
I was at the Zellers at the Bramalea City Centre in Brampton and the Customer Service girl said that that store does not follow the Accuracy Code
After reading this thread - Zellers does indeed follow the Code
What should I do?
Catherine says...
Zellers does NOT follow the code of practice. It is voluntary for the stores to follow it and they are one of the stores that have opted out. They will give the lowest scanned, ticketed, or advertized price. IE. They will refund the wrongly scanned price and you will get the sale price. You do not, however, get $10 off or the item free up to $10. They just fix the mistake by ringing the product up at the correct sale price. Some stores may give an extra discount for the mistake, but only as a gesture to the customer. It is completely the manager’s decision if they want to do any more than just give the correct sale price. Not necessarily a good practice, but it is the way Zellers works.
Sandra says...
Superstore (Loblaws) 170st in Edmonton.I purchased the NN cheddar snacks which were listed with a shelf price of $1.98 but scanned @ $2.18 aech. When I approached customer service all they did was refund the difference and made no mention of this code to me. I will make a point of writting down all the prices as I shop from now on, if this was wrong there most likely were more issues.
zoro says...
Sanda, it isn’t too late. Call the `-800 number (found on any of the councils websites), and leave a complaint(it just goes to voicemail). Thhey will contact the store and you will hear back that they will honour the code, and often go beyond that when you’ve had to make ac complaint.
They reported all 700 complaints that were made last year were resolved for the customer
Friday night CBC Marketplace had a short segment on the scanning code, with the reported being over charged twice at walmart…and not having the staff follow the code until escalated to management.
Just In says...
So I have a quwstion then. Has anyone noticed how when you go to a convicent store and buy a Arizona can drink that stats 99 cents right on the can and ends up paying about $1.25 and up to $1.59?
Does that law or whatever it is apply to convient stores aswell? And does anyone else feel ripped off when they’re staring at a big price tag that clearly stats 99 cents or what?
Reign says...
I work at a No Frills and we have this policy in place.
We were told about this policy when we were trained. Since I have been working there I have only had to do this twice (in 8 months there). The first time was about 4 months after I had started working there and I had totally forgot about this policy even though we were told about it during training as it was basically just a 5 minute max talk about it. The customer was the one who (politely, thankfully) pointed it out to me and I just simply called for customer service supervisors to come to my lane. She knew about the policy and gave the customer her free item. And it was all done nicely and I was now properly informed and won’t forget next time, having now actually gone through it.
This is what I learned we are suppose to do in these situations. If an item scans higher than its shelf price, we are to call that department and verify the price. If there is indeed a pricing error, then we are to call for customer service to come to our lane so that they can authorize the free item. We cannot do this ourselves it has to be done by the supervisors as they are suppose to go and pull the cheaper price tag off the shelf after or change it in the computer if they are able to. I only point this out because I don’t want people to think that we are trying to avoid giving you the item because we are calling someone higher up, we have to do it.
Janice says...
Had a pricing problem at the Real Canadian Superstore today in Kitchener. Tag price said 2/$4.00 and came up 3.49 each at the checkout. Only gave me one of the items at no charge. I was wondering if something is price based on buying two should you get both items at no charge ?
Cheapchick says...
This actually happened to me in January. I have described the eposidone in my blog but end results Bounce 120 pack free plus $1 coupon given to them before the error was discovered they applied to the rest of my groceries. It made my week. It definitely made me happy to shop at Sobeys. I watch every time they ring my groceries through to make sure the correct price is charged.
Kim Watson says...
Today, at Liquidation World store #104located in Trenton, Ontario … 5 piece luggage set with extending handles and wheels. My husband and I checked all the zippers to make sure they worked, decided after about 10 minutes that it was a great set of luggage and that we would buy it for my son. The sticker price on the barcode label was $29.99 and placed just above the manufactorer printed price of $189.99. The large label on the front of the luggage also was manufacteror printed as a 5pc luggage set for $189.99.
We took the luggage and the other items to the register and waited in line. The line moved well, and when it came to our turn, the “manager” appeared beside the cashier. The cashier ignored the items in my hand and asked the manager if the luggage was a set price, or done individually. When I lifted the bag by the handle, the manager actually ripped it out of my hand, causing me to exclaim that she was hurting me! She didn’t offer an apology, nor appear to notice until I asked her if she was aware my hand was still attached to the handle.
