Waitrose

Bluebell1414

waitrose waitrose

Bluebell1414

waitrose waitrose

alanq

Perhaps it's a ploy to get customers to embrace self-scanning.

Coincidentally the only time I have discovered a supermarket double scanning an item was in a Waitrose. Sadly I didn't discover until later and don't live near a branch. I would have cost more in fares to reclaim the overcharge than what I was due.

Did you get back only what you had been overcharged? I would have expected a refund PLUS a "good will gesture" for your wasted time.

In your position I would have refused to pay at the checkout until the errors were corrected and walked away if met with a refusal.

alanq

I think that you meant to add this post to your existing thread not to start a new one.
https://forums.moneysavingexpert.com/discussion/4938384

alanq

From another thread

Bluebell1414 wrote: »

"Thank you for getting in contact with us, and please let me apologise for any offence that may have been caused by the wording on our receipt.

Our intention is not to cause upset, the reason this title is given to a transaction of this nature is that it is much more time efficient for us to do it in this manner. Labeling the refunded amount as a "goodwill gesture" is something that is pre-built into our systems and enables us to refund an overcharge quickly and efficiently without customers, such as yourself, being kept waiting whilst we rescan a transaction.

I do understand your concerns that these anomalies won't be registered properly but please be reassured that all transactions are recorded and logged correctly so we can identify when something like this does happen.

Please do be assured that I have passed on you comments and feedback to the relevant departments who will review this process and the labeling of such a procedure, however please do understand that I cannot guarantee that a change will happen.

If there is anything further that we can do then please don't hesitate to contact us.

Kind regards

Customer Sales and Support Advisor" This was the reply from Waitrose Customer Services. I do not accept that this saves them time. "Inbuilt ? does that mean cast in stone? "saving a customer time ? I had to empty my bags unaided, I felt embarrassed, I was getting funny looks from folk, were they thinking I had stolen something? Wow, I can not go back in Store, until I have stopped feeling angry at the very lame excuses from Waitrose.

honeybean

I always check as each item is scanned and I have to say my local Asda is great if you tell them something is not right they always rectify it,before I pay and if it comes to it that they have labelled the price on the shelf wrong or put the item in the wrong place and it shows the wrong price they have always charged me what I thought I was paying with no hassle.

dlusman

honeybean wrote: »

I always check as each item is scanned and I have to say my local Asda is great if you tell them something is not right they always rectify it,before I pay and if it comes to it that they have labelled the price on the shelf wrong or put the item in the wrong place and it shows the wrong price they have always charged me what I thought I was paying with no hassle.

Bad move . If you get overcharged in Asda - DO NOT TELL THE SALES ASSISTANT. Take it to Customer service , and you will get refunded to the correct price + a £2 gift card.

Bluebell1414

waitrose waitrose

alanq

For the benefit of new readers trying to make sense of the above...

There were two threads on the Food Shopping & Groceries Board.

MSE staff have merged these into one on the Praise, Vent & Warnings Board.

aldredd

In brief....
The cashier makes a mistake (as mistakes can & do happen). Missed opportunity to rectify it there and then
You went to customer services who refunded your money. Based on lack of you stating otherwise, this was presumably without quibble, and promptly, returning you back to the position you would have been before - minus 5 minutes of your time perhaps.

What else is there to say? Personally, wouldn't care what it said on the receipt as long as I have the money back. Store staff will always look to the fastest way to process a transaction - it's how the industry works (and has to). If that meant processing your refund as a goodwill gesture, so be it.

Nada666

Someone who does not have the courtesy to write in paragraphs and in the default type appears to be moaning that the customer services till does not have an infinite number of category labels for refunds.

(Posted for the impatient and cross-eyed.)