I was at Sainsburys and saw a jumper I liked, unfortunately had 2 under 2's with me (one newborn) screaming and was about to leave it as I couldn't try it on. Staff member suggested I get it and return it if it didn't fit. Unfortunately loading the bags in the car I dropped some bags and the receipt blew away.
I knew I couldn't refund it but I wasn't bothered, I shop in Sainsburys weekly so I thought I'd just exchange. Instead I got an arsey staff member say I couldn't exchange for anything but clothing, nothing in their policy says this. I then offered to tell them card number/ till/ exact time of purchase/ amount so they could find receipt on system (I worked in customer service for 4 yrs so I know you can do this, no queue etc) I was told it couldn't be done. I wasted £25 on extra clothing dc didn't need. I felt also like it was implied I may have stolen it.
I complained about their policy and was told on the phone they COULD have found the receipt on the system as I asked with the information I offered.
I got a £5 voucher in the post today and a generic letter hoping to see me in store soon (I'd already said they wouldn't). I've wasted £25 so £5 is frankly a waste, I've discovered having gone elsewhere this week I can save that shopping at another supermarket. The generic 'thank for your feedback' doesn't answer my complaint at all either, it's just a fob off and a fiver like it's what I was asking for. Maybe I'm being arsey but I worked for another supermarket for years and we were directed to go out of our way to assist and retain customers, we always exchanged for undamaged items, were polite, answered exact complaints (even from the regular nightmares) and we'd look up receipts etc. It was quite a big thing showing good customer service (friends who are still there say it's the same and they would have exchanged in this case). I quite enjoyed my job, and it wasn't such a naice area...
I feel like posting it all back to make a point as I feel a bit insulted and satisfy my annoyance and sleep deprivation I worked out I spend around £3000 weekly shopping with them over a period of about 4-5 yrs! For that much a smile and being listened to seems reasonable.
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To post Sainsburys their voucher and letter straight back?
23 replies
ghoulelocks · 19/02/2013 11:19
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