The manager immediately began telling me that each bag was priced individually and she began opening the luggage to show me the tags of different prices. I informed her that the luggage had the manufactorer price in two seperate areas, one stating it was a 5pc set and the other with the printed manufactorer price and barcode, along with the LW sticker price of $29.99. She told me that she didn’t care what I thought I was seeing.
I was in the process of telling the manager that the SCOP was a recognized way to treat customers … when another person who was totally not involved in the conversation decided to inform me that if I was going to hold up the line with my B****ing, that I might better try to rip off another store. I ignored the woman, and asked for a senior manager, but was informed to come back on Monday. The next words struck me as hilarious … “We are in the process of seperating the luggage and marking them as individually priced items. There are two staff back there working on it right now.” I told the manager that there wasn’t a staff member anywhere on the floor, but I was sure that by Monday that every manufactorer label would have magically disappeared from the luggage. At this point, I choose to purchase my other items and walk away. As the cashier handed me my change, she told me that there was no such thing as the SCOP! I let the cashier know where to look online for the SCOP and then heard the manager tell me that she knew about the SCOP and agreed with me, but she still wasn’t going to give me the luggage at the LW price
Well, I will call the store manager on Monday, as I have to go to work. I doubt I will get the luggage at the sticker price, but I also doubt that the store will appreciate this entire episode when it becomes public in the local newspapers!
ziplock says...
Just a friendly reminder.
If you want the companies to honour the “policy”, then at least read it thru it thoroughly and understand what it states. Also, make sure they ARE participating member. IT IS PRETTY CLEARLY.
Happy Hunting..
Rob says...
After reading about the experiences here, I feel the need to comment.
The Scanning Code of Practice (SCOP) is one where the retailer participates voluntarily. However, once a retailer has chosen to participate, they need to be held to the terms of that code. Cashiers and managers should not be allowed to change the terms of that code and need to be held accountable to those terms.
If a retailer has chosen to participate, signs showing their participation are to clearly posted. Those signs should be at the entrance to the store as well as at each cash register.
If an item that does NOT have a price sticker is scanned at a HIGHER price the following procedure should happen:
1) If the item has a correct price of $10.00 or less, the item is received free of charge.
2) If the item has a correct price over $10.00, the item is sold at the correct price less $10.00. (Example: scanned price - $19.99; correct price - $14.99; price to be charged - $4.99.)
Any additional purchases of the same item in either of the situations are to be charged at the correct price.
Cashiers are to have the authorization to implement the policy. I interpret this to mean they do not have to ask for a supervisor or manager to make an override. (When it has happened to me, I have asked the supervisor/manager why the cashier does not have that authorization. At the same time I have told the cashier they are doing a great job and my grievance is with the supervisor/manager.)
As for feeling you are an inconvenience to those in line behind you, remember you have a right to pay the correct price. (If anyone gives you a hard time, politely request they pay for your purchase. You will find they get quite quiet at this point.)
This policy was devised to assist both consumers and retailers. Retailers do not have to place price stickers on their products. Some of us older people can remember the ink stampers that would put a price on canned goods before the grocery clerk placed them on the shelf. Those ink stamps changed to small paper stickers. It was with those small paper stickers that dishonest shoppers could place a lower price on a costly product. The retailer then had to give the item at the lower price. (This was because of other legislation.) With no stickers on items, the shopper can only see the price they are being charged when the item is scanned. Watch carefully while your items are being scanned and know the prices.
As for the retailers that say your request in implementing the (SCOP) has to happen at the exact time of purchase, refer to section 1.1 of the policy. It does not state any particular occasion the incorrect scanning is to brought to the attention of the retailer. It only says a claim needs to be brought. Section 7.4 states it is left up to the retailer to determine. I see this as if the store does not satisfy your claim and it is brought to the attention of head office, the original application of free/$10.00 off is required.
I hope this helps and, (I forgot who said it) “Don’t let anybody rip you off.”
Duttle says...
Kim Watson - your post has nothing to do with the SCOP. Items were individually priced “The sticker price on the barcode label was $29.99 and placed just above the manufactorer printed price of $189.99. The large label on the front of the luggage also was manufacteror printed as a 5pc luggage set for $189.99.”
If youa re going to argue about it, make sure you know what you are talking about.
Mi says...
So I was wondering.. if a store that participates in Scop but say one week, they put up a notice saying they arenot participating in that week’s flyer. Will Scop not apply then? Or else we can get everything on the flyer for free right lol.
