Sainsbury’s SmartShop anomalies

f1783

For the last few weeks I’ve used Sainsbury’s SmartShop. Every week I’ve found that some of the advertised reduced SmartShop prices aren’t activated and I’ve had to ask the checkout assistant to reduce my bill accordingly. I haven’t actually been able to get through the process quickly (as you’d expect) because of this. I tried emailing Sainsbury’s to alert them to the problem but they obviously don’t want you to contact them as it took ages to find an email and the eventual reply didn’t understand what I was trying to alert them to. 

This week the same thing occurred and I called over the assistant who said I would get the money back as a voucher. I asked why some reductions went through and others didn’t. She said she didn’t know. I then went to the Customer Service counter and he told me that the system would run overnight and I would indeed get a voucher (I had wondered what these vouchers were!). I asked if he would feedback to the system managers (I couldn’t as they don’t advertise emails directly) about the problem as it then relied on me being alert to the voucher coming in. Also you have to call over an assistant when redeeming these vouchers as the coupon button won’t scan. It’s not giving any great incentive to use SmartShop (other than the price reduction) and these anomalies need sorting out if Sainsbury’s are going to get this scheme to take off. It’s also not saving much time for either the customer or the assistant. 

Gilberton

This is still happening and despite me ringing Nector and Smartshop they cannot explain why they have not resolved this issue. Can the USE investigate this please?

dealyboy

I've noticed that this generally happens when the packaging or size changes. I invariably get a digital voucher next Sainsbury's Offers day.