Delhaize sometimes charges customers products that they have not bought: « Whoever notices a mistake will receive a refund »
© Belga
Supermarket chain Delhaize has sometimes been charging its customers products that they have not purchased for months. The cause lies with an update of the cash register system, says Delhaize, that the problem hopes to resolve as soon as possible. « It has our highest priority. »
Those who scan products or have it scanned at Delhaize may see a ‘ghost product’ appear on the Kasbon, according to research by the consumer program Winwin On Radio 2. The cause of the problem, according to the supermarket chain, that is that the scanner not only scans the traditional bar code, but at the same time also the DataMatrix or QR code that is printed on the package next to the barcode. In this way, the cash register system apparently adds a random product from the range to the customer’s account, which can increase the costs sharply. So Winwin Contact with a customer who received a bowl of Trappist beer worth nearly 50 euros with a can of TV sausages.
Because the classic barcode disappears in 2027, Delhaize already made an adjustment in the software of the cash register systems in 2024. « In this way we systematically want to prepare our normal cash registers and our self-scank massas for that adjustment, » says Delhaize spokesperson Roel Dekelver. « But after a few complaints from customers, we have to conclude that the new system does not always respond well. In the best case, an error message appears, in the worst case a product is added that the customer has not purchased. We apologize for that. »
For months informed
According to Winwin The problem came to the surface in September of 2024. Delhaize has also confirmed to be aware of several months. Nevertheless, the impact of the error has been limited according to the supermarket chain. « We receive an average of one complaint per week, » said Dekelver. « The mistake also only occurs with a dozen brand products. » It would include products from Unox, Dr. Oetker, Zwan and Ecover. « We have already presented producers to adjust their packaging so that the error no longer occurs. Unfortunately, we receive little positive feedback, because the problem only places itself at Delhaize. »
How it is possible that the Delhaize scanners wrongly register a QR code on one product as another product from the range is also a mystery for the supermarket itself, it sounds. According to spokesperson Dekelver, Delhaize does make every effort to solve the problem as quickly as possible. « It has our highest priority today, » he says. « But of course it is not. Delhaize has eight hundred branches and therefore many more cash registers and self -scanksas. So you don’t just turn the updates in our system back. »
In anticipation of a solution, customers are advised to properly check their cash voucher. « Those who notice a mistake must certainly report. We will reimburse them for any incorrectly charged product. You will also receive a refund at home that he has paid too much at home, » concludes Dekelver.
