“had issues with the SmartShop app that charged me 3 times for the same order, but for which I didn’t take the items, thinking the app didn’t complete the order. When I realised, I went to different stores, called, sent several emails and absolutely no one was able to offer support to sort out my issue. To date, I never had a refund.”
“I have been purchasing Sainsbury bread for a very long time, but on my last trip I picked up your own bakery tiger loaf which was unbeatable as it was all stodgy, I have noticed your baguettes are getting shorter in length.
Please let me know what on earth has happened to your in store bakery.”
“I visited Sainsbury's Warlingham on 29 July and had 2 great experiences with Customer Services. The young lady served me both instances and I found her to be a person that went the extra mile for sorting out problems and I walked away feeling pleased. Thank you.”
“I have been shopping at your Hazel Grove supermarket for years and this is because the Staff are wonderful, caring and helpful. They always find time to help me especially since the shop has been redesigned but with their help I am getting there.
I find all the food exactly to my liking so why would I bother going anywhere else.
Thank you so much.”
“At 9pm there was no person working on the non self service check out tills. I went to customer service to try & check out there . At the time there was nobody else shopping there but I was told that you have a rule that the basket can not have more than 5 items. I don't like self service after a long days work. I believe in such circumstances, Sainsbury's need to change the rules to allow the person at Customers Service to have the discretion to check out a customer with a full basket. The staff are nice & the situation is not their fault. The rule on 5 items is wrong when not accompanied with discretion.”
“At 9pm there was no person working on the non self service check out tills. I went to customer service to try & check out there . At the time there was nobody else shopping there but I was told that you have a rule that the basket can not have more than 5 items. I don't like self service after a long days work. I believe in such circumstances, Sainsbury's need to change the rules to allow the person at Customers Service to have the discretion to check out a customer with a full basket. The staff are nice & the situation is not their fault. The rule on 5 items is wrong when not accompanied with discretion.”
“I needed to scan a nectar code via app. I nedded to log in into account and I couldn't do that for access to internet connection is blocked in the store. How absolutely ridiculous and completely senseless is that?!”
“I’m reporting a serious issue with a molded tortilla wrap I purchased at Sainsbury Chiswick (31 Essex Place, W4 5UT) on 5th July at 20:49. While preparing dinner shortly after purchase, I discovered severe mold on one of the wraps — but by then, my wife and I had already eaten some. We were extremely distressed by the idea that we might have consumed mold and ended up vomiting out of anxiety. We also had to throw away all other food items that had been prepared with the wraps. In addition, I noticed that bacon I had recently purchased from the same store had gone off before its expiry date, despite being unopened. Out of concern for our health, I discarded nearly all the products from that shopping trip. This wasn't the first time I experienced Sainsbury meat products spoiling before their expiry date, but this incident was serious enough that I felt I had to formally raise it. I reported the issue on 6th July via Facebook Messenger but was disappointed by the response — a £30 goodwill voucher with no meaningful explanation or indication of how they plan to address the problem. They also refused to acknowledge any responsibility for the other discarded products or the health concern this caused. It’s deeply concerning that a major retailer responds to such a serious issue with minimal compensation and no clear plan to prevent similar incidents in the future. I believe this reflects a wider problem with product quality and customer care.”
“I will never shop in Sainsburys again. Used the scan and go like many times before. Gets to the self checkout and it said seek a member of staff. Finally found someone after she had been chatting to her one of her work colleagues. She said I don't work there but I'll check. After a few minutes she came over but proceeded to help three other customers before getting to me. She said I need to check your bag so I tipped it out into the trolley and a packet of sliced steak fell out and hit the floor. She practically accused me of assault. That almost hit me. I don't come into work to be assaulted. Well I don't go into Sainsburys to be accused of assault. It's bad enough you have to scan your own shopping and packing it and when you do your almost accused of trying to steal from them. Had enough I really have. I left my shopping and walked out.”
“I think you need to review how you transport & store your fruit. I’ve had strawberries, pears, grapes & cherries…very expensive, that look very appetising but they taste of absolute nothing therefore goodbye Sainsbury’s, I’ve finished wasting my money on tasteless food.
Jenny from Cambridge”
“I went into Sainsbury's Derby to get some Lotto tickets checked. I thought I had 4 tickets but then only gave the assistant 3. I then left the store. I went back not long after to get a bit of shopping and the lady who had checked my tickets called me over to the counter. She told me I had dropped a ticket on the counter - I had won £10. Her name was Ameena. What a great service.”
“The toilet facilities at Everard Close St Albans are dreadful and there is a real stench in the ladies toilets where I went today. No loo paper and the baby changing area has no water or soap. A real disgrace and a public health hazard that should be dealt with.”
“Don't order a fresh cake - turned up and haven't made or even informed me they haven't made.
Just offered me something from shelf as replacement - ridiculous when they require 8 days notice to make!”
“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.”
