“My home is second floor and there is no lift on building. The driver just carried my order to first floor. I was alone and the driver did not help me to carry. I called customer service to complain. They didnt care about it.
They are not professionals.Never order from Sainsburys...”
“POOR DELIVERY SERVICE - EVEN WORSE CUSTOMER SERVICE!!
I wish I had read some of these reviews before signing up for 3 months delivery service - definitely would NOT recommend Sainsburys for home delivery service!!
I set up an account 2 weeks ago as a new customer for home delivery service. First week they delivered mouldy strawberries. Driver took them away, but I then had to go to the store to buy replacement pack. Spoke to the duty manager and was given £3 refund! Manager said he would speak to staff selecting produce for home delivery and remind them to select produce in good condition. Clearly this didn't happen.
This week, I received parsnips and red onions which were both already rotting and once again had to buy replacements. Emailed Sainsburys on Wednesday and it took them until today (Saturday) to reply. They have given me £4 compensation.
They do not seem to understand that I am ordering online to avoid having to go to the store - but due to the poor produce they deliver, I have to go to buy replacements!! I do not think the compensation is adequate - when I have to spend time and petrol driving to the store. The customer service team have clearly demonstrated a 'couldn't care less attitude'. Will shop elsewhere from now on.”
“Bad, sorry, awful experirnces in the past, like delivering ONE sprout in a plastic bag! Today wrong coffee, asked for £22 leg of lamb, got £15 not big enough.”
“Have had good experiences from the online grocery shopping in the past but the items delivered yesterday evening were mostly within 2 to 3 days of their use by date. Who has their shopping delivered on Friday eve at 5pm and has to eat it all by Sunday/Monday eve?! A couple of items were use by the next day and a punnet of Taste the Difference tomatoes were virtually rotten. I will be shopping elsewhere from now on. I did engage in an online chat with an employee who was unhelpful...they cut me off in the end!!”
“Having tried to return an item to the Castle Court Store, queued up twice as I had to find something else to buy as an exchange and then told what I was going to exchange wasn’t suitable, infuriated me. I had spent at least 30 minutes trying to sort out this issue, and could no longer queue up again. I then tried again several days later to exchange the item, which had considerably reduced in price, and as I had not exchanged the item a few days prior they could now only honour the reduced price. I am so disappointed with this store and the whole lack of respect for the customer, after all the reason I had to return twice to the store is because I was originally misinformed by one of their staff, ironic!”
“I’ve been using Sainsbury’s online for over three years and until recently been very happy with the service. Recently though the perishable goods have been very close to their use by dates, the products such as bread have been squashed and the items not packed properly. But tonight was the final straw. I complained to the delivery driver that there weren’t enough bags. He became very aggressive and told me it wasn’t his fault. Eventually I had to close the door on him as he wouldn’t let it go. I called Sainsbury’s to complain. The driver told them I’d been swearing at him. This was the final straw. To be lied about. Sainsbury’s have received the final order from me. ASDA, Tesco or Morrison’s will be getting my weekly custom from now on.”
“To summarize:
- Bad website not very informative
- Check out process do not give an alert or warning to tell you can't do a bulk buy of items
- Customer service is poor at -ve100% bad!
- Managers has no authority to reconcile or make up for any inconveniences
- Very rude customer service who just want to get on with every call and leave the customer unsatisfied
- Very bad people without no understanding and they tend to team up against you!
- Overall just avoid this service! I would not spend a good 2 hours typing this stuff for no reason I was very annoyed and upset about this!
