$ain$bury$ Brand match coupon - who was in the right here?

Flat_Eric

I did some shopping in $ain$bugs today. The cashier was very chatty talking about one of my purchases (a book) and stuff generally. Didn't mind - more chatty than I'm used to but beats having someone scan your items in silence.

Before leaving the store, I checked my receipt and noticed I had been charged twice for one item so I went to the customer service desk to get it refunded. I had been given a brand match coupon at the checkout (for £1.10) which I still had in my hand.

The refund desk assistant told me this wouldn't be valid anymore and was inviting me to hand it over for it to be binned! I thought I was hearing things!

My shopping cost £55.91 and the item I was overcharged for cost £3.20 which was an own brand item. I don't remember what you have to buy to qualify for the brand match but I thought the point of giving the brand match coupons was to encourage you to return. The assistant was very keen to take it off me but relented when I argued my case. She made the point that because I had been overcharged (which was being refunded) the brand match coupon didn't apply as my shopping would have cost less.

Was I in the wrong/should I have handed over the coupon?

They seem quite lacking in the customer focus/care. Only last week did another assistant in a different store tell me that my receipt was invalid for the 32 nect@r points because it was very faded after getting soaked. I shop in the store regularly and the credit card would have matched my details so it wasn't like I picked it up off the floor. I know both these issues are petty in the grand scheme of things but its the little things that count and when the big 4 all want your business, you would think stores would be a bit more concerned about looking after their customers.

JulieM

I've just checked the wording on a Brand Match voucher I have and I think you were right and the customer service assistant was wrong. Brand Match refers to Branded goods eg Kellogs, Persil etc, not own brands, so if you were refunded for an own brand item it shouldn't make any difference, providing you bought the necessary 10 items. I hope I've explained this clearly.


Did they try to take the Nectar points for the £3.20 off you too?

lexington013

Colleagues are encouraged to do the right thing for the customer.
On this occasion obviously didn't happen. At the end of the day being overcharged is not great but then to be asked for the brand match coupon back is pretty poor. I'm sure the senior team at the store would have had a different view and would have made sure that they went the extra mile to ensure you the customer were delighted.......:)

daveybea

This is very bad customer service...I personally would send an email to sainsburys saying this has caused distress and you are thinking about shopping elsewhere..You never know you may receive some nectar points for your trouble.

fallon8

Damm cheek!!
I would be straight on the phone to customer services!

peachyprice

Why can't you just type Sainsbury's and Nectar?

gik

peachyprice wrote: »

Why can't you just type Sainsbury's and Nectar?

Because of paranoia. Sainsbury's police may find them and make them spontaneously combust!

rosie383

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rosie383

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rosie383

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rosie383

Oops. Sorry about all that! That's what happens when you're trying to reply on a phone.