Sainsburys Smart Shop app double (or triple) charging? 10 August 2020 at 7:24PM edited 21 August 2020 at 2:02PM in Gone off! 4 replies 1.3K views

sam3089

I've been using Sainsburys Smart Shop app on my mobile since the beginning of lockdown but a month or so ago I noticed a glitch where some items were charged twice or even three times although I'd only scanned them once.  I'm tech savvy, use apps a lot and know that I'm not scanning the items 2 or 3 times (which is hard to do).  I wrote a letter to Sainsburys but got a stock reply and I'm wondering how many other people have been affected. 

It's easy to miss as everything on your receipt is something you've bought but some items are charged x 2 or x 3 when you only had 1.  If you've got a long receipt you might not notice but since I first discovered it, I've caught it almost every time I've shopped and over the last 6 weeks it would have totalled about £50 in overcharging.  A couple of times I haven't noticed till after the shop and had to take it to customer services for a refund where they've told me quite a few other people have had the same issue.  But head office don't seem to be bothered and aren't doing anything to warn people or fix the bug.  A nice bit of extra money for them I suppose?

jon81uk

I was charged twice for a loaf of bread the first time I used it, I assumed it had scanned twice in error. Now I scroll through everything I have scanned and check it before I get to the till and then check the receipt after too.
Not had any double scans since that first time, although I did have something that didn't scan and therefore I suppose I stole.

sam3089

I think it's when wi-fi is a bit patchy.  Seems to be when there's a delay in the scan registering on the app, sometimes it counts it twice especially if there were 2 of the item before.  But I'm interested to see how many people have had the same.

jon81uk

sam3089 said:

I think it's when wi-fi is a bit patchy.  Seems to be when there's a delay in the scan registering on the app, sometimes it counts it twice especially if there were 2 of the item before.  But I'm interested to see how many people have had the same.

Yes it was much better once I connected to WiFi instead of using 3G. But taking a minute to check the basket before going to the till has basically solved it for me.

Its still better than Asda's App that doesn't seem to want to scan a lot of things and then takes forever to download to the till.

philippa1967

I have used the Smart Shop for the first time tonight.  I noticed as I scanned 2 cans of soup that it charged me for 3, so I took one off.  But when I got home I realised I'd been charged for 1 loaves of bread (bought 1) and 5 packs of part baked bread (also bought 1).  So now I'm going to have to go back to the shop and put myself at risk again to get a refund.  Really bad, won't be using it again!!!!