See below for details:
VERY BAD EXPERIENCE!!!!!!!! AVOID THIS DELIVERY SERVICE!!!!!!!!!!!!! I literally just got on a 1 hour call with them trying to complain about the bulk Highland springs water I bought. Basically I registered online as a first time customer to order some stuff for myself and hopefully get the promotional offer of £18 if your order is more than £60. I tried to order 20 packs of 6 x bottles of highland springs water and was charge normally with delivery charge. Next day came I only got 6 packs of the water and the driver was saying I can't order that much and was only charge for 6 packs. There was no really benefit from doing this as I did not get my £18 off and even worst I did not get the 20 packs I ordered. I phoned customer service immediately to discuss this and the first one to answer explained to me that it was on the terms and conditions that you cannot buy more than 6 packs and should arrange for bulk buying. However my argument was that in the checkout process I was successful on placing the order without no alerts or notification to let me know I cannot order that much I should arrange this much order with customer service. But to be honest how many people really do read all of the terms and conditions but even then people will forget too as we are human. Why can't they have like a tool that in the checkout process it will give an alert that you cannot buy this much and should arrange for it. I did not really get any satisfaction from this, got charge with delivery fee for 6 packs only that i could have done myself and did not get the £18 promotional discount. So I told them I don't want the product and take it back, the lady kept arguing "terms and conditions", "terms and conditions". So I told her can I speak to the manager because this is getting ridiculous and she laughed and put me on hold. SO RUDE!!! Next person I spoke to the supervisor same thing argued about terms and conditions and did not admit the fact that it is also a mistake on their website allowing us to order that much of items without no alerts or warnings whatsoever. So I finally spoke to the manager expecting that he could probably do more for me, but NOTHING again just still pursuing the fact it is on the terms and conditions before you register. But like I said how many people go through all those paper works and people will forget. How easy is it to add something on their checkout process which won't allow you to bulk order! Then this whole mess would have been prevented. Manager was not helpful did not offer any compensation for the inconvenience, has "zero" sympathy, has "zero" managerial customer service, has "zero" understanding for customer. Lastly, the lady I spoke to originally mentioned about giving £9 voucher as good gesture and I mentioned this to the manager and he told me that he will not even give that to me as he needs to listen to the call. So I told him okay listen to the call as I am 10000000000% sure she said that and if she does said that give me a call to let me know if I am receiveing that. He told me that he will still not give it to me as it should not be allowed; even if she said it or not either way I will not authorise it.
I hope this review will help a lot of people and make sure these Sainsbury's staffs are looked into. The website too is so poor they told me a lot of people have made the same mistake and they argued the same thing that people don't read the terms and conditions. But how easy is it to add a tool in the checkout process which will alert you or won't allow you to bulk buy without getting in touch of customer service to arrange the delivery???????
Staff's name:
-Manager "BEN"!
-Supervisor "MICHAEL"
Not sure about the lady I spoke to originally but in case Sainsbury's operation read this review, I made the call on the 28/12/2017 at 12:16pm for 53 mins!
SO DISAPPOINTED!!!!!!!!!!!!!!!!!!!!!”
“Hi, recently my mother had an accident in one of your stores. I'm absolutely disgusted in how the situation has been dealt with. She went to customer services to tell them what happened, they pretended to fill a form in with the details and gave her very basic first aid! They told her they would report it to head office and they would be in touch. Two weeks later she hadn't heard anything so chased it up. To be told they hadn't reported it!!! And are not doing anything about it. It was one of Sainsbury's products that broke when picking up that caused this accident. And to be told she isn't receiving any compensation I find shocking, and the customer service extremely poor!!! She is a regular to your shop but not for much longer if I can help it. Many thanks.”
“Your order number: 192481703
Feedback:
Hi I feel impelled to write feedback on here as I have unfortunately found Sainsbury’s online shopping service absolutely appalling !! After getting really stressed out with my work and struggling to find time to get to Sainsbury’s I decided to try online shopping , which I’ve always been a bit nervous about in the past , my first order turned up on time with everything I had ordered and I was really happy , however since then things have gone drastically down hill , a fortnight ago I ordered shopping to be delivered online only to receive a phone call approximately an hour before delivery to say there was a technical error and I wouldn’t be receiving my shopping , disappointing but as a one off I understand technical issues occur , I was also offered a £15 online voucher as a kind gesture for my disappointment. so Wednesday evening I ordered my shopping again using my £15 voucher and total disbelief 1 hour before delivery I was called to say no driver available!! So my order had been cancelled, twice in 2 weeks I find incredible a real thumbs down for Sainsbury’s, I also asked the guy who called me about my £15 voucher as I’d used it on my cancelled shopping order and was concerned I wouldn’t be able to use it again to be told “ring customer services I’ve no idea “ . Sainsbury’s has always been my favourite shop but this has made me a very unhappy customer, I wouldn’t feel I ever had the confidence to order my shopping online with Sainsbury’s again so an online voucher now would be useless to me anyway . I’m sorry Sainsbury’s but dreadful dreadful service to a loyal customer , I shall be trying Tesco’s from now on .
