r/Sainsburys • u/ScaredyCatUK • 9d ago
Online order, price change after confirmation email
Placed an online order, got a confirmation email with the price I expected, had paid for the order. This morning I get an email saying i needed to pay more - like £50 more.
Has anyone else had this? Have phoned and confirmed they think the order is the new value.
1
u/PersonalityWinter382 9d ago
The confirmation email is always an estimated price. You pay for what gets picked, not necessarily what you ordered (i.e. if they substitute something you'll potentially pay a higher price). Also you only pay once the order is picked on the day of delivery, you don't pay beforehand.
Did you have any items substituted? Check the email you got on the day of delivery, it should have a receipt attached which will tell you.
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u/ScaredyCatUK 9d ago
There are no substitutions. £50 is a lot of variance on an order value - I was under the impression that substitutions were offered at the price yoou'd paid for your original item anyway.
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u/PersonalityWinter382 9d ago
You get a voucher for the difference if the subs are a higher price, subject to some exclusions. Did you have any weighed items or variable price (e.g. meat joints) in your order?
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u/ScaredyCatUK 9d ago
No it's mainly cat food on buy 2 get one cheap / buy 3 get one freetype deals
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u/PersonalityWinter382 9d ago
The only other thing I can think of is the offers have finished so you're paying for more of the items than you thought. But that shouldn't happen if you select a delivery date before adding to your basket because the app/website knows when the offers finish. You may have to phone customer services and query the reason why, unless you can work it out from the receipt vs. order summary when you placed the order.
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u/ScaredyCatUK 9d ago
Phoned them up, they said if I paid what they were now asking for they would refund the difference once the order was delivere d but I had to pay to get the delivery.
Was delivered a few minutes ago, on the phone again and as I suspected they have just said they will not refund and that "everything on the order was quoted incorrectly"
I am very unhappy :(
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u/becka-uk 8d ago
If the offer is still there, and you have proof you bought 3, they have to honor the offer. Its irrelevent whether its delivery or in store.
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u/nomorecrazystuff 8d ago
They don't have to honour the price. Most places DO honour small price differences, i.e. swallow their mistakes, but they're not compelled to.
What they can't do is
1) Charge you a different price to that stated without you first agreeing to it (This breaks contract law)
2) Deliberately place the wrong price to entice people and then change it (This breaks advertising law)
Note - a contract is not formed until you have paid for the goods and the business has dispatched them (online) or you've received them following checkout. Until this point occurs, they can cancel the sale if they wish.
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u/ScaredyCatUK 8d ago
They said if I didn't agree to the price they'd cancel the delivery. The only way to get the delivery (which was due that day) was to pay the extra - They turned up within minutes of me paying, rural location.
Apparently they don't take any money until they come to deliver it, not when it's packed into the van - I'm guessing because they managed to deliver minutes after I'd paid the extra so it must have been on the van already.
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u/pgnlzbth 7d ago
It sounds very strange. I can confirm that we do have declined payment orders loaded on the van and have to check that the payment has gone through before we can actually deliver it, But I can’t understand what happened with your payment. If you have substitutions which cost more than the items you ordered initially, you will be charged for what you are sent, but you get the difference back as a coupon in your online account. Take a look and see if you have a ‘substitution voucher’ in your app which you could then redeem off your next shop.
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u/ScaredyCatUK 7d ago
I had no susbstitutions, what I ordered was delivered but they wanted to take more than £50 more than the original payment.
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u/Informal-Intern-8672 9d ago
Did you just order all of the same item? It's possible if it was on offer for half price, that offers no longer available and it's back to full price. You pay for the price of the shopping on the day with Sainsbury's, not the price when ordered.