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to be in a RAGE with Sainsburys online?

(9 Posts)
bigredtractor Sat 20-Oct-12 20:00:25

our fridge broke and we need a small under-counter one (tiny flat!) so found one at Sainsburys online. It was delivered on Weds and we plugged it in but it hasn't become cold at all. The light comes on but the temp hasn't changed a bit.

So, we've given it a few days and still no change so I called Sainsburys today to be told that they can collect the faulty fridge but can't (won't) arrange a replacement at the same time. Their returns policy is that we'll get our refund 3-5 days after our fridge THAT DOESNT WORK gets back to their warehouse and our only option is to buy a second fridge If we need it before we get our refund (which we do, of course).

The model we ordered is still in stock. To add insult to injury we can't get a specific time slot for the faulty fridge to be collected because "the delivery trucks also do the collections and will call when they've got space.". The same delivery truck that can't bring us a replacement.

AIBU to think that it's totally unacceptable to expect a family to go for over a week without a working fridge or to have to buy a second instead of arranging a replacement for a faulty product? It's not like it's something important you know, storing food at a safe temperature for your kids to eat / drink...

CaliforniaLeaving Sat 20-Oct-12 21:32:17

What a load of hassle over picking up, when you could easily do both in one run. Big business run amok. confused

ListenToYourHeart Sat 20-Oct-12 21:44:29

YANBU - I'd be so angry, how unhelpful considering they are such a big company.

nannynick Sat 20-Oct-12 21:48:18

I do wonder if the fridge actually comes from Sainsbury's, maybe it's direct from the supplier.

I think what they are saying is that they have the right to test the equipment to confirm it is faulty before replacing it, thus why it goes back to the warehouse first.

OleaAndMarge Sat 20-Oct-12 22:54:45

Relatively standard for most companies, you return the faulty item back to the warehouse whilst ordering the replacement at the same time - the refund money will be back in your account once they get receive it. It just means that for a short time, the cost of two fridges will be out of your account.

Yes it's annoying, you usually have the option of returning the fridge and providing proof of postage or asking the customer care person to confirm that the fridge has been picked up so they can send out another one immediately. Rather than them sending out a new fridge for free because (and let's be honest here), they only have your say-so that the fridge is broken .

Gumby Sat 20-Oct-12 22:58:00

Agree with nannynick

CSIJanner Sun 21-Oct-12 07:02:31

I ordered sainsburys own mattresses for the LO's bunk beds. Got a call from silentnight! Bargain price, so agree, it's probably the supplier. What has sainsburys customer support specifically said. Get names, note times and tell them you juts want a straight swap and that the time difference is going to affect food hygiene which will affect your children and family. Be firm - they're all about image so might just give in and call the supplier for you. Good luck xx

ZombTEE Sun 21-Oct-12 07:31:45

So tell them you want to return it and get a refund not a replacement and buy a fridge from someone else.

You'll be out money for a few days but then you won't.

bigredtractor Sun 21-Oct-12 22:32:49

Thanks - sorry, disappeared last night!

I guess the point is that it's not a few quid for something frivolous, it's a fridge. So why should I be expected to be out of pocket, assuming that I can afford to be?

And I'm not sure I'd go to the trouble of being fridge-less unless it was actually faulty!

The customer service rep was almost embarassed- he couldn't give me the logic behind it and just apologised over and over. Not his fault of course ( which I told him!).

Have gone for the return and refund. It's being picked up on Tues so i should have my money back by the end of the week, just no fridge. Grrr

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