“Do not use Sainsbury's online:
1. They failed to deliver half my order;
2. They substituted a red wine for a white wine;
3. They delivered the order 2 hours earlier than booked (and as a result I was not present to check the order and discover 2. above);
4. As a result of 3. I am "deemed" to have accepted the order;
5. I now have to take the white wine that I do not want back to a store to obtain a refund;
6. They substituted prosecco for a more expensive prosecco, but charged me for the more expensive one, not the cost of the one I ordered;
7. After 30 minutes on the phone they finally accepted I was correct about 6., but rather than issue me with a refund, they have issued a voucher, forcing me to spend the voucher at Sainsburys!
Will never use again.”
“my order delivered 2nd oct 2019 my complaint is shorter life produce i am expected to realy eat 3 packs chicken i tikka masala by 3rd october i did telephone to complain . on looking at the other items quite a few more i had to eat by 5th or 6th yes i know you can send it back by delivery person but has he realy got time to check £100.00 worth of goods NO. the pickers are at fault .”
“Loyal Sainsbury's customers, kept getting offered money off vouchers to use online. As not great online shoppers ordered a bulk of dog food (as we have many) with £18 off £60 spend. Ordered 'click & collect' and was given a collection date of this morning between 8-9am. Drove the 20-30 mins to the store to collect, was kept waiting 15mins then advised they did not have the stock, our order has been cancelled, and we should have used the online 'bulk order' system, whatever this is. No notification of this at the point of order, no notification our order had been cancelled and why give me a collection date of today? Rang their so called 'customer service' who did nothing but advise it was in their terms & conditions online......Really I was supposed to read all their terms & conditions to order dog food. Sainsbury's what a let down, great stores, pricing and product range but stick to what you do best and don't make loyal customers like us feel so annoyed with you! Let Amazon do the online and concentrate on keeping your core business loyal.”
“Didn’t have what we ordered so sent…
Didn’t have what we ordered so sent replacement items which weren’t acceptable. We sent them back but 4 weeks later no refund despite 2 phone calls and an email. Not happy!”
“Be aware with online purchases!!!!!Very bad online service offered, I have purchased online for 3 times only and last time I have received products that expired next day or in 2 days. When I called I was waiting for half an hour someone to answer to my enquiry and I was told that they cannot do replacements for unopened product just offered me a £5 voucher for next order. Very appalling service and a manager is not available to answer to your complaint. Sainsbury's you just loose another regular customer!!”
“Be aware with online purchases!!!!!Very bad online service offered, I have purchased online for 3 times only and last time I have received products that expired next day or in 2 days. When I called I was waiting for half an hour someone to answer to my enquiry and I was told that they cannot do replacements for unopened product just offered me a £5 voucher for next order. Very appalling service and a manager is not available to answer to your complaint. Sainsbury's you just loose another regular customer!!”
“Rubbish customer service. I was sold damaged goods without knowing they were damaged then told I could not have them replaced or refunded. Customer complaints were useless and said that by law they did not have to refund or exchange. So they have lost around 6k a month as myself and 6 other family members plus the 7 childrens homes I work across all shopped thete. Wont be now. Great business sense sainsburys.”
“Terrible Service, Delivery expected between 5pm-6pm, it was 7pm it hadn't arrived. Received an email from you to say you have tried to call me and I should call you...No one had called me. I called spent about 30 mins trying to get through to someone who was unhelpful, they stated the order is cancelled due to personal reasons! What exactly does that mean? It wasnt a driver issue or a broken down van as it would say that, however, you had taken my money and would not refund it, there was no one I could speak to apparently either at the store or on the telehone and I should call back at 9am the following day! No offer to help no offer to refund no offer of assistance.
I managed to source a telephone number for the store who the lady there was very helpful and explained a problem with the driver and somone should have explained that when I called and offered to rebook it for the following day! Really terrible service, The staff at the store were wonderful but the service tonight from your online customer service has been totally shocking. Oh best news is when leaving the house to go collect the order there was a Sainsburys delivery being made in our road!
****A warning to all dont order your food its 50/50 if it will
arrive and if it doesnt you will still be charged and have to then collect the delivery yourself or face loosing out all round****”
“Yesterday we ordered delivery through Sainsbury's for the first time. It was due to arrive between 7-8pm. By 8:30pm the delivery still hadn't arrived so we called and they explained that the delivery truck had a punctured tire and would arrive within 30 mins. Eventually, after continuously calling every 45 mins, our food finally arrived at 11:55pm (they never took the time to call us and update us). 80% of the food we recieved was due to expire that same day. So we called in the morning and they said they would refund us the cost of the expired food and the delivery cost. We also asked for a receipt because the driver didn't give us one, they said that would arrive by mail in a weeks time. Later on that day our card was charged £15 more than the "estimated" total of our ordered. We are currently on hold on the phone to sort this.”
