“Sainsbury's ineptitude has caused me weeks of frustration and distress after they erroneously marked my online groceries order as fraudulent. This led to the deactivation of my entire groceries account.
I still don't know why my order was deemed to be fraudulent and it is apparently Sainsbury's policy not to question the validity and accuracy of their fraud team's decisions.
As my groceries account has been closed for me, I am in the process of closing my Sainsbury's Bank, Argos and Nectar accounts as I will avoid this group of companies altogether from now on. Pity, I had been a customer of theirs since 2004.”
“Delivery 4 hours late with no explanation.
Was meant to have a delivery between 1-2pm today but nothing. Finally told later that they would be here at 4-5pm and still nothing. After we complained for a second time they said the driver would inform us when they were nearby. This didn’t happen and finally at 6:30 when we sat down for dinner they turned up. Customer service were awful. Wouldn’t tell us what the issue was and just told us ‘they understood how we feel.’
The delivery driver told us that someone else had quit whilst on the job today and that’s why there’s been delays. So clearly there was a reason for the delay but customer service didn’t tell us this and at no point did they contact us. We had to contact them three times for an update.”
“Not even want to give a start. Worst delivery experience ever. Diver said he cannot find the way so he left. The call center, the store and the driver were keep telling me to wait saying that the driver is coming. I waited from 4to 9pm and finally call them again. They told me the diver cannot find the way ????? Waste my time. You need a new driver with google map’”
“I was in Hastings sainsburys today in the cheque only to see that they had opened 3 tills only, this was done to force customers to use self scan or smart shop.
They are trying to use less staff and eventually let people go as they won’t be needed.
For the sake of money to get rid of people.
If Mr Sainsbury’s was still alive, he would be dismayed as he’s loving family business has been turned upside down & inside out for the sake of money.”
“I recently had a home delivery and never again will I use this service.
My frozen food had defrosted and had to be thrown away, flowers I bought died the next day. All my paid for items were just thrown into the container they deliver in!!
Never again will I use Sainsbury’s Home Delivery because I don’t like throwing my money away.”
“want to compliant a till cashier lady at CHADDESDEN Derby, time 13:20-13.30pm 10/Aug/2021 . Her name Debbie who only talking with her friend at the till while her friend checking out, she should control every single customer checkout time. but she only talking about their life their stories.......I have wait for a long time but they still keeping share their life stories....If they want to talk , they should go to the coffee shop sit and talk. Very disappoint Sainsburys have this kind of staff , same as old fashion cashier Morrisons .”
“I ordered ready made party food more than 2 week before, it took forever because the website crashed four times at the last payment stage and wiped the order. I had a payment received invoice and 3 confirmation emails to say it was booked and will be ready for collection on the. When I collected the food quite a bit of food trays were missing ( no prior warning) and the sandwich's and mini tarts were not very tasty; so much for taste the difference ! pretty poor for a giant multi million turn over company.”
“Sainsbury’s delivery service, at least in the Pinner (Middlesex) area, is just terrible. Each time I place an order online, a number of items of my order would be unavailable for delivery at last moment. In last two cases, 9 and 7 items of my order were not delivered. This creates a lot of problems, as each time I have yo visit their local store to buy missing items. What is interesting these missing items are always available in the store. Which raises the question whether Sainsbury’s is interested itself in this way to sell its product. It looks like they don’t much care about this sphere of their business.”
“My order never arrived which was a large order of around £129. I phoned customer services one hour after they were supposed to deliver my groceries and i was told they'd look into it. First they came back saying the order was marked as "delivered" but seeing as i hadn't received it they contacted the local store and found out one of the drivers had confirmed Covid and they couldn't get another van.
I was advised wait for a phone call tomorrow to arrange redelivery and my order was marked as "delivered" therefore i was asking, will they actually call me then?
Nobody ever phoned so i phoned them a second time to be told the local store will get in touch.
When they finally did, they said they had no booking slots for my redelivery. And that because it was marked as delivered they couldn't refund me, only do a manual refund and assured me they'd do it that day.
They didn't. Eventually a woman from customer services phoned 3 days later to refund my card.
Typical Sainsburys attitude, they sounded as if i should be grateful and were doing me a favour, to offer to refund my money back. They offered nothing to apologise or compensate for the inconvenience.
What upset me was the fact they didn't bother to notify me that my groceries would not be arriving. I was up all night waiting and also starving. There's also the fact i had to chase it up myself multiple times in order to get anything done. I'm sure if i hadn't they would have pocketed my £129 without another word. Why mark it as delivered, as it jeopardises customers that genuinely haven't received their orders.
When i did another order i regretted it because there were 11 substitutions of food not remotely close to what I'd ordered, one item 3 times the price, i returned these. Having celiac disease i ordered gluten free noodles, these were subbed for noodles packed with gluten.
I ended up with sandwich fillers without the gluten free bread and crackers which is pointless i felt genuinely fed up by this point. Not the first time they've done this.
The cherries i ordered were growing thick green mould and all of the fresh was going off the very same day or shortly.
Yes Sainsburys I've had enough of this treatment. Offloading food ready to be thrown out with the short dates, to your loyal long suffering online customers.
I did complain to Sainsburys and provide evidence with photographs of this as I'd really had enough.
Other aspects of Sainsburys have been acceptable or good.
However with Sainsburys i wouldn't buy anything fresh online as the same thing always happens not only is it disappointing it's such a waste of my money. Time consuming to sort out
Extremely inconvenient/ recently abysmal to order from.”
“Terrible delivery service. They cancelled a couple of hours before delivery via email but then told me they had still taken my money. No food delivery and still no sign of a refund 5 days later.”
