One shopper was left bemused when the supermarket gave him the run-around over a £50 order and put the cash into an account it had just blocked – all with no explanation
Image: Dinendra Haria/SOPA Images/Getty Images)
A Sainsbury’s customer has been left baffled after the supermarket cancelled his order, blocked his account then refunded him to an account he could not access.
In June Lee Sanders, 52, bought some shopping for around £50 from Sainsbury’s online as a click and collect order, using a gift card and credit card.
But when he went into the Battery Park branch of Sainsbury’s in Birmingham to pick it up he found that the order had been cancelled.
Not only this, but the supermarket barred his account. They then refunded the order – but put the money back in the barred account he was locked out of.
“They then barred my account for no reason, and have credited the gift card balance of £50 back to the account I cant access,” Sanders said.
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“They have given no reason for termination of my account and I cannot still access the money they owe me. I have complained and contacted their customer service, but I am still waiting.”
Because he couldn’t get into his account he had no idea of what his customer number was, to speed up the process.
After The Mirror intervened, Sainsbury’s unblocked his account.
A Sainsbury’s spokesperson said, “Mr Sander’s account was suspended due to processes we have in place to protect our customers from fraud. We’re sorry for the inconvenience this may have caused and his account is now active.”
Sanders said he won’t be using Sainsbury’s again.
Last month the supermarket also provoked shoppers when it cancelled its Nectar Double Up promotion .
Double Up does exactly as the name suggests. It allows customers to exchange Nectar points for vouchers that are worth twice their face value.
The vouchers can be used to spend in Sainsbury’s stores but only on certain products such as clothing, homeware and electricals.
The Double Up promotion took place in October and November in 2020, but Sainsbury’s has confirmed the event has been scrapped this year.
Because the promotion takes place just before the festive period, many Sainsbury’s shoppers relied on it for a little extra help with their Christmas food shop.
The supermarket says the next step in its loyalty scheme will be ‘My Nectar Prices’ – discounts of up to 30% when using the Nectar smartphone app.
One Sainsbury’s shopper, Phil Brown, 61, said the move by the supermarket made him and his family feel cheated and that substitute scheme My Nectar Prices does not compare.
“Sainsbury’s should have launched their new My Nectar Prices after the Double Up event,” he said. “Our family considered Nectar points as a savings scheme, relying on the Double Up event to help with Christmas each year.
“Typical that when we have amassed a massive £220 in points this year, they decide to stop the scheme.
“This appears to be a cost cutting exercise by Sainsbury’s. If they will no longer carry out the double up scheme, collecting Nectar points is irrelevant and has no point and is dead to us.”
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