Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

BOYCOTTING SAINSBURYS-Unfair parking ticket and shoddy customer services from Sainsburys- store manager.

130 replies

Lipstickgal · 04/07/2011 15:24

i am feeling so angry. I will explain this as briefly as possible.
We have restrictions in our Sainsburys car park which is that you are allowed to park for two hours and not return within two hours. Fine.
I do my shop on Thurs, arrive just before 10am and leave 11am. I have my receipt to substantiate this.
I then drive to another supermarket of which I also have a receipt that shows I left there at 11.30am.
I go home, unpack and collect my son from Grammar sch at 1.15pm. It is a 20 min drive away. He then asks if he can pop in to get some stationary bits so I return to the carpark around 2pm after popping home.
Later I find I have been given ticket saying I have parked from 10.15 until 2.10.
Clearly this is not the case so I took myself down to Sainburys with the receipts and explained that I could collaborate my whereabouts and was out of the carpark longer than 2 hours. I am asked by the duty manager to return on Monday as he can't cancel the ticket but the store manager can at his discretion. So back I go this morning only to experience the worst customer service ever.
I was basically made to feel like a liar because he questioned my whereabouts for 10 mins, in an itinerary fashion, and then told me he didn't have the authority to overturn this ticket. He was surly and obnoxious. I rang customer careline when I got home to log a complaint and they told me that he could have recinded this ticket as it was indeed at his discretion. I am not a liar and feel very strongly about how I was mistreated. I said they should look on their CCTV if they wanted to see exactly when I came and left and they would find it to be as I said. I said if the matter wasn't resolved I and my immmediate family would never shop there again. At this point he turned and said that that was up to me!
The liar in this case was the Store Manager.
The person I spoke on the phone asked me what I wanted and I said an apology and the ticket recinded. She then said that 'I have apologised'! I was so shocked I just told her that I would be putting all my concerns in writing and took her name. They don't like that do they?She asked me why I wanted her name and I then had to explain that I still wasn't satisfied with the level of customer care etc. We spend about £6,000 a year in this shop.
WIBU in never shopping at Sainsburys again? I actually feel intimidated because this store manager made a real scene of the situation and belittled me. Anyone else experienced anything like this?

OP posts:
nogreythatmatters · 04/07/2011 22:07

There are a bunch of bandits called CP Plus Ltd, Borehamwood who are one of the companies who work on behalf of companies and issue Parking Tickets. Ignore them , they have no enforcement powers and their threats are empty. Their threats are irrelevant and they are just a bunch of cheating chancers.

blackeyedsusan · 04/07/2011 22:18

head office email

scroll down to find it...

it was rubbish customer service.

fairydoll · 04/07/2011 22:30

How come private companies are allowed to have the name and address of a car owner from their number plate?

fgaaagh · 05/07/2011 09:01

fairydoll I think the DVLA gives out the information to them, don't they? something to do with if they've breached private parking regulations they'll hand out the info - at least that's what i remember a friend telling me ages and ages ago (although that may have been to do with clamping...)

Trinaluce · 05/07/2011 09:16

They sell the info. They make several million every year from it. Part of me thinks that's scandalous, part of me thinks 'hey, if it means my car taxes/licensing etc aren't going to go up....'

Original poster
Lipstickgal · 05/07/2011 09:58

Chillistars- Euro car parks.

This morning my husband cancelled our home insurance we have through them. When asked why- he explained paying particular attention to the poor customer service.
My mother, MIL,FIL and various neighbours and friends and members of their households are now boycotting Sainsburys. That's at least 20 customers they have now lost. I'm sure the word will spread further yet....it's a small quiet rural town-mainly an elderly population. My mother does have a tendency to share with her many friends.........
Today I will be writing to CEO.
If I get no joy I will then contact the local press.

OP posts:
Trinaluce · 05/07/2011 10:02

Customer service training thing I once went on said 'if someone has a good experience with you they'll tell 1 or 2 people. If they have a bad experience they'll tell 6-8.' This was some time ago - I think these days with the internet being the way it is companies cannot afford to piss their customers off as you don't tell 6-8 people: you type it into one screen and tell everyone you've ever met - and a few hundred you haven't!

fgaaagh · 05/07/2011 10:04

"you type it into one screen and tell everyone you've ever met"

Exactly. A post on Facebook (publicly - perhaps on their official page? Wink) might do more wonders than expecting a reply via the official complaint process.

Don't be afraid to use the power of the internet - it's exactly what these types of companies hate - power in the consumer's hands.

EldritchCleavage · 05/07/2011 11:23

Ooh, it's not Spilsby is it? I know someone who lives there, must tell them to watch out if so.

Our local Sainsbury's has awful managers. I've twice complained about the shop being dirty, and the two men I spoke to really couldn't have cared less. The carpark ticketing machines and barriers are constantly breaking down. The ticket validation doesn't work, so we all queue while some poor customer has to get out of the car and find a staff member to sort out the ticket. Nightmare.

Original poster
Lipstickgal · 05/07/2011 14:37

I have emailed CEO and they are 'looking' into it. Will update soon.

OP posts:
ivykaty44 · 05/07/2011 15:43

How is it legal for the DVLA to "sell" dataprotected information about us? No other company would be allowed to collect this information by law and then once they have collected the information that we have no right to deny them - they sell that information on to anyone that wants it - no checks done to see if these people are working within the law no police checks.

Everyones information is supposed to be protected by data protection and yet the government doesn't have to follow this law.

The thing is the fine is for the person and the information is about the car not the person driving the car at that supermarket at that particular time - so your car could be used legally by others and the DVLA only gives the registered owner of the car and not every person that is legaly insured to drive the car

Original poster
Lipstickgal · 05/07/2011 15:55

I think it's a travesty that the right to privacy is no longer respected by government agencies.

