Membership Frequently Asked Questions (FAQs) January 2020


Applicants, Members and Guests Frequently Asked Questions.

Membership Application

QUESTION: Where do I need to work to become a member?

ANSWER: Companies that manufacture, deliver (logistics) or part of the supply chain, products and/or services from the FMCG* (Fast-moving consumer goods) industry including chilled, fresh, ambient & frozen foods, household products and employees and retirees of the emergency services* inclusive of NHS hospitals, Doctors Surgeries and Dentists, Ambulance services all those with NHS pay slips), Police & Fire ONLY.
*Emergency services are defined as NHS hospitals, Doctors Surgeries and Dentists, Ambulance services, Police & Fire ONLY
*FMCG: Fast Moving Consumer Goods supply chain including transport logistics, factory floors & packaging.

QUESTION: I cannot find my most recent wage slip, will the months before do?

ANSWER: You need to prove where you work by producing ONE most recent wage slips* to obtain a membership card. Police Specials can use their Warrant cards and NHS members can use their NHS ID badge.
*Wage slips can be produced either on mobile or printed.

QUESTION: Do I still qualify if I have retired and receive a pension?

ANSWER: Yes, retired employees who are in receipt of a qualifying pension. Please apply and follow the directions on how to collect your card. You will need to provide proof of receipt of a pension.

QUESTION: I am a NHS volunteer, do I qualify?

ANSWER: Yes, we accept NHS volunteers. NHS volunteers must produce their NHS ID in replacement for a payslip when they collect their card.

QUESTION: I qualify for membership why have I been refused?

ANSWER: Many membership applications are being rejected because the full company name is not being used on registration. If you meet the qualifying criteria, please reapply making sure you input the correct employer details.

QUESTION: I have applied for  membership but not heard anything?

ANSWER: Please allow up to 7 working days for us to process applications. You will be emailed confirmation when your membership is processed. If you have not heard from us or have any other queries, please call the membership team on 01226 355 186.
 
QUESTION: I have applied for membership but do not know what eligibility documents I need to bring?

ANSWER: Please bring one of the following:

FMCG / NHS / Police / Fire:
  • Most recent payslip or proof of pension (must be from the last 30 days)
  • Proof of name and address e.g Utility Bill / Bank statement
  • Photo ID e.g Passport, Driving Licence
  • Scottish Police Recreational Association (SPRA) card
  • Welcome pack letter (printed version ONLY)

Special Police Officers:
  • Warrant Card (instead of payslips)

NHS – Dentists / Pharmacies / Dr Surgery’s / Volunteers / Students:
  • NHS ID card or NHS proof can be accepted

HR Pack / Nominated / Roadshow signs ups:
  • Proof of name and address e.g Utility Bill / Bank statement
  • Photo ID e.g Passport, Driving Licence
All electronic and paper copies accepted (except welcome Pack Letters).
 
QUESTION: I work for Sainsbury’s, Asda, Morrison’s, Lidl, M&S, Tesco, Aldi – can I have a membership?

ANSWER: Because you already work in a retail industry business and are not within the manufacturing sector, you are not eligible for membership.

QUESTION: How long will my application take to be processed? 

ANSWER: Please allow up to 7 working days for us to process applications. You will be emailed confirmation when your membership is processed. If you have not heard from us, please call the membership team on 01226 355 186.

QUESTION: How soon can I shop?  

ANSWER: Please allow up to 7 working days for us to process applications. You will be emailed confirmation when your membership is processed, then you can come to store to collect your card and shop.

QUESTION: How many nominated members can I have? 

ANSWER: Nominate a member is a benefit for members working in the food and FMCG* supply chain, members from this sector can nominate up to 2 members.

From time to time we may promote to nominate a relative or friend to our Emergency Service* members. To be informed of our latest promotions and offers, opt-in for email marketing communications and follow us on Facebook.

*FMCG: Fast Moving Consumer Goods supply chain including transport logistics, factory floors & packaging.

*Emergency services are defined as NHS hospitals, Doctors Surgeries and Dentists, Ambulance services, Police & Fire ONLY.

QUESTION: How do I become a member?

ANSWER: Please apply on our website by clicking here: Apply for Membership

QUESTION: Can I become a Gym member of Company Shop Gym? 

ANSWER: Company Shop Group Colleague Benefit.
 
QUESTION: Why do you not accept new members from any other public or private sector?  

ANSWER: As we are a ‘Surplus Redistributor*’ we rely on varied and limited quantities of stock. Due to this, we cannot extend our membership criteria at this moment in time.

*Surplus Redistributor is defined as a redistributor of surplus food and household products, this can arise for many reasons; for example, food incorrectly labelled, over-ordered, over-supplied or obsolete seasonal stock.
 

Member Queries


QUESTION: My card is lost/stolen how do I obtain a new one?

ANSWER: For all lost/stolen passes you will need request a new card in-store at the reception desks. If your photograph is on the system a new card can be issued. If your photograph is not on the system some photographic ID MUST be shown i.e. Passport, Driving License before a new card can be issued. There will also be a £1 admin fee charged for the card (the £1 charge will be donated to charity).

QUESTION: How do I change my name/address/telephone/email?

