“I’m extremely disappointed with the way Nectar (and by extension, Sainsbury’s) has handled my recent issue. My Nectar points were stolen, and although I reported it, I’ve been stuck in limbo ever since.
The root of the problem? I forgot my “memorable password” (clearly not that memorable) and couldn’t pass the security process. I was told I’d receive a secure password by post – fair enough. But weeks have passed, and I still haven’t received anything.
I’ve contacted customer service multiple times and been given different stories each time. Most recently, I was told the password was generated on 28th April and should arrive by 27th May. That’s an entire month – is it being shipped from the other side of the world? And there’s no written customer service option to follow up or track anything.
It’s now been over a month with no access to my account, no resolution, and no real way to escalate the issue. I love shopping with Sainsbury’s, but I honestly expected much better from such a well-known brand. This experience has been beyond frustrating and completely unacceptable for 2025.”
“A young girl on customer services at your Truro store , went the extra mile and helped me get my Nectar card I’ve been really struggling, she rang up the correct department and hopefully it is in the post , her name was Maia top girl very helpful 😊😊”
“My brother is disabled. He got a order to be delivered. He asked the driver to bring it in. The driver huffed and said do I have to. Eventually he did but under duress. This is disgusting and he will never use this service again.”
“Dear, Manager's / Customer Service Team,
I am writing to formally raise a concern about repeated negative experiences I've had with a staff member named Nella at your store located at 11 Royal Crest Avenue, Newham, London E16 2PG.
Due to mot initially knowing her name, I returned to the store to inquire about it. One of the staff members I spoke to was apologetic but declined to provide her name, instead advising me to come in on Monday to speak with the store manager. Eventually, I was able to confirm her name myself, which now allows me to properly raise this issue.
On three separate occasions, I approached Nella with simple questions regarding your bakery products. Each time, her attitude was extremely unprofessional and toxic. Most recently, when I asked for assistance, she responded rudely and told me she don't care. When another colleague kindly stepped in to help me, Nella began shouting in front of me, which was both embarrassing and uncomfortable. Additionally, I observed her engaging in a personal conversation with someone from the airport while on duty. I'm not sure if such interactions are permitted during work hours, but it appeared to be inappropriate at the time.
As a regular customer, I find this behavior completely unacceptable and upsetting. I believe everyone deserves to be treated with respect - especially in a customer - facing role - and this kind of treatment discourages me from returning.
I kindly ask that you look into this matter and take appropriate action. I'm waiting for your response. Thank you for your time and attention.
Sincerely,
Sara Edward”
“We have been taught to go to self service tills, put our Nectar cards in and receive points for our trouble. We are now just as much of a machine as the tills, and the people who work there. I have been shopping in Sainbury's since 1974 and finally the penny has dropped. I don't like the store anymore and have gone to the other side, Lidl. They have people working on the tills, it's a pleasure to shop there and the prices are ALOT lower, and I don't leave my money in the self service tills anymore like I used to. A month ago I left £15.00 at the self-service because I was too involved in putting a coupon in for triple points. This is no way to live and I am now finished with Sainsbury's. Goodbye.”
“I have been shopping at Sainsburys for many years and am not impressed by their service or food anymore. I'm also tired of seeing so many signs in the store on food saying Aldi price match. I bought a quiche recently that said Aldi price for £1.99 and noticed the packaging changed. I bought it and thought the quiche was really nasty tasting especially cold. I am sure they have changed their recipe.
I shop locally sometimes in Sainsburys and don't find the people helpful and seem to be always stacking shelves when people are trying to shop. They move their giant trolleys laden with stock and push through while customers are trying to do their shopping.
It has now made me consider spending the petrol money to do a weekly shop at Aldi now. At least there are real people serving you at the tills which I like alot and the prices are very competitive.”
“Parked at their store in Farnborough and used the store went to the cinema and 38 mins over the 2 hours received a £85 fine. Tried to contact the head office customer team - not interested - contacted the store and not interested - assured the Store Manager Stu would call me back and heard nothing! Poor and what a rip off company.”
“Good supermarket in the sense that I can get everything I want, almost every time, and thanks to Nectar promotions, for a reasonable price. Quality of fresh foods is good. The store in Derby Wyvern is looking a bit tired. The staff are very helpful, professional and polite.”
“It is a persistent and ongoing problem for years at Sainsburys Kempshott what should be my local Sainsburys but isnt due to ongoing irritation with how store is managed. I only use this shop when I have to due to time demands and invariably when I do I find I get overcharged by way of incorrect product placement. The prices underneath the product on shelf are often not the product above the price and once you get to check out you discover or in most cases because I only use them when I am pressed for time, I check the receipt at home only to find I have been overcharged. boo Sainsburys Kempshott”
“I had an unpleasant experience at the Brookwood Sainsbury’s on 14th January 2025 that left me frustrated and upset. I was doing a large shop with bulky items, including a six-pack of mineral water, and approached the self-checkout area only to find that all the cash self-checkouts for larger trolleys were closed.
A staff member, a woman in her 30s with long black hair, directed me to the hand-basket self-checkouts, which are completely unsuitable for large trolleys due to their small scales. Despite the inconvenience, I followed her instructions and began scanning my items.
However, seconds later, the same staff member reopened the cash self-checkouts for larger trolleys—the very ones I could have used to avoid all this hassle. This behavior felt intentional and dismissive, as it was obvious that my bulky shopping could not fit on the hand-basket checkout scales.
I felt that I was being singled out and bullied in this situation. Given the context, I couldn’t help but feel that this treatment may have been due to the fact that I am white. If this was the case, it is completely unacceptable and discriminatory behavior.
Sainsbury’s needs to investigate incidents like this thoroughly and ensure their staff are trained to treat all customers equally and respectfully. This kind of behavior is not what I expect from a company of this reputation, and I hope this issue is addressed promptly to prevent such experiences for others.”
“Beware when ordering online for click and collect. My substituted item was refused by me on collection however I was not refunded fully. Customer services apologised and said this would be corrected. I requested the refund to my payment card which was agreed, however they just sent a voucher, which I had already said I did not want. I rang again to point out their mistake and was now told that it was their policy not to refund under £10. My complaint was not listened to and I am out of pocket. Will not use Sainsbury’s again. Waste of time and money.”
“We have been having deliveries from Sainsbury's at Cameron toll in Edinburgh since the pandemic and have usually been very happy with the service. Today's delivery arrived on time with nothing missing or damaged and the driver (Steven) was very helpful.”
“I have had home delivery for three years, it has always been up to a good standard - however to- day was especially exceptional - I want to thank and recommend QUASIM DRIVER for his politeness ,manner, and help with my shopping - he was BRILLIANT, so if you give out any awards (he's the best delivery man we've had in three years)give it to QUASIM !”
