When Is An Offer Not An Offer... When its at Sainsbury's

bellis102

This is an email I sent to Sainsbury's about a recent trip to the supermarket...



I visited the Sainsbury’s website and spotted the offer on the above wine Half Price £19.89 a case. I then drove 8 miles to my local Sainsbury’s store (Sale) to purchase the wine (six bottles). When I got home I noticed on my receipt that I had been charged £23.94 for the case.

On returning to the store and approaching the customer services desk in Sainsbury’s Sale I was told that the prices on the internet should be the same as in store on everything. I did not have the print out from the internet with me. The girl on customer services (Nadia) found the page on the website and told me that she had to ask a manager about this matter as she was unsure what to do. She went away to ask the manager than came back to tell me that the manager said that the prices on the internet are different on certain offers than in store.


I was not happy with this answer and asked to speak to the manager personally. Her badge said Julie Smith – Store Manager. She found the wine on the system and told me the price on her system was £3.99. She refused to say that the wine on the website was the same. She told me there was several Kumala Zenith Roses’ on sale. So, because the picture on the website was not of the actual bottle she was unsure weather it was the same wine so was not able to refund the difference. She offered me a refund on the whole case of wine, but I wanted the wine, at the price advertised.

On returning home I contacted the Sainsburys Wine Helpline on 08009174032. I explained my situation to them and he checked it again on his computer. He agreed that the price should have been £19.89 a case and I was told that the Store Manager should have refunded me the difference. He told me to email this address (customerservices@sainsburys.co.uk) or phone 0800636262.

So all in all I have travelled 32 miles. I have spent 30 minutes at a customer services desk and 10 minutes on the phone and 10 minutes writing this email.

I am not happy with the service I got instore from the store manager and was very upset at the attitude she took with me.

I feel that you have mislead me with false advertising, I saw the offer and went instore to buy the item, to find that it was not available at the price advertised.



I waited nearly a week for the reply... but finally I recieved a voicemail from the customer services saying that the offers in store can be different to the price on the website and that they are sorry that I was dissapointed. A £5 voucher is the the post for me. :T .

Although they are sending me a voucher they still have not satified me, any ideas what else I can do? I would have thought that like tesco you would get a full refund if the price advertised is different! Any help greatfully recieved.

bargain-hunter-uk_2

bellis102 wrote: »

This is an email I sent to Sainsbury's about a recent trip to the supermarket...



I visited the Sainsbury’s website and spotted the offer on the above wine Half Price £19.89 a case. I then drove 8 miles to my local Sainsbury’s store (Sale) to purchase the wine (six bottles). When I got home I noticed on my receipt that I had been charged £23.94 for the case.

On returning to the store and approaching the customer services desk in Sainsbury’s Sale I was told that the prices on the internet should be the same as in store on everything. I did not have the print out from the internet with me. The girl on customer services (Nadia) found the page on the website and told me that she had to ask a manager about this matter as she was unsure what to do. She went away to ask the manager than came back to tell me that the manager said that the prices on the internet are different on certain offers than in store.


I was not happy with this answer and asked to speak to the manager personally. Her badge said Julie Smith – Store Manager. She found the wine on the system and told me the price on her system was £3.99. She refused to say that the wine on the website was the same. She told me there was several Kumala Zenith Roses’ on sale. So, because the picture on the website was not of the actual bottle she was unsure weather it was the same wine so was not able to refund the difference. She offered me a refund on the whole case of wine, but I wanted the wine, at the price advertised.

On returning home I contacted the Sainsburys Wine Helpline on 08009174032. I explained my situation to them and he checked it again on his computer. He agreed that the price should have been £19.89 a case and I was told that the Store Manager should have refunded me the difference. He told me to email this address (customerservices@sainsburys.co.uk) or phone 0800636262.

So all in all I have travelled 32 miles. I have spent 30 minutes at a customer services desk and 10 minutes on the phone and 10 minutes writing this email.

I am not happy with the service I got instore from the store manager and was very upset at the attitude she took with me.

I feel that you have mislead me with false advertising, I saw the offer and went instore to buy the item, to find that it was not available at the price advertised.



I waited nearly a week for the reply... but finally I recieved a voicemail from the customer services saying that the offers in store can be different to the price on the website and that they are sorry that I was dissapointed. A £5 voucher is the the post for me. :T .

Although they are sending me a voucher they still have not satified me, any ideas what else I can do? I would have thought that like tesco you would get a full refund if the price advertised is different! Any help greatfully recieved.

Tesco don't give you a full refund anymore... just double the difference. But they also don't have the same prices some of the time. I'd just accept the voucher i'm afraid as that's likely to be it!

Eccle_2

As far as I'm aware Sainsburys don't have a Tesco like policy of giving something extra for misprices, they just refund the difference so you've paid the correct price.

deanos

bellis102 wrote: »

I visited the Sainsbury’s website and spotted the offer on the above wine Half Price £19.89 a case.

I then drove 8 miles to my local Sainsbury’s store (Sale) to purchase the wine (six bottles).

When I got home I noticed on my receipt that I had been charged £23.94 for the case.

Didnt you think it was odd when they asked for £23.94 when you were paying for the wine ?

penniesforme

Didnt you think it was odd when they asked for £23.94 when you were paying for the wine ?

sometimes u just dont realised that you are overcharged.

it happened to me quite a few times,...load the trolley up, and when they put it through the till, i'm alway struggling with packing. then i pay up, only to go home and discover that i paid extra for certain items (eg: charged full price for reduced items, charged more than the price displayed on the shelves, charged a different price than the price i saw online, and the list goes on)

i_love_it

I can see why you've got upset about it, but they don't have to honour the net price in store, even if it is a mistake by sainsburys, it is not necessarily false advertising.......mistakes happen.

I'd also just except the voucher and forget about it, like you say, you've spent enough time on it already.

ticktock1973

you can also claim you petrol for having to go back and complain it is a little known fact but if you check with there head office it is in there customer service rules, i have recently had to claim after being over charged on some pork chops, try ringing the helpline again and telling them you are not happy,

misty

You've got the money back. For the sake of £4 is it worth it? There are many more important things than pursuing this for ever more. Don't give Sainsburys your business if you feel that ill treated.

devild_2

I don't see why you felt the need to post the names of the staff on this forum who were doing their job. I would strongly advise you to remove them. You are still not satisfied? I think you were lucky to get the £5.

janthemum

I feel he is quite justified in posting their names as not doing therir job properly. This needs to be taken up with THEM ideally. OP deserves above and over £5 he has been offered this sort of thing goes on far too often as if to the customer these "few pence or pounds" mean nothing but add up to millions to these big name shops.

babyangel10

I've always found that a handwritten 'snail mail' letter gets a better 'compensation' response than an e-mail. I had many probs with Early Learning Centre and after 9 virtually automated e mail responses by different numpties, I wrote in and got £35 on a gift card! :T

Haven't a clue why, but perhaps worth penning your grievances and popping a letter in the post to a senior C/S person at Head Office?

I for one hate being 'wronged' and can't let things lie, especially if I've been spoken to poorly by a staff member, so I say go for it! Good luck and welcome to MSE! :wave: