i went to zellers in windsor today to buy a sale item in the flyer that started today but of course they were sold out.so i bought something else that scanned the wrong price so i thought by law it was free by the 10 dollars and under law.so i talked to the manager and he told me that they never signed up for the price accuracy code.as far as i'm concerned if you have a business in canada it should be mandatory.then if not the company obviously doesn't have enough confidence in there business to honour the price code accuracy policy.

Feeling helpless at constantly being overcharged by my local Shoppers Drugmart, I came across your story, Thank you so much for posting it as it gave me the direction as to where to complain and what the policy was..every visit involves a price descrepency. Today my daughter went in to purchase a package of copy paper advertised @$2.99. The store posted sign read $4.99, she had it scanned and again it came up $4.99, she then showed the cashier and manager the flyer showing the exact product on sale for $2.99. They gave it to her @ $2.99 but no offer to give it to her for free. I have to monitor every item scanned at this store, somedays there are multiple errors and never have I had this policy offered to me. This may save me a lot of $$.

I had a similar problem at Walmart in Calgary. I bought a product and realized I was overcharged so was directed to customer service. Customer service requested a price check and after a few minutes it came back saying there was no error. I knew they were not being truthful so I walked back to the shelf and removed the price tag from the shelf and returned to customer service. The lady serving me never said a word, just processed the refund and gave me my money.

We went into Food Basics and went to buy 2 items that were priced wrong. Even though they subscribed to the price code they still did not honour the wrong price. We ended up calling their head office and again they still would not honour the wrong price. Why subscribe to the ethics code if they do not intend to honour it. We need fines for these companies to protect the customers.
FYI, not only would they not honour the price but they ended up charging us the full price which we did not even purchase the products

I picked up Liquid Tide at Loblaws in Pierrefonds knowing the price was $15.00. When I got to the cash it rang up at $18.59. I informed the cashier that the shelve tag was $15.00. Well, she called for a price checker and nobody came so I left my purchases and a line of people behind me and retrieved the price tag. The cashier informed me that because the product was over $10 I would not get it free (I knew that) but I get the product at the tag price. I insisted that any product over $10.00 that rang up wrong I get a $10.00 of the price. The cashier would not relent and the lineup behind be was getting so long, so I left paying $15.00. How much time do I need to spend at the cash!!!! Cashiers should be educated on the policy. The card is so high up on the Cashier's pole and you cannot read the print. Then I went to Zellers and found the same product at 15.99 regular price!!!

At Chapters I was charged extra for my purchase and I didn't realize until I got home. I went back to the store within 30min. The employee did not apoligize and just wanted to refund the extra cost. Chapters should honour the “Scanner Price Accuracy Voluntary Code.” I asked to speak to the manager and the employee said "He could not do anything." I asked for the manager again and the employee finally called him and he was not helpful at all. He just was happy to get the item back and resell it again as it was a limited product.

I moved to Vancouver, BC 3 years ago from Montreal, QC. I was aware of the SCOP before I moved, and was shocked how many MORe stores in Vancouver did not respect the code, even after having it posted at their cashes. Most of the front end staff is unaware, a lot of the managerial staff offers to give the correct price only after it is proved. And after a lot of degrading looks as why is it a problem to pay .10 cents more. At the Cdn Superstore in Metrotown, after being overcharged for an item for 3 mths,each time telling The staff about the error, never getting the stuff OFfERED FOR FREE
I wrote to the Consumer Bureau , with pics and reciept copies, asking then to look into the matter. Their reply- they did not have time to look into such small matters. !!!!!

I was at Safeway long before this show aired. Had no idea of this program bought alot of frozen juice because it was on sale. relized it rang in wrong. informed the cashier that he charged me too much. he gave me all my money back. Then i went back and told him that he made a mistake and gave me all my money back but i did still want the juice. he laughed at me and told me if they make a mistake they give it to you for free.!

I have experience with the Co-op stores in Calgary (SE)and the item that I purchased was miss priced, I questioned it and they came back and said I was right and it was free ( no charge she said). I was unaware of the policy till then and now more aware with your recent program . Thanks for trying to keep the world honest. Don

I am an associate at a Real Canadian Superstore. It is quite clearly our policy to honour the price scan garuntee.
With a store the size of a Superstore, with millions of products, of course we have multipul issues a day.
We do honour the garuntee, but in a store this large, it sometimes takes several minutes to verify that a price mistake has indeed been made. The cashiers must verify, and need details for company paperwork that they must complete to fix these problems. Cashiers do NOT handle pricing or lables. It could be nice for customers to understand that it's just as frustraiting for us as it is for them. We get curses and abuse about wrong pricing thrown at us every day. I entreat people to be more understanding and kind. We're here to help you.

Thank you so very much for bringing this story to light. Years ago, at Overwaitea I was ALWAYS given an item free if it scanned incorrectly. I thought it was their store policy not a national standard if signed onto. This has not happened for any store listed by the retail association which I frequent nor have I seen signage, so I will be notifying all friends and relatives and asking questions at the stores. I have printed off the pamphlet and will be taking it every time I go shoppping. I notice that Sears and The Bay are two big stores not included in the list provided by the retail association.

Thanks again for the heads up on this one - and for all that you do on Marketplace.

In response to D. Lutomsky
"We told them, there was no choice, it's a retail law."

Scanning code of practice is only the law in Quebec....In Ontario it is true that it is voluntary and Zellers USE TO participate and now no longer does. Probably because they were making so many mistakes.

