Shop assistant scanned same item twice.

[twilightermummy]

Hi,

Does anybody have any experience of this? I bought some clothes in Sports Direct today. The total amount came up to more than I was expecting and I wondered if my son had mixed up the 2 for £35 offer. Anyway, I've gotten home and realised that the assistant scanned a £30 jacket twice.

I'm a bit worried as I remember before going to return something to their stores and they said they don't offer an exchange or money back unless there's something wrong with the item! I've heard other stories about them as well.

I don't know how to prove that I didn't buy two. I could ask them to check CCTV but would they? I'm gutted.

Email their customer service team and explain the situation. I wouldn’t go back to the store without speaking to HQ first. They’ll be able to investigate and let you know the return procedure. Hope it gets sorted x

Thank you. That's a good idea as I can do that now and it will make me feel like I'm acting upon it! I hate stuff like this x

If the price seems to high then in the future check the receipt before you leave

This happened to me in a different shop. I challenged it just after I left the till and got the money back. The assistant said the label had dropped off the first item and it had accidentally gone across the scanner again when they were scanning a cheaper item. I am not convinced it wasn't some sort of scam and that if I hadn't noticed then the assistant would have refunded the money to themselves later on.

Yes, exactly, I don't see how this is difficult to do.

Best thing to do is contact the store directly by phone if possible and speak to the manager. They can then check CCTV if the transaction is clear enough and then they can sort it for you, you will most likely have to go into store for this.
I say call first as hunting through CCTV takes time and only certain people can view it. Plus they probably want to check stock movements as well.
It's one of those things usually, especially if there's a queue.and a pile of clothes to scan de-tag and pack as well as promote this and that at the till!
Plus they need to check you're not trying it on too, that happens regularly too! ( Not saying you're a wrong un but there's all sorts of people out there trying to scam shops out of goods/profits one way or another)

That's what concerns me - that they'll think I bought two and I'm making it up to scam them! It did cross my mind that this may be a scam in general but it's more likely that the shop assistant was tired and didn't realise.

For those saying I should have queried it at the time, I thought it was my fault for not checking the deal correctly as they don't let you mix and match across items in some cases. This is certainly a lesson learned though.

I'll call up so that they can check stock and CCTV and then I'll go in. I can't find an email address unfortunately. Argh, I want this sorting out asap!

It should be really obvious on the CCTV, but I think they'll just accept it happened as you say.

I once had something similar where a bottle of milk was scanned, put down on the scale, and added to the weight of the two bananas I was buying. Got home thought the receipt looked like I'd had a lot of bananas, then panicked they might just think I'd eaten the rest if I went back, but nobody assumed I was that devious.

If I think a deal should have gone through anywhere then I ask. The assistant will check for you and either point out what should be in the deal or put it through if there's a problem as sometimes the tills haven't been updated or a deal has ended and they've just forgotten to take a sign down (usually they'll honour it for you and get the sign taken down at the same time)

This happened to me in dunelm mill, got home and looked at receipt realised they’d scanned a set of curtains twice. We went back the next day with the receipt and they got someone to check the cctv and refunded us there and then, was very straightforward

Unfortunately OP, I think you will find that Sports Direct is about the worst possible shop that you could have done this in. They're very difficult to get a refund from under normal circumstances as you've obviously experienced before, so I really doubt that they'll be very co-operative in this instance. However, if this is the case, then I would try a strongly worded letter to the CEO, Mike Ashley - Here's his email address:

[email protected]

Good luck!

Usually refunds can only be done onto the same card, and there will be cctv on the tills.

They should be able to check stock records and see fom those that you didn't buy two items.

Just like they can look up stocks in other stores if they run out of a particular size you are asking for.

I'd just tell them, they'll know because they'll have am extra item in stock and it won't reconcile (hopefully!), but definitely pays to check in future

The happened to me in Boots. Their customer services team said I needed to go back in store with my receipt. I did that and asked them to look at the cctv as I’d been charged twice (item value was £10). They sent a manager to deal with it. They couldn’t see on their CCTV but refunded me anyway.

I'm not sure what sports direct will do however…

It’s not that you can’t refund to another card - you can. Businesses don’t because it could up the system and can look like laundering

Always! You can usually do a rough calculation in your head before you get to the till, then check your receipt!

why wouldn’t you?

Surely go into store first before going all blazing emailing the CEO? It might be easier to sort than you think.

Sports Direct are the worst. They overcharged me which I spotted on the receipt before even leaving the till. When I told them,they said they could only give me a credit note. I told every single person at the till what had happened (Saturday afternoon, so quite busy) until they called 2 other members of staff to talk to me and finally gave me a refund.

Obviously I don't shop there anymore.

They could do a manual refund using a reprinted receipt, but that would flag management to check it so very unlikely people would take the risk.

Stock levels are usually all over the place due to thefts and incorrect delivery numbers in most stores

This is what I'm worried about - that it's Sports Direct! They're notoriously difficult.
I'm going in later so I'll let you know how I get on. I'll never ever be making this mistake again.

I was thinking after I'd left that it's getting more expensive to clothe the kids nowadays. When they were really young it was constant but now I stretch it for as long as I can and keep seasonal clothes. It's taken the shine off a nice day. I was having a bit of a treat day with my teen with shopping and a meal out. Anyway, fingers crossed 🤞

It's all over and what a relief! The manager checked the CCTV and refunded me five minutes later!
I thought trawling the CCTV would be a longer job. The store assistant wasn't sure they would be able to do it but the manager was straight on it.
Thanks all for the advice. I was really stressed about it. I'll forever be checking my receipts now!

Wow! That's BRILLIANT news OP! I'm really pleased for you, as they definitely have the worst customer service that I've come across lately.

Woohoo! Glad it’s all sorted x