Scanning Code of Practice (SCOP)

Did you know that if a major retailer scans your item for the incorrect price that you may qualify for a discount on that item?  Sometimes the store may give the item to you free simply because of the error!

Most major retailers in Canada follow a voluntary rule that’s called the Scanning Code of Practice.  According to the retail council, this is their definition:

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

    (a) if the correct price of the product is $10 or less, the retailer will give the product to the customer free of charge; or
    (b) if the correct price of the product is higher than $10, the retailer will give the customer a discount of $10 off the corrected price.

These are the stores that follow this practice:

  • 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
  • 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
  • Thrifty Foods
  • Overwaitea Food Group
  • The Harry Watson Group
  • Longos Brothers Fruit Markets
  • + 1374 independent locations

So next time you’re shopping at one of the retailers listed above, make sure to watch the check out monitor like a hawk as you may be entitled to a discount if there is an error.  Even without the incentive, you should be watching the prices anyways as errors in pricing happen all the time, and usually not in the consumers favour!

From personal experience, I have used the scanning code of practice when buying groceries at Loblaws.  Have you used this rule to your advantage?  If so, with what store?


  1. Blair Conrad on May 25, 2009 at 8:34 am

    I’ve used it a number of times, although sometimes I come away wondering if it was worth my time. Sometimes stores are really good about it, but often I find that I have to explain:

    1. What the Scanning Code of Practice is.
    2. Yes, I really get the first item free (or for $10 off)

    Sometimes when I’m buying multiple items that are affected, I then have to explain that I don’t get _all_ of them free (my conscience wouldn’t let me take them) and a 15 minute math lesson ensues, as I teach people how to multiply and subtract.

  2. Novice on May 25, 2009 at 10:46 am

    Agree with Blair. It works but it takes a lot of work sometimes. If I get a blank stare from the cashier I just say ‘please get a manager’ and then try not to turn around as I feel the daggers from the eyes of the other customers in line stabbing me in the back.

    Used at futureshop and bestbuy a lot. A LOT.

  3. Kevin on May 25, 2009 at 11:00 am

    In my quest to be cheap (not easy), I buy things 50% from Loblaws (and Provigo here in Quebec). They have pink triangular stickers that they put on items usually on the sell-by date. Often, though, the cashiers miss the stickers and ring the item in at full price. Quick trip over to customer service and they’ll refund the full purchase price, not just the 50% difference. Nice.

    BTW, this is one of the ways my wife and I have found to save money and keep a little “excitement”, if you will, in our kitchen. By going to the grocery store with the goal of finding something for dinner that’s 50% off, you end up getting something you might not have tried before. I’m not a Birkenstock-eating-tree-wearing environmentalist, but I tried the organic free range steaks from Loblaws simply because they were 50% off. They were fantastic…probably the best beef I’ve ever eaten outside of a restaurant. Normally they’re quite pricey, and I doubt I would have tried them had they not been discounted.

  4. Kathryn on May 25, 2009 at 1:24 pm

    Yes, but I agree with Blair. If you mention that it was the wrong price they will change it to the correct price. You have to be the one to bring it up. “Doesn’t your store have the scanning code of of practice?” At that point, in my case, they’ve followed through. I’ve never heard of them using it of their own initiative. So be sure to bring it up.

    Great to have an extensive list of stores that have this practice! I only knew about Walmart and Loblaws.

  5. Canadian Finance on May 25, 2009 at 1:38 pm

    It is a hassle, on top of having to mention it and explain it, I normally have to go stand in the customer service line to get my money… that said, I still do it anyways!

  6. Mark on May 25, 2009 at 1:40 pm

    For all its many “have nots” I have to hand it to Quebec on this one; not only is it common practice – it’s the law.

    The scanning code of practice mentioned is pretty much what the law states here as per consumer protection.

    And whereas Novice mentions he receives “daggers” in his back, most people following me in line tend to take a closer look at the price scanned :)

    Thanks for bringing it up; since we’re moving to Ontario next month, my wife & I will deffinitely need to keep a closer eye on this!

  7. Cam Birch on May 25, 2009 at 2:11 pm

    I never knew Costco had this policy, I have certainly never noticed any signs. There are several items that I would have gotten at a bigger discount had I known.

    I have taken advantage of this system at Loblaws several times. Usually when a meat item goes on sale they forget to relabel their meat packages with the new price. This means remembering to go to customer service to ensure you get the $10 or free but I’ve purchased some expensive and completely incorrectly labeled meats before and loved the discounts.

    Most of the time the customer service people fix the problem from happening to other customers quite quickly. At a cost to the store of $10 I expect that its actually cheaper than doing the work correctly in the first place. Its annoying that I have to help them do their own jobs but with a discount I guess I’ll continue.

