Can I just have the money back please?

axblock

Hi there, 
Has anyone out there had this exerience...
Having just received an online order with Sainsbury's groceries, there were a number of substitutions which resulted in me being charged more than the value of the goods received. 
Insteda of giving me the money back, Sainsbury's have "kindly" given me an online voucher to the value of the refund.

My problem with this is that:
1. I want the money back
2. I can only spend this at Sainsbury's
3. It is only valid for online shopping
4. It has an expiry date of 2 months. 

I dont particularly want to shop on line with sainsbury's again becaus despite having place the order a week in advance, I got hadly any of my required shopping, which was made up of substitutes. 

How do I get my cash back?

Many thanks in advance

sarah1972

axblock said:

Hi there, 
Has anyone out there had this exerience...
Having just received an online order with Sainsbury's groceries, there were a number of substitutions which resulted in me being charged more than the value of the goods received. 
Insteda of giving me the money back, Sainsbury's have "kindly" given me an online voucher to the value of the refund.

My problem with this is that:
1. I want the money back
2. I can only spend this at Sainsbury's
3. It is only valid for online shopping
4. It has an expiry date of 2 months. 

I dont particularly want to shop on line with sainsbury's again becaus despite having place the order a week in advance, I got hadly any of my required shopping, which was made up of substitutes. 

How do I get my cash back?

Many thanks in advance

You can’t get your cash back. 

It’s in their t&c’s and you also have the option to refuse subs at point of order and also when the driver delivers. 

Asda and Tesco price match all subs whereas Sainsburys never had. 

New_in_the_fens

if you had rejected the substitutions at the door, you would have got a refund. As you accepted them, you get a voucher for the difference. Effectively, it’s definitely not acceptable = refund, it’s not quite what you wanted but will do = price match to requested item cost and voucher. 

I shopwith Sainsbury’s online and have very few substitutions (various branches filling the orders over the years), so you may have just been unlucky this time, which is a shame.

Note that putting in an order does not mean they are ordering your specific food in. You get what is on the shelves, the same as if you’d shopped yourself. 

Pollie

I always mark no substitutions, as they are reportedly unconnected to the original request anyway.

sarah1972

Pollie said:

I always mark no substitutions, as they are reportedly unconnected to the original request anyway.

I always allow subs other than specific things, I’ve had some great bargains that way. 

Farway

sarah1972 said:

Pollie said:

I always mark no substitutions, as they are reportedly unconnected to the original request anyway.

I always allow subs other than specific things, I’ve had some great bargains that way. 

So have I, but it does depend on if they price match the original item, no good whatever if they just use the expensive sub price, which is what Sainsbury & Morrisons do

New_in_the_fens

Farway said:

sarah1972 said:

Pollie said:

I always mark no substitutions, as they are reportedly unconnected to the original request anyway.

I always allow subs other than specific things, I’ve had some great bargains that way. 

So have I, but it does depend on if they price match the original item, no good whatever if they just use the expensive sub price, which is what Sainsbury & Morrisons do

Sainsburys give you a voucher for the difference between the substitution price and the original item price if higher. They will bill the higher price at the point of sale, but the voucher puts you back in the position you would have been, had they been able to provide the item you ordered. 

P1Fanatic

Sainsburys are usually pretty good but you have to be careful that a) items fall into their price promise b) that they price match not quantity match.

For A) I had a joint of pork and was subbed for a more expensive one but I never got a voucher. When I queried it they said catchweight items are not covered i.e. those priced by weight. I then pointed out that my pork leg was substituted with pork loin and the latter was even on nectar price which they had not applied.

For I had 2 x 500ml handwash for £1 (50p each) substituted with 1 x 500ml at £1 (so half as much for the same price). Apparently they only factor cost not amount.

It would help if they actually flagged what substitutes are eligible for their price promise so you can make a proper decision when you take delivery / collect, but the fact they still cant breakdown savings applied for an online order receipt I don't hold out much hope.

sarah1972

Farway said:

sarah1972 said:

Pollie said:

I always mark no substitutions, as they are reportedly unconnected to the original request anyway.

I always allow subs other than specific things, I’ve had some great bargains that way. 

So have I, but it does depend on if they price match the original item, no good whatever if they just use the expensive sub price, which is what Sainsbury & Morrisons do

Absolutely, I don’t shop at Sainsbury’s or Morrisons as I find them too expensive x