“I was charged twice, yet Sainsbury's response looked like a generic AI template that failed to address my complaint. They simply copied transaction balances, drew the wrong conclusion, and pushed the problem back to my bank without properly investigating. Frustrating, dismissive, and completely unhelpful.”
“Sainsbury's customer service is appalling and the worst among the supermarkets. The fruit and vegetables are often rotten and spoiled and staff completly ignorant of law and very unhelpful . This is happening all the time and not only on one or 2 occations. Good reviews on trust pilot are Definately not genuine.”
“One of the Sainsbury’s Argos delivery drivers never turned up on the day he was supposed to deliver my washing machine. He then lied and claimed he’d been to my address but that I didn’t answer the door.
When I tried calling Sainsbury’s Argos to let them know I was at home waiting, he kept calling my phone, which meant my line was busy and I couldn’t get through properly. At one point, he called without realising the line was still connected, and I could hear really nasty, disturbing noises in the background.
The whole situation caused me a huge amount of stress and anxiety. I was so frightened that I didn’t even feel safe staying in my house on my own that night. I asked a friend to stay with me, and the next day I reported it to the police.
I raised all of this with Sainsbury’s Argos, and a Sainsbury’s manager said they would investigate. I was able to prove with CCTV that the driver’s claims were completely false.
It’s now been four weeks. I’ve sent more than four or five emails and several messages, but I still haven’t received a single response. After everything I’ve been put through, being frightened, treated badly and insulted, now the Sainsbury’s manager won’t even respond to me.”
“About six months ago ,a delivery driver was very rude to my wife , i believe it was racism as my wife is mixed race and from that day on the individual concerned did not deliver here again . I complained to Sainsburys they were apologetic and gave us a gift card for twenty pounds , the next three orders were not delivered and we had to go and collect . To this day Sainsburys have ignored all the following complaints we have made about the inability of Sainsburys to deliver to us.”
“Online grocery delivery for 16.7.26:
We spent over an hour on 15th attempting to pay for the grocery delivery the following day. We tried different payment cards and contacted our bank, as stated on the Sainsbury’s page.
Our bank advised that it was a Sainsbury’s problem. We rang customer service but couldn’t get through after 20 minutes.
We received a text message stating payment failure, followed by one on 16th, stating the delivery would be between 9.30 and 10.30.
The delivery arrived but we were unable to contact the busy customer service to make the payment.
The result? Many wasted hours and no groceries for that day or for visitors arriving the next day.
Now up early to go to shop at Waitrose.
There has been no apology or explanation on the Sainsbury’s site and no acknowledgment of my previous feedback.
I look forward to your response.”
“Continual lies from the email, phone and webchat customer service team. They genuinely ignore what you've written and just read what their colleagues have noted, which, when it is incorrect means your problem will never be addressed or solved.”
“Obstructive and deliberately difficult when things go wrong, constantly getting told to call when I write in, yet on the call they transfer me around and don't take responsibility for the problems on their website”
“Currently waiting on a refund (12days) after an item was missed and some bananas were essentially inedible due to having been so battered during packing.
Phones constantly busy, online request form doesn’t recognise the order, currently on about the 6th email with customer service where their aims seem to be to get me to give up by attrition. 1st email had ALL the details for the claim (per their request) 1st reply was can I confirm my address (they had it) next email was confirm my name (they had it) etc etc, now we’re currently on ‘what was the specific name of the Caesar salad you were missing….. YOU ALREADY HAVE IT!”
“Self checkout one item message wrong item came up on screen a rude shop person say nothing wrong with it when they was she was rude she had poor customer skills she need more training so she be good with customers.Ipswich branch”
“I asked for help from a worker on the shop floor. She was unpleasant, rude and had no customer service skills. I'm elderly and old enough to be her grandmother. I was polite to her. But she made me feel like a total nuisance for asking a very basic question .”
“I have just visited your high Wycombe store,and while I found everything I needed,I was flabbergasted to be told there no toilets in store,I suffer from slight incontinence since a surgical procedure,and was told by the security guard complain to the manager,whom I couldn't find,a store of this size with no toilet facilities is extremely poor, won't be using this store again,will use my local in Beaconsfield at least it has toilets”
“This is a review regarding specifically Sainsburys Wellingborough Supermarket only. Gone are the days of being able to email your complaint to Sainsburys. You actually have to write in as other than a phone call they don't have a mailbox for customer complaints. This is because it is not a family owned business anymore, it's now owned mostly by Qatar investment Authority, so now it's all about shareholders and profits so they don't really seem to care about what you have to say. So yes, I'm very unhappy with this store and I would not recommend shopping here. Shopping trolleys poorly maintained so there is almost always issues with this, alot of their products are nearly or are out of date or just not available at all. The last time I shopped there they were terribly under-staffed so I overheard one staff member complaining about it out loud in front of others including myself. I had to request they open another till as there was only one till open so the line was ridiculously long. When we went to pay the till was faulty so declined our payment. Rather than moving us to another working till the manager who was in denial that it was a till fault said we would just have to return our shopping to the store and leave. Luckily one of the other staff decided to try a different till and our payment worked, proving it was a till fault. Rather than admit it and apologise, the manager was defensive and confrontational. Thoroughly dissatisfied with the customer service and everything else with this terribly managed store. I do not recommend shopping here at this particular store. I will still shop at and have no problems with Sainsburys in Sixfields, Northampton. Much better selection, everything works and good customer service.”
“The burnley branch manager is a liar we bought some ninja pans last year and the coating came off so because we didnt have a receipt he took our nectar number and date went to his office and told us he couldnt find it but we were told uou only keep receipts for six months we phoned ninja up and within 48 hours they sent us a new set they couldnt understand why sainsburys didnt take them back and exchange them we have shopped at sainsburys for over 40 years but after being treated badly and lied to we Will not be shopping there again”
“Went in Sainsbury's leek brought my shopping as I always do on this occasion seen manger bulling staff member wasn't nice to see staff look all unhappy won't be visiting that store again to change management”
“So many awful experiences recently!
Our Christmas delivery, booked a month in advance, was cancelled without notice, apparently due to the store not having the items I added initially to secure the slot - potatoes, carrots & parsnips!
We managed to arrange a Christmas food shop collection instead, but they had no Bronze turkeys & gave us an inferior one as a poor substitute!
I then tried a chop chop order for a few buffet items. This was cancelled due to no driver being available (again, I was not informed). Thankfully, Ocado delivered them within 15 minutes.
I contacted the CEO several times, who said I had to accept the terms & conditions when I shop online. Absolutely no understanding of the distress caused by their multiple scr*w ups.
I have shopped with Sainsbury's for many years, as have my family.
I shall be moving to an alternative supermarket, who actually respects their customers!! Shame on you, Sainsbury's”
