Sainsburys technical glitch costs me 15 pounds

Rottw1

Hello, I'd like some advice please. Over the weekend I had a grocery delivery from Sainsburys 4/3/17. When the driver arrived he apologised that the paperwork wasn't as standard saying there had been a technical glitch. I thought nothing more of it. The following morning I received an email from Sainsburys apologising for the fact that the voucher I'd used during check out not being honoured due to technical issues and stating that it was now available in my account to use again. I then spent half an hour trying to get through to customer services to ask if they could process the voucher against the original purchase (and refund the money to my bank account) as it expires 9/3/17, requires a minimum purchase of 100 pounds to use and I'm unlikely to need a big shop again in a matter of days. They have refused. I feel that I've been overcharged by 15 pounds due to a technical error that is not my fault. I'm not willing to spend more money with them as despite being a longstanding loyal customer I don't trust that their vouchers will be honoured now. Where do I stand?

agrinnall

I'm surprised that they haven't agreed to your request, which in my view is a reasonable one. When I recently had a voucher for a product that is not sold during the winter I went to the customer service desk and they allowed it to be used against a similar product (although it was only extra points rather than money off).

My suggestion would be to try again in the store that provided the delivery rather than phoning, and if the person on the desk says no ask to speak to someone more senior until you get to the store manager.

gettingtheresometime

As much as I hate it, I'd try twitter or facebook.


Recently I had to buy something from two different stores as no one store had enough stock but had I done so, I would have been able to take advantage of a 15% discount.


I posted on facebook, very cheekily but politely, asking if I could have the 15% refunded and although they couldn't refund me they did send me a gift card with a balance equivalent to the discount.

pinkshoes

I'd definitely complain on Facebook and/or Twitter to them.

Your request is very reasonable! Point out your usual shopping pattern showing that you had specifically done a large shop to use the voucher, so would have no use for it again.

I'd tell them to come and collect the entire shopping order otherwise!!