In response to Oshea Davidson
"I live in Guelph Ontario. The Walmart located in Guelph has a neat little twist on their Ten Dollar Code. They will only give you the item for free - once a coding error is detected by the customer - when the price is listed directly on the product..."
This store is doing it wrong. They are actually doing it backwards....Scanning code of practice does not apply to ticketed items....only to shelf prices. Stores can not make up there own rules. Every retailer that has the practice follows the same rule. I use to work at Walmart and all they have to do is verify that the price on the shelf is for that item and not just put there by someone else. If you have any issues you are to call the number 1-866-499-4599 which is on the sticker for scanning code of practice on the retailers door.

It happened again yesterday at Zellers. It was supposed to be 15% off $5.49 but the regular price scanned at $6.47. I was told I probably read the price wrong. I went and double-checked, even brought a salesgirl to confirm it. I spoke to the manager who told me Zellers chooses NOT to participate, it's voluntary. If that's true, why would any business choose to participate? I thought it was the law. She told me they would gladly give me the price that is marked on the shelf provided the description matches the item. It did. Of course, they have to give it to me. Time and time again, Zellers consistently overcharges so scan your item(s), if you can find a working scanner, and watch for errors. I guess Zellers can't afford to participate. They would go bankrupt! Remember, the item HAS to match the description, otherwise people would grab things from anywhere and put it in that spot.

"Finally, it is up to the customer to ask for the claim - it is NOT automatically given:"

this is not correct. the "claim" is the customer pointing out the price error. The participating store is then supposed to automatically follow the code and provide the $10 off/free. The problem is it rarely happens, and appears like many stores have specifically informed staff not to do it unless the customer raises a stink.

Having worked for Canadian Tire, both my husband and I are quite aware of this policy, however, on 3 occasions at 3 different Zellers, we were overcharged. When we mentioned it to the clerk at one store, she reasurred us the price was correct until we retrieved the sign. We informed her of the law. She said she was not aware of any such law and asked another associate who said the same so we asked to speak to a manager. The manager told us she was aware of the law but Zellers chose not to participate. Apparently, she said, companies have a choice and if they participate, they pay an insurance fee to cover it. So, they chose not to participate. We told them, there was no choice, it's a retail law. She disagreed. We had similar situations in the other 2 Zellers stores. Consistenly, I am overcharged at Zellers so CHECK YOUR RECEIPTS. Sobey's, gladly gave me my milk for free.

Folks, as someone who has been in retail for decades, please do NOT make any comments without doing your part to get informed. The SCOP is voluntary and not all stores participate. Check before you raise a stink.
Also, each store has a procedure in place to verify and get your product/refund into your hands - some are quicker than others - but keep in mind that this is voluntary and there is an accounting aspect to the process.
Finally, it is up to the customer to ask for the claim - it is NOT automatically given:

1. THE ITEM FREE SCANNER POLICY
Retailers will implement an Item Free Scanner Policy as follows:
1.1 On a claim being presented by the customer, where the scanned price of a product at checkout is higher than the price displayed in the store or than advertised by the store, the lower price will be honoured; and

I live in Guelph Ontario. The Walmart located in Guelph has a neat little twist on their Ten Dollar Code. They will only give you the item for free - once a coding error is detected by the customer - when the price is listed directly on the product. If the price is listed in a display unit or on signage in the store but not on the product itself you will not get the product for free. Interestingly, almost all Walmart product pricing is done through signage. Very few products have prices printed anywhere on them.

There are quite a few locations where this list can be found:

Signatories to Scanner Accuracy

CACDS Supporting Companies:
Shoppers Drug Mart
The Groupe Jean Coutu (NB and Ont only)
Lawton Drug Stores
London Drugs
Lovell Drugs
Pharma-save (BC and Sask)
Pharma Plus

CCGD Supporting Companies:
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

RCC Supporting Companies:
Costco Wholesale Canada Ltd.
The Home Depot Canada
Canadian Tire Corporation Ltd.
Toys r Us
Rona
Wal*Mart Canada Corp.
Giant Tiger Stores Ltd.
The North West Company
Best Buy/Future Shop
2 Home Hardware franchisees

CFIG Supporting Companies:
Thrifty Foods
Overwaitea Food Group
The Harry Watson Group
Longos Brothers Fruit Markets
+ 1374 independent locati

Yesterday I went to Canadian Tire to buy a clock radio. The store shelf said $6.99 but it scanned at $7.99. I told the young clerk about the code and since it was under $10., that I should get it for free. She said that she'd never heard of the code, but called another employee for confirmation. I was given the item for free, no hassle.

I have been getting items for free at Superstore in Coquitlam BC for a couple years now. Usually every second trip I find an error. The first time I tried to get a refund, they hassled me for it and I made a big stink. Now they know me and quickly give the item for free or 10 bucks off. I checkout right near the customer service so I don't have to go far to get my money.

I knew of the code but typically don't bother asking for it more than the couple of times I have tried..it takes considerable time to educate the cashier and supervisor.

After your show aired, I decided to ask for it.

First: Canadian Tire. The item was clearly marked on the shelf as clearance with a reduced price. It scanned at full price. I had to walk back with the cashier and she retrieved the shelf tag. I asked for the item for free under the code and was told 'the item scanned correctly, the shelf price was wrong'. She refused any further discount.

Next: Walmart: I purchased a CD that was labelled at $13.75 but scanned at $16.99 and I didn't notice until I got home. I returned and asked for the $10 off which the clerk and supervisor refused...because the item had a price tag
on it.

Walmart Scarborough Town Centre does not know about the scanning policy. Had to request a manager. Surprisingly the item in question had 2 wrong prices from 2 different displays. As MP found in their story, it seems like Walmart hasn't gone a very good job training their staff.