“Yesterday we ordered delivery through Sainsbury's for the first time. It was due to arrive between 7-8pm. By 8:30pm the delivery still hadn't arrived so we called and they explained that the delivery truck had a punctured tire and would arrive within 30 mins. Eventually, after continuously calling every 45 mins, our food finally arrived at 11:55pm (they never took the time to call us and update us). 80% of the food we recieved was due to expire that same day. So we called in the morning and they said they would refund us the cost of the expired food and the delivery cost. We also asked for a receipt because the driver didn't give us one, they said that would arrive by mail in a weeks time. Later on that day our card was charged £15 more than the "estimated" total of our ordered. We are currently on hold on the phone to sort this.”
“My wife and I today visited Sainsbury at Helston ....and we write to say how delighted we are with the superb customer care given by HANNAH at the Argos desk ......She assisted in not only Supplying our Items but also in helping us to access the internet to obtain vital data to complete our purchase without re-visiting the store ....please pass to her the sincere appreciation of her efforts ....she is a particular asset in this competitive retail arena .....kindest regards Marilyn and Anthony Soady ...”
“Pathetic. I placed an online order and delivery was supposed to be done between 9-10pm. I waited till 11.30pm and started calling customer care. They said the delivery cannot take place. We didn't receive any prior intimation about this and we had an house warming party the very next day.
They couldn't even arrange something .they didn't inform us and it's we who had to call and Chase them.
Pathetic!”
“I rushed into a Sainsburys local on Fulham Road SW10 to buy a pizza to share for evening meal. I was very surprised when I opened it just now to see such bad quality processing of a pizza. The tomato was very sparsely spread on the dough and the miserly bit of cheese had to be added to to make it look anyway appetising to eat. I hope I can attach photos to show how really awful it was just stretch out photo for full effect of basically a big pile of pizza dough. I eventually managed to make slightly more presentable but wont buy pizza in Sainsbury again.”
“Cant do a weekly shop as there product shelf life is only a few days.
Phoned to complain was told their policy is a 2 days shelf life, well thats great and there trained picker always pick the newest dates I was told god help the people in the store, smoke salmon 3 days shelf life, really funny how I purchased the same with 9 days shelf life.”
“DO NOT USE THEIR ONLINE SHOPPING
I wish that I had read these reviews before buying.
Firstly, I only went to Sainsburys because I had an £18 off your first online shop over £60. They were unable to provide one of the products which brought the total to under £60 and therefore I ended up paying £18 more than expected.
My ice cream was totally defrosted, and some sausages had a use by date of the following day. I didn't inspect things at the time because the delivery was two hours early, and I was just rushing through the front door when he arrived; in any event, I have never had to inspect every date and receipt with Waitrose or Ocado. I advise sticking to them in future.”
“The men's toilets @ Sainsbury's in Alperton are a disgrace as the urinals & toilet cubicles are dirty with urine & toilet paper all over the floor.
The soap dispensers are often empty.
i use the Sainsbury's in Alperton every day for my lunch as my work is local to the store.
i get on very well with the staff & have told them about the dirty flooded toilets countless times. They told me that the contract cleaners would clean the toilets on an hourly basis before, but now they clean the facilities just once in the morning & once in the afternoon. This surely must be a Health & Safety issue in a food outlet....????
One loyal, but very disgruntled customer.
i look forward to hearing from you ..”
“The men's toilets @ Sainsbury's in Alperton are a disgrace as the urinals & toilet cubicles are dirty with urine & toilet paper all over the floor.
The soap dispensers are often empty.
i use the Sainsbury's in Alperton every day for my lunch as my work is local to the store.
i get on very with the staff & have told them about the dirty flooded toilets countless times. They told me that the contract cleaners would clean the toilets on an hourly basis but now they clean the facilities just once in the morning & once in the afternoon. This surely must be a Health & Safety issue in a food outlet....????”
“Terrible experience with Sainsbury's online shopping. Without previous notice, they decided to replace a blender with another one which was double the price. They did not issue a voucher for the difference, and now they are asking us to return the item to one of their stores that is miles far from us, so it will cost us time and money. And not even an apology! The only positive note is the existence of super nice and friendly drivers, the customer care so far has been unhelpful. Customer care from Tesco and Waitrose is so good and professional instead.”
“Third home delivery in a row with out of date product! I had informed you previously and was reassured it wouldn’t happen again, open packets also delivered, you issue a money off voucher that is then out of date two days later, clearly there’s no one checking what your stores or customer service are actually doing, always out of stock of basics, since the departure of Justin king things have certainly gone downhill at Sainsbury’s”
