Sainsbury's SmartShop and My Nectar Price issue 19 July 2022 at 11:53AM in Food shopping & groceries 7 replies 930 views

philip_

I've noticed over the past few months that when using the SmartShop scanning device, in store in Sainsbury's, that occasionally the price for an item is higher than the shelf price.

This seems to happen when there is a "My Nectar Price" for the item which is higher than the shelf price.

The higher price is charged at the checkout.

I've tried to raise this with Sainsbury's customer service in store and online but in both cases they don't acknowledge the problem and say I need to contact Nectar.

I have contacted Nectar through their online chat and managed to get a somewhat tacit acknowledgment but I'm not convinced they are looking into it.

As this has been going on for a few months now I imagine 1000s of customers will have unwittingly paid extra for some items.

Has anyone else here noticed this pricing issue?

JGB1955

I've (automatically) been given a virtual discount voucher for the difference in price.  

shiraz99

Not noticed this before but I'll be keeping an eye for it in future.

philip_

JGB1955 said:

I've (automatically) been given a virtual discount voucher for the difference in price.  

Did you use the SmartShop phone app or one of the in store scanning devices?

yvonne13_2

I used the app on my phone and the prices have always been as advertised. Maybe its the store handset doing that. Try using the app on your phone to see if that makes a difference.

JGB1955

philip_ said:

JGB1955 said:

I've (automatically) been given a virtual discount voucher for the difference in price.  

Did you use the SmartShop phone app or one of the in store scanning devices?

I normally use the in-store scanner.... perhaps I'll try my phone next time.  EVERY week I find at least one item is mis-priced (the crisps and snacks aisle seems particularly at risk)!

Racheljaa

I noticed the crisps weren't marked down as advertised on the app so I just cancelled them out.

Gilberton

This is still going on and I do not receive the voucher. 
Is there anything MSE can look into for us please?