I shop mostly at walmart and superstore. but mostly at superstore. they have lousy pricing and they are around 5% wrong all the time. Honestly they are straight forward and they live up to the code, so far I have saved around $60 that way, and usually when they dispute the code is because the cashier doesn't know about it but when the manager comes, no problem s/he follows the code practice, I'd say they are excellent living up to the code rules. Sometimes if the item is really cheap, something like 0.99 cents, I don't even bother to dispute it because it is not worth waiting on the cashier line and make everyone behind me wait until they go check the marked price on the shelf to save 0.99 cents so I don't mind in that case to let it slide.

The Great Canadian Superstore is the worst. It took three visits to straighten out an item that they scanned at $10.00 more than posted. That grocery trip cost me $15.00 extra for improper scans. That's just one visit. They must make a fortune on overpriced scanning. I did tell them last time that I'm going to bring in my camera and take a picture of every item and it's shelf price as I purchase them. They were not impressed. Last week they overcharged a retired member of their own staff. Isn't this some kind of fraud or theft. If I was taking it from them it would be.

One would think after a few weeks the major chains would catch on. Just today I purchased a DVD movie at Future Shop that was clearly tagged at 24.99. Because I couldn't see the register screen (another problem in many stores these days) I didn't notice until I was reading the receipt on my way out the door I was charged 26.99

I went over to customer service where they immediately went to work on their computer, asked for my bank card and was prepared to credit me $2.10 (with tax). I asked, "You don't participate in the scanning code practice?" The clerk's answer, "Oh, you mean $10.00 off? You want to do that?"

My answer, "Duh!"

As he was finishing up, I asked why I had to ask about the scanning code. He simply answered, "Sometimes we don't think of it"

I find that more than anything, clothing retailers are brutal for not living up to their policies on incorrect pricing. On countless occasions I have been in situations where items I was purchasing weren't included in their promotions, even if the signage and sale tags proved otherwise. The thing is, and I know from working in clothing stores for years, is that cashiers are sometimes powerless when it comes to fixing prices and charging the correct price. I know i would have been fired for overriding the prices in the computer, even if they were wrong. So for all you mean customers who give the cashier a hard time, talk to the manager instead!! It is their responsibility and their job to be fixing these issues, not the people on the tills

I would just like to tell about a bad experience I had at Walmart myself about 2 weeks ago. I had taken my son in to buy an xbox live and when we got home, it was damaged and not even the right year. When I tried to take it back, I was accused of not even buyingB it there. I was more or less accused of switching machines. I was there for an hour and a half, even telling them to call the cops and have them go to my house while I waited there, to search and see if I had an x-box at my place. I have never been so embarrased, nor frustrated, and the lady was not even going to exchange it for me. finally, after waiting while she checked with x-box if they would replace the machine for them, (which they wouldn't), and after swearing on a dozen bibles, and my mother's grave, she gave in. I realize that this may happen to them from time to time, but she had no right to expect this of me. Barb

Wow, I'm surprised at how it really seems to depend on your local store. We've been fortunate. Both our neighbourhood Superstore and Walmart in Orleans (Ottawa) have both refunded our money when items ring up at the wrong price.

The trick seems to be to pay the wrong price at the cashier/self checkout, and go to Customer Service and get a refund for the item. We've never had an issue doing it this way.. If you mention the wrong price to the cashier, they'll just change it to the correct price, and you won't get it for free.

It's so easy that we actually feel like we won a small lottery whenever something scans wrong. Just this week we got a $9 block of cheese and $10 bag of cat food for free! I thanked Loblaws for paying for my kid's shoes. :D

Because of the difficulty I had at Canadian Tire with the SCOP in Cambridge, I decided to call the Corporate Customer Service 800. To my surprise, the Customer Service told me there was no such thing. I then had to direct her to the web site for the SCOP. She said that she would "look into it."
Canadian Tire... I'd say that you're "BUSTED".
On a positive note, the Zehrs (grocery) stores in Cambridge are very aware of the SCOP and will honour it with a smile.
Way to go Zehrs!

you should realy clarify the code......customers do not understand the code.the free product applies only if the price is wrong for that item and that size that is on the label, if by chance a wrong size is placed in the spot of another size, the customer does not get the product for free, it has to be the exact item,size,flavour ect. and if the item has a price tag on it it does not qualify for freeproduct.......they should do the same when the customer gets the product for cheaper than shelf price, in this case the customer should pay 2 times.....people have to realize that nothing is for free, all this extra cost to the store will eventualy come down in retail price, shelf tags are missed just becuase people doing price labels are human just like all of you and they make mistakes, but what ever it puts focus on label integrity.customers should do the same when they shop,have integrity

I'm always finding scanning errors at our local Shoppers Drug Mart in Stratford, ON. Thankfully I know about the policy, but yesterday it happened again and after the cashier got the correct price from the merchandiser, she proceeded to give me the corrected price, and not the first item free. Even more disturbing was that only one of the six checkouts actually had the policy sticker present, and that one was worn and unreadable, while at the same time covered up by a product display stand. According to the policy guideline, the retailer is obligated to place the policy signage at each and every checkout. Clearly this Shopper's has some work to do.

Thanks Marketplace for the free yogurt!

At WalMart in Halifax (Bayers) last week, I picked up yogurt because the price was less than at the grocery store--$2.99 I believe. It rang in at $3.17. When we questioned it, the cashier checked with the department and we were right. She started to ring it in for $2.99. I said, pointing to the sticker on her till, "no, that's free". She looked decidedly put-out, and blamed the other staff member who said "give it to them for $2.99". She knew better, it seemed, but wasn't going to honour the code if I didn't realize. I felt good about walking out having made them honour the policy, but I know if I hadn't been watching, I'd have paid more. And I know I probably
DON'T notice most of the time.

