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Sainsburys Return/Exchance Policy

(12 Posts)
ImActuallyAStudent Tue 04-Nov-14 18:44:55

Hi, although I am not a mother (Im a student as my screen name suggests) I hope that you can help me and also discuss whether you have had similar problems with Sainsburys and if/how they got resolved.

I bought an Xbox 360 game from my local sainsburys yesterday, today I have found that the disc is faulty and becomes "Unreadable" in certain sections of the game.

I called their customer services line. The first time I got through and was told that it is within their policy to return the game. Unfortunately my phone died during the conversation so I was unable to get any type of reference number.

I went into the store, with the game and receipt and asked to speak to a manager. She was very impolite to say the least. She denied having spoken to customer services, even though they told me they had called. She made me wait around whilst she called customer support who also denied I had actually called, she told me to call them back and get a reference number.

I called customer services back for a second time, this time I was told that it was up to the discrepency of the stores manager whether or not I would get a refund. Even though it states quite clearly in their policy that if a game disc is faulty they will refund/exchange. I said this and was shut down repeatedly with "It is up to the discrepency of the store manager". I was also told that they could not give me a reference number since they couldn't check whether the game was faulty over the phone and I would have to check instore if the game was faulty, to which I replied "How, do they have an Xbox instore?" and again this got shut down with "Sorry, you will have to go instore and they will check it."

So I went to the store again. I was told again that no one had called the store, and she went off again to call them. First she told me that she had been told by customer support that I had never called, then she said I must be calling the wrong number. So I showed her my phone and it was the right number. Next she said, apparently you have been told to called the games manufactorers not us. To which I replied, "but you just told me they said I had never called?"... Which she said was false, apparently I must have heard her wrong.

Finally I called customer support a third time, this time they actually took my name, and told me the reason there was no log of me was because I had no reference number! I, at this point obviously annoyed, said that no one had even asked my name before and when I asked for a reference number I was told I couldn't have one. This time though I was told a new story, apparently it is their policy to NOT exchange or refund opened games, even if they are faulty. I told them this was incorrect, which it definitely was I have re-read their policy but obviously there was nothing further I could do so I simply said thank you, goodbye. So here I am, 3 hours later, been messed around from every corner and I am feeling very frustrated.

So I have to ask, am I being unreasonable? Am I actually in the wrong here? Is there anything further I can do to get this resolved? And has anyone experienced anything like this before?

Thank you for your time, I hope to hear back from anyone :D

ImActuallyAStudent Tue 04-Nov-14 18:46:45

Btw, I have to also note that at no time in-store did the manager even look at the game disc, nor did ask to see the casing to check whether or not it had been opened.

Dawndonnaagain Tue 04-Nov-14 18:47:05

Twitter and Facebook should resolve the problem. Oh, and if the game is faulty, their fault, their responsibility, particularly as you have the receipt.

iloveshortshorts Tue 04-Nov-14 18:49:10

hi op did they offer an exchange?

iloveshortshorts Tue 04-Nov-14 18:50:15

and i think you should definitely tweet them.

PfftTheMagicDraco Tue 04-Nov-14 18:52:51

IF you bought it from Sainsbos then your contract is with them. They should exchange/refund when you present your receipt. If they don't have a machine in store to check this, that's their look out, not yours.

In my past (games retail) I would have checked the disc - any scratches? Assuming it was sold factory sealed, any scratches are going to be caused by the customer - these would cause a game to not work, and I would likely not refund.

If the disc is still perfect, I'd refund and then send it back. Sainsbos will get their money back when they return the game, I don't know why they are being such arses with you. You are in the right, don't swallow any crap about going to the manufacturer. You deal with THEM, then they deal with the manufacturer. Just take it up the chain. Get names.

Panicmode1 Tue 04-Nov-14 18:53:30

Put your complaint in writing - more effective. I would also second FB and Twitter - I always get an almost instant response when I complain about companies on Twitter in particular.

I had a brush with Sainsburys this week too - was outright lied to by a manager, but had four stroppy children with me and a million other things to do, so let it lie, but I went to Waitrose today instead grin

InkySkink Tue 04-Nov-14 18:57:10

Under the sale of goods act they are required to refund or exchange faulty items, and it is not at the discretion of the store.

You should contact them and remind them that it is a legal obligation, and not a matter of their policy.

TracyBarlow Tue 04-Nov-14 19:00:35

None of that is relevant really. If you have the receipt and the game is faulty then the law affords you the right to a refund, repaid or replacement. Sainsbury's cannot override the law.

TyneTeas Tue 04-Nov-14 23:43:41

Hope this link helps

Harrin Tue 04-Nov-14 23:49:11

You should be offered a refund or exchange by law as you have proof of purchase and as long as there is no obvious damage to the disk that you have caused.

I do know that with things like computer games and CDs they MAY restrict returns to an exchange of the same title due to copyright. So you should have been given another

WaroftheRoses Tue 04-Nov-14 23:49:43

Sales of Goods Act-they have to refund you.

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