“Thought i'd give Sainsbury's a try this week as they have things on my list Tesco does not. Bollinger champagne was on offer I noticed so ordered a bottle for Christmas, was not told my Bollinger was unavailable at the door so my husband accepted the Laurant Perrier which was sent.Not happy I began to look into things, yes an email had been sent to me but being new to Sainsbury's I didn't realise the delivery driver wouldn't advise on this as they do from Tesco.
Not only did I not get the champagne I ordered but it was still showing online as available but not on offer.The Laurant Perrier they sent was full price and differed in value by just £5 from the Bollinger.However after looking online again I noticed the Laurant Perrier was also on offer that evening and £10 cheaper. So not only did I not get my Bollinger but had been charged the full price too for an inferior product.
All my fault apparently for allowing a substitution, not theirs for running out of stock just when they were picking my champagne, or just before the other champagne was going on special offer.
No I didn't believe it either, I can smell a rat too.
Was seriously thinking of changing from Tesco's but at least they honour their special offers, so I will be staying.”
“******DO NOT ORDER FROM 'FOOD TO ORDER' - WE HAD A FAMILY GATHERING FOR A REUNION AFTER COVID. ON COLLECTION THEY JUST SHRUGGED THEIR SHOULDERS WHEN HALF OF THE ORDER WASN'T THERE.
PLEASE DON'T ORDER ANYTHING FOR A PARTY....YOU WILL BE SO DISAPPOINTED...”
“Sainsbury’s use too be a really perfect experience going into there stores but in last day 10 years it’s gone right down in all area’s especially customer service and management. I’m a loyal customer for over a long period and lm going else where for my food. The items are sub standard and do not have a long shelf life. Staff are not covered on till positions when store is busy very long queues it’s unacceptable. Other stores don’t suffer this even when quiet they seem to manage on having at least 4 till positions open even when store is quiet. That way it can only work. I have now taken my custom elsewhere”
“I am not often moved to make a fuss but I find myself in a chain reaction of increasing disappointment and despair.
We did a family shop online on Friday 16 July, nothing unusual there. However a portion of the shop included items for a vegan consumer….not always the easiest of tasks.
Imagine my surprise then when I notice an email from Sainsbury’s telling me that a vegan ready meal I had purchased actually contained milk, beef and pork…..not very vegan at all.
I wanted to raise my concern and disappointment to this so I replied to the email and waited several days for some sort of reaction.
There was none so this raised my level of displeasure.
I looked at the email again and decided it was not an address that would be monitored…..another notch of annoyance…..in this day and age who would send out quite an important email that you cannot reply to?
So I go to google and find a customer services email address….I’m really quite angry now that something that was not of my doing was causing me so much grief.
Imagine my reaction when I get an automated response telling that Sainsbury’s have stopped doing customer service…..by email anyway, totally ridiculous!! Another notch up on the Mr Angry scale.
As a last resort I phone the number provided on the email, something I really did not want to do. After an irritating navigation of inappropriate options I end up talking to someone in South Africa, not ideal.
Is my issue with an order….no
Is my issue with a shop assistant…..no
I just want an email address to write to please.
Back on hold while the operative consults a higher authority….. I’m sorry we don’t have an email address….. You must be joking…..another notch up on the dissatisfaction meter.
Can I speak to your supervisor please? No sorry they are all in a meeting. Who have you just spoken to then? No satisfactory answer. By this point I am absolutely furious and the issue is now much more than a concern about a non vegan vegan meal.
Sainsbury’s what on earth are you doing?? I have been a loyal customer of yours for many years and use more than just your retail services.
This experience has left me questioning my judgment in doing this and if I do not get some satisfaction from you regarding these escalating matters I will be seriously rethinking whether I want to continue my several relationships with you.”
“I ordered my shopping from Sainsbury’s as I had COVID and couldn’t go to the shop the didn’t have some of the items in stock and the substituted it with the cheapest brand possible for example I ordered 6 bottles of Volvo for £3.50 and the sent me hubbards food store water that were 17 p per bottle. I spoke to customer service and the pretty much said there not liable and there not doing anything about it do not use these they will rob you blind”
“Due to being asked to isolate and being a pensioner with no family near I tried to make a home delivery order at Sainsburys for the first time. What an awful experience, slots 2 1/2 days away, so tried to contact them to ask if they had priority slots. Absolutely no way to contact a human! 0800 number cut me off, even a complaint email bounced back saying it is no longer used. Disgraceful customer service”
“So Tuesday evening i used the pay at pump petrol and my card was declined twice. Why because Sainsburys took £100 transaction and then another £100. I wasn't even able to put petrol in after this on my card. No signs warning you that you could leave £200 worse off and not get petrol. I now have to wait 7 days for the pending transactions to drop off according to my bank, Sainsburys executive team were very unhelpful and blamed visa for this even though this was their pump in their store and said there was nothing that could be done. I asked how i was meant to buy my food shopping but they could not answer and did not care i have to cancel a health appointment with my Osteopath because i do not have the money. I will never ever shop in this store or use their petrol station again. No customer care whatsoever, as long as they make money they are happy. Very disappointed with them and i hope noone else has to experience this
Trustpilot is committed to transparency.”
“This picture below is what I received in my prawn fried rice from the sushi gourmet as I was eating with my son.
I have now been informed that the first person did not do their job properly nor did the person who took the returned food but I should be satisfied with a £20 egift card of £20 nectar points I had sent a message to simon roberts and got the same reply but here he is issuing an important message about people about buying beer”