And my local SDM often does not have the same sale as the ones displayed in the flyer, is there something that can be done about that as well?
Mike says...
Today, I was at Extra Foods on Warman Road and 51st Street in Saskatoon, SK. I bought some bulk pistachios that was advertised at $9.24/kg. When checking out, I was charged $11.66/kg.
I went to customer services for a correction. I was refunded the difference and told I did not qualify to get the pistachios for free because it was not classified as “a scanned item.” She said bulk foods, fruits, vegetables, etc… do not qualify under the Canadian Code of Practice Scanner Price Accuracy.
Can someone verify that for me? If she was wrong, where do I complain for a reimbursement?
It is the common practice of the Extra Foods store to mispriced their fruits and vegetables. I have to go to Customer Services on a weekly basis because of being overcharged on food. I wonder how many millions they are stealing from other customers?
Matt says...
Wal-Mart flunks price accuracy tests, pays $1 million settlement
http://www.walletpop.com/blog/2009/05/29/wal-mart-flunks-price-accuracy-tests-pays-1-million-settlement/
K says...
Unfortunately I had a customer who was extremely pathetic and had to take advantage of this scanning code of practice to the max. A customer came in and bought a mosquito lamp that scanned at $16.99 but was actually $12.99. So I finished the transaction and I took off the $10 so she had to pay $2.99 plus tax. She asked why I had taken off the reduction and I told her about the scanning code of practice. Ten minutes later she came back with 3 more lamps and asked if the offer still applied. I told her that it wasn’t an offer, it was simply a policy. However my manager told me that I had to take the $10 off until the shelf price was corrected which hadn’t happen because it was so busy and the price couldn’t be changed unless it was done at head office. So I scanned all three lamps which I marked down to 12.99 for two and 2.99 for the third since it was $10. She became upset at me because she thought the lamps were now 2.99 each. I said that we only take off $10 for one item only. So then she told me to scan each one separately on different bills. My manager said limit one per customer and she blew up completely saying that my store was stealing from her and that we were being crooks for not letting her have the lamp for $2.99. My manager said to let her buy one more lamp. The worse part is that I was down by lumber by myself so none of the other 8 cashiers did not hear this whole debacle going on. The manager did not believe it was a “big” deal and did not find the need to alert others of this woman. The next day there was a meeting with all cashiers about 15 mosquito lamps being sold in one day. It would be a great thing if they were all sold for $12.99 but instead they were only sold for $2.99 each time by the same woman, the same card by 9 different cashiers. So what happened? Well, the woman simply took the the sticker off the shelf and when she went to the cashier and it scanned wrong, she showed them the sticker with the correct price and the cashier would take $10 off. The other cashiers recall her coming back 5-10 minutes later saying she was going to buy another lamp and the cashiers would just give her the extra $10 since she is technically, another transaction thus another customer. Honestly, this is an example of pure deceit and ridiculousness in every respect. If she needs 15 mosquito lamps, I hope they don’t work and West Nile gets to her.
Bonnie says...
I bought a blouse from Wal-Mart and it scaned in at $9.00 but the price on the price tag said $8.00. So, do I get it for the lesser price or do I get it Free?
Liat52 says...
Ever since I found out about the Scanner Price Accuracy Voluntary Code, I have been REALLY diligent about looking at prices and I am amazed at how often it comes up when I go shopping. I have gotten a lot of items for free or $10 off because the price scans up higher. In general, I found the Loblaws stores to be great about honouring the code but I have had instances where people did not honour the code or misinterpreted the code. Here are my experiences:
1) One cashier at a Superstore only corrected the price after I pointed it out to her and proceeded with the transaction. I reminded her about the code and with a roll of her eyes, she asked a manager for a price override. While waiting, I asked her, “If the code is your policy, why did you not just put it through as a free item?” She said, “Oh, sometimes I do, but sometimes I just don’t feel like it.” I said, “If that’s your store policy, then I shouldn’t have had to remind you.” She apologized in the end, but it just shows that we have to diligent.
2) I had a bottle of shampoo that rang up as $10.49 when it should have been $10.39. When I pointed it out to the cashier, and after checking the price, she punched something into the cash register and it came up as $10.39 this time. I asked her if she changed the price manually and she claimed no; however, I thought it was odd that she had to punch in something at the beginning of my transaction [I was a cashier once and I know you don't need to punch something in if you're already signed into a cash register.]. I told her I didn’t want to purchase the shampoo. I took the shampoo to a different cash register and, lo and behold, it came up at $10.49, the incorrect price. So why does it come up different at both cash registers? The manager and cashier said that each register loads up differently so she may have had the correct price in her register. I still think she tried to by-pass the code by putting it in at the correct price, especially since the store’s own price checker scanned the item at the incorrect price.
