Sainsbury's online

So_Mental · 9 March 2012 at 4:42PM

About a month ago (7th Feb to be exact) I ordered a fishing rod set from Sainsburys as they were selling them off half price, there was a choice of 2, one at £41.99 and one for £35.99. Anyway I made my choice of the more expensive one and ordered it to collect from my local store (which is 4 miles away still).
Got an email the next day saying it was in and as I was heading that way the next day picked it up then. When I got it home and opened there was a part missing and I didn't really like the build quality so I phoned the returns and was told it would be easier for me to return to the store and it would be sent back from there. Fine I thought I'll order the cheaper one see if that's any good and return the one I had at the same time. So I fill in the returns label which goes inside the parcel and attach the returns sticker.
Again I wait until I have the email saying it's in and a day I'm going near the store so off I go for the simple task of dropping one off and picking one up, but it doesn't happen like that. The member of staff who has been told to deal with it looks like he's just left school and he keeps getting mixed up about the return telling me that I haven't picked it up yet so I can't return it. I tell him it's 2 different order numbers, show him the paperwork for the one that I'm returning and he goes into the back to sort it. About half an hour later he comes back out say's it sorted and hands me my new package. I check this one over when I get home and it's ok so I keep it.

Anyway about a week later I check my bank account to find that I've been refunded for the one I still have, not a problem I think I'll just email them point out the mistake and it's all sorted. Wrong again. I get a call apologizing and saying the easiest way to get my refund would be to call into store, who will know all about it, and be given the cash. Also have a 5 pound voucher as way of apology. Great I think, I'm off over there in a couple of days, I'll get it then.

So into the store I go, ask to see the manager and explain that I'm here for my refund, you know all about it. She looks at me like I'm crazy so I tell her the sequence of events and she says no one has told her about this. So she goes into the back to check on the computer and finds out what's happened. Comes back out, apologizes but says she needs to ring them up as they normally don't do refunds like that. She can't get hold of anyone so takes my number and says she'll ring me when it's sorted.

I wait a week for a phone call which doesn't come before I email again to complain and ask for my money. Next day I get a reply saying really sorry we'll sort it out and phone you to apologize. By this time I've started a new job where I can't have my mobile with me and I'm not bothered about an apology so just assume they'll refund and that'll be that.

Check my balance yesterday, no refund. I'm fed up by now so email saying where's my money. Response today is we can't get hold of you on your phone to apologize so we haven't refunded you, can you ring us?

:mad: No I bloody can't I don't want an apology I want the money back. And I'm not wasting any of my credit or fuel running about for it either.

fluffnutter · 9 March 2012 at 5:47PM

And I thought fishing was supposed to be a calming pastime. They're rubbish aren't they? Can you email them instead of calling? Really, they should be able to refund you without a phone conversation, silly-billies.

So_Mental · 16 March 2012 at 9:31AM

I have been emailing them, they always reply with can you call us.

I'm really angry today as I've just checked and they still haven't refunded it!

Does anyone have an email address for someone higher up than customer services?