Sainsbury’s Horsham Euro Car Parks

Coupon-mad

Specifically you want it escalated to the Executive Office (unless she is in that office?!).  And you should refer to your 2 attachments to explain hat you mean by 'lied to'. And you want an apology.

I worded my earlier reply so you can copy most of it.

BellieBe

Yeah, she is in the Executive Office.

BellieBe

Better?

This needs to be escalated to a supervisor or someone with better customer service ethics. 

I do not appreciate being lied to which these attachments clearly show is the case. This is clearly Sainsbury’s carpark, EuroCarparks are your agents, and historically, you can and have helped genuine customers have these parking tickets cancelled. 

I will once again send proof that I am a genuine customer. And details for this to be cancelled.

B789

Perhaps something a bit more forceful, along these lines:

Dear Sir/Madam,

I am writing to express my disappointment and frustration with the recent conduct of one of your executives who was representing the CEO, Simon Roberts. As a long-term and loyal customer of Sainsbury's, I was shocked and dismayed by the blatant lies and/or complete ignorance displayed by this executive during our recent interaction.

On [insert date], I had an encounter with the executive in question regarding a particular issue I had been experiencing after a recent visit to one of your stores. Despite my repeated attempts to explain the issue and seek a resolution, the executive displayed a complete lack of understanding of the problem at hand. To make matters worse, when challenged on this point, she resorted to blatant lies to try and cover up her lack of knowledge.

As a customer who has been loyal to Sainsbury's for many years, I expect a high standard of honesty and integrity from your staff, particularly those who are representing the CEO. The conduct of this executive has left me feeling undervalued and disrespected, and I am deeply disappointed that Sainsbury's would allow such behaviour to occur.

I urge you to take my complaint seriously and to take swift action to address the conduct of this executive. I would also appreciate a response from you outlining the steps that will be taken to prevent similar incidents from occurring in the future and to ensure that all of your staff are held to a higher standard of customer service and honesty.

Thank you for your attention to this matter.

Yours sincerely,

[Your Name]

At this point, you want them to come back to you for more details, at which point you highlight who and why.

Try as an attachment to: simon.roberts@sainsburys.co.uk

Coupon-mad

Good stuff. I suggest a combination of the two but referring to the fact that the customer has been put to the trouble of searching on Land Registry (attached) due to the Executive Office lying to them.

BellieBe

Every email I have sent to Simon Roberts has been responded to by this same person. Not sure how I can complain about her when she is gatekeeping the system.

B789

Try this... Go to this contact page for Sainsbury's. Click on the buttons as follows: Sainsbury's/Shopping in store/Service received in store/By contact form, which should get you an orange button "Contact Form". You can fill in what you want on that form and attach your letter as a PDF file. This should invoke some response from someone who is not the person you are complaining about. Can't hurt.

https://help.sainsburys.co.uk/help/contact-us

Make sure you select the preferred method of response as email, not phone. You need a trace of all comms.

B789

Personally, I'd send a copy of the complaint is a scattergun approach to as many of these people as you can find email addresses for:

https://www.about.sainsburys.co.uk/about-us/our-management#operating-board

Eg., try the group HR director: angie.risley@sainsburys.co.uk

Coupon-mad

BellieBe said:

Every email I have sent to Simon Roberts has been responded to by this same person. Not sure how I can complain about her when she is gatekeeping the system.

You demand that she escalates it to her Manager and apologises for lying to you.  And copy in those other names.  Attach the 2 attachments.

BellieBe

Update,

I decided to wait until my appeal with Euro Car Parks was decided either way before pursuing Sainsbury’s any further.  As tempting as it was to go big to push back against being lied to, the info I was seeing on FB was that if you sent proof or purchase and it was the first time, your appeal would be successful.

Then out of nowhere, the same lady who lied and was absolutely unhelpful from executive office at Sainsbury’s emailed me to say:
 “Thank you for your recent correspondence which has been received into our Executive Office. After reviewing your case I am happy to request the Parking Charge Notice - is cancelled. We kindly ask in future that you ensure your voucher is scanned before leaving the store to prevent you receiving a Parking Charge Notice. Once again, please accept my sincere apologies.”

Absolutely bizarre, but I’ll just leave all this info up here incase anyone comes along with the same situation and needs proof to push back with.