“Took 3 attempts to get a delivery. First scheduled delivery was cancelled by text, no explanation but included request to phone to reschedule. Then rescheduled delivery never arrived. Transpired that there were technical issues on the first day and second delivery was not manually added by their customer service (or store?). As first order was cancelled, it was wiped from my account, so I needed to enter all the items again. Third delivery included an out of date item, was "use by" 12 days before so must have been in store for at least 2 weeks.
Two customer service advisors said a manager would call me that day. Third CS advisor then informed me that it takes 72 hours for a manager to call. A week has now passed and still no call.
Website itself is exceptionally slow. Searches for items results in many unrelated items. When adding items from list of favourites, it's bogged down by lots of sponsored items.
I was told by one driver that the store pickers should be refunding items that are short-dated but this seldom happens. One driver refunds on the doorstep.
It's a marked contrast to the store, where the assistants are very helpful and it's a pleasure to shop there. As well as poor service with the online shop, there are now no options for free delivery. Increase in their profits but decrease in their customer service? One out of three of the CS advisors were helpful and it was a long winded process going through the security checks each time. One advisor then failed to find me on the system. It also doesn't help that you can no longer email your concerns and queries, it's phone calls only.”
“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.”
“Shopping online with Sainsbury's has become the most irritating time of my week. Search results produce many irrelevant items eg a search for frozen peas produces a list which contains other frozen veg , not even prioritising peas. Filtering often causes the list to freeze so the filtered list will not scroll. When my delivery package ends I shall be shopping elsewhere as I have tested other supermarkets sites and found them superior”
“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.”
“Both Sainsbury's stores in Wakefield are good the staff are very helpful and pleasant and it's a pleasure to shop there. The one I use most is the one on Ings road the staff on the tills there could not be better. Well done to all.”
“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.”
