Primark ripping me off!

[ApplePlumPie]

Hi everyone,

I’m posting this here because I’m really annoyed at Primark and they will not admit they are at fault, and I need you lot to confirm I’m not going mad !

16th October I popped into Primark and bought 4 children’s pyjama sets, 1 pack of girls underpants, and 1 pack of boys underpants. The boys underpants had a red reduced sticker down from £4.50 to £1, when the lady scanned it i noticed it went through at £4.50, when I pointed that out she told me that “sometimes people put stickers on themselves” I replied “well I didn’t, there were lots of them, shall
I go and get another pack ?” She said I will
get a supervisor, called a chap over said I will void it and put it through at a pound. I paid. And left. And I was a bit annoyed at being accused of putting sale stickers on stuff, when she could easily have checked without the need to say that !

Anyway I got home and unpacked and as I totted up what I had bought I realised I had been overcharged- the £4.50

Now I know I should have been on the ball at the time and spoken to them before I left the shop but I didn’t, so I did the next best thing - got on Twitter, they contacted me and asked for my email and a chap emailed me, I replied explaining situation and attached a copy of receipt.

Waited over 10 days for a reply and today they’ve apologised for the behaviour of the staff but have said they won’t refund me the £4.50 as the item had been voided - and it has a void line in the receipt but the amount hasn’t been removed from the total.

Can you lot please look at my receipt and confirm I’m not going mad?

You will see 4 x £10 (pyjama sets)
1 x £3.50 (girls underpants)
1 x £4.50 (boys underpants original price)
A line where it says void and repeats the item code and info
1 x £1 (this was the sale price of the underpants)

But the £4.50 isn’t actually removed from the total so I end up paying £49,

Which is 4X £10
1 x £4.50
1x £3.40
1 x £1

I should have paid £44.50
4 x £10
1 x £3.50
1 x £1

I’m not cracking up am I? It should have cost £44.50 and not £49 ??

Ahh now I see, they have voided off one lot off but it has not been voided.

So,you didn't need actually purchase a 4.50 item, so it should have been, yep too right keep mithering them. Purely out of principle I feel like tweeting on your behalf, just to highlight their incompetence.

Yeah I think you are right about going back to the store. I’ve been avoiding as my kids are on half term but when they are back I will pop in.

Thanks everyone

I know it sounds daft because it’s only £4.50 but actually it is the principal of it. I haven’t worked this year so need to be careful with money and it’s really unfair for big businesses to rip people off like this.

Am I the only one that thinks OP is in the right lol? My maths is rusty since my a level but here’s my thought process:

The unproblematic items add up to £43.50.

The problematic item is listed 3 times: 4523612 £4.50 (x2) and DEPARTMENT SALE £1. OP only bought 1 unit of this item, so she should have only been charged £1.

Therefore the total should be £44.50

They scanned the 4523612 £4.50 twice but only voided one of the transactions?

I am happy to be corrected though.

Yes scanned twice voided once pls the £1 so you paid £5.50 for the pants.

@ApplePlumPie did you explain on Twitter that it had been scanned twice though, as your op was confusing as it implies the item wasn’t voided at all.

@throwaway100000 no you're not the only one various people have said op is right.

You've been charged twice for the pants op but just voided once.

Will tweet them again .. and update you all if I get anywhere !

I have highlighted the relevant transactions. Send it to them and say that they charged you multiple times for the same item.

Good luck op! They refused to refund some boxers I bought a few years ago now despite them clearly all being different sizes. There was a clear inch difference between the smallest and biggest pair. Apparently i could have put "1 pair from 3 packs together" despite the labels saying otherwise

Ah thanks for that throwaway

TheFormerPorpentina it’s really bad customer service isn’t it!

I guess you get what you pay for, or something. I'm still not sure what they think I would have gained from putting 3 pairs of different sized boxers into a pack, buying them and then returning them because they were 3 different sizes

Indeed! whatever happened to “the customer is king ?” Which was the golden rule when I worked in retail a fair few years ago now !

