I am writing to complain about Sainsbury’s “evouchers”. I had placed an online order, and several replacement products were sent, so I received an evoucher for the difference (an evoucher is a 12-digit code which can be entered on the website to receive a discount for an online order. You click “add voucher” at the checkout and this is deducted from the total of your order). A few days later I tried to use the code, but what I ordered kept coming up as “not on promotion”.
Given the problems, I asked if the evoucher could be converted to Nectar points. My request was rejected. I have been a loyal customer for decades and for such a small amount of refund Sainsbury’s has lost my custom. WC, London
As always the devil is in the detail – or, rather, the terms and conditions, which state that evouchers are not transferable. Sainsbury’s tells us that on 2 March WC asked where she could find her online voucher wallet. “As she no longer wished to shop online we agreed to convert her evouchers into Nectar points. Although our terms and conditions say an evoucher is non-transferable we chose to make an exception.
“Then on 24 May WC ordered wine during our ‘25% off wine’ event. On the day it was picked up by the store, some of the wine was no longer available and, as she opted to allow substitutions, the store sent a higher-priced wine, which WC accepted. We made up the price difference using an evoucher of £5.18.
“On receipt of the evoucher she tried to place another order but the 25%-off promotion had ended. We have spoken to WC again and gave her 315 Nectar points (that’s the £10 goodwill and £5 she was owed).”
We think Sainsbury’s has been generous beyond the call of duty. But it has kept a loyal customer on board …
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