I have been well aware of the Canadian Scanning Code of Practice and have called many stores on it in the past. However, some stores do not follow it so look for the Scanning Code of Practice being posted up somewhere by the cashier or customer service desk.

The Loblaws at Yonge and St-Clair in downtown Toronto is notorious when it comes to following this code. The cashiers will always try to make you pay the real price on the shelf. When you remind them that you should get it free of charge, they frustatingly give it to you free - they realize that you caught them.

Whole Foods at Hazelton lanes always follows the code and never gives you attitude.

Canadian Tire in Brandon MB is bad for not knowing the rules as well.

Even though the conduct signs were posted, they fought me on it, saying they did not do that. I eventually did get my item for free, but have noticed the signs are now no where to be found in that store. Other stores, such as Safeway - I have found they are happy to help you out if you mention the error, but most do not give you the full refund due - they will give you the overcharge difference. I hate to have to remind them when it should be free....

I'm happy to report that Dominion Stores (now being re-branded as Metro in some areas) generally have the Voluntary Scanning Code of Practice posted prominently at their Customer Service desks, and when I have had a scanning issue in Loblaw stores in Toronto, in every case I was given the item free.

I'm very glad to see CBC's Marketplace publicizing this code, because it only works if people know about it.

I recently got charged $520.00+gst restocking fee from Sears, on a t.v. which was my 2nd returned one.The 1st one was less expensive than the 2nd one. There was no mention of this fee until then. My husband and I mentioned that we order a third but didn't mention it was also from Sears. We returned to the store with my camera to see what they had for a notice since I was not aware of the fee until my second return. I found none with any of their other policies listed throughout the store, the only one there is a small sign on the desk at customer service (which you wouldn't notice until returning an item.) They also have it conviently printed on the back of their reciept.(Again after the purchase)I then found the t.v. that we had returned on the floor in (our packaging) for $100.00 less than what they charged us. So they made a profit of $445.99 on that. Please can you help??

All retailers in Canada whether large, or small should abide by the Scanner Code of Practice. If we need to make this law then do it!

I would like to share one more thing with you.
About 3 years ago, it was happened at Danier, Heartland in Mississauga. I was going to purchase a lady's leather jacket with the price tag at $159. The sales lady assured that that was a good price for the jacket and convinced me to purchase it. Then I decided to purchase and proceed to the cashier. They found that the original price was $259, it wasn't $159. The store manager came up and claimed that they won't honour the wrong price tag. Of course, I didn't buy the jacket and walked out of the store.

I Bought 2 bags of Sunkist organes @$8.97 from Walmart Supercentre in Mississauga. When I back home and checked the bill, I found that they charged me GST & PST of $2.34. I went back to the store and asked for the full refund of $20.28. The manager denied and just refunded the $2.34 only. I wonder does it apply to the wrong taxes or only the sale price?

Could you please let me know about this?

Looking forward to hearing from you soon.

Several years back I contacted Zellers & after several emails was told they do not follow SCOP. I use the scanning code of practise almost everytime I shop & usually have to explain how it works to the cashier - walmart in Renfrew is great but the walmart in Pembroke usually makes me wait and wait before begrudgingly honoring the code. Shoppers Drug Mart in Petawawa finally has learned about the code but the one in Pembroke sometimes pretends they don't know what you're talking about then they try and charge you one cent until the manager finally gets called & tells the cashier to apply a 1 cent credit to clear the till. In the past 2 weeks I have gotten free romaine lettuce, free liquid eggs and free soup just to name a few. We are on pensions and knowing about the SCOP and using the wonderful coupons manufacturers put in the stores or mail directly to us truly helps us manage.

I tried to apply the scan code policy at superstore and was told that since the price advertised was outdated they didn't have to give me the item free. When I got home, I looked up the truth and called the 1800 number and left a message. The next day I received a call back and they told me they would contact Loblaws HQ. A few hours later I got a call from Loblaws apologizing for the mistake. They told me they would contact the store manager and region manager and the next time I go to superstore to talk with the store manager. My response was that I would be applying this policy in the future and would expect that it would resolved more efficiently next time.

I agree that Superstore is one of the worst offenders in price scanning INaccuracy.

This pdf file has, on page 6, has a long list of franchised and national chain stores participating in this Code.

Just print and bring it to the stores to show th
em in case they give you grief when you bring up the problem.
www.cfig.ca/docs/gov_ScannerAccuracyAnnualReportV2007.pdf

Mar. 14,2009. Rona store 2665 32 Ave. N.E. Calgary
Tran. 6434 Store 286 10:54 AM
Item 0170088518 scanned at cash register Reg. price $46.99 plus GST Total $49.34. I then said the item is on sale for $12.00. I should get this item for $12.00 less $10.00 per the bar code scanning sign in your store. The manager was called. I showed the manager the entire SKID reg. $46.99 on sale $12.00. The manager Reg Landry said he would only give me the item at $12.00 NO extra $10.00 off. I asked to see the sign Re: Bar Code Scanning and actually read it.
I told him I would contact RONA's head office and Market Place.
RONA I guess your BUSTED too!

I use this Code often. I live in Quebec, where it is law, but have also used it in Ontario. Most often the cashiers and the managers have no idea how to apply the policy properly, but I persist. The problem comes from the people lined up behind me that get angry and think I am being cheap. Actually, I just think that if I have the time and knowledge to call them on it, I should because the next person in line who may be on a limited income cannot afford the time or the money! Recently I got about $260 worth of goods at a Quebec Zellers for about $50. I kept going back all week because I was upset that they would not correct the pricing and the staff were rude to the customers. Ignore the grumbles behind you in line and call them on it every time! The Code is meant to be an incentive to price carefully and accurately, but it doesn't work if you don't get them at the bottom line!!!