3) Even a company can misinterpret the code and each store can interpret the code differently. Very recently, I found an item is posted as $9.99 but it scanned up at $10.99. I pointed it out to the cashier and she corrected the price. I reminded her about the code and she changed that on my transaction… but hang on, I was still charged the tax on the $9.99! I asked to speak with her manager and the manager confirmed that the $10 was taken off after taxes. I said that I’d never had that happen to me, but he insisted. I didn’t argue and I bought the product, but something didn’t sit right. I called another Loblaws and the manager there said that, yes, I should have gotten the product for free since it was $9.99 and under $10. She told me to call Loblaws Customer Service. The rep didn’t know the answer but after asking someone, she said that it was $10 off the item after tax. I didn’t argue with her, but when I called the Scan Code folks, she said that the Loblaws rep was wrong and I should have gotten the $9.99 item for free, regardless of tax. She’s going to contact Loblaws to rectify this and someone from Scan Code will get back to me with regards to a resolution. So I learned a few things from this:
i) Even companies can get it wrong.
ii) The $10 off is BEFORE tax. If the item is $9.99, I pay notihing. If the item is $16.99, I only pay $6.99 plus the tax on ONLY the $6.99.
iii) Keep your receipts (I always do) so that you have proof of any discrepancies.
4) When I tell my friends about this, many of them say, “Oh, it’s not worth my time,” or they say, “I’ve pointed it out once but they gave me a hard time about the code so I gave up”, or they say, “Won’t they get mad at you? I mean, they’re in business to make money.” My answer to all that… i) it IS worth your time! Most part-time jobs don’t even pay $10/hour. If someone gave you $10 would you take it or just say, “No, it’s not worth my time.” The most all this takes is 5 min, and often even less if the store and employees are well versed in the practice (which most are). Pay attention to what you’re paying. You may think, “Ah, so they over charged me 10c, big deal.” Why would you pay 10c more on top of the cost of the item when you can get something for free!
ii) If you pointed out the price different and the cashier gives you a hard time, you can either point out the policy that’s found at the cash register, carry your own copy of the scan code policy, ask the manager/customer service or call the Scan Code folks themselves. In the end, the policy is in place. If you’re following the rules, why shouldn’t they? Their company volunteered to be a part of this code so for them to not honour it is not right.
iii) The company does not take your name or photo every time you get the scan code discount. It is a simple transaction not requiring any signatures or contact information. This is the code they have chosen to abide by and we shouldn’t feel guilty or feel like criminals for using it. Don’t forget that for every time you find something that scans up higher than the shelf price, many other people have purchased that item at that higher price and the company pockets that money. As long as the company does their job and provides accurate pricing, then we would not have to bring these errors to their attention.
5) Some cashiers think that if you bring in two different items that scan higher than the shelf price that only one of them gets the $10 off and the other gets the corrected price. In actuality, the scan code brochure says that this only applies when you buy multiples of the SAME item. So if you buy 2 of the same items and they scan up higher than the shelf price, you get one of them at $10 off and the other at the corrected price. If you bring two different items and they’re both higher than the shelf price, then you get BOTH items at $10 off each. I checked this with Loblaws customer service and with Scan Code.
6) Know the code inside and out! If you know it really well, then you will always have a leg to stand on. Bring a copy of the brochure yourself so you can point it out. If you don’t know it, then you may wind up backing down when you weren’t supposed to. Remember, the code is NOT up for interpretation. It’s there to protect you and keep stores in check.
I have to add that the scan code brochure could be tweaked to offer clarity on the whole tax situation and when 2 or more different items scan up incorrectly. This would leave less room for interpretation. Nevertheless, stick to your guns and, oh yes, happy shopping!
Liat52 says...
In response to Bonnie and her blouses, no, you would not get $10 off. The $10 off is if the scanned price is MORE than the shelf price and only if the item does not have a price tag on it (sticker or tag). In your case, you would get the lower, scanned price.
Liat52 says...