  8. Kyle on May 25, 2009 at 2:12 pm

    I was just in a store the other day that definitely avoids having to follow the scanning code of practices wherever possible by not putting prices on anything. They had nothing but SKU’s on most of their products because they’ve been adjusting their prices so frequently. If you are lucky enough to find a product with a price tag on it, it’s almost guaranteed that the item will ring in differently than their catalogue price or the price their sales staff tell you. If you argue about it enough, they’ll usually give it to you at the price tag price, but not always.

    It was such a frustrating experience to try and shop there that I left without purchasing many items I had planned to. This store is for outdoor goods for camping and fishing, etc. so I don’t need to shop there frequently and I’m now looking for other alternatives.

  9. casey5 on May 25, 2009 at 2:35 pm

    I have used it at Loblaws, Wal Mart, Price Chopper and No Frills. 9 out of 10 times, the cashier doesn’t know the procedure. The experience at Wal Mart was the worst. The cashier refused to call her supervisor, believing she was right, and even the supervisor had to explain to her, in front of all customers, how the practice works. And she still argued with the latter for 5 minutes.

    It pays to have good memory!

  10. Four Pillars on May 25, 2009 at 2:57 pm

    I honestly can’t see this being worth the time and hassle. I don’t mind telling the cashier that the can of beans should be $1.59 instead of $1.99 but am I going go through a lot of hassle to get that free $1.59 can of beans?

    Not a chance.

  11. Caitlin on May 25, 2009 at 3:08 pm

    I’ve found what happens more often than not is when you mention to the cashier that an item rang up incorrectly, 9 times out of 10 their first instinct is to just refund the original price and re-ring it at the proper price. The Scanning Code gets used so infrequently (because your Average Joe either doesn’t know it exists or just forgets about it) that even if the cashier had been trained on it when they were hired (it was probably only touched on briefly), if they have never actually done it before they are not likely to remember what they are supposed to do.
    If this happens, just keep calm. They are not trying to rip you off or “punish” you by making you wait while someone checks the sign on the shelf. Keep in mind that, to be honest, people try to rip them off every day, and a good cashier learns to be wary of customers complaining about being charged incorrectly. I was a cashier for 5 years, and over 70% of “incorrect scanning” cases were due to a customer misreading a price sign (eg the Brand X was on sale but the customer grabbed Brand Y instead, or the sale sign said it was for the 750g box but the customer grabbed the 1.5kg box). The other 30% were brought to the attention of the store manager and properly dealt with.
    If you come across a cashier who doesn’t know what to do for the Scanning Code, talk to the manager even if you get it corrected properly with the cashier. It’s possible they will have do some re-training on the Code to make sure all their cashiers are aware of the practise. If you don’t speak up, the manager might not know that the cashiers do not know the proper procedure.
    In the case of the argumentative WalMart cashier above… well, she was either poorly trained or just plain ignored the training, and needed that wake-up call! Hopefully she’ll remember (and be much more polite) in the future.

  12. Sampson on May 25, 2009 at 3:41 pm

    Hey FT,

    You’re streaming online!! congrats on the interview!

  13. cannon_fodder on May 25, 2009 at 4:07 pm

    I’d agree that you have to mention SCOP as no one from the store is going to volunteer on your behalf. I’m not sure how, but I can remember pretty much every price of every item I put in the shopping cart when I grocery shop and I always watch the monitor. Thank goodness most of the grocery stores are modern and they have PC-like displays where you can see the last several items.

    On a bit of a side note – I was at Real Canadian Super Store on Friday and they ran out of the 400g box of cereal I wanted. The young woman who was putting product away checked with her manager and confirmed none in the back. I noticed that they had an 800g box of the same cereal so I asked if it would be possible to pay 2x the sale price on the 400g and she said sure.

    I love it when a plan comes together.

  14. Audree on May 25, 2009 at 9:47 pm

    i know someone in QC who switched prices to make sure she would get her lasagna for free. Seriously.

  15. FrugalTrader on May 26, 2009 at 12:48 am

    If the cashier makes the scanning mistake, we simply complete the checkout with the wrong price, and bring the receipt to customer service. They’re the ones who usually take care of the refund.

  16. Stephen on May 26, 2009 at 12:29 pm

    Remember everyone, the SCOP only applies if the item rings up at a higher price at the cash register. If the item actually rings up for cheaper then you aren’t supposed to get any discount because you are making out better than your originally thought. At least one poster seemed to indicate that they asked for a discount even if the price error was already in their favour.

