“Pathetically incompetent store and drivers. Had a grocery delivery booked for this evening between 8pm and 9pm. At 10pm, it still hadn't arrived so I called customer service to find out where it was. The first person I spoke to said the store 'couldn't get hold of the driver' and that there was no updates and she told me to wait.
Twenty minutes later I make another call to customer service to find out where my order is, to then be told by a call handler called 'Eloise' that if the driver doesn't turn up by 11pm, then I won't get my delivery. How on earth is this a sensible justification? I asked her to contact the store while I hold the line, she did so and was told that the store 'still couldn't get hold of the driver but that they would send me a notification urgently to update me on my delivery'.
10.50pm, I make the final call, answered by 'Eloise' again, who couldn't get hold of the store as 'they'd closed' and that 'I should try again tomorrow'.. I'm sorry, WHAT? I should try chasing up the delivery of my food? I don't think so, I've paid for a service, and I demand the service I've paid for.
I have filed a complaint with the customer service and have demanded a call from your store manager first thing tomorrow morning with a valid excuse for the driver not turning up with my order, how you are planning to remediate this GROSS MISCONDUCT, and I want recompensation for wasting my time and the distress this has caused. Also I don't care how, but my food must be delivered for 7am tomorrow morning.
Unless your driver has been murdered, there's pretty much no excuse for not answering his phone during working hours either. So perhaps consider some disciplinary action.
I will also be filing a complaint directly with your HQ and will be submitting an FOI request for the exact numbers of your store failing deliveries so that I can take appropriate action in line with Consumers Rights Act 2015.
Thanks”
“We have been Sainsbury customers for more years than I care to remember, Since the beginning of Covid we have ordered online
quite successfully without any complaints .............however lately it has been a nightmare with the page completely freezing and taking several hours to complete an order. Our internet seems to be adequate for other suppliers but not for Sainsburys. I would be interested if the problem was widespread ? One other problem is being a sufferer of Celiac disease if you use their search engine for Gluten free, it contains products which are not!”
“I purchased inspired to cook beef casserole mix as I couldn’t find my usual colmans mix . It was awful tasted of tomato powder , cheap and nasty
I don’t usually write reviews but this was so bad .”
“I’ve been a client for 10 years, we probably spend around 10k a year on groceries in Sainsburys. The last order I placed online was around 100gbp and I got delivered 20% from all of it. The driver told us the rest of the items were left at the warehouse and we were give the option for redelivery or a refund. I was calling to CS for 5 days, they were keep telling me they know nothing about it and there is an investigation going, someone will call me back on the next day. No one ever it and I got tired for begging. I called my bank, the funds were reversed back to my acc. Sainsburys without any further notice blocked my acc and when after 6 weeks I asked so what was all of this investigation about, did they speak to the driver, where are the missing items, the answer was I am not entitled to know that and I will never be able to shop online again. Cry me a river!!! Hello Waitrose, M&S, Tesco…”
“I asked at the pharmacy counter for a product. The gentleman replied by calling to a female assistant who both agreed that they didn't know as things were moved about. I was extremely disappointed as a regular customer as to the lack of interest from the staff.”
“Terrible quality control on deliveries, items going out of date that day, next and mouldy items. Had to work hard for refund on any item as they automatically want to give a credit.
Customer experience is appalling. Second order and will never use again.”
“Shopped at sainsburys, marshall lake, solihull for 20 plus years.
What a depressing shop it now is,
Fresh meat butcher counter - gone
Fresh fish counter - gone
In store cafe - going ?
Lots of empty shelves eg crisps
Silly shelves provided for eg Lindt chocolates (nobody uses) and health / wellbeing (never seen anybody buy any)
Seems to me that Sainsbury has lost the plot and really doesn't know what market it is trying to serve.
Is it just becoming another Aldi ?”
“Have been Sainsburys customer for many years and for the last 2 years had on line deliveries . In the last 4 weeks system has been terrible. Sometimes takes 2 hours to do a £80 shop . Screen keeps freezing and sometimes goes blank. Have tried on different lap top with same results. Now going to shop elsewhere and Sainsburys are going to lose my custom of about £3000 per year plus petrol and other services we have used.”
“Appalling service!! We were having a 60th Birthday Party at home on the 26th Feb. As we would need a considerable amount of drinks and nibbles for 100 guest we decided to order from Sainsbury’s so they could deliver direct to us. We placed the order the week before and selected a delivery slot for the day before. The order was confirmed and delivery agreed for the 10-11am time slot selected. Then out of the blue on the morning of the delivery Sainsbury’s sent a text message saying the order was cancelled. I phoned the number provided to be told that they didn’t know why the order had been cancelled but, they would get someone to call me. Nobody did.
Then at 11am a Sainsbury’s delivery van arrived with all the drink!!
I told the van driver what had happened and he said he had better phone the branch to find out what had happened. The branch said he must not deliver and return the delivery back to them. The drive was flabbergasted and told his manager this was crazy. He said he would get it sorted and the delivery should be delivered later the same day.
Then around 1pm a person called Rob phoned me from the St Albans branch and told me the order had been cancelled and they could not deliver it back to me. Rob who refused to give me his surname was absolutely useless so I asked to talk with the manager. Rob said there was no manager in the store!! I said I couldn’t believe that and he then said there is a manager but they aren’t available as they were interviewing. I told him exactly what I thought that I want a call back. Of course once again no call.
So I was left with no choice than to scour other super markets on multiple trips to purchase the party drinks and nibbles.
So thank you Sainsbury’s and particularly Rob whatever you surname is, I hope you're all proud of your appalling customer service. Never again!!”
“Order No: 598603629 received a call today regarding my grocery delivery due between 10am to 11am, saying van had broken down in Cromer so my delivery would be late, I phoned office at 13.45 only to be told I would not receive my order today, and would have to wait until tomorrow evening as no other slots available to between 5pm to 9pm for my delivery, I had received no call or text to say they wern't coming today after the initial call, I am very disappointed in Sainsburys they could have at least have let me know the situation, I am seriously thinking of changing to another Supermarket if I don't receive my order tomorrow.”
“Online order placed items delivered late, seafood products had literally a 27 hour sell by turnaround, their online support are refusing to do anything about it. I tried Sainsbury's instead of Ocado for the first time in years which will now be the last. Do not do online shopping with them they are using it to shift their soon to be rotting produce.”
“Appalling customer care. Home delivery did not turn up. I understand that timing can change and are sometimes out of anyones control but no contact with me via email or phone to inform me.”
“I have scheduled a delivery for Monday morning 7am-8am and it is 08:40 and I still have not got my order. The driver called my saying his in traffic and will deliver about 9:30. Great! It is working time, how can I stay home till that late?
That was my first and the last order. Horrible service. I strongly do not recommend to use Sainsbury's delivery.”
“A Sainsburys deliver driver attempted to steal some of our items from our online shopping delivery.
We informed the driver that some staple items and big items were missing from our order.
We didn't even get to tell him what the missing items were. He quickly walked away from our front door, duly went to his van and miraculously produced the missing items. He response was that he had "forgotten".
Please check your items before the driver leaves.”
“I stopped ordering from Sainsburys a year ago because of seeing a pattern. Most expensive items in an order often "out of stock" and substitutes of inferior quality and overpriced for what they were. So I marked the account "no substitutions" and the pattern continued - any valuable item would just not be delivered. Checked tesco - the same items listed out of stock (honest at least) rather than being used as clickbait to sell the rest. First time that I tried to do an order in over a year - same thing - the expensive items not delivered. Thank you for reminding me, Sainsburys, why I stopped ordering with you. I won't make the mistake again.”