Maths aside your title is about Primark ripping you off. It's unlikely this was anything more than a mistake. I don't think they train their staff or supervisors to char for things people are not buying.

Yes mistakes do happen, but it’s more the fact that a customer service rep has been emailing me and still has failed to grasp that I have been overcharged that’s annoyed me, so yes until they refund me what I’ve been overcharged then I do see it as them ripping me off.

(Didn’t mean that to sound so snippy sorry !)

As others have said, they have voided the item, then scanned it again as well as putting through a seperate £1 transaction. The difficulty will be proving that you only bought one pack, as the receipt looks like you bought 2 packs, one at £4.50 and the other was the £1 sale.

I'm still annoyed that Primark wouldn't agree to exchange a brand new pair of PJs for the exact same pair of PJs in the next size up because I didn't have a receipt (Christmas gift) but I got told that I was definitely unreasonable as for all they knew I could have just picked them up off the shelf and asked for an exchange 😑

They voided the item the first time and then scanned it again to offer you it at sale price but whoever put it through should of reduced that item down to £1 but it looks like they added a new sale of £1, also the comment should not say 'saleeeeee' it's supposed to say something like 'wrongly priced' or something that explains the reason for the deduction.

People do put sale stickers onto things a lot at Primark, it wasn't a comment about you doing it, it was an explanation as to why it's not scanning at the sale sticker price, some people seem to think that items have to be sold at whatever sticker price they have when actually it's whatever price they scan through at the tills. (For instance you bring a £40 coat to the tills and it scans for £4 due to an error inputting the price onto the system, then we have to honour that price)

I just had a thought, the till operative could of scanned the pants twice by mistake. So when the supervisor voided the first pair and then added the £1 saleeee, mention to the customer service that the kimball's (the numbers to the left of every item on the recipient, it's how we track items in Primark) are the same for both transactions and why would you get one reduced but not the other? Even though you only bought one obviously.

@NekoShiro

They voided the item the first time and then scanned it again to offer you it at sale price but whoever put it through should of reduced that item down to £1 but it looks like they added a new sale of £1, also the comment should not say 'saleeeeee' it's supposed to say something like 'wrongly priced' or something that explains the reason for the deduction.

People do put sale stickers onto things a lot at Primark, it wasn't a comment about you doing it, it was an explanation as to why it's not scanning at the sale sticker price, some people seem to think that items have to be sold at whatever sticker price they have when actually it's whatever price they scan through at the tills. (For instance you bring a £40 coat to the tills and it scans for £4 due to an error inputting the price onto the system, then we have to honour that price)

Note that if an erroneous price comes up on the till shops are not obliged to sell. It may be company policy to honour a lower price but under legislation the contract to sell takes place at the till on payment:

Marked prices are an invitation
The till may scan a different price
The retailer offers to sell at a price (usually what comes up on the till, but not bound to that)
The customer accepts the offer by paying

The contract is based on the offer and acceptance
Both retailer and customer could make counter offers

With online sales full offer and acceptance may not be established during the transaction, a retailer can reject and refund before actioning the sale.
That happened a few years ago with incorrect pricing with a major online retailer. Once the error was discovered they honored the initial sales that had gone through the warehouse and refunded all those that had not been despatched

The difficulty will be proving that you only bought one pack, as the receipt looks like you bought 2 packs, one at £4.50 and the other was the £1 sale.

I used to work in retail, there’s descriptors on the receipt that will show staff that both the £4.50 items are the same item and therefore if 2 units were bought, both should have been discounted to £1. I don’t think this will cause OP an error. Also worst case scenario they can check cctv as the transaction was fairly recent.

Hi everyone thanks for your advice,

I’ve had an email apologising for the error and the offer of £10 gift card, as that is more than £4.50 they’ve overcharged me I’m happy to accept it.

I may ask MNHQ to delete as it’s been resolved.

Thanks for all your help