What to do when nectar price isn't applied?

Newbie_John

I use self scan now, so when the price is different I take a photo of what's on the shelf and show them at the till. They manually apply discount.

Once I had the issue after paying, at the customer services they gave me £2.20 in cash.. 

english-setter

Apparently, Nectar prices don’t apply in the “local” stores. Very sneaky!

DonnySaver

english-setter said:

Apparently, Nectar prices don’t apply in the “local” stores. Very sneaky!

This happened to me the other day. I had 2 'Nectar Prices' offers that I went specifically into store to buy. I paid at the checkout - got a receipt and noticed I'd been charged full price. I went back to the till to question why I'd not received the discount and they told me it doesn't apply to Sainsbury's Local stores.

I looked at the app and on the main screen it says "In Store and Online". Only deep down in the T&Cs does it mention that it only applies in Local stores if you use a hand-held scanner. Why this makes a difference I don't know - but our Local store doesn't have the scanners.

I agree, it's sneaky indeed. It's misleading, and so I've raised a complaint with the Advertising Standards Authority and they are now looking into it.

flaneurs_lobster

DonnySaver said:

I looked at the app and on the main screen it says "In Store and Online". Only deep down in the T&Cs does it mention that it only applies in Local stores if you use a hand-held scanner. Why this makes a difference I don't know - but our Local store doesn't have the scanners.

I wonder if this means that Nectar Prices would apply in a Sainsburys Local if you were to use the self-scan "SmartShop" app (when zappers were not available)?

ETA : The terms and conditions actually make this clear:

Your Nectar Prices (the personalised ones) ARE available in Sainsbury's Local stores when using a handset (where available) or the SmartShop app.

Nectar Prices (the non-personalised ones) ARE NOT available in Sainsbury's Local stores.

DonnySaver

flaneurs_lobster said:

DonnySaver said:

I looked at the app and on the main screen it says "In Store and Online". Only deep down in the T&Cs does it mention that it only applies in Local stores if you use a hand-held scanner. Why this makes a difference I don't know - but our Local store doesn't have the scanners.

I wonder if this means that Nectar Prices would apply in a Sainsburys Local if you were to use the self-scan "SmartShop" app (when zappers were not available)?

ETA : The terms and conditions actually make this clear:

Your Nectar Prices (the personalised ones) ARE available in Sainsbury's Local stores when using a handset (where available) or the SmartShop app.

Nectar Prices (the non-personalised ones) ARE NOT available in Sainsbury's Local stores.

Yeah - you need a zapper I think. But ours doesn't have them so I'll never get these My Nectar Prices.

flaneurs_lobster

DonnySaver said:

Yeah - you need a zapper I think. But ours doesn't have them so I'll never get these My Nectar Prices.

.....unless you use the SmartShop app on your mobile to do the scanning.

DonnySaver

flaneurs_lobster said:

DonnySaver said:

Yeah - you need a zapper I think. But ours doesn't have them so I'll never get these My Nectar Prices.

.....unless you use the SmartShop app on your mobile to do the scanning.

Hmm, I don't appear to have that option in my Nectar app either. I'll have to ask them.

flaneurs_lobster

DonnySaver said:

flaneurs_lobster said:

DonnySaver said:

Yeah - you need a zapper I think. But ours doesn't have them so I'll never get these My Nectar Prices.

.....unless you use the SmartShop app on your mobile to do the scanning.

Hmm, I don't appear to have that option in my Nectar app either. I'll have to ask them.

It's a separate app, go look in your app store for 'SmartShop'.

Warrior65

Nectar prices not being applied has happened to me twice.  To the tune of £6.75 - a bottle of wine which I would never have bought at £10.75 but £6 off sounded great.  On another occasion it was a simple reduction of 75 pence off a £3.75 box of cereal.  I went straight to the customer services in store and she  said she 'hated it when this happens, but the reduction must be on the receipt somewhere.'  I pointed out that other nectar price reductions were correctly shown on the receipt.  She said she could refund me (in this case for the cereal), but it would be for the nectar price of £3.00 and not what they charged me.  Huh? How did that help.  Yesterday when the £6 was not deducted for the wine I checked both receipts where it tells you what you saved and neither nectar price was hiding there.  So I tried their phone line.  After detailing my problem the guy said to hold on and then after 2 or 3 minutes silence he hung up.  Undaunted I tried the online chat.  The lady (I think) was very helpful saying I would get a voucher within 7 days.  I don't know what she was basing this on as I had not so far mentioned numbers.  Could she see my receipts on line?  I stated what items had been overcharged and then she said I couldn't have points for alcohol. I said I wanted a refund not points.  She said I couldn't have a refund for alcohol(!)  Maybe I should sort it out in store.  I told her how that went when I tried.  I said I would stop shopping in Sainsbury's as this seems to be getting a common occurance and could I lodge a complaint? She did not answer that but offered me 100 points as 'a gesture of good will'.  Oh, and of course the 75p for the cereal.  I gave up at this point.  Surely it is not ok for a special offer price to be displayed on a shelf but it is not followed through.  What difference does the type of item make?  Now who do I talk to?

Eldi_Dos

flaneurs_lobster said:

DonnySaver said:

flaneurs_lobster said:

DonnySaver said:

Yeah - you need a zapper I think. But ours doesn't have them so I'll never get these My Nectar Prices.

.....unless you use the SmartShop app on your mobile to do the scanning.

Hmm, I don't appear to have that option in my Nectar app either. I'll have to ask them.

It's a separate app, go look in your app store for 'SmartShop'.

Must say I always feel guilty if there is a elderly digitally excluded shopper in front of me paying quite a lot more for items on offer, might be progress if the shops instructed some of their supervisors to look out for this and offer advice or assistance.