    It used to be that it was only applicable to “non price ticketed items” as well in that if the item had a price actually stuck on it (instead of just on the shelf) then you would get the lower of the ticketed price or the scanned price but no further discount. Don’t know if this is still the case or not. It isn’t mentioned in the block quoted text above but I’m pretty sure I’ve read it on the SCOP site before and on various signs found in store.

    I’ve used SCOP at Superstore and Shoppers Drug Mart … possibly Walmart as well (can’t remember).

  17. Alex. on May 27, 2009 at 12:03 pm

    Home Depot is a shop I really love the “Scanning Code of Practice” and where it really works well.

    Most of the time the employees don’t know about it, but they listen! :)

    My wife spotted blinds, which were reduced to 18$ from 69$. Well, the cashier did not have the right price in the system and I showed her a picture I took with my cell and we got it for 8$.

  18. CD Rates Guy on May 27, 2009 at 7:48 pm

    Wow, first time I’ve ever heard of this! In America, it’s hard enough to get people to price match even when they advertise it let alone get an item for free.

  19. laketown on May 27, 2009 at 11:54 pm

    I have used at Superstore a few times with no problem. Walmart with some explaining. Note, Zellers does not honour SCOP :(

  20. Robert on May 28, 2009 at 5:41 pm

    Shopper’s Drug Mart most recently and Real Canadian Stupidstore all the time. Sobey’s too. At SDM I almost messed myself up as I was willing to settle for the correct price, and not a free frozen pizza. But they refused even that, so I wrote the manager a letter and during that process I remembered the SCOP. I even looked it up and quoted the section to him. I got my free pizza, eventually.

    I am often tempted on a large shopping trip to take a pen or pencil and scribble the shelf price or displayed price on each item as I put it in the basket.

    Many (most?) of the items I get on this deal are where sale prices were advertised on shelf, and never taken down after the sale. I got a couple of boxes of ceral at Sobey’s once, the “sale” sticker was over a week out of date … it was taken down when the manager checked the shelf price, but I got no argument.

  21. Sampson on May 28, 2009 at 6:59 pm

    I didn’t know it at the time, but one Sobey’s Manager actually invoked the SCOP for me. They had left the sale display out by accident so I just wanted clarification on the pricing, when the Manager came back after checking, he gave me the item for FREE!!!

    Good man.

    My wife and I are hawks when it comes to checking pricing, and do it as the cashier scans the item so we don’t have to wait in the customer service line and get them to fix it at the til.

  22. Canadian Finance on May 29, 2009 at 1:12 pm

    I normally shop at Sobeys and most of my items are from the weekly flyer. I write down the things to get, plus the price in the flyer. So it’s easy to keep my eye on the price on the till display and on my grocery list.

  23. Debbi W on May 31, 2009 at 1:11 pm

    I had this experience at Canadian Tire last week. An item displayed at $14.99 scanned at $17.99. The cashier didn’t know what to do, so I paid and then took the receipt and item to Customer Service. The cashier there had someone check the display price, and then told me she’d refund me and then ring up the item at $14.99. I refused and asked for a copy of their SCOP in writing, to confirm that this is the correct procedure. There is definitely some staff training required – it seemed she had no idea what the SCOP was! She ended up calling her manager (who also seemed clueless), and eventually found a sticker near the main cashiers – CT’s policy is actually to give $10 off the DISPLAYED price (not the corrected price), so in the end I paid $4.99.

  24. skip on June 1, 2009 at 4:29 pm

    “CT’s policy is actually to give $10 off the DISPLAYED price (not the corrected price),”

    ALL stores abiding by the SCOP must take the $10 ff the correct price, which is the incorrectly displayed lower price

  25. Robert on June 1, 2009 at 4:51 pm

    As a follow up, I was in Canadian Tire on Thursday and purchased a $15 air filter than scanned at $16. The cashier on the self-checkout knew all about the SCOP and was very fast in giving me the item for $5. I was pleased to see that each checkout at my store has a statement of the SCOP on it. I am sure not many people read it, though…

    Seems it depends on who you get. Be firm and polite and refuse to give in!

  26. Ms Save Money on June 12, 2009 at 6:18 pm

    This is pretty cool. I live in Southern California and a few years back I was at Albertsons – bought a really big tray of strawberries for my class since we had a pot luck for the end of the semester. I don’t remember how much it cost but I think it was around $19. Anyhow, it was miss labeled and I got it for free. :)

  27. Chris Frame on August 1, 2009 at 11:19 pm

    Home Depot :Big Disappointment

    I just left a Home Depot where one of the items I purchased rang up 3.99 instead of 3.84.I was buying 10 of them. I mentioned it to the cashier who said she would ring it in for the correct price, I mentioned SCOP and she said she did not know anything about that, I would have to go to the “Customer Service” desk. The clerk at customer service said she had never heard of SCOP and offered me the product for the self price, I asked to speak to the manager. The manager came over and said “The Home Depot no longer supports SCOP, we got a very large memo saying we were no longer to give the product for free”. I said what is to protect me the customer when your staff forget to change prices and I pay more than I should. THE MANAGER SAID ” you can’t expect us to change all the prices on the shelf when the prices change in the computer, can you” In disbelief, I asked for my money back and went next store to WalMart and bought the product for for $0.22 cheaper. No more Home Depot for me.