ANSWER: Please fill in a Change of Details form available from store reception. You must provide proof of name and address changes, in the form of a recent bill or marriage/deed poll certificate.

QUESTION: Do I need to re-register if I do not collect my card within a few months?

ANSWER: You can still collect your card after this period however, you must do so as soon as you possibly can.

QUESTION: Can I use my card at any store?

ANSWER: Yes, you can shop and collect your card at any of our Company Shop Superstores. Any information regarding opening times and addresses can be found by clicking here: Store Information 
Select the store of choice and hover over the red location icon to see contact details and opening times.

QUESTION: Can my family/friend have an additional card?

ANSWER: Nominate a member is a benefit for members working in the food and FMCG* supply chain, members from this sector can nominate up to two members.

From time to time we may promote to nominate a relative or friend to our Emergency Service* members. To be informed of our latest promotions and offers, opt-in for email marketing communications and follow us on Facebook.

*FMCG: Fast Moving Consumer Goods supply chain including transport logistics, factory floors & packaging.

*Emergency services are defined as NHS hospitals, Doctors Surgeries and Dentists, Ambulance services, Police & Fire ONLY.

QUESTION: How do you use my personal information? 

ANSWER: Concerning Company Shop members, we collect your name, address, contact details, date of birth and employer name when you subscribe to use to any of our services. We ask you to ‘opt-in’ to receive marketing communications at the application stage. 

For more information please see our Privacy Policy by clicking here: Privacy Policy
If you have any other queries, please contact our Membership Team on 01226 355 186.
 
QUESTION: Am I allowed to let anyone else use my card?

ANSWER: You are not allowed to use another member’s card or allow another person to use your membership card. The only exception to this rule is, should you be unwell or in Hospital, you can complete a form available in store that allows a friend or relative to shop on your behalf up to 3 times.

Please see section 4 of our Terms and Conditions for Shopping:
4. Please remember that the card issued to you is for your personal use only. Any person found attempting to enter one of our stores with a card that does not belong to them will be refused entry.

QUESTION: How many guests can I bring? 

ANSWER: Members can always bring one guest with them to shop. For Extra Guest promotions please opt-in to receive marketing emails and follow us on Facebook.

QUESTION: Can I bring my children?  

ANSWER: Yes, children 16 and under can accompany members and do not count as a ‘Guest’.

QUESTION: Is my nominated members' application approved?   

ANSWER: Please allow up to 7 working days for us to process applications, at times where we have promoted ‘Nominate a Member’, due to high volumes this may change. Your nominated member will be directly contacted with confirmation of approved application with the detail provided upon application. 

Pricing


Competitive Pricing 

QUESTION: I have bought a product at your store that I have seen cheaper in another retailer, why?

ANSWER: We always aim to sell products at a lower price than main supermarket stores, as we do not have control of when main supermarkets choose to promote products, unfortunately, we cannot offer you a refund.

Refunds – When, Why, How? 

QUESTION: I bought a product from your store last week, then this week the price is lower, can I have a refund?

ANSWER: We reduce prices on products depending on shelf life. If a product is coming close to its use-by date, we reduce the price to help ensure the product is not wasted. Therefore, unfortunately, we cannot offer a refund.

QUESTION: On reviewing my receipt, I can see I have been incorrectly charged for a product, what do I do? 

ANSWER: Please keep hold of your receipt and take it to reception on your next visit, where our store colleague will be able to check the item and process accordingly.

QUESTION: I can see a charge on my receipt, I do not know what it is for?

ANSWER: Please keep hold of your receipt, contact the store you visited either by phone or on your next visit and our customer service colleagues will be able to assist you. For store contact information, click here: Store Information.
  
QUESTION: I have bought a product and on review can see it is out of date, what do I do? 

ANSWER: Due to the nature of surplus, this can very rarely occur. If you find the product purchased is not as you expect or out of date, do not consume the product, bring back to store/ take an image of the product and complete a complaints form in store. We are happy to provide you with a refund.

Retail Stores


QUESTION: Where is my local store?

ANSWER: Please check our location on our website for all store details, open hours and contact information. Please click here.
 
QUESTION: What are your opening times? 

ANSWER: Please check our location on our website for all store details, opening hours and contact information. Please click here.
 
QUESTION: Am I eligible to become a Community Shop member? 

ANSWER: For more information on Community Shop please check our website by clicking here. OR contact one of our Community Shops directly by clicking here.
 
QUESTION: Can anyone shop at Community Shop? 

ANSWER: No, only approved members of Community Shop can shop at Community Shop.
 
QUESTION: How can I contact Community Shop? 

ANSWER: For all Community Shop stores details, please click here.
 

Stock Availability

QUESTION: Please can you tell me if a product is available in a specific store? 

ANSWER: No, as we are a ‘Surplus Redistributor’ we deal with varying quantities of stock. We always try our best to provide stores with the same products. However, due to quantities, the products we sell are subject to availability. As with the ever-changing nature of surplus, you will always be able to find bargains in store. 

*Surplus Redistributor is defined as a redistributor of surplus food and household products, this can arise for many reasons; for example, food incorrectly labelled, over-ordered, over-supplied or obsolete seasonal stock.
 
If you need more information, please contact our Membership Customer Services Team on 01226 355 186 or Membership@companyshop.co.uk. 


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