I just got back from the SDM in Ptbo, ON on High Street. Had a little scan issue with some nail polish, remembered watching this show...and voila...got 1 nail polish for free....scanned at $8+ dollars, sign said sale of $2.99. Happy to get it free, had to mention it to the "cashier" who happened to be Assistant Manager though...who was not too pleased with me, as there was a huge lineup behind me, and I had to say out loud....Don't u follow the scanner code of practice? Thanks MarketPlace....I luv your show!!! Heather, Norwood, ON

The list of participating retailers can be found at: www.consumerscouncil.com/index.cfm?pid=15488

Thanks for letting me know about this.

Superstore had Jamieson's Calcium Magnesium priced on the shelf at $6.99 and it rang up at $9.99 I got the product free. Just had to pay the .35 tax.

Wow - what a savings!

I have known about this policy for many, many years, and have recieved lots for free.In all those years I only had one store not live up to the code, and that was HY&Zels., and they have since gone out of business. Gee I wonder why?
I always watch the prices very carefully while checking out, and if I think any price is wrong, I say nothing to the cashier. I then go back into the store and double check the price. Then go to customer service and show them the mistake, they sent someone to check and then if they try to give me the difference I simple say. No the scanning code of pratice applies and I get it for free or $10.00 off. which ever the case may be. I have never had to wait very long, or had to argue to get what was coming to me. I found the there use bringing it to the attention of the cashier, as she will just adjust it to the right price or refer you to customer service.

Wal-mart in Agincourt does not live up to the code. You have to call the manager.

Lots of inaccurate info being posted in this thread (eg the code hasn't been around anywhere close to 15 years)

A few minutes with google with answer the questions being asked. Facts for cashiers: www.cacds.com/onrecord/documents/EnglishCashierDocumentSeptember2007Final.pdf
Scanning committee 2008 report: www.ccgd.ca/home/en/PDF/National/Scanner%20Accuracy%20Report%20-%202008.pdf

Since Xmas 2008 I've save $54 on 6 overcharges, plus got a $20 gift card extra for complaining about the staff at one store.

There are many reports posted online from current/former staff, or by customers who have been told by staff, that stores have specifically told the staff NOT to honour the code unless the customer persists. Walmart often mentioned in that regard

Retail staff are being cut short and whoever left with the job are faced with lot of tasks. Often we are lack of manpower to take off talkers and now customers are upset being rip off. But try to understand the staff that work there as well. When I am in a store I will happy to pay whatever the talklers or label says I don't want it for free and be greedy.

I had an issue at the Costco in my city. I called the 1-800 # for the Canadian Federation of Independent Grocers. i spoke with someone there and she informed me that if a customer does not get satisfaction / if a store does NOT follow the "Scanner Price Accuracy Voluntary Code" a customer just has to call the 1-800# and report it. then an inspector from the fair business practice act will come and go through EVERYTHING in the store. if they find even ONE item mispriced, the LAW comes into effect. (it is false advertising to price at item at one price and charge a higher price at the cash) the penalty is a MINIMUM fine of $5000!!!!!

Yes, it does work. Overcharging is rampant and it happens all the time. If you are overcharge, go to customer service and ask them if they are aware of the Price Accuracy Scanning Code. Most drugstores, retail and grocery stores are members. If the person is not aware, tell them that if they charge you more than the advertise price, you'll get it for free as long as the item cost less than $10.00. If you need more information on this subject, just google it (scanning code of practice). It will give you all the information you need.

I am aware of the scanning policy; however, the store clerks will never volunteer it. Recently at Shoppers Drug Mart, I purchased a case of Brisk Lemonade and it rang in for 20 cents more than the advertised price. Knowing that there is a policy at Shoppers, I asked the clerk if they had one and she asked what it was. When I explained it, she knew what it was and said I would get the lemonade for one cent. Throughout the years, I have been the recipient of many items for free because I watch every item that goes through the scanner. From time to time, I have had to retrieve the sign from the shelf and bring it to the cashier to prove my point when arguing about a price. My advice is to know your prices and watch the register because it certainly pays off!

I wasn't aware of the Scanner Price Accuracy Voluntary Code, but the Co-op Grocery Store in Florenceville, N.B., is. Just a few months ago, an item I was purchasing scanned in at the wrong price. The cashier noticed it, not me and she immediately said the item was now free. I was surprised and said it was OK, but she insisted and explained the policy. So, kudos to the Co-op for being honest! It was the first time I had ever heard of this policy. Thank you to Marketplace for helping to make more consumers aware of it. In today's context, every penny counts!

Here is a list of participating stores.

www.consumerscouncil.com/index.cfm?pid=15488

I was not aware of this code, but would like to compliment the Zehr's store in Goderich, Ontario. While buying groceries on Sunday I purchased a bag of dog food that was on sale for 9.99 regular price 11.39. The cashier scanned and sure enought the price came up at 11.39 which I commented on. After the pricing was checked by an employee the head cashier adjusted the register and also advised that I would not be required to pay for the dog food. Hopefully more stores in our area will follow suit and restore consumer confidence in this small town.

After your story, I went to Canadian Tire in Cambridge and purchased an item that scanned at $6.99 but was tagged in the isle at 4.99. I pointed this out to the cashier and she adjusted the price to $4.99. I pointed out the "Scanner Price Accuracy" to the cashier and asked if I shouldn't receive the item for free? She went to Customer Service for about 5 minutes and then returned. She scanned the item again and it came up as $4.99 and said there you go. On the register display, you could see that when she originally scanned the item, it came up as $6.99. I told her that all she did was adjust the price of the item in the system to correct displayed price... however it still originally scanned at an incorrect price and shouldn't I receive the item for free, pointing to the "Scanning Price Accuracy" sticker again. She read the sticker (again), cleared the item off of the register.