  28. Lc on October 5, 2009 at 7:57 pm

    to the people that think “it’s not worth the time and hassle…..” . This practice is to keep retailers in line. If more people would watch the prices as well as refuse to give in to convenience pricing (purchase the overpriced item just because they are too lazy to chose something else), retailers would have to be more competative.

  29. carol iwasaki on February 15, 2010 at 9:36 pm

    whole foods, cambie, vancouver does not subscribe to the code notwithstanding their statement of “core values”

  30. dan on July 17, 2010 at 9:45 pm

    If find a wrong tag on the shelf (ie larger size) not properly filled and you want the cheaper price for the large item because it was filled like that are you right to demand set price?


  31. jeff remple on July 27, 2010 at 12:46 am

    i found out about the SCOP about 3 years ago after reading something about it and have used it ever since,i had been ripped off for years by these stores and now its payback time,i recieve about 100.00 worth of free items a month,and there isnt a shopping trip that goes by when i dont get 2 or 3 things free,when i first started using the scop i was interogated by the staff and humiliated in front of other customers for requesting things for free,now it bothers the store more than it bothers me as they cringe when they see me walk in,knowing fully i will be leaving the store with something free.i have introduced so many rippedoff customers to this policy and they are very grateful as they did not know.please all who read this,get some of your money back from these bloodsucking stores,its definitely worth it.

  32. Scott on November 23, 2010 at 6:28 pm

    I just purchased some milk from an Independant Grocer, The Milk had a reduced 50% sticker on it. The regular price is $5.29, and I ended up paying the full price. When I went back to the store the manager said “that I wouldn’t get it for free, I’ll only get it for the sale price being $2.64.This was because the product was already reduced.

    Is this correct?

  33. FrugalTrader on November 24, 2010 at 10:44 am

    @Scott, the store needs to have the scanning code of practice implemented. Afaik, it’s not law to use this practice, but voluntary.

  34. Scarlett on November 29, 2010 at 3:01 am

    The store i work at does not follow SCOP but god bless customers they try….and try…and try. It always leads to an argument because most of the time they don’t know what SCOP is and so I have to explain, then i have to explain our store doesn’t follow it then i have to explain why they can or can’t get the price thats on the tag. Its fun! I love being a cashier…

  35. Richard on February 9, 2011 at 7:15 pm

    I shop a lot at IGA, and it is like pulling teeth. I talked with the manager to ask him about the policy and he told me that he will make sure that all of his employees are trained, but with no avail.

    I think the funniest incident that happened to me when the apples I bought were scanned at the wrong price. A sale person wanted to give me one apple for free. She couldn’t understand (or didn’t want to) the meaning of bulk products. They really try to make this whole thing as difficult as possible to try to discourage consumers from using it.
    Considering the amount of mistakes that they make at labeling their products, if I obtained the full refund ($10) every time they scan something wrong I would probably make between $250- 500 a year.
    They supposed to advertise that policy at each counter, but they don’t.
    And, the they really take that personally, too. It is almost as if I stole from them, and they want to call the RCMP.

  36. Dave on July 7, 2011 at 11:03 pm

    I work at a Loblaws Store here in Newfoundland, and I’m actually one of the very few people in the store that practice it. If I get it ointed out a price is wrong, and it is actually wrong, I bring over the supervisor, and make sure they do it. It’s mostly because the place tries to be sneaky about the policy. It’s in plain viuew if you know where to find it, but if you don’t, you won’t see it. On our sliding doors, it’s placed so when they open, it gets put 98% behind another sticker.. And onm our registers, the customer screen bracket has an arm with the return policy, layed out exactly like the SCOP notice, then a credit card signing board that folds down, and right beneath that, the SCOP… Something no one ever sees.

    I actually got about $40 off of tonight’s shopping becuase of this. I bought some stuff for a marathon, and I bought it two items at a time (before, during and after work, that’s why they were such small amounts) and each time, I had an item that qualified as free or $10 off. And then I bought a pair of pants, regular $14, but they rang in for $15. After explaining to the Wal-Mart cashier, Supervisor, CSM and Store Manager, ,I saved my $10 off of them. It’s sad no one really knows about this, because I mean, we could all use this to our advantage, and as an employee, it doesn’t effect us negatively, since we’re not on commission, but eh, that’s life.

