Getting Something for Nothing

@boiboing (12526)
Northampton, England
November 7, 2015 4:38pm CST
I'm a firm believer that if something's not right, you should let someone know. If you buy something and it's not what you expected or what you paid for, you're doing a favour to the seller if you let them know. So I give feedback whenever that happens. I wrote recently about my home delivery of cat food, noodles and stock cubes. Thanks to everybody who commented on it. Today I had a look at the invoice that came with all the food and realised that something wasn't quite right. The retailer, Tesco, had done some so-called substitutions. They had swapped 4 big boxes of cat food for 12 smaller ones. But when I stopped to think about it, I realised they'd got the maths wrong. 4 boxes of 40 sachets is 160 sachets. 12 boxes of 12 sachets is just 144. My poor starving kitties were short 16 sachets. Further down the invoice I noticed that for some strange reason they'd knocked a further £6 off the bill which seemed to be something to do with the 12 packs but it wasn't clear what and it actually made them slightly cheaper than they should have been. So I decided to call the customer services line and tell them I was short 16 sachets. I didn't moan, I didn't grumble, I just spelt out the maths and the operator instantly offered to knock £9 (the cost of a 40 pack) off the bill in compensation. I didn't even ask. I wasn't even looking for any kind of monetary pay back. I just wanted to draw their attention to the numbers. Admittedly I might have said something like "How am I going to explain this to my three little kitties when those final 16 sachets are missing?" She laughed and processed the repayment and said she'd raise the issue that substitutions needed to be for the same number of items and they'd take more care next time.
Yesterday evening the delivery van brought my online grocery shopping order. It contained about £90 worth of cat food, 6 boxes of vegetarian stock cubes and 6...
17 people like this
14 responses
@sharon6345 (105490)
• United States
7 Nov 15
I guess it worked out for you. Which must have been the goal your looking for.
3 people like this
@boiboing (12526)
• Northampton, England
8 Nov 15
Actually, I really didn't expect money off. I just wanted to make a point and give some feedback so that other people who aren't so mathematically picky wouldn't miss out. I don't think they had over charged me, but when the customer service lady jumped in and offered, I thought it would be rude to say no!
1 person likes this
@celticeagle (113958)
• Boise, Idaho
8 Nov 15
Glad to hear that you had a good experience. I wasn't that lucky recently. Did you get it all straightened out? Kitties are happy then?
2 people like this
@boiboing (12526)
• Northampton, England
8 Nov 15
Fortunately the kitties can't count so it's only their mum who spotted the maths. And I'm happy because they effectively gave me 40 free sachets.
3 people like this
@celticeagle (113958)
• Boise, Idaho
8 Nov 15
@boiboing ...Luckily for the grocery people. Free is always nice and it was their mistake.
@BelleStarr (30943)
• Portland, Connecticut
7 Nov 15
Well that seems like good customer service to me even if the kitties come up a bit short. I do like Tesco.
2 people like this
@boiboing (12526)
• Northampton, England
8 Nov 15
To be honest, I'm not a fan. They have far too much power over the UK retail landscape. But I buy my kitty food on price and nothing more. Service was impressive though.
2 people like this
@BelleStarr (30943)
• Portland, Connecticut
10 Nov 15
@boiboing Well most of the time when I am in the UK the stores I use as Tesco, Sainsbury or Asda but I think Tesco has lots of choices. I did once shop at a Morrisons.
@katsmeow1213 (28804)
• United States
8 Nov 15
I certainly would have been upset that I'd paid for an item I didn't receive. I'm glad you got it all figured out.
2 people like this
• United States
8 Nov 15
How do you add the box at the bottom with the other post in it? Please share.
1 person likes this
@pgntwo (21325)
• Derry, Northern Ireland
8 Nov 15
Simply paste the URL, as it appears at the top of your web browser, for that myLot page into your comment or response. It only works for the first URL in your response/comment. Feel free to experiment on one of my discussions if you like, the comment can always be deleted if it does not work.
2 people like this
• United States
8 Nov 15
@pgntwo Thanks. I put a YouTube URL in my last post. That seemed to work for me,
1 person likes this
@ria1606roy (2644)
• Kolkata, India
8 Nov 15
That seems okay.....it's good you dealt with the situation in a calm systematic manner, and they are bound to notice that way.
1 person likes this
@boiboing (12526)
• Northampton, England
8 Nov 15
I wouldn't have a fight over a few sachets of cat food. But I'm glad I called them.
2 people like this
• Kolkata, India
8 Nov 15
@boiboing Yeah right, getting into a fight would not lead to any good. It would only ruin the seller-customer relation. But in this way, they will treat the problem as they are supposed to.
2 people like this
@CRanney (451)
• Wingham, Ontario
8 Nov 15
Whew I thought this was a trick question at first! I have always been terrible at math..but I was relieved to read the problem was sorted out . Love your humor. I get it and it makes the world a better place!
1 person likes this
@boiboing (12526)
• Northampton, England
8 Nov 15
This is one of those times when I can look a bit smug at all the people who claim there was no point learning their 'times tables'.
@marlina (60412)
• Canada
8 Nov 15
Glad that you spoke out. I did too with my cable/phone/internet company and got a reduction of $38.00 per month. Not bad for a simple phone call.
1 person likes this
@boiboing (12526)
• Northampton, England
8 Nov 15
My mother always taught me that if you don't ask, you don't get @marlina
1 person likes this
• Greece
8 Nov 15
Good for Tesco for sorting things out in such a pleasant way. 16 sachets provide five days food for three cats I would guess, or an extra visit to buy more.
1 person likes this
@boiboing (12526)
• Northampton, England
8 Nov 15
If big lad doesn't come home, the little ones would probably go four days on 16 sachets. If Baloo comes home, it would be gone much more quickly.
1 person likes this
@jaboUK (49979)
• United Kingdom
8 Nov 15
Well that was certainly worth a phone call. Did you find out what the £6 off was for?
1 person likes this
@boiboing (12526)
• Northampton, England
8 Nov 15
I don't know but it brought the 12 packs down to a better per unit price than the 40 packs - that's why I didn't ring to accuse them of charging me too much. However, when the operator offered the refund, I didn't say no.
2 people like this
@amnabas (9815)
• Karachi, Pakistan
8 Nov 15
Its good customer service that they accepted their mistake and repayed.
1 person likes this
@boiboing (12526)
• Northampton, England
8 Nov 15
Yes, it certainly is.
1 person likes this
@pgntwo (21325)
• Derry, Northern Ireland
8 Nov 15
Not so much "short changed" as "short producted" Good for all that you took the time to bring it to the attention of the store's Customer Services section.
1 person likes this
@sueznewz2 (9329)
• Alicante, Spain
8 Nov 15
I think we should check our receipts more often.... I'm glad you got a bit off the bill.... but that you managed to get your point across about substituting too....
@boiboing (12526)
• Northampton, England
8 Nov 15
I don't tend to but at first I suspected they might have given me too many as the big packs are 40 but USED to be 48 so they might have done 4@12 without realising.
1 person likes this
• United States
8 Nov 15
My son in law works in customer service for a very big "well known" company (I can't say which one here) but he says that most companies are willing to compensate people for almost anything. The company he works for is always sending coupons to dissatisfied or even satisfied customers. They like having feedback on their products. Nice that you were compensated and it proves you don't have to yell and scream in order to get your point across