Overcharged by a major supermarket ...

HAVEFAITH

Hi, to start with .... am I in the right place?

I did a big shop the other day and was overcharged for 2 items that did not scan. So the 'supervisor' manual put the items through at 4 times the actual price. I was promised an investigation and an email reply within 2-3 days. That was 3 weeks ago. Any advice?

dmg24

HAVEFAITH wrote: »

Hi, to start with .... am I in the right place?

I did a big shop the other day and was overcharged for 2 items that did not scan. So the 'supervisor' manual put the items through at 4 times the actual price. I was promised an investigation and an email reply within 2-3 days. That was 3 weeks ago. Any advice?

Call and ask for an update?

HAVEFAITH

dmg24 wrote: »

Call and ask for an update?

yes i did that on Mon ... nothing yet

ckerrd

Go into the store and speak to a supervisor and make a nuisance of yourself until it is resolved

chesky369

Write a letter (by snail mail) to the Chief Executive - by name. If necessary, phone the Head Office to get his name. They all jump when this happens.

HAVEFAITH

ckerrd wrote: »

Go into the store and speak to a supervisor and make a nuisance of yourself until it is resolved

I originally dealt with the store manager who has not followed through with his promise to investigate the matter and get back to me. I'm not sure if I should mention the store at this stage

saver_007

Go straight back to the manager you originally spoke to, there will be some sort of straight forward explaination as to why it happened it shouldn't take three weeks!
my guess is the store manager probably forgot all about it, but if you go in and raise the matter again I'll bet he/she remembers.
I wouldn't leave the store without the matter being sorted.

ckerrd

Go in and find him again and ask when he is going to have the courtesy to contact you and given that all this time has elapsed he must have fully investigated it by now.

HAVEFAITH

Called them again Just received a reply ... (they did not have the correct email address ... doh!)

"Following on from your complaint which you made in person on *** our store would like to apologise for the poor level of service that you received in our store. I have investigated the issues in service that you have raised and have taken the appropriate action with the colleagues concerned.

At **** we train our colleagues to deliver high levels of customer service and I am disappointed that this didn’t happen on this occasion, and hope that this incident hasn’t lost your confidence in our service.

If there is anything else I can help you with please don’t hesitate to contact me"

(Mr Store Manager)

I just wonder how seriously they take overcharging or guessing the price of any item that does not scan? That looks to me to be a standard reply

Dave101t

next time im overcharged i wont follow it up as on the last shop, the checkout guy scanned everything but for some reason goods worth 6 quid arent on the receipt!
swings and roundabouts, i guess im not a hard core MSE!

piratefairy

Cant understand why you didn't sort it out at the time?