Sainsbury’s stole £100 from me

[Seaside05]

On 23rd September my Sainsbury’s home delivery was cancelled when the delivery driver went to my old address despite me updating my address online beforehand. I called customer service multiple times and was told to ring back the next day because they couldn’t get hold of the store. I had to call several times the next day before someone told me I would not be charged as obviously my delivery was not delivered to me. However, I was charged that day - £101.73. I was really shocked and sad that they had charged me and had to call multiple times about getting a refund. Over two weeks later and I still haven’t received my refund - I’ve contacted the executive office, the refund team, and customer service over ten times now. The refund has supposedly been processed incorrectly twice. I am desperate for my money back. Has anyone else been charged incorrectly and how did you get your money back? I can’t afford another big food shop until I’m refunded.

Try complaining on their public Facebook page? Sometimes the bad publicity makes them take notice...

2 weeks?! That's unacceptable. 3-5 days max.
Agree to go on their Facebook page or Twitter.

I was charged by Sainsbury's for a delivery that didn't turn up as the van broke down. I only got a refund after complaining publicly on their Twitter page...

It just sounds like an admin error frankly? They haven’t “stolen” your money, they have agreed to refund you and tried to process it but there was an error.

It will get sorted in time & they’ll most likely give you a gift card for the inconvenience. But if you’re really desperate for a food shop and don’t mind buying from Sainsbury’s, perhaps ask them to refund it on a gift card as I assume that can be processed immediately?

I'm not sure that's what stealing is. This sounds like an error. Have you tried contacting them on twitter?

I just posted it on Facebook and immediately got attacked by some elderly Sainsbury’s supporters... I was called a barbie and a prostitute! Had to delete it because of the abuse

Anyway I’ve contacted everyone at Sainsbury’s it’s absolutely hopeless
I was offered a £30 voucher, which isn’t enough when they took £100 from my account

Aye, those elderly Sainsbo fans are vicious.

Just quite odd that they are sitting on Facebook ready to defend Sainsbury’s to the death

I had an issue with sainsburys credit card who wiped off a £96 credit balance I had with them and the charged me fees I didn’t own. It took loads of messages and calls to sort it out and I ended up tweeting them but I got there in the end. No apology though and I wouldnt have minded a £30 voucher (but on top of, not instead of, refunding the money that was rightfully mine!).

Persevere. Why should some massive corporation keep your money?

What on earth! As if Sainsbury’s has fans like that

I would take the voucher, it would come in handy especially around Xmas.

Letter before action must surely be the way to go now, whether you truly wish to pursue through small claims or not it should raise their attention.

@Seaside05

I just posted it on Facebook and immediately got attacked by some elderly Sainsbury’s supporters... I was called a barbie and a prostitute! Had to delete it because of the abuse

You posted about not getting a refund and randomers called you a prostitute?

That doesn't add up, have you missed some part of the story out, I know there are some crazies on Facebook but I'm finding it very hard to work out how one thing would lead to the other.

Umm, I would really like to see some screenshots of those Facebook posts.

@PleasantVille @ColonSemiColon I think I found the post OP is referring to on Sainsbury’s Facebook (sorry for searching Op)...people are being quite nasty

[quote Frappuccinofan]**@PleasantVille* @ColonSemiColon* I think I found the post OP is referring to on Sainsbury’s Facebook (sorry for searching Op)...people are being quite nasty[/quote]
The OP says she deleted her post but I am intrigued by what kind of followers they must have if there's another post where someone is called a prostitute, I will have a look

@PleasantVille I think OP may have reposted it and the same people commented again calling her “barbie” and asking about her “clients” (ie referring to the previous prostitution comment). Nasty.

OP, you should send screenshots to that man’s employer

Why are any of you messing with Twitter and facebook. Always have a standard LBA (letter before action) ready and send it addressed to the CEO by Royal Mail tracked.

Ask politely, firmly and accurately what you want , when you want it by and add your out of pocket expenses.

End of, sit back and await a result.

How much notice did you give of your change of address. At the time of ordering was it old or new address?

Sorry why haven’t you contacted your bank and got the money back that way your covered under section 75

Saying the money is "stolen" is a bit of an exageration. Yes it is annoying, yes the refund is taking too long, yes that is unacceptable, but NO, they haven't stolen anything from you, they've been slow and unprofessional in issuing you a refund you are due. More patience is required.

Refunds can take up to 7 working days to show up in your account. I’m guessing you have received your refund by now.

If you're still waiting, call your bank's card disputes team (or you may be able to do this via their website) and ask them to raise a chargeback for 'goods not received'.