“The Great Hall
Mount Pleasant
Tunbridge Wells
TN1 1QQ
Staff Member Chrissy what a delight in customer relations.Always happy to help,cheerful & handled a very rude male customer that was very threatening with professional ease.well done Sainsbury’s for employing a lovely lady. Colin Webb”
“As another reviewer has already stated Sainsbury’s is an absolute shambles. It’s impossible to open any sort of Dialog with them, they have no complaints procedure. My wife is terminally ill and currently undergoing chemotherapy, because of this our household is on the HMG clinically extremely vulnerable list, the last thing we need to do is visit a supermarket, exposing our family to huge risk. So we used to get delivery’s via Sainsbury’s Online. However 4 weeks ago we lost access to our account, when we log on we get a something went wrong page please try again web page. Despite the telephone “help” line promising a fix within 72 hours on at least 4 occasions no fix or explanation has been forthcoming. Shaming them on their chosen Facebook platform elicits a response of ‘’Hi I’m Emma I can help you with this, please PM me” but no further response after the initial PM save for a we are extremely busy at present please try again later. This is an appalling way to treat an ordinary customer, let alone one who is being put in danger by Sainsbury’s inability to sort out their website problems. I hope the people who are ultimately responsible for this ie Sainbury’s CEO and board of Directors and shareholder are really proud of this abysmal performance, and Customer unfriendly policies which they preside over.”
“I feel compelled to leave this review. I personally did not have the experience, but witnessed a woman being frog marched to a till after the security buzzer sounded at the exit. She had just spent hundreds of pounds at The Willows, Torbay store. The staff member who accosted this poor customer would not enter into any form of dialogue other than to order her to empty all of her bags onto a conveyor belt at an empty till. It took this poor customer such a long time to complete this task as she had made so many purchases. The three members of staff who were involved in this were extremely intimidating. It was absolutely horrendous. Not one member of staff would give this woman eye contact. At no time did it ever occur to the staff that an error may have been made by their cashier. The customer was desperately distressed and kept saying 'why are you treating me like a criminal?' Finally with a new till receipt she was told she was free to leave the store. However, many other customers including myself witnessed this distressing scene. I, for one, will never shop there again. God forbid that the security buzzer should go off for whatever reason (ie. a security tag left on an item by staff) which regularly happens. If this is the treatment you will be subjected to I will avoid Sainsburys in future.”
“Bought print cartridges at sainsburys one failed to work, another leaked over my brand new jeans, contacted customer services and they basically told me to sod off, appalling company, never ever use them”
“Delivery arranged a week in advance and confirmed by text today 4-5pm. At 7pm spent 40 mins on the phone to be told that order cancelled due to "technical difficulties". When I asked why no phone or text, told over 300 customers involved. No explanation as to why text, email or phone call impossible.. Told I should have to reorder....Ha ha ha.
Ordered Amazon fresh for tomorrow,”
“Normally we would award 5stars for our delivery but today felt disappointed as tête-à-tête x2 did not arrive (part of Valentines gift). Yes , we had a quick refund but that is not the point, an independent retailer would have been round with them in a jiffy! Two O.A.P’s missing a bit of inexpensive cheerfulness.”
“Non-delivery of order even though receipt and list of substitutes sent. Money taken from Bank. I was informed of cancelled order at 8.00 pm (4 hours after delkivery was due) and then again the next day at 5.05 am.
Apparently this was due to bad weather, but my paper was delivered as normal and post delivered at normal time and I received a parcel from Hermes at 4 p.m that day.
My grand-daughter who is a District (Community Nurse) managed to visit all of her patients.
We are an elderly couple and had we been informed earlier in the day we could have made arrangements for one of the family to shop for us.
SHAME ON YOU SAINSBURYS!
P.S. I managed to email one of the "hierarchy" at Sasinsbury's and she has completely ignored my email.,So much for "caring for their customers"!”
“My wife who is not particularly computer literate decided to do a click and collect. She started the order and then went back to it as couple of days later. When she went to pick the order up only the first part of the order was there and she ended up having to do the rest in the shop. My observation of the process is that it not a clear step by step process at all. It should be as if she was walking through the shop and get to the end to pay. Unfortunately the experience is as far from that as possible. Needless to say, she will not be doing this again.”
