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
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Sainsburys Return/Exchance Policy
11 replies
ImActuallyAStudent · 04/11/2014 18:44
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