OP posts:
ivykaty44 · 05/07/2011 16:40

Its not even the fact that the privacy is not respected - it is the fact if I don't tax and insure my car then I am breaking the law, once I do tax and insure my car they sell my details.

The Electoral register was a bit like this and then a man took a case to court - so we can now tick to come off the list that councils sell to companies.

possibly someone needs to take on DVLA

Original poster
Lipstickgal · 07/07/2011 21:05

Well still no response........ How hard can this be? No apology and no ticket rescinded. I think it's shameful. How much longer is it reasonable to wait before I contact my local press?

OP posts:
soverylucky · 07/07/2011 21:08

This reply has been deleted

Message withdrawn at poster's request.

tidburybear · 13/07/2011 22:47

This is absoloutely appalling behaviour and you have been treated disgustingly, you poor thing. The Store manager is a "Jobs Worth " Post his name on this site for everyone to read. I am having a similar situation with Morissons and will never use that store again, after the appalling behaviour I have received from the Solihull Store Manager of Morissons - rude, not customer focused, uncaring......... You have so much support, stick with your guns.

randommoment · 13/07/2011 23:44

Hi Lipstickgirl how's the politely nasty letter to the CEO going? It needs a faintly sorrowful air, something on the lines of 'I've always had such good service in the past, so it was doubly shocking....'

cc BBC Watchdog, your local paper and the Daily Telegraph at the bottom never does any harm.

I've so far won £200 from the AA and four extra months membership of the National Trust using this method.

And photocopy EVERYTHING.

Best of luck.

PS - can't stand Sainsbury's anyway. I'm sticking with Lidl for cheapo and Waitrose for everything else - at least with Lidl you know you're getting bargain basement stuff with bargain basement customer service, and Waitrose live in a glorious, almost Edwardian-era planet of oldfashioned decency! And their Fair Trade credentials are excellent.

niceguy2 · 14/07/2011 10:54

Hi LipstickGirl

What a shockingly crap experience you had. I hope the CEO email works for you.

I had similar a while back with Vodafone. They were shockingly incompetent and only after I mailed the CEO did something happen other than passing me around call centres until I gave in!

Keep pressing it. And in your shoes, I'd continue to shout from the rooftops (aka Facebook, Twitter, forums) about how crappy their attitude is.

BupcakesandCunting · 14/07/2011 11:03

"My mother, MIL,FIL and various neighbours and friends and members of their households are now boycotting Sainsburys. That's at least 20 customers they have now lost."

Really? Do people really boycott supermarkets because a friend's relative had a shitty time in one?

Hope you get it sorted though!

SmethwickBelle · 14/07/2011 11:06

Hope you get some answers soon. I've gone off Sainsb's as a store over the years, it used to be the "posh" one but over recent years the one near me their veg was always on the turn and the cheese was frequently right on the sell by date which is impressive when cheese has a long shelf life!

What did it finally was that I has the most appalling food poisoning following a shopping trip and lunch in the cafe, which I appreciate I could have picked up anywhere but it put me off and haven't set foot in since!

Also I despise stores that want a quid for the trolley, I never have a quid handy and have never been organised to get one of those clicky token things that go on keyrings and only remember when I turn up at the store with two under four to grapple as well and end up just doing a basket shop and wasting my time and having to chase my toddler about.

sarahtigh · 14/07/2011 11:34

I can not think of link to site but it is often quoted by "honest john " in saturday motoring section of telegraph

apparently even if you had over stayed you send approx £10 cheque for minor infringement instead of £80-100 they want if they hassle you re debt collectors etc, you threaten to report them to police for harrassment same applies re motorway service stations macdonalds etc, they cann not call it a fine as apparently that's illegal,

queenrollo · 14/07/2011 11:59

eldritch no it's not Spilsby, as I know where OP lives and it would be too far out for her.

It's quite odd to see the name of the little market town pop up on the internet though as it's where I grew up (and still do my shopping - yes, sometimes in sainsburys!)

Original poster
Lipstickgal · 14/07/2011 12:14

I am still waiting. I have had two emails from Justin King's office saying that they are still investigating the matter and will be contacting me shortly. I am to chase again tomorrow.
I did a letter in a 'really shocked and disappointed' tone and noted that my previous (admittedly limited) experience when dealing with customer services had been positive. I noted that trust and confidence had been lost.
Bupcakes- I have VERY loyal friends and relatives who have no qualms. I have previously supported them through all manner of difficulties.
Queenr - it's not so small anymore as has undergone quite an extensive building program not to mention the new hospital........

OP posts:
Original poster
Lipstickgal · 14/07/2011 12:16

Thank-you everyone for your kind interest. Smile

OP posts:
Pancakeflipper · 14/07/2011 12:32

The Guardian on Saturday in the money section like this sort of rip off story. They might take up your case.

We got a ticket that was ridiculous ( it said we had parked and then left the carpark and not gone into the store - totally incorrect). But in our instance the store manager agreed it was a nonsense and checked their CCTV etc.

BUT the company who ticketed our car was an external company, paid by the actual store ( so it's in their interest to get as much out of it as they can). They cannot legally fine us just invoice us and these invoices have no legal standing.

Apparently if you enter communication with them then they will hound you. If you ignore them they go away.

We haven't heard from the company who ticketed us at all. I think the store manager phone them to say they were incorrect and they haven't bothered following it up.

Your instance of getting a ticket is actually pretty common. Do check the legality of this ticket. And don't wait. Phone the press. Go on local forums etc and get this heard.