I HAD A SIMULAR SITUATION JUST THE OTHER DAY AT WALMART!
I BOUGHT 2 WIPER BLADES AND WAS OVER CHARGED & WHEN I TOLD THE CLERK AT THE SERVICE DESK THAT I WAS TO GET THE ITEM FREE SHE GAVE ME A HARD TIME AND I CALLED FOR THE MANAGER .
HE CAME AND TOLD HER TO GIVE ME ONE WIPER FREE!
I GOT NO APPOLOGY JUST ATTITUDE. I WILL MAKE SURE I DO NOT SHOP THERE UNLESS I AM DESPERATE TO DO SO!
I HOPE EVERYONE CHECKS THEIR RECIPTS BEFORE THEY LEAVE THE STORE!
THANK YOU MARKET PLACE FOR ALL YOUR HELPFUL INFORMATION & TIPS...PLEASE KEEP UP THE GREAT WORK!!

AN AVID FAN OF MARKET PLACE!

I have had problems with Wal-Mart in regard to their inaction when confronted with price inaccuracies. They are very slow to compensate customers, knowing most people won’t bother to pursue the issue if they have to wait. As a former employee of Wal-Mart, I know for a fact that there are a lot of inaccurately priced items on the shelves – people working night shifts for minimum wage or slightly over it don’t exactly have much incentive to put extra time and thought into double-checking to be sure they haven’t made any mistakes. My only understanding as an employee of Wal-Mart was that associates were to give a refund for the difference of the price on an item.
My biggest suggestion to people is to jot down the cost on items, read their receipts, and check it over. Grocery giants usually have to fine tune their prices Sundays and Mondays due to errors in the system because of the mass change in product pricing. Given this knowledge, I would guess the number of incorrectly scanned prices is even higher than your article suggests; especially in stores that have massive sales week to week, as opposed to month to month.

www.consumerscouncil.com/index.cfm?pid=15488 lists stores that are in the Scanner Price Accuracy Voluntary Code. It advises customers to “Look for the Scanner Privacy Accuracy Code sticker at the checkout of these participating retailers.” Is that a loop hole? Does no sticker mean that the store doesn’t have to honor the code?

I found a pamphlet under Canadian competition bureau
under "Code of Practice" Scanner Price Accuracy Voluntary Code for 2002. It gives reference to CFIG ( The Canadian Federation of Independent Grocers) I would think that this has to be displayed somewhere either on their flyer or a sticker on the door. Not sure about this. But you could try looking for this on next visit.

Was your focus on Wal-Mart limited to only one store? I too had a similar situation in a Wal-Mart in my local area. I tried to purchase a sale item for $9.99. When the item was scanned the system price still read the original price of $29.99. Unlike your experience, all it took was an over-ride authorized by the dept manager. After 5 minutes I was walking out the doors with my "free" item yelling at my wife to "start the car"....

I had experienced the same with Wal-Mart(Rockland, ON) several times per month, the price doesn't match, the sale signs are messed up and really confused consumers. They never mention anything about the 10$ policy/rules, but will only reimburse the difference. Even after I complained about the fact that I have to walk back from one end of the town to the other end after realizing they make mistake on the price.
Now, I don't lesve the store before I double check the price on each item. Wal-Mart never made me aware of the $10 rules... SHAME on you WAL-MART (ROCKLAND, ON). From Now on I will print the “Scanner Price Accuracy Voluntary Code.” and show it to the "so much called" MANAGER...

Once again SHAME ON YOU - Wal-Mart ROCKLAND ON.

Thitiya

I think the customer should get it for the correct price. Get change back if that applies. No more, no less.

You say, "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." I see no indication of that "$10 off the price" part on the Competition Bureau's website.

And, because this whole code thing is totally voluntary, why would any retailer take part? Also, because it's voluntary, it's just more toothless pseudo-legislation "endorsed" by our federal government. That makes it all a waste of time & money!

But thanks for pointing it out.

I live in Lewisporte, NL where incorrect pricing runs rampid. I frequently inform cashiers that I am supposed to receive items at no charge, but, even with the scanning code practice right on or near the cash, it's always an upward battle which usually gets settled by the manager. The cashiers more often than not, are not aware of the scanning code practice. They will attempt to give me the difference in the regular price and the posted price. I moved here about 6 years ago. My aunt and I were shopping and I had to pick up another item while my groceries were being checked in. My aunt noticed I was overcharged on 3 items at the save easy store. The overcharging continued on a frequent basis until I decided to request items at no charge. They laughed at me at first until the manager and their procedure manual pointed out I was indeed supposed to get the item for free.

We live in B.C. . Can you tell us which stores have made the commitment to abide by this rule?

I too was not aware of this "code". However, I was in our local Zehr's store & mentioned that the price I was charged for a large bottle of handsoap was wrong. I cashier immediately called her supervisor and explained that the price came up higher than it should have been. The cashier then explained to me that I would not be charged with the item as their policy is to give the item to the client as it was under $10. I was very surprised. Like most consumers I have had to correct many stores over the years for a higher price at the checkout & this was the first time I got the item for free. The cashier explained to me that this is common at their store and that it does happen & when it does they always follow the "code".

Where can a consumer get a copy of a stores' codes? As the posted comment by Jeanne Greven it would be time saving to have the stores codes present so as to avoid problems with store employees/management.

Do you have a list of store that subscribe to this code? I know of some grocery stores that do. Is there an actually written agreement that a person could use to back up their dispute with a store?

