please advise, overcharge of £135

cjj_2

Hi
Not 100% sure if this is right thread for this but I have had a lot of great advice here.
So here goes, went to a well known diy store today to buy a kitchen as it had a 20% disount which finishes tommorow. It was a last minute decision really as we are not quite ready for our units but we thought we may as well purchase early and take advantage of the offer (MSE style lol). We are on a budget so we are just replacing the bottom cupboard doors and getting new carcases and doors for the top to give us a better layout as we dont have much cupboard space. Anyway our trolley was stacked high and a young lad served us. At the very last minute he noticed our little items on top of all the boxes and put them through the checkout. It came to £666 and I asked if the discount had been applied and he said yes. When we got into the carpark I was that busy checking the 20%discount had come off and also that the doors were on half price that I really didnt consider anything else.
We got home and unloaded the car and started to check the receipt. He had charged 3 times for a corner unit and we only got 2 and 2 times for a large unit we only got 1. They were the most expensive things on the list by far and total £135 between them. The receipt said at the bottom 31 items and so if he had checked he would have noticed we only had 29. The shop was nearing closing time and with hindsight he seemed quite rushed. I telephone the store as soon as we got home but unfortunately it had already shut. I feel sick with worry know this is a lot of money to me and with christmas comming etc. I also have an anxiety disorder and this sort of thing triggers it. Can anyone offer advice on where we stand. Planning on returning first thing in the morning and I know I wont sleep well tonight.TIA x

sallysaver

Hi,
Although you havn't mentioned which DIY store you are dealing with, I think it maybe B&Q! as they have been offering a discount this weekend. If, indeed it is them, given my experience, there won't be a problem. Of course I realise that different stores deal with things differently (but shouldn't as they should all be adhering to the same rules) I'll be amazed if you come up against any problems. So 'calm down dear' and go to customer services in the morning and explain exactly what has happened and you should have no problems and the money will be refunded I'm sure. Sleep tight - Sally

mishkanorman

I would have thought it would be quite clear there is a mistake on their part if they check their stock levels, for bulky items that wouldnt take long !

try not to worry, im sure it will be easily fixed

cjj_2

Thanks sallysaver it was B&Q you have made me feel alot better
Thanks Miskanorman I was thinking that about stock too
Still a little worried though because its such a large sum. I usualy check receipts there and then but it was so complicated due to the items decriptions and like I said I was mainly concerned if both discounts had come off. Thanks again x

McKneff

Dont worry, the stock will show the discrepancy.
They are usually pretty good with refunds etc.

I bought a sink at a depot and the till said £129 , the brochure said £129 but the price on the shelf was £120. Dont know
where I got the nerve to point it out but the man on the tills said 'fair enough' checked the shelf and just charged me
£120. They were well within their rights to charge me the till price but they didnt, bought many more things from them since.

cjj_2

Thanks McNeff, I appreciate all the replies x

meritaten

as soon as the store re-opens phone them and explain. dont open any boxes meanwhile. If you have a plan of the kitchen showing how many you need of each item, take it with you, with the receipt and your purchases.
good luck - but I am sure that B&Q will refund you, they have always been very reasonable in the past.

moromir

Just a thought but if you have any problems - do they have CCTV on the shop floor? They should be able to peice together some pics of your walking around enough to work out whats on your trolley and add it up, HTH.

cjj_2

Hi
Thankyou so much for your replies. I hardly slept last night and was there for the store opening at 7 lol. A nice lady on helpdesk called over a manager and I explained. He said he would have to wait until 9 whenl another manager came in and they could review cctv. It was not possible just to check stock levels. At 9.10 I got a call to say they were refunding and they took card details etc. I am really relieved but also a little angry that It could happen in the first place. I suggested it would be an idea to physically count products when they are too big to lift on counter aswell as scanning down the stack of goods. Receipt clearly said 31 items and I only bought 29. Im in 2 minds whether to email head office praising the help but pointing out the flaw in the system. I really did get myself in a state over this. What do you think. TIA x

Birdy12

cjj wrote: »

I really did get myself in a state over this. What do you think. TIA x

I think you should make a cup of tea and calm down. It was sorted wasn't it? And, at your own admission, was dealt with well and you had the desired outcome.

Can't believe you've got yourself so worked up over being overcharged. You can bet the majority of us on here have been overcharged at one time or another. Don't take it personally!

If it makes you feel better, send an email to the company pointing out a suitable solution. Then forget about it.

Birdy

neverdespairgirl

cjj wrote: »

Hi
Thankyou so much for your replies. I hardly slept last night and was there for the store opening at 7 lol. A nice lady on helpdesk called over a manager and I explained. He said he would have to wait until 9 whenl another manager came in and they could review cctv. It was not possible just to check stock levels. At 9.10 I got a call to say they were refunding and they took card details etc. I am really relieved but also a little angry that It could happen in the first place. I suggested it would be an idea to physically count products when they are too big to lift on counter aswell as scanning down the stack of goods. Receipt clearly said 31 items and I only bought 29. Im in 2 minds whether to email head office praising the help but pointing out the flaw in the system. I really did get myself in a state over this. What do you think. TIA x

I think that's a bit harsh. Mistakes happen, in every company.

What's important is how they deal with it, and it sounds as if they dealt with it quickly and efficiently.