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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Sainsburys think I’m a thief - AIBU?

234 replies

OreganoOregano146 · 15/03/2023 09:50

Something really odd happened to me the other day and I want to see what others think of it. I’ve been shopping at sainsburys for over 3 years now using scan & go (extremely convenient!) Been selected for a random check maybe 3 or 4 times in all this time, all clear, no issues at all.
Recently I’ve noticed that every time I’m shopping the security guard seems to be following me. For instance last week I was looking for my DD’s formula on the shelf and when I turned around I noticed he walked right past me. I was the only person in that isle. Yesterday I was looking in the meat section and surprise surprise, he was there again. Now, having finished my shopping I went over to the self checkout till to pay and I suddenly get a message on my device saying “hold on, we just need to do a trolley check” - I thought okay, never mind, it happens. I suddenly notice the security guard talking to the guy who’s about to scan my shopping, they were having a random chat about something laughing. The guy comes over and says “oh today we need to scan 40 items” .. I thought whaaat? They usually scan 10max, where did 40 come from? (Unless I heard 40 but in reality he said 14, not sure now). Anyway, he starts scanning my shopping and then goes “oh shit sorry I think I’ve scanned the Maltesers twice, you’re gonna have to do a full trolley re scan now”. So I proceeded to a separate till where they scanned all my shopping again, the woman didn’t say anything at all, just apologised, I paid and that was it. When I got home I realised that my shopping ended up being £18 more expensive than what it said on the hand-held device, making me look like a thief? I did buy a lot of the same items twice so perhaps it didn’t register properly.
AIBU to think this whole experience was a bit strange?

OP posts:
WhataKant · 15/03/2023 10:51

I've accidently not scanned something before when shopping with my kid because I was distracted and tbh I very rarely use the scan and go thing... However that was one item that cost 80p, an honest mistake, not £18 worth of things!? And nothing else in my basket came up wrong.

Suzi888 · 15/03/2023 10:52

I never use the self scan- I’d rather go through a check out!

CaroleSinger · 15/03/2023 10:52

I just don't bother with self scan anymore because every single time there's an issue. I just put it all through the self checkout. Doesn't really take up too much of my life that way.

Istolethecookies · 15/03/2023 10:53

You said you had DD with you? I always find that a security guard is more likely to watch me than when I don't have my kids with me... I don't really know why, maybe they think the kids could pick something up and we won't notice and pay for it?

smashin · 15/03/2023 10:55

WhataKant · 15/03/2023 10:51

I've accidently not scanned something before when shopping with my kid because I was distracted and tbh I very rarely use the scan and go thing... However that was one item that cost 80p, an honest mistake, not £18 worth of things!? And nothing else in my basket came up wrong.

If you read the full thread, the situation isn’t that OP did not scan £18 worth of items and got caught out. It’s that her Nectar card discounts didn’t transfer over with the rescan of the same items. Sainsbury’s has self-scan offers only, which wouldn’t apply if your shopping is put through a manned till.

smashin · 15/03/2023 10:57

Here’s an example of the Smart Shop exclusive Nectar offers.

Sainsburys think I’m a thief - AIBU?
Coffeepot72 · 15/03/2023 10:57

Suzi888 · 15/03/2023 10:52

I never use the self scan- I’d rather go through a check out!

Same here!

SerendipityJane · 15/03/2023 10:59

You know all that "AI" goodiness that's the fad of the day ? This is where it's being deployed - to look for patterns of fraudsters and flag up the nectar accounts that match "suspicious" behaviour.

A few years ago I managed to fall foul of it. Got 3 loaves to be sliced, and scanned them before handing them over to be sliced. Had a random "check 10 items" scan check. and it turns out they out a different label on bread when they slice it. So when the scanned the sliced loaf it flagged up as unscanned.

Cue 3 months worth of being selected for a "random" check, everytime. Got to the point where I waited for the assistant before I scanned the terminal. Which then got a manager called over, as you aren't supposed to be able to guess when you are getting rescanned and 5 times in a row must have raised eyebrows. Ironically I probably had more interaction then than if I'd used a regular checkout ...

Clearly I've managed to clear my record, as I can't remember the last time I was selected for a scan.

One thing I did learn was that as you shop, the handset (or app) report back to the mothership in real time. (Which is why you can have the odd "failed to scan" message as you walk around the WiFi). This was when the handset I was using packed up, and - all fired up to complain about losing the convenience of self scanning - customer services got me to simply scan my nectar card with another handset that loaded my mid-shop basket. It was the same assistant who told me you don't need to use the scan and pack terminals, any checkout can process your handset.

JonahAndTheSnail · 15/03/2023 10:59

I never understand why people get so offended by being watched by a security guard, it's quite literally their job. They're trained to look out for certain things like customers with prams, people fiddling with bags, or people who are looking around a lot to see if anyone is watching them as often this can indicate a potential shoplifter. I get watched all the time as I'm really indecisive and keep going back to look at the same items over and over again before deciding what to buy.

Vegetablesupreme · 15/03/2023 10:59

OP, I would definitely be going back to sainsbury's and complain to the manager
You were in effect charged £18 more due to the rescan. I'd be fuming! Make a note of the offers which were not applied during the rescan and get your money back!

Emotionalsupportviper · 15/03/2023 11:01

L1ttledrummergirl · 15/03/2023 09:59

When dh and I first started using scan and go we were chatting and missed 2 bottles of 30p bleach. I felt awful but that was a mistake.

£18 is not a mistake.

Yep.