In response to K, I totally agree that, as a consumer, she is taking advantage of the code since the code clearly states that multiples of the same item means only one gets the discount and the others get the corrected price. I feel that if the store honours the code, then we as consumers have to honour its intention since it’s there to protect us and not make us greedy consumers!
To that end, I have gotten a scan code discount on a mispriced item and come back 1-2 days later to see if the price has changed. If the price error hasn’t changed, then I’m not adverse to picking up that item again. As far as I’m concerned, it’s a new day and I’ve given them ample time to correct the error.
Liat52 says...
In response to Mike, it is true that items sold by weight are excluded. Have a look at the following link for the FAQ’s:
http://www.ccgd.ca/home/fr/PDF/National/Consumer%20FAQs.pdf
Meier says...
I Love the way you write…thanks for posting
Matt says...
Liat52 is wrong when they say the following:
Liat52 says…
June 19, 2009 at 10:49 am In response to Bonnie and her blouses, no, you would not get $10 off. The $10 off is if the scanned price is MORE than the shelf price and only if the item does not have a price tag on it (sticker or tag). In your case, you would get the lower, scanned price.
Bonnie
You would get the First item only free up to the value of $10.00.
After that the limit stays at $10.00 thought the price of the item be more.
Liat52 says...
In response to Matt, Bonnie does not get anything for free. This is because her blouse has a tag on it. If an item has the price clearly marked on it and it scans up higher at the register, then she would get the lower price, which is the price on the tag. This is evidenced through the Retail Council of Canada’s website:
“The Code does not apply to:
-Prescription drugs dispensed by a pharmacist.
-Behind the counter cosmetics
-Individually price-ticketed items (items where the price of the item is on the product, such as store packed meat, deli sliced meats and cheeses, clothing or greeting cards).
-Products where the barcode/UPC or PLU has been tampered with.”
However, I am not sure what would happen in this scenario…
If the $8 blouse had a sign on the fixture that said “Blouses only $6″ or if it was advertised as $6 in a store flyer, and it scanned up as $9, then would Bonnie have gotten the blouse for free or just at the $6 price. Does anyone know the answer?
Brian says...
Pat, I feel your pain, I tried to take advantage of the $10 of free `Canadian Tire Money` if you buy $50 coupon (it was in the paper) and the cashier told me that I was being a pain in the a** (her words). The manager was standing right beside her and told me that it wasn`t worth the trouble to give me the $10! Why did they even run the promotion! I did eventually get my deal, but they shortchanged me 50 cents. BTW the SCOP works great at most stores! I get a free loaf of bread every time I go to Walmart because they haven`t fixed the price in months. The cashiers have actually started just ringing it in at no cost for me because they know that no one has bothered to fix the price. Come to think of it, Walmart is so much better than Canadian Tire. I feel like a horrible Canadian.
ElsaLAbbe says...
yesterday I was at Zellers and a lady got a free case of coke as they were advertised at 3 for 9.99 and it scanned at 5.69. the cashier gave her the case free with no questions asked. The customer didn’t even know why she got it free. Thought that was good, as usually you hear only bad stories about Zellers.
Liat52 says...
To ElsaLAbbe, that’s amazing, but I’m also confused. The HBC stores, such as Zellers, are not listed as signatories, according to the SPACV’s November 2008 annual report. Are they new this year?
Angel says...
I was standing in a line-up at a grocery store one day when a customer was yelling at the cashier for scanning an item at the wrong price! poor girl was almost in tears! remember folks, those cashiers that are ringing in your items, usually don’t have anything to do with the pricing or changing of the prices! they don’t need to be yelled at!
yes i like to save money and i will save it wherever i can! but this scanning code of practice is a big nuisance! by the time you call for a price check, by the time those cashiers call the manager, you’ve wasted away about 10 minutes of your day! i’m happy just to get a refund for the difference!
ed says...
I don’t think all the cashiers know about this. This seems to be the case when some customers bring up the scanning code of practice. Or they lie and claim they don’t know about it. Or maybe even if they do they’re encouraged not to volunteer the information so most customers not in the know pay or overpay and the store gets to take advantage of the customer’s ignorance. The other day at Metro the guy in line before me asked about it but the cashier said that wasn’t the case anymore and they don’t give it for free or whatever. They just correct the price if the mistake is pointed out and you still pay for it. Ofcourse if it isn’t pointed out (which I’m sure in many cases it isn’t), the customer loses his/her money and that’s how the cookie crumbles.
Mike Jones says...
This is Law in Quebec..And I have benefited Numerous times..
