How do you get vouchers rather than just refund?

rosie383

Apologies if this has been asked before, but I can't find it anywhere.
I recently bought a bag of supermarket own-brand cous cous. When I went to use it , there were quite a few little long black, dried things in it which looked exactly like mouse droppings.:eek: They may not be, and I am not fussy, but I just closed up the pack again and want to take it back for a refund.

My question is this....... I see all the time on this site where people have returned items and recieved vouchers in the post as a goodwill gesture. I know that if I return it to customer services in the store, they will just take it and refund the exact amount I paid.
I'm not sure if there is a way to do this.....how do people get more than just the refund, or am i out of line here? And do they just chuck it in the bin, or will they report back about the product to see if there is a production problem.

Storck

The usual process is for the return to be logged on their computer which is connected to their head office. The goods are then stored in case they are needed later. If it is a fresh or frozen product they are put in the freezer to store them.

To get something extra over the cost you are better writing to head office rather than going into the shop.

Bikertov

Storck wrote: »

The usual process is for the return to be logged on their computer which is connected to their head office. The goods are then stored in case they are needed later. If it is a fresh or frozen product they are put in the freezer to store them.

To get something extra over the cost you are better writing to head office rather than going into the shop.

I bought a fish pie from a supermarket - that had CHICKEN in it.

Took it in to complain, and when I followed up with head office, the store had thrown away the evidence ...

So, when you do go in, keep as much evidence or details as possible - pictures, batch codes, product codes etc, and get the store to write there and then your complaint details, and get it witnessed etc.

rosie383

So, do I actually go in and ask to fill in a complaint form? Or just say I want to return item, and hope they don't get funny with me if I ask them to actually write something down?

Storck

You should be able to see if they are taking the details down if it is Tesco as they fill it in on the computer. Ask them for a copy of it or an acknowledgement of your complaint as you are planning to follow it up with a letter to Head Office. They should be able to give you a reference number or something even if it is just a receipt for your refund. Follow that up with a letter and you should see something through the post.

My wife complained to Morrisons about a sandwich, cost £1.30 ish, as the packaging said that it had no mayo in. She got a £5 voucher. Same following week. Good job it wasn't me as I can not eat mayo and would have ended up in hospital.

Babymumbles

If you take a product back to sainsburys that needs to be sent off to be tested. We log it in a folder we have, will take your details and it gets inputted into our system. We then seal it in a bag, box it and it gets taken to the post office by one our collegues either that day or the following day. Should be the same day. The parcel will get sent recorded. Then if you wish to find out your results you will contact sainsburys care line not the store you took it to.

If you have a sickness or reaction to a product they will get in contact with you first, if not you will need to contact them. Usually if there is a fault with the product then they may send you vouchers.

rosie383

Thank you Babymumbles. That's the info I needed. Will be there tomorrow with it.

rosie383

Well. I went into Sainsbury's to customer services. The lady there, quite a senior member of staff, actually opened my packet of cous cous and spread most of it out on a big bit of paper. She was adamant that the wee black things were definitely NOT rodent droppings. Then she just gave me my £1.19 back and that was it. I asked if she needed my name and address, and she just gave me a strange look and told me it wouldn't be necessary! So that was that!!!! No vouchers for me then :-((

Babymumbles

What! They always send items off in my store im so surprised they didn't. Maybe if you rung sainsburys care line first of all they would have insisted they send it off.

Last week they sent off some ones cheese because she said it tasted like 'cleaner', even though it was still sealed but she had tasted some one elses.

Sorry about that, you should ring care line and complain, i would!

bylromarha

rosie383 wrote: »

Well. I went into Sainsbury's to customer services. The lady there, quite a senior member of staff, actually opened my packet of cous cous and spread most of it out on a big bit of paper. She was adamant that the wee black things were definitely NOT rodent droppings. Then she just gave me my £1.19 back and that was it. I asked if she needed my name and address, and she just gave me a strange look and told me it wouldn't be necessary! So that was that!!!! No vouchers for me then :-((

Write a letter to HO and tell them your concerns and the lack of concern at CS.

JAG

They will only send the items off to be tested if there is a real concern that there is a problem because of the costs involved. Most of the stuff will just get binned.