Overstayed Sainsbury’s Euro car park, response from CEO great result

Koalacube

Type I was furious to receive a ticket in a Sainsbury’s euro car park recently, For overstaying, so quick google and realised from you all it’s an invoice and After reading through the newbie advice (thank you for the step by step) and preparing for a fight I began step no 1 email the CEO - my email is as follows if it helps anyone else in similar position.  (Personal stuff removed) 

Dear Mr Roberts

I am writing regarding a Parking charge notice received whilst parking at the Xxxx Store in Xxx on 11 July 2020.  See attached this ‘notice’ was issued by Euro Car Parks on 17 July 2020. 

My first mistake was assuming that an hour and a half to do a full months shopping for two families as We have been shielding together (and working from home)  since 17 March would be enough.  After driving in and finding a space, donning masks, sanitising, getting a trolley, queuing to get in , sanitising our trolley and social distancing within the store  – when we finally got to the check out and paid the bill of £xxx  (which we split 50/50 – this can be verified), returned to the car, packed the shopping  all in, returned the trolley, sanitised again, removed our masks, had a drink of water  and drove out etc – it clearly wasn’t enough time.  At no time did we leave the site.

By the time we had done all of this we had overstayed – our arrival was 08.52 and we departed at 11.11 – a total time of 2 hours and 19 minutes.    For this additional time taken I have been charged £70 or £40 if I accept liability and pay – which I do not, and will not do. 

In these unprecedented and trying times I don’t think its unreasonable to extend the amount of time that is given to shop safely,  I understand this and wait patiently in the queue and abide by all the social distancing rules,  of course this means that the time given to parking at your sites  should also be extended appropriately – and I hope that you will look into this.

I know you will say that Euro Car Parks are independent operators of your car park, but your name and reputation are why I visited your supermarket that day.

I have no intention of paying the ‘notice’, but as a goodwill gesture I would appreciate it if you could contact Euro car parks and request on my behalf that this ‘fine’ is quashed.  

I would have also contacted your Store Manager at Xxx direct but no email address is available.  I look forward to hearing from you.

Best wishes

Etc

Thought it might take a while, but pleasantly surprised to receive the following response after just a few days.

Thank you for your email that has been received into the Executive Office. I have been asked to look into your email and respond to you personally. 

I am sorry to read of the experience you had at our store.

Please be assured I have noted your comments and on this occasion, I will request to cancel the parking fine.

If you have any questions, please do not hesitate to contact me. 

Kind Regards  

Xxx
| Executive Office 

J Sainsbury plc | 33 Holborn | London EC1N 2HT

Lets hope they follow through, but I know what to do now, so thanks, and for anyone who is wondering if it’s worth the trouble, it definitely is.

Cheers

 message

Le_Kirk

Well done on being proactive and getting a result.  Shame they had to spoil their response by putting "on this occasion" as if they won't cancel a future one if you spend £LOTS and it takes ages due to their restrictions.

Redx

It highlights what we keep telling people about plan A , the complaint to the top person , highlighting the issues which your brilliant letter above did in great detail

The car park limits were set pre covid and I don't know of any car parks where times have been extended due to covid requirements , it's a form of entrapment in my opinion

I doubt that any action will be taken but at least you have nipped it in the bud and brought the issues to their attention , so well well done

Coupon-mad

Brilliant to see, and whilst I think it's daft and unnecessary spoon-feeding if we pander to people who ask for a template, merely to make an email complaint to the landowner that should be in their own words (of course), your great example helps those people to see what to say.

beamerguy

Well done, it's the way to go.

I did chuckle at this remark ...... "and on this occasion"

The writer does not understand that Covid  will be around for a long time and so will your comments above.  M&S had this problem recently with Euro Car Parks and that was cancelled as well.

All I can say is that Euro know of the problem and are taking the p**s out of Sainsbury's custmers

MistyZ

beamerguy said:

I did chuckle at this remark ...... "and on this occasion"

'Thank you.  On this occasion I will not need to seize the opportunity to beat ECP in court.  As I do not have a devil-may-care attitude to parking, would you be so kind as to provide a couple of pre-prepared cancellations in case they ever try to scam me again.'      

Well, maybe not eh, but one can dream.

Koalacube

Sainsbury’s have confirmed it’s cancelled so great result. Chuckling at your comments.

MothballsWallet

beamerguy said:

Well done, it's the way to go.

I did chuckle at this remark ...... "and on this occasion"

The writer does not understand that Covid  will be around forever a long time and so will your comments above.  M&S had this problem recently with Euro Car Parks and that was cancelled as well.

All I can say is that Euro know of the problem and are taking the p**s out of Sainsbury's custmers

Amended that for you (diseases never go away, we just find treatments and/or vaccines for them).

Umkomaas

Well done on your DIY and using Plan A. A wonderful example to those who come here wanting hand-holding guidance for every baby step they take. 

Please be assured I have noted your comments and on this occasion, I will request to cancel the parking fine.

What an utterly p|ss poor and condescending response to your issue. You are giving them serious custom and yet they begrudgingly lower themselves to helping you. It shows the disdain with which they recognise their lifeblood. 

Once you have confirmation that the PCN is cancelled, I'd be sending them a FRO letter telling them that in view of their patronising response ('on this occasion') they can push their business and Nectar card up where the sun don't shine and in future you will be shopping at Asda, Tesco, Waitrose, Morrisons, Lidl, Aldi (or wherever) who will no doubt value you far more as a loyal customer (we'll sort out the PCNs you might get there later! 😃). 

What a crock of shiite reply from them!