Sainsburys didn't deliver and wouldn't refund - account now blocked

thescouselander

So a few weeks ago, in the bad weather, the village where I live was blocked off by flooding and I didn't receive the on line grocery order I had booked in.  Initially I was told I'd be contacted for a redelivery the next day but that never happened.  Then I was told I'd be refunded but that didn't happen either.  After a week and a half of daily calls to the helpline I eventually gave up and got my bank to do a chargeback and now Sainsburys have blocked my on line account which is bad because I have some credit on there through vouchers.  I'm also out of pocket by £25 since I spent some Nectar points on the order.

I have to say Sainsburys are acting very shady and on the last call they seemed to insinuate that I was attempting some sort of fraud which absolutely is not the case.

Has anyone else had experience with this sort of thing - how did it turn out?  

Hoenir

The incessant badgering of customer services long with your haste to effect a chargeback has most likely resulted in this course of action. Behind the scenes things don't always move as fast as people wish. As there my well be various elements in the chain to be actioned. 

born_again

Sadly can often be the result of a chargeback.
Retailer decides they no longer want you as a customer.

You could try complaining, but they could stick to their guns,

thescouselander

I wouldn't recommend Sainsburys.  Nobody at the delivering store would even speak to me.  I have a theory the drivery either dumped the shopping or delivered it elsewhere and they're trying to cover their tracks at my expense.

thescouselander

Hoenir said:

The incessant badgering of customer services long with your haste to effect a chargeback has most likely resulted in this course of action. Behind the scenes things don't always move as fast as people wish. As there my well be various elements in the chain to be actioned. 

I wouldn't call it incessant badgering.  I was promised a call from the store on several occasions which never happened.  They always had the option to deliver what I ordered and in fact I did get an order the following weekend and the driver said he'd spent 3 days making redeliveries.  A week and a half is more then enough time to make a refund.

sarah1972

Possibly hasty in doing a chargeback, they will then suspend/close the account. 

Personally I wouldn’t have called them daily but I understand why you did. 

Maybe worth an email to them explaining the course of events and hope they resurrect your account and re credit your vouchers? Worth a try 

Newbie_John

On top of chargeback there is also a fine for them - which they had to pay.
Vouchers, nectar points.. they're not money so they're gone.

Many people talk about benefits of using chargeback - but what you have experienced is its downside - and sadly many companies do it - Ryanair is very known for this. It's in their rights.

Pick another supermarket.

sarah1972

thescouselander said:

I wouldn't recommend Sainsburys.  Nobody at the delivering store would even speak to me.  I have a theory the drivery either dumped the shopping or delivered it elsewhere and they're trying to cover their tracks at my expense.

I don’t use Sainsburys as I find them expensive but in their defence.,. It’s highly doubtful the driver dumped the shopping or delivered elsewhere to be honest. 

Do you know it’s your delivering store? I only ask as I have a local Sainsburys but that isn’t where my groceries would come from if I ordered online and even if it was, it’s the online helpline sude of it that deals with queries and not the actual store in my dealings with online groceries. 

thescouselander

sarah1972 said:

Possibly hasty in doing a chargeback, they will then suspend/close the account. 

Personally I wouldn’t have called them daily but I understand why you did. 

Maybe worth an email to them explaining the course of events and hope they resurrect your account and re credit your vouchers? Worth a try 

Just to explain the regular calls further I was finding that my requests for a refund were being closed which is why they weren't actioned according the the call centre so I was trying to make sure I at least had a refund claim that was going to go through.  If they had said it would take 7 days or whatever and sent me confirmation of that it would have been fine but I had messing around and misdirection from the beginning.

Hoenir

thescouselander said:

Hoenir said:

The incessant badgering of customer services long with your haste to effect a chargeback has most likely resulted in this course of action. Behind the scenes things don't always move as fast as people wish. As there my well be various elements in the chain to be actioned. 

I wouldn't call it incessant badgering.  I was promised a call from the store on several occasions which never happened.  They always had the option to deliver what I ordered and in fact I did get an order the following weekend and the driver said he'd spent 3 days making redeliveries.  A week and a half is more then enough time to make a refund.

That's a way of terminatating the call. The flooding seems to have caused considerable issues. Nor were you the only person waiting for a refund. If everybody demanded to be dealt with first everything would grind to a halt. Rather than being systemically addressed in a orderly fashion. 

thescouselander

Hoenir said:

thescouselander said:

Hoenir said:

The incessant badgering of customer services long with your haste to effect a chargeback has most likely resulted in this course of action. Behind the scenes things don't always move as fast as people wish. As there my well be various elements in the chain to be actioned. 

I wouldn't call it incessant badgering.  I was promised a call from the store on several occasions which never happened.  They always had the option to deliver what I ordered and in fact I did get an order the following weekend and the driver said he'd spent 3 days making redeliveries.  A week and a half is more then enough time to make a refund.

That's a way of terminatating the call. The flooding seems to have caused considerable issues. Nor were you the only person waiting for a refund. If everybody demanded to be dealt with first everything would grind to a halt. Rather than being systemically addressed in a orderly fashion. 

Hold on a minute.  I was told initially I'd be offered a re-delivery slot but I never got the call from the store.  For some reason other customers got a re-delivery and I didn't.  If they'd offered a redelivery I would have taken it.