My experience has been the same as Jeanne's. Even though it's voluntary, the point of the Scanning Accuracy Code is supposedly to increase accuracy between the shelf price and the scanned price. If the store isn't going to pay attention when discrepancies are found, why did they sign up for it? Another frustrating problem, especially at Superstore, Wal-Mart & Zellers, is having NO shelf tag for an item, or the price on the shelf below an item is for a completely different item. FRUSTRATING!!

I was extremely pleased to see your BUSTED expose on UPC scanner pricing. Without even knowing about this code, Sobey's and Zehrs stores have both given me the incorrectly scanned items for free, however, Walmart has on at least 5 occassions refused to even correct the price and I was told by clerks in their stores that "the scanned price is the price" even when I took the time to take them to the shelf to prove my point. I am happy to see that Walmart was finally BUSTED on this and hope that they will now start living up to their undertaking.

I have been aware of this code, and utilizing it, for more than 15 years now. Very few consumers are aware of it, even though most retailers display the details of the scanning code policy right at the registers.

I believe the potential money saving numbers offered in the show were incorrect, however. I do not believe that someone can potentially save $30 a month on incorrectly inputed grocery items.

If 2% of items in a store scan incorrectly, that doesn't mean that each customer has 2% of their order with errors. Unless someone is purchasing everything in the store, which is impossible, there is no way to receive $360 worth of free items over the course of a year.

I watch every single item I purchase and catch every error and in 15 years I haven't saved anywhere near $360 on mispriced items.

Where does one get a list of stores that belong
to the Voluntary Scanning Code ?
Is there a list on the internet ? If so , what is
the internet address .

Hello? You're busting a whole chain of stores based on only one outlet? How about a show on whether journalists live up to a code of ethics...

It must have been a slow week.

@ Doris

It is a voluntary code, and Zellers does NOT participate except in Quebec. In Quebec they have a law that is similar to SCOP and it is NOT voluntary of course. :)

Also people keep in mind this does NOT apply to items that have a price tag on them or have the price right on the packaging.(ie. most clothing, some CD's DVD's etc)

Hi, I need confirmation!On March 7/'90, after seeing Marketplace the night before, I was faced with overpricing in Zellers and went to the Customer Service desk to get my funds back. I exlplained what the policy was, (or how it was relayed to me ) and was denied the money, (about $7). I asked to see the manager who came immediately; he explained in no uncertain terms that it was NOT an official policy, offering to give me the original pricing along with a $10 gift certificate which I accepted, telling him nicely I would prove him wrong. He had suggested I do that. Where is this code written in hard ink? Thanks, Peter

I enjoyed you show friday night about the price scan code. I decided to print off a copy of your artical so I could keep it in my purse so I do not have to argue abou the code I would just so them the artical. I then decided to go one step further and print off the pamphlet from the from the competion bureau canada and I can not seem to find were it is 10 dollars off anthing over 10 dollars. Where would I find this information.
thanks Margaret

I actually found out about this a couple years ago when I was shopping at Zehrs in St. Catharines, ON. I was going through the self checkout and had an item scan at the wrong price. As soon as the clerk noticed it she took the cost of the item out and gave me the item for free. I was happily surprised. Did not know why but now I do. Kudos to Zehrs!

With all the negative information and comments that will follow this story, I would like to post something positive. My boyfriend and I were in Mark Work Warehouse recently and the Cartharts we were purchasing rang through much higher then the advertised price. Upon the cashier fixing the issue, we realized that we were charged $10.00 less for the product that what was advertised. At the time, we thought maybe she had became flustered. Now I see that she was just honouring this code. If I could go back to Mark's I would thank that customer service representative for being honest. Congratulations Mark's on properly training your employees.

Interesting program. Have encounter this issue at more than one store. Eventually getting the correct advertised price.

Is ther a master list of all the stores that have this policy?

If this list could be published in the press or on the net it may help many consumers

It is not a surprise to people who work in the animal care industry that the majority of puppies sold in pet stores come from puppy mills. The surprise is that people still buy from the stores, that the pups are still able to come across the border with ease and that the authorities do little to control it. How many animals have to live in disgusting conditions? How many animals have to live in wire cages that hurt their feet, eat substandard food, suffer terrible genetic ailments, die of lack of veterinary care? This issue is an age old issue that never improves because the amount of money that can be made is enormous and if you hold back food, water, veterinary care and don't waste time on cleaning or caring the more money you can make. What needs to change is legislation and the legislators doing the job they are paid to do.

I was not aware of this policy. Where can you actually view a copy of the policy and which stores honour it?

So I should get $10 off buying a puppy? I am so confused.

The Code is voluntary in Canada (outside of Quebec, where it is law) and HBC (Zellers, etc.) do not participate because they would go bankrupt with their incompetence at setting prices.

It doesn;t apply to being under charged or to products with a price tag on them.

I had a positive experience with Superstore in regards to the code. I was purchasing a plastic rolling cart which was on sale in their flyer. It rang in at the regular price. The manager checked on it for me and then gave me $10 off the sale price. I was happy with this customer service but did not realize that it was actually part of this code. So much for thinking I just got a special deal that day!

I find that the Superstore scans things in wrong all the time for me, especially general merchandise that they put on sale after holidays, but they ALWAYS cheerfully give me the 10$ off or the item for free. This has happened to me, and my parents, a couple time at Sobeys and I have always had to fight about it....usually I don't have time to stand there and I pay for my item, leave then contact the manager later and I always have gotten my money refunded. However my sister and parents have had less luck in Nova Scotia at the same stores....

