“I placed an order well in advance of the scheduled delivery date ….. they took my payment of over a hundred pounds ….. they confirmed my delivery for that morning and quoted the actual time …… obviously a driver failed to check in and my order was abandoned ! I would have obtained a refund but it takes 5 days and as a pensioner I can’t afford to pay out that amount of money again without regaining what they had taken from me ? …… so I had to go through a telephone conversation to re-schedule my much needed groceries …… the telephone agent went silent when I presented my situation ….. I had to say hello several times to get a response ( I was calm and polite !!!) …… bitterly disappointed ?”
“dreadful service online click and collect. Substituted ridiculous things for stuff not in store ( but ordered without any warning of low stock) for example: cake instead of bread, olives in brine instead of dry olives, tiny bottles of water instead of 2 litre ones. Refused all the substitutions at the point of collection and was only refunded on the water. Only the Bought 2 x4 pint organic milk cartons and discovered they were both just 2 days before sell by date. Bought and paid for 2 sets of stamps, 1st and 2nd class and they were not included and I had to get a refund on the money paid. Bought and paid for 2 bottles of Shiraz, only one was given ( two were charged) and this was off.. it exploded all over my dress and the table and floor when I opened it and was clearly off. I had to call and the operatives were excellent who refunded me the money for the missing items and substitutes which I had refused at the collection.. but what a shambles and what a waste of time. This was my first trial of Sainsbury's and of their click and collect. Never again! Back to a decent supermarket Tesco/Morrison/Occado as fast as possible !”
“One star is far too many! Refused to deliver to me as I checked the box to say I'm isolating. Explained that they could deliver without me evn opening my door. The driver claimed that my area was a "covid hotspot" and he won't deliver. Is he a delivery driver or an immunologist?! This goes agains their own policy on delivering to people isolating, which states "We will always deliver to the front door of your house or flat. ... Safety is our highest priority and our colleagues will continue to follow social distancing guidelines and will not enter your home when they deliver your order but can assist you in transferring your order from the totes to your own bags or containers."
Absoloutly pathetic! I will never again set foot in one of your shops.”
“Waited in all day for an order that was never even put on the van for delivery. told this after 3 phone calls.
Was told I would be called to rearrange delivery for today.
Received an email, 'order cancelled - refund 3-5 days!'
Complained on TWITTER, got a 'goodwill gesture £5!' And told 'have a good day!'
Rang up to complain, told that all she could do was another 'good will gesture £10'
Got no food and now have to wait 3-5 days for my money to be refunded by Sainsbury's.
Taking myself off to Asda later, Sainsbury's ain't seeing me again - EVER ....”
“Sainsbury think they are the best but I've used all the supermarket's click and collect service and i can safely say they are the worst 1st shop with them this week short use by dates and then poor customer service terrible start a conversation then just stop any replies terrible never had this trouble with asda,morrisons,tescos i would say top of the list would be tescos for all round services very keen to keep you as a tesco customer”
“Racially profiled by security guards, harassed, verbally abused, and physically threatened... what did Sainsbury's do...nothing. 10 months later after public pressure, they are now conducting an investigation... avoid!!”
“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”