    And with my savings, I’m taking my girlfriend to a nice dinner tomorrow. Thank you SCOP

  37. amanda79 on August 21, 2011 at 4:00 pm

    Ok, so i bought a curtain pannel today at walmart it was 9 marked down to 5. I didn’t realize it was only 1 pannel till i got home so my husband went to another walmart and got the exact same thing for me but it was marked at 9 bucks…not 5. He asked the cashier and told her i bought one already that was 5 bucks but she wouldn’t change it and told me to take both receipts to customer service tomorrow. Now is this where the “SCOP” comes in? When i go back with both reciepts should i be getting the one that was rung up as 9 bucks for free because of the error? I want to learn more about this since there are many errors in prices that i buy. Thanks in advance for any help :)

  38. Jody on October 13, 2012 at 3:45 pm

    One time at Shoppers Drug Mart I was charged more than the posted signage. This was on a Friday night and they had already put up the new tags with Saturday’s sale prices. When I pointed out the price difference I was told that SCOP doesn’t apply because the price tag had next weeks dates on them. In very small printing. I didn’t want to argue because I didn’t know the protocol for that. Any idea?

  39. FrugalTrader on October 14, 2012 at 8:22 am

    @Jody, that’s a tough one, but if the dates are clearly labelled, then I’m not sure that SCOP would apply.

  40. WMCashier on March 4, 2013 at 8:21 pm

    Amanda79 — could be just the store you were at had them marked down. Because each store manages their own inventory, the store manager can have prices marked down for something at one store, but another store might be at regular price. So if the register at the store you were at was at the marked down price, but it wasn’t at the other store, good chance that it was just the store you were at that had them marked down.

    SCOP — it is up to the customer to call out SCOP when they notice a price at the register coming up different than the shelf price. It’s voluntary (except in Quebec where it is law), so the store doesn’t have to automatically do it unless you call them out on it. Also remember, the scanned price is particular to that UPC on the product…therefore, for SCOP to be used, the shelf price MUST be for the same UPC code. Often things are moved around so much by customers, or customers place things back where they don’t belong, that the wrong product ends up in the wrong spot. If that is the case, then SCOP doesn’t apply.

    Also, if you have, for example, laundry detergent…all the same manufacturer (ie. Tide), but each one is different (scent, for example), they may each have their own UPC code (not the same code)…if that is the case, and the register is coming up higher than the shelf price, then SCOP applies to them all….so you could get each one free (or $10 off each one if over $10). Of course if they all have the same UPC code, then it’s first one free (or $10 off if over $10…the $10 is off the shelf price, not the register price), and the rest at the shelf price.

  41. Kirm on October 24, 2013 at 3:40 pm

    In spite of what someone said about Home Despot, I find them excellent in following the practice.

    But here’s a little experience about Rona: I bought 2 tubes of construction adhesive and you know the rest of the story. Eventually the manager was called (One Ken) he said they didn’t have the signs up (SCOP signage) and therefore didn’t follow it. I begged to differ to no success.

    I filled out a complaint with the Competition Bureau online as Rona is a voluntary member of SCOP. I also sent in an email to Rona’s customer service with a copy of what I’d written to the CB.

    We’ll see what comes of it. The last time I did this was with StoopidStore and I ended up with a free block of cheese…but it took two months. I’m hoping with the CB involved we’ll get this resolved a bit quicker. In any case, me, a lowly consumer, shouldn’t have to educate store managers.

    Bottom Line: If you try for an adjustment with a MEMBER of SCOP and run into headaches PLEASE, OH PLEASE file a complaint with the Competition Bureau. It will keep these businesses clean.

    The truth is that the government was going to make it a law like Quebec but businesses banded together and said they’d do it voluntarily. We know why. They can abuse it easier if it’s not law. I’d rather see us adopt Quebec’s stance.

  42. s m on November 16, 2013 at 6:52 pm

    I work at Walmart and we most certainly are trained to follow the Scanning Code of Practice. If an item rings up higher than the shelf tag you get (FIRST one only) it free, up to ten dollars…if the item is over ten dollars you get ten dollars off…I only ever do this if the customer brings it to my attention, because, believe it or not, I DON’T have the shelf tag price of every item in the store committed to memory each week…I happily refund the incorrect price and override the price to $0.00….once I have had the department management verify this for me, of course…mistakes can be made by anyone…perhaps we have missed making the price change, or perhaps the customer read the shelf tag wrong (eg. 750g vs 1000g) Either way, PLEASE bring this to my attention and it will be fixed if it is incorrect. If an item has a price tag on it, the scanning Code of Practice does not apply anyways, but again, bring it to my attention and I can certainly ring it through at the proper price…with scanners doing all the work these days, I just ring items through without looking at the price…customers don’t like waiting for a slow poke cashier….but point out any mistake and I will promptly fix it for you….

