Sainsbury's Petrol Station Ban: Couple Blacklisted Over Computer Glitch
A Plymouth couple were left shocked and frustrated after being inexplicably barred from purchasing fuel at Sainsbury's petrol stations across two counties due to a computer system error that mistakenly identified them as fuel thieves.
Weeks of Refusal and Legal Threats
Heather and Brian Ahern, both in their seventies from Hartley, Plymouth, found themselves unable to buy petrol at Sainsbury's locations in Plymouth and Hampshire for several weeks. The retailer's automated system had incorrectly blacklisted their vehicle, alleging they had outstanding fuel payments.
The distressing situation escalated when the couple received letters from solicitors threatening bailiff action and police involvement. "We were distraught," Mrs Ahern recalled. "We even had a letter from a solicitor threatening legal action. We contacted the solicitor and were told the police had our details and we could be pulled over."
The Initial Incident and Subsequent Problems
The trouble began on November 5 last year when the Aherns visited a Sainsbury's filling station in Fareham, Hampshire. The payment system had crashed, requiring cash transactions only. Without sufficient cash, they were given a ticket and instructed to return within three days to settle the bill, which they did promptly the following day.
However, two weeks later when attempting to refuel at another Sainsbury's in Fareham, they were refused service. "The man said we hadn't paid for the fuel previously," Mrs Ahern explained. "We showed him the receipt and they said we'd be removed from their system."
The problem persisted when Mr Ahern returned to Plymouth and visited the Marsh Mills Sainsbury's, where he was again denied service with the same accusation of unpaid fuel.
Persistent Issues Despite Assurances
For weeks, the couple made numerous phone calls and sent emails to Sainsbury's management, including correspondence to the chief executive's office in London, detailing their distressing experience. Each time they were assured the matter would be resolved, only to face continued refusals at petrol stations.
"It went on and on," Mrs Ahern said. "We'd been twice to the filling station and not been stopped and then we were stopped again. That took the biscuit. This has stressed me out, it's terrible. It really upset me - we aren't thieves."
Compensation Problems
Following an investigation, Sainsbury's apologised and offered the couple £150 in vouchers as a goodwill gesture - £100 initially, followed by an additional £50. However, when Mrs Ahern attempted to use the £100 voucher at the Marsh Mills branch, she discovered it hadn't been activated.
"When I went to spend the £100 voucher it was not activated and I was told I couldn't use it," she stated. "I couldn't believe it. They said they will reimburse me £125. They said they were very sorry but it's not about that, or the vouchers, it shouldn't have happened in the first place."
Sainsbury's Response
A Sainsbury's spokesperson commented: "We're very sorry for Mrs Ahern's experience, which fell below our usual standards and we've taken steps to help ensure this does not happen again. We've sent Mrs Ahern a gesture of goodwill to help put things right and we're pleased she has since been able to use our petrol filling station without issue."
The supermarket confirmed the couple have now been removed from their system and can use their petrol stations normally. Despite the resolution, the experience left the Aherns feeling "livid" and concerned that they might not be the only customers affected by such system errors.
"Surely we are not the only people this has happened to," Mrs Ahern remarked. "We have not done anything wrong and went in the next day and paid for the fuel. This should not have happened."
