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| Sunday, 3 April 2005 |
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Features |  |
| News Business Features Editorial
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Marked Prices vs. Billed Prices - (1) To be a successful shopper, one needs the investigative impulses and eagle eyes of a detective, as well as the skills of a chartered accountant. Many Sri Lankans at supermarkets are not habitual label readers, and unless the price is clearly marked, would probably not spend too much time checking the label or the price. Consumer Ombudsman by the National Consumer Watch of Sri Lanka A consumer's story at the supermarket A contributor to Consumer Watch has brought up this matter coming out of an experience at the supermarket. This person had observed on several occasions that although an item on the supermarket shelf has a price printed on the label, the price inputted by the cashier is higher. This consumer, although irked by it, had let things pass on several occasions, considering the amounts too trivial to make an issue about. However, it had bothered him as he had spent many years in the United States, where the 'caveat emptor' ('buyer beware') culture would not let errors of this sort, however small, get by without correction. Things had come to a head the other day, when the consumer had selected a few items which included a bottle of jam (fruit preserves), from an obviously new stock on the shelf, as was seen from the crisp new labels with the price marked (Rs. 135/-) clearly on them. At the Check-Out counter, however, the price of the jam came out clearly as Rs. 160/-; that is, Rs. 25/- higher than the marked price. Upon asking the sales assistant, pat came the reply that there had been a price increase, and from the check-out clerk's perspective there was obviously nothing further to it. Undeterred, the customer who was not willing to be put off by the sales clerk's attitude asked. A Fishy Story Here is another story about supermarket errors. Another contributor has told us that he had selected some seer fish at the fish counter at his local supermarket. The sales clerk had weighed them and told him that it amounted to 320grams. The customer had then gone over to pay for it at the check-out, but being somewhat vigilant he had noticed he was being billed for 390grams, a whole 70grams over and above the amount weighed at the fish counter. This customer being no pushover, had insisted on seeing a Manager, who came over, weighed the fish again, and voila ! this time it weighed only 290grams, a whole 100grams less than what had been registered at the fish counter! After due apologies from the manager, the customer went home having paid for the seer fish, at the correct weight of 290grams, and gratified that he had asked to see the Manager. A small-change problem Another problem one observes at the supermarket check-out is that when a bill runs into some cents above a rupee number, it is rounded off to the rupee amount above it, which is to the advantage of the supermarket. This may be only a few cents per customer, but amounts to fairly large amounts per day when the total sales are considered. Say, for instance that a bill amounts to Rs. 847.65 and the customer gives a Rs. 1000.00 note in settlement. The check-out clerk will return only Rs. 152.00 as change for the bill saying that they are out of small change. It is a very small amount, and the customer naturally hesitates to insist on the correct change. But over an entire day, even if there are only 1000 customers, on average this would amount to Rs. 350.00. Over the month it can add up to nearly Rs. 10,000.00! In supermarkets of other countries, this kind of rounding off of amounts is always made to the lower figure, and to the advantage of the customer, not to the advantage of the supermarket. Using the same case, therefore, for example, since the exact change is unavailable, it should have been rounded off to Rs. 847.00, not Rs. 848.00, so that the customer is not the one to pay the price for the small change not being available with the cashier. The moral of these Supermarket stories is that consumers must be vigilant. They must read the labels. They must watch and follow the weighings etc., and finally, they must go over what they are being billed for. If you see something that does not seem to be correct, it must be brought up then and there with the check-out clerk/waiter. The error may be a completely bonafide mistake, and if you are convinced to accept it, or if the mistake is corrected, the matter can end right there. But if the clerk/waiter talks down and tries to intimidate you into accepting the error as being correct, while you still have misgivings about it, insist on seeing a Manager or Supervisor. Do not hesitate to ask questions right away. There is nothing to be embarrassed about asking for clarification of a bill. You, the consumer, is paying for goods and services rendered and you have every right to question inaccuracy in billing and to demand accuracy. The Sri Lankan customer must learn to insist without shyness, on accuracy in monetary dealings on the part of the seller. It is only by the customer demanding the proper standards for sales and trading that traders and the marketplace will be compelled to be honest, and also thereby, comply with the regulations. Some Dos and Don'ts, * Do read the labels on items purchased * Do note the price of each item * Do note the weights of items weighed in at various counters * Do follow the entry of prices at the Check-out Counter * Do check the bill if you were not able to keep track of item entry * Do insist on seeing a Supervisor if you are not satisfied with the pricing or weights * Don't hesitate to ask any questions you have about pricing or weight irregularities * Don't wait to go home and examine your bill. Do it right away! |
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