I once missed a 4-pack of yoghurt (scanned two, only one took) and didn't realise until I was checking my bill when I got home (automatic). I admit I didn't go back and pay the other £1.25, so technically I am Mrs Big. I did feel a wave of guilt the next time I went in, though, and half expect a klaxon to go off.

That is an accident. £18 seems a little strange for a "mistake".

HJ40 · 15/03/2023 11:02

Some posters need to RTFT.

Sainsbury's offer discounts only available if you use the handhelds in store. And it sounds like by being forced to a till, these discounts haven't been applied.

Go in and complain. It should be easy enough to remedy.

And as for the security guard, baby stuff is high value and nicked.., he's probably doing it to many and not just you. I've often felt like that when I've been with DC in the pushchair.

starfishmummy · 15/03/2023 11:02

Agapornis · 15/03/2023 10:26

I think people are misunderstanding - you only get the Nectar price discounts IF you use the Sainsbury's SmartScan app. So you were forced not to use the app because of the full rescan, correct? I'd contact their customer service.

I bloody hate that you can only get those discounts if you use the app. Half the time there's no signal in the shop to scan the shitty QR code (that will be hidden in a random corner) to begin your shop. Urgh.

The offers work if you use their scanner devices too, or at least the ones I get as I never use my phone for scanning.

DreamingofGinoclock · 15/03/2023 11:06

I may be wrong but Nectar card offers only work if you use self scan ...there for offers are not applied if you go to staffed or self service tills ...so this could be a reason of it was a big shop

bizclasswindows · 15/03/2023 11:07

If they were trying to do a secret check on you, I think you should consider yourself lucky that they jumped through such hoops and made such excuses for it. I'm from another demographic and I've had my trolley checked, but far more rudely!

Peachy2005 · 15/03/2023 11:09

This reminds me of an incident in the very early days of Covid: I was shopping for our family of 4, my elderly neighbour and also some stuff for another family of 4 who were isolating after being very lucky to get back from a holiday. For some reason, instead of doing 2 or 3 separate shops I did the handheld scanner into 1 trolley and it was a struggle to fit it all in (or push the damn thing). When they did a sample check of a few items, the eggs weren’t scanned and the whole trolley had to be rescanned. I was so embarrassed, it took forever, we had to get another trolley to move everything into, everything I had carefully placed into the first trolley just got lobbed in and squished. Poor Tony: I apologised so many times, it was all way more close quarters than anyone wanted to be at that point. He told me people often forget to scan the eggs and other things in the furthest away aisle because they’re distracted checking no eggs are broken or focused on thinking about getting out of there when they get to the last aisle…so that’s usually what they spot-check. He was very nice and walked me out to the car but I have never used the handheld scanners since!!

whynotwhatknot · 15/03/2023 11:10

i sould go back in a nd get the refund they made you miss out on

if theyre going to make people do a full re scan at least apply the discount

Crimeismymiddlename · 15/03/2023 11:11

If you noticed the security guard in the baby food and meat isles it’s probably because they are one of the most stolen areas.
You might also be putting stuff on the pram or something else that indicates shoplifting. It’s not personal.

starfishmummy · 15/03/2023 11:13

Jmaho · 15/03/2023 10:34

I shop at Tesco and use self scan everytime
Often don't get checked but sometimes do and they often have to scan several items
One employee did tell me a check is more likely if you remove items from your scanner

That's interesting because I'm always removing items at sainsburys and have rarely been re-scanned and even then they've only had to pick 3 or 4 items off the top of my bag. (Watch me get a full scan next time, lol).

The items I remove tend to be things where the pricing is not clear, so I scan to see how much and remove it if I think it is too expensive.

teraculum29 · 15/03/2023 11:13

Some of the offeres are only avaiable for scan and go (or whatever it's called) so when they made Op go through the normal checkout the offers weren't applied.

I would go back and complain.

or even contact with main customer service.

REP22 · 15/03/2023 11:14

I remember a League of Gentlemen sketch, where a store detective advises trainees to target people with prams and wheelchairs...

StrawberryAnnie · 15/03/2023 11:17

You were overcharged by £18, as your nectar offers didn’t go through when the shopping was rescanned.

It’s their mistake not yours, so don’t feel embarrassed. Take your receipt to customer services.

McT123 · 15/03/2023 11:19

I consider that the supermarket should pay me for my time as a checkout operator so I don't scan something small every time- I'll put three oranges in my bag and only scan two for example. Never anything more than 50p so probably still below minimum wage but still feel like I'm sticking it to the man!

Emotionalsupportviper · 15/03/2023 11:19

Jmaho · 15/03/2023 10:34

I shop at Tesco and use self scan everytime
Often don't get checked but sometimes do and they often have to scan several items
One employee did tell me a check is more likely if you remove items from your scanner

One employee did tell me a check is more likely if you remove items from your scanner

DH and I have noticed this. For instance I occasionally buy Border Biscuits chocolate covered ginger biscuits. They do three flavours milk, plain and orange flavoured chocolate. One week as I put the final flavour in I noticed it came up at something like 65p vs £2+ for the other flavours - so I put the others back and got extra of the cheap one. We were not only scanned, but they scanned every one of te border biscuits (usually just a random sample) obviously to make sure that we hadn't scanned cheap and bagged dear.

Understandable, I suppose.

SerendipityJane · 15/03/2023 11:19

McT123 · 15/03/2023 11:19

I consider that the supermarket should pay me for my time as a checkout operator so I don't scan something small every time- I'll put three oranges in my bag and only scan two for example. Never anything more than 50p so probably still below minimum wage but still feel like I'm sticking it to the man!

You mean the lower prices aren't enough ?