“Disgusting service from online shopping
For groceries order never turned up twice .told a load of lies from hernebay
The manager at hernebay cancelled 600 delivers on Monday as we had 5 mm of snow and they couldn’t be bothered to inform any customer’s
I was told to rebook a delivery slot a week later as this is the first available slot
But the refund would take ten days
So you have to pay again to get your shopping
I have used Sainsbury’s for 12 years and never again”
“Sainsbury’s has always been my main supermarket but have been driven away by meat and fish counter closures. The staff were always helpful and the standard good, but now I would have to rummage through pre packed items looking for suitable size etc and using excess packaging. I understood at the beginning of the pandemic but others have reopened so now just down to cost? If I have to go to another supermarket for meat etc. I will obviously pick up other shopping there. Such a shame.”
“Absolutely shocking. Missing items from delivery and use by dates of the same day or next - tried to get refund. Took 2 hours and 5 calls - still no money back. AVOID.”
“Order cancelled due to weather conditions.
The scattering of Snow has completely dispersed and other Delivery vans on our Road.
No notice given until an hr after delivery was due and Email recd. to inform us.
Almost out of food and no date offered to compensate.
Unhelpful as I would have expected Customer Service to offer this.
Have been a reliable Customer for years and would have expected better Service.
Lucky were able to place a Click and Collect Order with another Company.”
“We went to the large Richmond branch of Sainsbury's today in the snow. I'm currently heavily pregnant and need help going shopping with my toddler. My husband came with me to help and the person on the door blocked his way and stopped him from coming in and said he could only come in if he stayed two meters away from me which isn't much help when trying to navigate the store with a toddler! Given my husband & I live together I'm not sure what keeping two meters away from each other would achieve. I'm tired of Sainsbury's staff being so rude. We're going to shop at Tesco going forward.”
“I have been shopping at Sainsburys’ in Newcastle-under-Lyme for some 12 years and this is the second time I have been ordered around by over-zealous staff at the store.
At about 14.20 pm, I braved the walk to Sainsbury's even though the weather was anything but clement. When approaching the near entrance/exit I heard the security person dismiss a customer for raising a concern and I was then instructed to walk around a barrier by this person. This store repeatedly changes the entrance and exits which is confusing the customer, the last time I visited, I could only enter and exit on the other side.
Apprehensive at this, another customer slowed down in front of me because they knew one of the store staff outside and began talking to them, I then slowed myself, being cognisant of social distancing; to which the security person ordered me to keep two metres apart. I told this person they were being over-zealous because I was two metres apart. There was then a disagreement which culminated in the security person saying: "One more word out of you and I will ask you to leave the store".
I then left the store of my own volition.
It appears that some staff are revelling in their new-found power that enables them to order people around.
On the way out, the security person in question refused to give me their name or any details when I stated I was going to make a complaint.
I have requested Sainsbury's CEO Mike Coupe explain their policy regarding this. Just look at the other reviews, something is most definitely lacking at the store”
“Started getting deliveries from Sainsbury’s last April and I have to say that the service is excellent. The substitutes which have been very few are always acceptable and the drivers are invariably courteous and helpful.
We will be using Sainsbury’s from now on even after this pandemic has gone.”
“Breached the Equality Act 2010 by harassing and victimising me because I have a non-visible disability. Publicly humiliated me by interrogating me about my health in a public space; they have no authority to do this. It is a breach of the guidelines issued by the Cabinet Office. Called the manager and security on me, a middle aged woman with an inoperable brain tumour, which causes seizures. Tried to violate my dignity by pressuring me to wear a visible marker that identifies me to the public as a person with a disability. Manager was aggressive and disability-phobic and told me they could deny me entry because they were a private company. This is false, all companies have a statutory obligation to comply with the Equality Act 2010. I am taking legal advice and found a law firm willing to represent me.”
“I have been a Sainsbury's customer since 2005 have to change now to Waitrose and Asda because of the customer service in store, quality of products and price inadequate.”
