Sainsburys
- Thread starter Anewbe4u
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Associate
- Joined
- 24 Nov 2002
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- 1,655
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- Abertawe, Cymru.
blitz2163 said:Fixedbut in all seriousness id be having some very harsh words with whoever was stupid enough to give that info out
I don't want it as I never tried it hence the you
I moaned at them, this is what I got back....
Dear Mr XXXXXXXXXX
Thank you for your email. We do understand your disappointment. In fact, we share it keenly. It was not our intention to let you down and I would like to explain the background to this situation and why we have taken the decisions that we have.
In recent weeks, we have sent individual vouchers through the post to many of our regular customers who are registered with our Nectar loyalty programme. These vouchers offer money off at Sainsbury's, subject to the individual customer spending a specified amount. The terms and conditions on the reverse of each voucher state that it cannot be used with any other offer and that it is not transferable.
A number of websites and emails then, without our knowledge or consent, published some of the 12 digit codes on these vouchers, despite the fact that they were for the use of named individuals. They also omitted to publish the terms and conditions and in some cases actively encouraged people to contravene the terms and conditions by using more than one voucher.
Some customers who had read these sites or emails then ordered shopping from our website. This is an automated website, and therefore customers received an automated response leading them to believe that we would accept the multiple vouchers. We appreciate that this has caused confusion. We can confirm that we will not accept multiple vouchers presented in breach of their terms and conditions.
A small number of customers from whom we had already accepted payment were delivered their shopping at the reduced price. We felt it would be right to continue with the delivery once we had accepted payment. The law on this is quite clear and we can assure you that for all others, from whom we had not accepted payment, we were not legally obliged to go ahead with the order. Furthermore, we felt that it would be wrong to go ahead. Not only would it have legitimised the websites and email chains, but it would have been unfair to all of our customers who were buying products at the intended prices. In addition, at a time of very high demand, many of our delivery slots would have been taken up, leaving our regular customers without their weekly delivery.
We are aware that many people are innocent victims of this situation, genuinely thinking that this was a proper Sainsbury's offer, similar to the recent Thresher 40% off wine offer. I hope I have explained why this is a very different case. The Thresher offer was generated by the company itself, who allowed it to be circulated to family and friends. In contrast, our vouchers are specifically designed for the use of individual named customers, are not transferable and cannot be used in more than one transaction. The email and website messages publishing the voucher codes were not generated by us.
Because we appreciated that many people would be innocent victims, we decided on a goodwill gesture. We offered those who had placed an order, the chance to use a single voucher code even if it had been transferred via the internet, and to proceed with the order accordingly. Some chose to proceed under this arrangement. Understandably, others did not. If customers did not choose to proceed, we cancelled their order.
We do appreciate that this has been frustrating for you. We are sorry that you have been a victim of this situation and we are of course working very hard to ensure that this kind of internet activity cannot cause inconvenience to customers in the future. We have ensured that our conduct has been legally correct but also tried to do the right thing when faced with a difficult situation not of our own making.
Yours sincerely
Gwyn Burr
Customer Director
Dear Mr XXXXXXXXXX
Thank you for your email. We do understand your disappointment. In fact, we share it keenly. It was not our intention to let you down and I would like to explain the background to this situation and why we have taken the decisions that we have.
In recent weeks, we have sent individual vouchers through the post to many of our regular customers who are registered with our Nectar loyalty programme. These vouchers offer money off at Sainsbury's, subject to the individual customer spending a specified amount. The terms and conditions on the reverse of each voucher state that it cannot be used with any other offer and that it is not transferable.
A number of websites and emails then, without our knowledge or consent, published some of the 12 digit codes on these vouchers, despite the fact that they were for the use of named individuals. They also omitted to publish the terms and conditions and in some cases actively encouraged people to contravene the terms and conditions by using more than one voucher.
Some customers who had read these sites or emails then ordered shopping from our website. This is an automated website, and therefore customers received an automated response leading them to believe that we would accept the multiple vouchers. We appreciate that this has caused confusion. We can confirm that we will not accept multiple vouchers presented in breach of their terms and conditions.
A small number of customers from whom we had already accepted payment were delivered their shopping at the reduced price. We felt it would be right to continue with the delivery once we had accepted payment. The law on this is quite clear and we can assure you that for all others, from whom we had not accepted payment, we were not legally obliged to go ahead with the order. Furthermore, we felt that it would be wrong to go ahead. Not only would it have legitimised the websites and email chains, but it would have been unfair to all of our customers who were buying products at the intended prices. In addition, at a time of very high demand, many of our delivery slots would have been taken up, leaving our regular customers without their weekly delivery.
We are aware that many people are innocent victims of this situation, genuinely thinking that this was a proper Sainsbury's offer, similar to the recent Thresher 40% off wine offer. I hope I have explained why this is a very different case. The Thresher offer was generated by the company itself, who allowed it to be circulated to family and friends. In contrast, our vouchers are specifically designed for the use of individual named customers, are not transferable and cannot be used in more than one transaction. The email and website messages publishing the voucher codes were not generated by us.
Because we appreciated that many people would be innocent victims, we decided on a goodwill gesture. We offered those who had placed an order, the chance to use a single voucher code even if it had been transferred via the internet, and to proceed with the order accordingly. Some chose to proceed under this arrangement. Understandably, others did not. If customers did not choose to proceed, we cancelled their order.
We do appreciate that this has been frustrating for you. We are sorry that you have been a victim of this situation and we are of course working very hard to ensure that this kind of internet activity cannot cause inconvenience to customers in the future. We have ensured that our conduct has been legally correct but also tried to do the right thing when faced with a difficult situation not of our own making.
Yours sincerely
Gwyn Burr
Customer Director
Man of Honour
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- 11 Apr 2003
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Two posts above, in the Sainsburys response, it says they delivered to those from whom they accepted payment. That is not true in every case. They took £20 odd from me but didn't deliver. I don't mind though, especially as the amount they refunded of their own accord, without me contacting them at all throughout the whole affair, was £43 higher than the amount they took...do you think it's a coincidence the total voucher value was £43?
I consider the £43 over-payment to be sufficient compensation for the waste of my time spent on trying to take advantage of their generous offer, only for them to renege on it after I'd spent two hours preparing my orders. Ha!
I consider the £43 over-payment to be sufficient compensation for the waste of my time spent on trying to take advantage of their generous offer, only for them to renege on it after I'd spent two hours preparing my orders. Ha!
Last edited:
Man of Honour
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- 11 Apr 2003
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- Location
- London
Mr Joshua said:
Did they not refund you? As I said in my last post, they took money for one of my orders, then refunded it of their own accord a few days later.
No (it would be on my statement) they never rang me to cancel the order, I rang them when it didn't appear and I was given the option of cancelling or paying full price. I cancelled and thought that was the end of it, I'll see what they say tomorrow.Deadly Ferret said: