Shopping at Naivas Supermarket is a familiar experience for many Kenyans, but recent customer accounts reveal a pattern of potential billing issues that call for caution.
Shoppers report instances of double charging, where an item might be scanned and billed twice without the customer’s immediate knowledge.
This practice has raised concerns among regular shoppers, as it appears to be an ongoing issue that the store has yet to address satisfactorily.
The problem doesn’t end when a customer notices a discrepancy. Instead of issuing a straightforward cash refund to correct the error, Naivas reportedly instructs customers to pick another item of equal value.
For many shoppers, this solution feels inadequate, particularly if they are only purchasing a few essential items and do not have the time or desire to select another product.
This response often leaves customers feeling frustrated and unfairly treated, especially as they are denied a cash refund for a mistake that wasn’t theirs in the first place.
Given the frequency of these reports, it’s becoming clear that shopping at Naivas may require an extra level of vigilance to avoid overcharges.
Customers now advise each other to review their receipts carefully right after checkout and to be attentive while items are being scanned.
Some even suggest bringing a calculator or keeping a running tally on their phones to ensure they’re only paying for what they actually bought.
This extra burden of oversight shifts the responsibility onto the consumer to catch and correct errors, which, ideally, should not be part of a routine shopping experience.
The lack of direct refunds for double charges also raises questions about Naivas’ customer service approach.
In most cases, stores are expected to handle billing errors promptly and issue refunds as a standard practice.
Refusing to do so or making it difficult for customers to get their money back not only inconveniences shoppers but also suggests a lack of transparency and fairness.
This practice can erode trust between the supermarket and its customers, particularly in a time when many Kenyans are already struggling with high living costs.
A small overcharge might seem insignificant to some, but for families on tight budgets, every shilling counts.
There is also a larger implication to consider, the cumulative effect of these double charges.
If multiple customers experience similar overcharges each day across the supermarket’s many outlets, it raises questions about how much unaccounted revenue this practice could generate.
Even if it’s unintentional, the lack of a straightforward refund policy could potentially incentivize a business to overlook these errors, especially if customers feel pressured to accept a product replacement instead of insisting on a refund.
Double-checking receipts, closely watching items as they’re scanned, and even questioning store policies are necessary steps to ensure accurate billing.
It’s also essential to be assertive about your rights as a consumer. If you notice a discrepancy, speak up, and if the store insists on offering an item in place of a refund, it’s within your rights to question that decision.
Naivas should recognize that their practices are impacting customer trust and take steps to address this by implementing a clear, customer-friendly refund policy.
As consumers, being well-informed about these issues can help ensure fair treatment in our daily transactions.
A supermarket’s reputation depends on customer trust, and practices like these can quickly undermine it.
By staying vigilant and advocating for transparency, Kenyans can protect themselves from unfair billing practices and encourage better accountability in the retail sector.