Anything under $10 scanned wrong is free and over $10 a percentage off is given..This is The LAW….
Savannah Chase says...
http://www.cbc.ca/marketplace/2009/how_not_to_buy_a_puppy/busted.html
Read this link, it is an investigation that cbc Canada did and this is what CBC said (it is in the article with the Competition Bureau’s pamphlet on the Scanner Price Accuracy Voluntary Code :
“If a store scans a product at the wrong price — and if the item costs more than $10 — you get $10 off the price. And if it’s under $10 — you get it for free.”
James Brooks says...
I have noticed lots of people here complaining about Canadian Tire. You should check out http://www.canadiantiresucks.net .
Canadian Tire is generally not very customer friendly.
Maureen says...
Zellers is a Joke
I am not sure how they get away with what they do.
Just this week they had taped a 50% 0ff Patio All Patio sets While Supplies last Limited Quanities Sign taped all over there Patio Sets.
My friend inquired about a Patio Set Priced at 149.99 this one also had the 50 % off Sign taped on it. She was told it was already reduced from $499.99 so it was not on for a Further 50% off.
We then pointed out that the sign clearly stated 50 % off ALL PATIO SETS.
The Assistant manager was very Rude and said you actually are trying to tell me that we would sell that for $ 75.00 no you are not going to get that $ 499.99 set for $ 75.00.
After much argument we called Zellers District Manager.
Where we got no Further Satisfaction.
NOTE: Signs did not state any Particular Sku numbers nor did they say Previously Reduced Patio Sets did not Qualify.
But much to my surprise when I visited the Store again in the Afternoon all the 50% off the Patio Sets Signs had been REMOVED.
WOW isn’t that FUNNY !!!!
SHAME ON YOU ZELLERS for FALSE ADVERTISING !!!
Insane79 says...
The last few weeks at the grocery store I’ve gotten $25-40. Some weeks, it all rings up okay. I usually find it just easier to pay it all and go to CS and deal with it. It takes a manager’s approval to do it, so it’s just easier to clear the line and go to CS. I love SCOP. I save a lot on groceries because of it.
Fay. H. says...
the link provided in the original post no longer work???
http://www.ccgd.ca/en/PriceAcc.html
Alex says...
For five years, state inspectors in Arizona went into Wal-Mart stores to check whether the prices paid at the register matched the price they were supposed to be sold for. The results weren’t pretty: Wal-Mart flunked more than half of the 976 inspections.
http://www.walletpop.com/blog/2009/05/29/wal-mart-flunks-price-accuracy-tests-pays-1-million-settlement/
those were the days my friend says...
I recently went into a shoppers drug mart in Vernon BC, saw a whole bunch of ice packs on sale for $2.99. next to them were another type of ice packs on for $3.99. I was in a big hurry and did not notice until I got home that I was charged for the larger (3.99) ones. The next day I went in with the receipt and the icepacks, and told the girl at the til that I was over charged for the ice packs, and that I would like to use SCOP. She went to check the price, came back with the tag that was under the bunch of ice packs I chose from and said the ticket shouldn’t be there. The SKU is not the same.
I said that the price is pinned up right there with all those type of ice packs (not just one or two). She said that it shouldn’t be. I then went on to say that it is not my job to make sure price tags are all in their right spot, and that I shouldn’t have to check the SKU on everything I buy. If there had been only one or two, I would have checked to see if someone had just put them down.
Anyways, this other lady jumps in, and says, you can have it then for that price. I said no, I actually am supposed to get it for free. So she gets uppity and goes to check with her manager. She comes back and in an “I told you so” tone of voice, says “the manager says you can have it for the price on the ticket and that’s that.
I was so frustrated with her tone, that I said “no, you can just give me a full refund”. I haven’t been back there since.
I do want to say that this was the downtown location and have not had problems at the other 2 locations.
judy bignell says...
northwest(AKA gianttiger) state they participate but hey argue with you and you get sqat
kathy says...
I had a problem when I went to the Price Chopper in Burlington, Ont. (Brant Street). I was told that I have to leave the store than come back to get the item for free. I knew this was not correct so I contacted the scanning code conduct office (there is a 800 number wherever the signs are posted at the stores). Anyways I called them and filed a complaint against Price Chopper. A couple of days later the manager of price chopper called me and I went into the store to get my free item.
So call the number if you have problems with any of the stores.
Steve says...