Regards
Karen saddington
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Customer Id:
Reference Id: URPpu06td8ObpytPlXOOUKOiXtx1
App version: 1.12.9 (1.12.9.136)
Device model: iPhone8,1
iOS version: 11.1.2
Sent from my iPhone”
“They have badgered me to try online service for 5 years. i did. They missed the delivery and did not communicate (claimed to of course). Two phone calls to try and sort (they fail but talk of a voucher for my trouble) . They then cancel my order. I phone; they reinstate order, agree a £25 voucher, then tell me it replaces the £18 voucher I used and that the £7 covers the extra cost of delivery. I then explode and cancel the whole thing. They still have my money as it takes 7 days to credit my credit card.
I doubt i'll even be using the branches from now on and i estimate that in today's money, over the last 40 years I have spent £80,000 with them.”
“I parked at Sainsburys car park on Market Street in Huddersfield.
I lost my ticket whilst in town and advised a member of staff about the situation and I was specific about the time I arrived at the car park. I just wanted to pay for my parking and obtain a new ticket to be able to exit the car park at the barrier.
The car park attendant told me told me to go into store and the staff would issue me a ticket to exit the carpark.
I was shocked to be told that there would be a £50 fee to get a new ticket.
I shop at Sainsburys regularly and I am normally happy with the service I receive. This felt like a very poor way to treat customers or potential customers.
I was eventually told that if I spent £15 in store I would be given a new ticket, and this is what I did in the end.
It took me around 40mins to resolve what I would have considered a simple common issue. Very disappointing!”
“Thought I had ordered online, only realised maybe it hasn’t worked when realised I hadn’t been notified to collect in store. Went back to find no email.. rung customer services to be told something went wrong with the transaction (not my fault). I was annoyed because not only was I inconvenienced but the 25% off sale had now ended. I asked if given the circumstances the 25% discount (for the same items) would still be honoured - I was told no... I thought this was the least they could have done. I used to buy lots from ‘Tu’, this has really put me off.”
“Online grocery shopping not delivered, because driver couldn't easily find the address...even if i had left clear directions that it is a tricky site to access and they should call me if they have trouble. If they are not able to deliver to a place they should clearly state it on their website in advance! Sainsburys clearly puts too much pressure on their drivers and tight time-frames, not leaving them enough time if a place is tricky to find. Driver had to move on and my order was automatically cancelled without anyone even informing me of that. Terrible service. And after spending an hour on their helplines without anyone taking responsibility, they offer me a £5 online shopping voucher...you must be kidding me!”
“Don't use Sainsburys Online Shopping, Worst service ever. Last night the delivery failed to arrive after I specifically left clear directions that my house is tricky to find and the driver should call me if they cant find it. Driver called me only after he spent 20 minutes looking for the place and had decided to move on. Clearly didn't read directions. I called Central Sainsburys helpline and they said that the driver would come back for my delivery, but still never showed up. Then today I was handed over from helpline to helpline no-one taking responsibility and eventually informing me that they refunded my payment and cancelled my order.
What is the point of online shopping and home delivery if you can't rely on it to arrive. Obviously the fact that I live in a place that's tricky to access IS the reason that I have a need for home delivery of groceries, if Sainsbury's can't find an address then they should state it clearly on their website, before I pay for groceries and spend a whole evening waiting for them to be delivered! Basically there is no guarantee of service: "you shop, we might or might not deliver, depending on our mood"
I don't only blame the driver, Sainsburys obviously puts pressure on their drivers to deliver as many groceries as possible within tight time-frames, the driver was clearly apologetic and stressed out and had to move on to the next delivery. SO it's a central management issue, Sainsbury's has to put less pressure on the delivery drivers so they can actually have time to read the directions that customers leave and have enough time to clearly and calmly communicate with the customer about the delivery.
On top of this and only after asking them for some kind of reimbursement, central customer service offered me an insulting £5 online shopping voucher as compensation for my trouble! Ha! how am i even meant to use that if you can't find my address???”
“Ordered cast iron casserole dish but it wasn't delivered as store had none in stock. Why do they advertise nationally "home" items if they can't honour the order?”
