sainsbury or the bank to blame ..stuck in the middle

shaelady

i have been searching you website all day and i apoligise if this is in the wrong part of the forum but i couldnt honestly find anything similar any where on the forums.

i done my shopping online at sainsburys as normal and my goods were delivered..as they didnt have any of the special i ordered i was given a supplement for double the price.i told the driver that i didnt want it and he marked it down and told me it would be refundedinto my account with in 3-5 working days....i was happy with that ......

today looking through my online banking i had been charged £120.21p and then an extra payment of £20.00...i knew instantly this was wrong as my bill came to £120.21 and with a refund i should of been reinbursed of £20.00 not actually been charged £20.00 .... i rang up customer service and explained to the gentleman that there had been some kind of mistake.my bank was showing that sainsburys had took another payment of £20.00 and not refunded me off it as promised..he put me on hold untill he could contact the local store..

after a few minutes he came back on line and told me i would have to go across to the store with proof of my bank statement as they didnt have the paper work at hand and ask to speak to a man called steve.........

i rand up my nearset sainsburys and asked to speak to steve to see what time he finished as i have a disabled son and needed to waite for my husband to come in from work before i could go across as the weather is really bad here today,,,and i dont drive..

while on the phone i spoke to there manager called gail and she told me i didnt need to take the statements over she would sort it and ring me back.i thanked her and said i would waite for her responce...after a few hours gail the manager rang me back and said that i had been refunded for it she had the proof that it had been refunded and that i needed to get in touch with my bank..my husband came in and the situation was explained ......

he rang up the bank and the lady told him that there was nothing showing that sainsburys had refunded £20.00 but had took out £120.21 and £20.00..she said that the problem lay with sainsburys...my husband got back in touch with sainsburys and was told to go across with proof of the statement......

he went over and showed them the statements it says in black and white sainburys had took £120.21 and £20.00 and there was nothing on there as a refund..the manager was adamin that the refund had been made and that our problem lies with the bank and not sainsburys..while my husband was at sainsburys he rang up the bank and put the manager on the phone she was told the same thing that no refund was given and none was showing.....but the manager from sainsburys is still adamin that its not there problem we need to sort it with the bank.....

i have a letter in hand to send of to the bank on monday but where does the problem lie...not only are we owed £20.00 of sainsburys for the refund but another £20.00 what went out from sainsburys...... can anyone give me any help on this please and where to go from here...i much appreciate any help and advice on this please

regards
joanne

BYALPHAINDIA

If Sainsbury's have taken 20.00 more than they should, Then it is Sainsbury's to blame - Full Stop!!

The Danger here is - I can see it is that both your Bank & Sainsbury's will blame each other.

Leaving no REAL solution from the 2 parties, A solution that is needed TODAY if not TODAY then TOMORROW.

Time is money, I'm sure they wouldn't mess a popstar around like this so why should they mess you around.

At the end of the day they 'May' lose your future custom?

You will have to LAY it on THICK and make it sound alot worse than it is, To get the best out of them.

If they say 'We will repay you later' tell them WE DON'T DO LATER WE DO NOW, OR TOMORROW 5PM AT THE LATEST.

Be hard on them it works with people 95% of the time.

I am always hard with people, But in a controlled calm way.

I was soft many years ago, But you have to be tough in today's world.

In fact tell them anything, To get your money refunded, You could be a Solicitor for all that they know?

Who cares at the end of the day, What's 20.00 to them not alot!!

A friend of my father's withdrew over 5,000 from the Abbey National just because they charged him 1.50 for using his own branch cash point just for the principle!!.

Best Of Luck For Tomorrow!!

shaelady

thank you for your reply..truthfully its like banging heads .....one blaming the other..there is no budgeing with sainsburys at the minute untill i get a written letter off the bank to state that there was no money put in from sainsburys there isnt alot i can do..believe me i have tried everything..all i get on the phone is sorry madam can u let us know on monday what the bank says......with it been a weekend there isnt alot i can do till monday till the bank opens.....customer care with sainsburys is crap..i will be written a nice but nasty letter to them and truthfully i be taken my custom else where ..i only shop on line with me having a disabled son and it is easier to do it that way ..but for future reference i wont be doing it no more.....will keep yo updated ont this..thanks again for taken the time to reply

hr100

It is most likely Sainburys fault and also they will now have an extra £20 so it is in their hand.

I would calmly write a letter, explain how you want it resolving and the time scales you want etc.