Sainsburys shortchanging refunds

November2

Just a warning to anyone returning online items to local click/collect Sainsburys shops, check your refund carefully.


I was sent the wrong toys in my order and following online returns advice returned the parcel to my local shop. I was issued a refund but on checking receipt I was not refunded the delivery charge. The Manager said this was normal practice and I had to contact the online service to ask for the delivery balance.


Contacted Customer Services who issued me a voucher code for a delivery credit! Basically told them what they could do with that and insisted on a refund. Today I received a message saying delivery charge was being re-credited to my credit card. My query as to why they don't refund in full in the first place was again ignored.


Wonder how many people have been shortchanged on refunds and don't realise it.

pawsies

Not true for everyone. In your case yes they delivered the wrong product therefore you should get it refunded.

Not everyone who is returning something though will do so for that reason. In those cases people have paid for that item to be delivered, its not suitable so they take it back. The delivery cost should not be refunded as Sainsburys did deliver the item and had to pay to do so.

George_Michael

pawsies wrote: »

Not everyone who is returning something though will do so for that reason. In those cases people have paid for that item to be delivered, its not suitable so they take it back. The delivery cost should not be refunded as Sainsburys did deliver the item and had to pay to do so.

If the items were ordered at a distance then in the majority of cases, Sainsbury are required to refund the original delivery costs even if the correct items were delivered and the customer simply changes their mind. (covered by the Distance selling regulations).

mije1983

George_Michael wrote: »

If the items were ordered at a distance then in the majority of cases, Sainsbury are required to refund the original delivery costs even if the correct items were delivered and the customer simply changes their mind. (covered by the Distance selling regulations).

Is it possible they stipulate that for a refund under DSR, then the item must be sent back directly to them rather than taken to a store?

This would then make sense of the fact the manager in the store had to get the OP to get in touch with customer services. Not sure if this is how they work, just thought I'd throw it out there!

November2

If you go onto the website it tells you how to return items, it clearly states the easiest way is to return the parcel to a local store rather than returning via RM or a courier. Nowhere does it mention having to chase up the delivery cost separately, nor does it say anywhere that delivery costs are non refundable. I believe all the shops such as Tesco, Asda etc refund delivery costs if an order is returned for whatever reason, even if the customer has just changed their mind.


Sainsburys are obviously hoping people won't notice the deficit, or will just think they're not entitled to a full refund at all.

BaldacchinoR

If the retailer is at fault on supplying an item, I have been advised by one of my credit card companies that the retailer has to collect it from you.


There is no requirement that you deliver it back to them; but they will lead you to believe that. If they refuse to refund you, on the excuse that you will not deliver it back to them, make a Chargeback claim against the credit or debit card company and get your refund that way. Then you can give them notice that you will dispose of the item if they do not collect it by a set date.

ThumbRemote

BaldacchinoR wrote: »

If the retailer is at fault on supplying an item, I have been advised by one of my credit card companies that the retailer has to collect it from you.


There is no requirement that you deliver it back to them; but they will lead you to believe that. If they refuse to refund you, on the excuse that you will not deliver it back to them, make a Chargeback claim against the credit or debit card company and get your refund that way. Then you can give them notice that you will dispose of the item if they do not collect it by a set date.

That is generally correct, although disposing of the item is not quite that simple - there is a set process you need to follow.