  43. kirm on November 17, 2013 at 2:57 am

    Just a follow up to my earlier experience:

    The manager at the Rona I had the experience at phoned me back the next morning at about 9:00 AM. He apologized and I was surprised and accepted But I did mention to him that my main concern was that his staff was trained in the policy as his store volunteered to follow it. He assured me that stickers were going on the tills and the staff was going to get trained on the scanner code of practice. He also said I was going to get a free glue when I came in again. I haven’t been back yet but I’ll see him soon.

    Oh and as for the government; about a week later I got a form letter from them. I don’t take form letters very well, I’m afraid. I fired back a response to the letter telling him/her I was aware of everything he/she said in the letter, which was basically a recap of the code and how it works. I asked what kind of actual help could a consumer expect from the Bureau in cases like this where a volunteer wasn’t following what they volunteered for.

    Another week or so later I received a response telling me that basically if I can’t get satisfaction at a store level then they would look into it. I wasn’t brimming with confidence after that letter but, in my case, it didn’t matter as it had to be the email to Rona that got action.

    Good for Rona for taking such swift corrective action and good for Ken in being man enough to apologize for his mistake and inform his staff of the code and how to follow it.

  44. Jocelyn Boyde on May 10, 2014 at 10:34 pm

    I have had terrible experiences at Dominion Store in Gander, Newfoundland and Labrador. Every time a non ticketed items scans wrong, and it happens frequently, it always ends in an argument. They do not want to give me the item at no charge if the item is under $10 and they don’t want to take $10 off if the item is over $10. I have had staff tell me the Scanning Code practice does not apply if the transaction has not yet gone through which is incorrect. I have had staff tell me the Scanning code practice does not apply because the transaction has gone through and I should have said something earlier. Another person said I have to be actually out of the store before the scanning code practice is applied. They tend to make up the rules as they go. I now stand my ground and demands to get the item at no charge. The assistant manager told me today that he has been working at the store for 11 years and knows about the scanning code practice. My response was “you must be a slow learner”!!! Actually, I’m beginning to have some fun with this. I demand to see the store policy book regarding the scanning code practice, I ask them to read the scanning code posted near the cash, I turn and face the long line of customers and tell them about the practice. Many are surprised. People, stand your ground and don’t let these stores get away with it! They don’t want to follow their own rules. Think of all the people they have ripped off by advertising an item as on sale and then charging them a higher price. This would apply to seniors in particular because many cannot see what is coming up on the checkout computer screen. Shame on you Dominion Gander Store!!!

  45. Richard E TAIL on May 24, 2014 at 7:12 pm

    As a Retail Store Manager, I am all for the scanning code of practice, especially if it is a genuine mistake, and I embrace the fact that if we over charge you…. you get it for free! plain and simple! why wouldnt we??
    What I DO have an issue with, is something that I am sure you ALL will gasp at, and I would like to know your thoughts seeing as it impacts the prices you pay each time you shop:

    If a customer comes in to a store, not wishing to purchase anything or not actually ‘genuinely’ shopping for the usual weekly shop items, but in fact knowingly/pre-emptively planning to collect as many free items by utilizing the SCOP, and systematically selecting/checking for every single product that has yet to have weekly price changes done, and having them run through the registers with full knowledge that they are ALL going to be free once he has taken everything to customer service to be price checked/refunded (which takes hours and really annoys the other customers), ALSO add in to this that it happens EVERY DAY with the same customer to the tune of approx $200 – $350 PER VISIT, which severely impacts the future pricing of your groceries due to company loss! At this point, I would like to ask you all….isnt the definition of a thief a person who pre-emptively plans to visit a store to knowingly have no intentions of paying for goods, but to take away $$$$$$+ worth of goods for free, (stealing…right??), so why can a person who has the same pre-emptive plan to knowingly and intentionally walk away with $100’s of $$’s of merchandise each day for free with the only minor difference being a visit through a register to validate the already ‘guaranteed/pre scanned for varification’ purchases… get away with it?????

    Isnt this still classed as theft?

    1, 2, 3, 4 items with incorrect pricing during the weekly visit to the grocery store is certainly cause for implementing the Scanning code of practice, I 100% agree, but 80-100 items that have been systematically selected from within the entire store, selected purely for the ‘Free Factor’ SURELY cannot be what the scanning code of practice was implemented for??