Hmmm, the where to get more info link is broken.
http://www.ccgd.ca/en/PriceAcc.html
And good luck to you trying to deal with mistakes made at Crappy Tire.
Cindy says...
I was at RCSS last week and purchased an item that was advertised on their flyer for $20, but the cash register rang it in for over $24. I took this over to customer service and they said SCOP does not pertain in this situation because there was no price tag displayed on the shelf and they can only give me the item for $20 as advertised.
Do they really need to have the shelf tag in order to give me $10 from SCOP…even when it’s advertised on their flyer?
Thank you everybody!
jeff says...
shoppers drug mart,,,please train you frontstaff to know what scop is,,,and what to do when finding a mistake that youve made,,,it saves me time and the cashier an argument,if i find a mistake that youve made i want to get compensation for my time and money that ive overspent there over the years before scop was placed in your stores.
Massaro says...
cool pics
NoFrillsCashier says...
I am a lead cashier at a NoFrills store. A lot of customers need to re-evaluate their approach to these situations. If you were to come up to us politely and inform us that it scanned wrong, and that we need to abide by the code (The cashier’s all know what it is…) we are 100000 % more likely to respond in a polite manner, correcting the mistake and honouring the code.
I had a customer explode on me as soon as it scanned wrong.. I didnt do anything, in fact I was overly polite to her as she is a regular. If customers were to loose the attitude, it would help everybody.
On a side note, regular cashiers at NoFrills are not authorized to putt in a 338 (Scan-Free Code), unless they have an override code. Thats why most of us will try to sell it at the lowest marked price, as we can do that without an override, and if you shop at NoFrills you know how long our lines can get!
Just be polite, we would be glad to work with you to solve the issue, even if it involves us giving you a free item.. we appreciate the business more than the bad PR.
Michelle says...
Can someone please clarify that if the first item can be free, do we still have to pay for the tax? Many thanks!
Mimi10 says...
Hi there,
Yesterday we were at Zellers (Saskatoon Market Mall) and found a Spiderman costume with no tags on it. We used their price scanner, and it came up as $.01, admittedly cheap!
When the clerk scanned it, she refused to sell it to us for that price. She then called her supervisor who concurred saying that it was priced wrong and shouldn’t have been on the floor.
Does anyone know whether they are obliged to sell it for that price?
Thank you!
iTmErO says...
where can i get a list of stores that participates in these ethics code? there is one chinese foodmarket here in winnipeg that dupes people by putting a lower price tag on the shelf and different from the scenned price.
Elaine says...
I find it depending on the clerk too. I was in a superstore in Calgary and got a case of cheese that I clearly remembered shown $6.99 in the cooler. When I bought up to the till it rings up as $7.99 and I contested with the clerk. She said that’s the price and proceed to send someone to check on it. Surely someone call back and said $7.99 is the price but in that incident there is about 3 of us in the party saw the $6.99 price sign when we took the item out. I then went to the cooler again of course at that point the price tag had changed to $7.99! I just found it annoying on how much you have to rely and trust these people and if I need to follow them everytime someone did a price check when you clearly is protected by this rule based on the pricing mistake yet you have to argue like you are a cheap skate! Just venting! Thanks.
Shopper in Canada says...
I have been doing the SCOP thing for a while. But now I have been accused of basically what they say is that I “Switch” tags, ie: They THINK i put up an old tag which has the sale price. RIDICULOUS! Has this happened to anyone??
I am so distressed and upset about this, I have NEVER done ANYTHING ILLEGAL, and I even tell them to check their security tapes or have someone follow me around the store and I will show them where their STAFF leave the old prices up and forget to change them.
Please help. I am consulting a lawyer about this, it is very humiliating.
Thanks.
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jil says...
Ok so today i went to SDM and got some hair dye that was on sale from 7.99 down to 6.49. It scanned as 8.49, I went to the shelves and took a look to make sure of the price, I realized that regardless of it was on sale or not I should be refunded for it. The customer service woman got the cosmetic counter woman to fix it for me.Their policy at this store it to run it though for 1 cent. The two women argued for a bit about how to refund me for the item and kept on saying ‘we she wants it for free not just the difference’, ‘be we just give the difference all the time’, and of course ‘but she wants it for free’. After all this the cosmetic lady still asked me for the penny. I gave it to her just to avoid more stupidity.
I love the ’she wants it for free’ like if I didn’t know about the SCOP I wouldn’t have gotten it for free.