“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”
“I experienced more late deliveries lately and 30 to 45 minutes late. In few cases, the driver will text to inform about the lateness but most drivers don't. Like, if I need an ingredients in my cooking recipe for dinner that day, I expect the driver will come on time but 30 to 45 minutes, no deliveries yet abd when you call the customer service which is now based overseas, no one can tell what's happening. It is always a disappointing experience. My last deliveries this week, the driver wax lare for 40 minutes, then to my dismay, a third of my orders were missing, one crate. Apparently the hand held unit wasn't working and a third of my orders were dropped to someone else house. There is a dishonesty when that person received the orders that were not their's, they could returned them but no. I did returned at one point when I noticed that some of the things being delivered to me wasn't mine. Now, I asked for re delivery but Sainsbury's can't do it, that means I have to go re order the things I needede the most, kerbside waste liner, eggs, soy sauce for my cooking, these are just examples of the urgent things I need. Anyway, they promised a small goodwill voucher but they lied, I got my refund though.”
“I have been shopping at sainsbury's, Newton Abbot, for years. Over that time I have had to continually fight with them too get them to stock unsmoked mackerel, the healthy option. They stock about 11 different varieties of smoked mackerel. Smoked fish has been linked to stomach cancer! The unsmoked mackerel always sold out really quickly. Why do you need to smoke every pack. Grow up! or clear off and let someone else run the site. I spend thousands there every year. I complain, about this to managers and they just tell me there is nothing they can do about it. Pathetic!”
“I work for the NHS and so have access to the Blue Light Card service, where I receive cashback from buying gift cards to pay for my Sainsbury’s orders. In addition to the £100’s I spend online at Sainsbury’s every month, I also spend £7.50 every month for a delivery pass.
For my recent order, I spent £74.69 to purchase a £77.00 gift card through Blue Light Card to cover the cost of my order. I then applied this to my order. Oddly, delivery was still showing as costing £4.50 despite my delivery pass. I figured this was just a bug and I wouldn’t be charged for it, as I’ve never had this happen before. But the day comes and I am charged for it! I get in contact with their customer service, to be told:
“Sorry you're having trouble with your order. The minimum order value is £40 per order, after any multi-buy offers, coupons, vouchers, and discounts, but we've found out that there was a bug in the system recently that allowed customers to keep using the pass despite going below the minimum order value after applying coupons or discounts. This has been corrected and no further issues should occur. The minimum card payment is £40 to ensure your delivery pass can be used.”
This is absolutely ridiculous, having bought ~£80 of goods from them. What difference does it make that I chose to use a gift card as my payment method. And YOU, Sainsbury’s, are the ones who decided to offer your discount to blue light staff via gift cards, rather than a discount code for the same 3% off (which would have seen me above the minimum delivery threshold and not seen me unfairly penalised like this). It is discrimination against NHS and emergency workers, police, armed forces, and teachers. I will be going elsewhere unless they sort this out.”