    Thoughts anyone?

  46. Richard E TAIL on May 24, 2014 at 7:19 pm

    As an extra point to my previous comment, this customer has just been in the store, and once again collected just short of $400 of free ‘RANDOM’ items!

    I get the fact that we should deal with the labels more efficiently, and I agree…… but still,

  47. Jocelyn Boyde on May 24, 2014 at 9:07 pm

    Richard, how can there be so many items not yet scanned for the correct price? I don’t get this. If something is advertised on sale starting on a certain date, why isn’t it put into the computer system to scan for the right price. My hat is off to the guy who gets $400 worth of items as it is the stores’ responsibility to make sure the right price is in the computer. Usually, it’s the store who makes profits by scanning the higher price because many people just assume the price is scanning for the price advertised. Some people don’t want to complain that the wrong price was scanned and if they get home and notices the error, it isn’t worth the cost of going back to the store. Maybe it’s the stores who are the thieves.

  48. kirm on May 25, 2014 at 4:25 am

    RIchard, I know what you’re saying. No matter what there is in life someone will always find a way to abuse it. Buuuuut, the scanner code is a voluntary thing and your chain doesn’t have to follow it if you don’t want to.

    If enough retailers bow out you’ll get rid of it. But then the government will put it into law like it is in Quebec and you’re all hooped. That’s how the “code of practice” came into being. The government was working on putting a law in place when you all decided you didn’t want that and decided to govern yourselves and take this alternative. Personally I’d rather see the government make it law. Then EVERYONE has to follow it and there would be way less BS when you have to deal with clueless store associates and managers.

    What that person did in you store was a wake up call that you need to be more careful about your pricing. I couldn’t be bothered myself to run around a store looking for small free items. I’ve got better things to do with my time.

    The times I’ve invoked the code the people behind the counter rush to fix the pricing. That’s what should happen. I help you catch a price error, you fix it and I get a small reward for my effort.

  49. SST on May 25, 2014 at 10:38 am

    @Richard: sounds like perfectly legal arbitrage to me.

    “…systematically selecting/checking for every single product that has yet to have weekly price changes done…”

    Well done to that shopper.
    BTW, why hasn’t every single product had the price changes done by the time the doors open?

    Sloppy business practices garner no sympathy.

  50. bonnie on September 30, 2014 at 12:46 pm

    I work for Metro. My husband purchased a bottle of oil last night. He said it was on sale for 6.99 but I noticed this morning that I was charged 7.99. I returned it to my store and was told that employees are exempt. Is this correct? I feel if we are off duty, we should be viewed as regular customers. Am I correct?

  51. Carol on February 14, 2015 at 9:07 pm

    What do you do if the retailer denies you the SCOP. I was at Walmart buying a booster seat for my child. The tag clearly showed on sale for $28 from $38 however it rang up at $49.98. I had to fight for 20 minutes for them to give me the sale price which clearly was marked down twice. When they finally agreed that it was on sale for $28 I asked about SCOP and the manager told me to be thankful I was getting it at the sale price. Who can you contact about them not honouring this? So frustrating. I left the store with my seat and felt like a criminal in the end. I sent 2 email complaints. One to walmart head office and the other to the manager of this particular walmart to which I have had no replies at all. Sad

  52. Jocelyn Boyde on February 15, 2015 at 10:11 am

    I was in Shoppers Drug Mart in Gander. I bought a box of chocolates which rang up higher than the sale tag price. The cashier went over to check the tag, took it off and put it in her pocket. I went over to the shelf and saw the sale tag was gone and I saw her put it in her pocket. She pointed out to me the regular price of the item and I said there was a sale tag there and I believe it is in your pocket. She hesitated but then acknowledged that indeed it was in her pocket. I got the chocolates at no charge. I was shocked that a sales clerk would do that. The scanning code practice is there for a couple reasons. To protect the customer but also to see how the scanning procedure is working.

  53. Jocelyn Boyde on February 16, 2015 at 8:41 am

    Richard…..I have seen the deceptive practices of cashiers who deliberately attempt to not follow the scanning code practice. That game can be played by customers too. When the cashier attempts to hide the sale tag…..that’s taking this issue to another level.