Does Marketplace have a list of stores that have signed on to the "Scanner Price Accuracy Voluntary Code"? If you do, I an sure that a lot of people, myself included, would appreciate seeing such a list. Maybe you could post it on your web site. Failing this, maybe you could provide the contact information so that consumers could access the information themselves.

I have twice benefited from this policy - once at Pharmaprix (Shoppers Drug Mart in Quebec) and once at Maxi supermarket. Of course, both times I had to tell the clerks that I was supposed to get the item for free; they obviously would not willingly offer that information.

I've NEVER had a store honour the scanning code properly, though when I've put up a fight I've eventually gotten it.

It appears stores belonging to the Retail council (as opposed to the drug and grocery councils) are the worst. As a regular reader of various shopping sites I've seen countless complaints about stores refusing to honour the code (walmart the runaway leader lately).

The scanning committee's own survey shows a massive non compliance with even the commitment to post the sign at the entrance and registers.

Clearly the voluntary code doesn't work for the stores that have volunteered (and the worst offender for price scanning overcharges, HBC's Zellers, doesn't bother to volunteer). We need the rest of the country to make it a law like QC, or start the inspections with huge fines seen in many states.

I was unaware of the Scanner Price Accuracy Voluntary Code
until last Fall when at Superstore in Nanaimo BC I was
charged full price for an item that was advertised at 40%
off. The customer service assistant checked the ad, refunded the overcharged money to me for one of the boxes, and refunded all of the money I paid for the second box; thereby, the second box was free. Two weeks ago with a different product, I received one of the bags free when the price was found to be recorded incorrectly. Other than Superstore,
Save-On Foods in BC also has honoured this Code with a free product when I was charged the wrong price.

I do know that our home town IGA store has this policy and have honoured price differences without a problem. I have never experienced this 'code' at Superstore, Sherwood Park, AB.
I just thought it was our small town grocers way of showing they accept responsibility for the mispriced items - and compensate the customer for the inconveniences incurred.

We need to pass an amendment to Consumer Protection Laws making this scanning code of practice the norm for all retailers.

Canadian Tire, right on their front doors as well as every cash register has this scanner code label notice. I had to tell the sales girl at the till when something didn't come up at the right price that I get it free (I also had to go and get the ticket from the shelve only because the person who they kept calling to do a price check was too lazy to go), she didn't know about the code, I said it is on your store door and your till, she still didn't know, called over a manager, who didn't know, I had to point it out for him. Then I got it free. Canadian Tire in Port Alberni, BC maybe train your staff. The customer service is really unacceptable!

For Walmart while it does happen, its not too often, I always mention that we get it for free but they already begin to give full refund and it does not take long at all. In Port Alberni they know the code!

In our town Extra Foods (sister store to Superstore) is the worst for wrong scanner pricing. I wait until I got through the till and head to customer service. I always have to remind them that "I get that free right" and it is a pain because they really take their time, we have gone now to just go and get the ticket on the shelve and show it to them.

I just 2 days ago had a problem at the local Extra Foods in Kindersley, Sask. It took me three trips to the store and getting rudely yelled at by a supervisor that wasn't going to give me the 2 different incorrectly priced items for free.
If you have a sitiuation like this. You should actually call the number posted in the store for the people that are in charge of the scanned code program. They contact people like Westfair, in my situation. And they put pressure on the companies to abide by there agreement. Without people calling and making them aware of the problems. Nothing with ever get fixed or they will get sick of the complaints and start to do something about it. Also people should start contacting the compaines like Extra Foods and making them ware of the situations. Complaining at the store isn't getting anyone anywhere.

I was very interested in the story about Do Stores Live up to the Code. I have been doing this very thing for about 4 years, checking prices and if they are wrong, I call them on it. I worked in a grocery store and know the protocol. My store did Price Integrity, Scanning code of Practice, or whatever you want to call it every day. The cashiers knew about it and practiced it all the time. The customer was not always the first to notice it and we corrected it right away. If you don't, the store itself can pay out a few bucks on a daily basis. I have even done it in the United States at a Walmart. Every store that does the Scanning Code of Practice has to display a sign by every cashier. So watch for these signs to know if they are involved. Check your prices and you will be surprised at the amount of errors you can find.

OK, this report is good. We know for sure Superstore, WalMart and Shoppers Drug Mart are involved. I would very much be interested in a list or a site which lists all retailers which are involved rather than expect a label to be posted on the front door. Going to the following sites is really just a waste of time. Just try and find out who the members are.

Retail Council of Canada
www.retailcouncil.org
Canadian Association of Chain Drug Stores
www.cacds.com
Canadian Federation of Independent Grocers
www.cfig.ca
Canadian Council of Grocery Distributors
www.ccgd.ca

I am aware of this code. But wasn't sure if all stores were to honor this or not as Zellers does not.

I have had no problems but what if an item is cheaper than the shelf ticket price? Would this still apply?

Do stores live up to their code?
I find in our town Superstore is the one that often has a wrong price, and it can take a very long time to get any action. There's always an excuse, and after 20-30 min of getting nowhere, I have left without either the product or the item free, because it just isn't worth my time standing there getting more and more frustrated and not getting anywhere. Now as soon as a wrong price comes up, I tell them, forget it, I will not buy that product. and not waste my time on it.

I find I am constantly discovering mistakes on my receipts for products I usually bought because it was supposed to be on sale! Then the store charges the regular price and without realizing this I have returned from my trip, I am then faced with whether or not it's worth the gas usage to return to the store to get the refund. However, since I now know the Scanner Price Policy, thanks to you, getting the product for free or the $10.00 if it's eligible, is definitely worth it. Incidentally the store that I have often had price errors with is Zellers. You hadn't mentioned them.

Thanks again.