  54. Midnight-crossing on March 15, 2015 at 3:27 am

    Richard, I am one of those shoppers who look for price tags and sales that already ended and are still posted. I make no excuses that I indeed go shopping for free things from SCOP. I can almost recite the code by heart and have a copy available on my smartphone. Just today I had 5 qualifying items, the stock boy went to check prices as I stood at cash and came back to claim only one had a wrong tag…he even proceeded to as me to follow him so he could show me. Yup, you guessed it, he removed them all but one…you should have seen the look on his face when I said “it was there a minute ago, want to see the photo on my phone?” BUSTED!!! Yeah, so I have zero problems going into a store to purposely look for mispriced items. Mind you I only “buy for free” things I use. Otherwise I could walk away with $400 in goods too. Today it was just $50 in nail polish.

  55. Midnight-crossing on March 15, 2015 at 3:35 am

    Also of note, it’s the stores responsibility to make sure customers aren’t overcharged!! Once I get my SCOP freebie(s), I’ve helped the store do the work the staff didn’t do (or whoever usually removes the price tags on last weeks sale items). That’s my pay for being observant. I never thought about doing a $400-$500 SCOP but I sure as heck could at almost any give time. Maybe some stores need a lesson like that. Hmmmmm, you’ve really got my mind thinking now…

  56. Stoney353 on March 28, 2015 at 9:50 am

    There’s an awesome blog on Facebook regarding SCOP.

  57. Stoney353 on March 28, 2015 at 9:58 am

    I had an incident yesterday at Canadian tires in which three of my eight items rang in incorrectly…they refused to comply with their SCOP policy which is posted at the cash and also at customer service. Upon speaking to the manager I was informed that their store does not comply to the scanning code of practice and the signs are only posted for corporate reasons. After a lengthy discussion with the GM, he finally gave me the three items for free. However I did phone head office to confirm whether or not they follow this policy and indeed they do. For my troubles they will be sending me a gift card and speaking to staff at store #154.

  58. ax173 on December 9, 2015 at 10:53 am

    I picked up some chocolate on sale for $2.99 according to the sign on the display at the Shoppers Drug Mart in Ottawa ,Ontario. At the cash register, I was charged $6.30 instead of $2.99 plus tax. After a long time, another clerk confirmed that the right price was $2.99 but no one seemed aware of the existence of the Scanner Price Accuracy Code and I was not offered the chocolate for free. Shoppers Drug Mart is on the list of business adhering to the Code. So I requested it. Someone else was called who – after a long delay – called another person. After more delay, a tall man appeared. He never introduced himself. There were now 4 Shoppers Drug Mart employees standing at the cash machine -with me – because of a financial crisis over $2.99 worth of chocolate.
    The tall man informed me that I had made a mistake. I had not picked up the right article, even though the standalone display where I picked it up had a large sign saying: $2.99.
    Nevertheless, the man still adamantly refused to apply the item free provision of the Scanner Price Accuracy Code. After more than 15 minutes, it became obvious to me that the man – who was becoming increasingly agitated – was determined not to absorb a $2.99 loss – no matter the cost to Shoppers Drug Mart.
    I mention that because there were 3 clerks plus the tall man preventing access to the cash register for about a dozen customers for about 15 minutes all for the purpose of saving Shoppers Drug Mart : $2.99.
    A kafkaesque situation.
    But that is not all. As I was leaving, the tall man shouted an 800 telephone number – apparently the customer service office for Shoppers Drug Mart. His way of saying – I won and there is nothing you can do about it because I know the customer service department is going to back me up. If the man I talked to is what passes for good customer service at Shoppers Drug Mart, I don’t need to call, I have already become quite familiar with their work.

    • Ally on February 10, 2016 at 8:25 pm

      I have been using this program for a few years now. Superstore, Walmart, Extra Foods, all the biggies are pretty up on the policy and I’ve gotten many things for free – usually with no hassle at all. The last year I’ve been slack on calling them on it.
      I watched a guy at Giant Tiger buy a $16 box of chicken wings and he had to haggle just to get the sale price. He didn’t know about the SCOP and I just listened for 10 minutes for them to straighten that out. Afterwards, I told him about the SCOP for future reference. A few months later, I bought socks and called them on the SCOP. Well, of course nobody new anything about it even though the sticker was right on the checkout counter and I was pointing at it. Then when you try to discuss – not argue- but ask – it with cashiers every other customer is staring at you and rolling their eyes like your a bleep. They weren’t rude about it, but I had to phone back and go back twice while they looked into it.

      The other day I was at the dollar store and same thing. We don’t do that, don’t know what your talking about, bunch of clueless supervisors.

      It’s happened at a few stores where I get blank looks, but usually a supervisor takes care of it after you, god forbid, want them to honor their own policy, and after you end up feeling like an idiot for even asking. Hence, why I usually don’t bother, or when I do, it’s for free entertainment. ie. Do they know their job?? Let’s see what happens, or how upset they’ll get – some of these people think it’s coming out of their paycheck I swear.

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