“After my fifth rescan in store in a row at Weedon Road I had had enough. The 2nd last one was a full trolley rescan. Asked to speak to the manager, I spoke with Ian, couldn’t have been less helpful said rescan are triggered because I must have failed a rescan check at some time and was flagged as a risk account, I did explain I have never ever failed a rescan not once and he wouldn’t agree that the fault may be with Sainsbury’s system, so as well as implying I was a lier he also implied I was a thief. Appalling customer service. I have spoken with customer services who have assured me the Store manager Richard will call me back, no call as yet”
“My Sainsbury's order did not arrive. I had a slot book for delivery of groceries yesterday between 8pm-9pm. My delivery did not arrive. No phone call or e-mail to communicate with me. Tried to contact customer service and was kept on hold for so long, I gave up. I now have the painful task of trying to get hold of someone in customer services for a refund, as the value of the shopping has been taken from my bank account. I won’t be using this service again.”
“Do not go with Sainsburys. Every time I deal with them with my online shopping there is a problem. They think that a £5 voucher helps. If I have ordered shopping I expect it to come, I do not expect there to be an error on their side so that my order is cancelled or I am forced to cancel it for another time.
They are vile!
On 3 occasions now my order has not been delivered because of what they can or cannot do. The customer does not come first. I have been on the phone with them for over an hour all the times I have spoken to them. Disgusting! They do not even have a proper complaints procedure.”
“My family is going hungry because they did not deliver my order. We have been asked to isolate so i cannot go out. Flimsy excuse is the driver couldn't find my address and couldnt contact me either. But my phone works just fine, and he would be the first delivery man who couldnt find my address. It sucks big time. Now, i have to wait 5 days before i can order anything because i have no money left. I was banking on their delivery to feed my family for 2 weeks.”
“I am elderly and usually your delivery drivers leave shopping on porch, more recently in bags left out for them. Twice had the same delivery driver who refuses to put shopping into bags and requests I unload Sainsbury’s containers and pack it into bags myself. Last time, feeling dizzy and off balance, I was unable to cope with it and it was a big order. He took my order away and didn’t leave it. Hoping Sainsbury’s will promptly refund my card payment. It does clearly say on their website the delivery driver will leave the order if bags are provided but this is not true of all drivers, so if you are infirm, heavily pregnant or tired, use Amazon Prime Now with Morrison’s. They deliver in nice clean strong paper bags, email when it is coming, and leave on step and knock the door. They usually wear a mask too. You also get same day delivery and it is free. It is very easy to speak to them, they phone you back if you leave a message online and sort out any problems quickly.”
“I got my home delivery and was told buy driver £37.60 worth of items were out of stock ! The email I had in morning just showed 1 item missing,this keeps happening ! I phoned customer service was on line in total 45 mins to be told sorry and I will get refund in 3 to 5 days rubbish service I am housebound and don’t get out to do my own shopping I will look into changing supermarkets but as I have checked reviews doesn’t seem to me that Sainsbury’s don’t value customers”
“VERY RUDE. !! Closed the phone when i asked for her name. I have never seen such rude customer service. I received damaged product so I had called to see what could be arranged she could only give me a voucher for one of the items. i said fine could i speak to your manager and supervisor she had said neither are in then i asked her name so i could make a complaint and shut the phone. SUCH RUDE SERVICE from a customer service advisor, also very arrogant. Then later I was told her name is Leigh. She needs a job that doesnt involve people.”
“This morning at Sainsbury Kelso, 8 September, while getting a trolley at disabled parking section, I passed these 2 dogs in this hot car with the sun bearing down on them. I took photos. There were 2 windows opened 1 inch each on the right side of the car. No open windows elsewhere. The 2 dogs were panting, one was crying. I went to Customer Service desk in supermarket. They refused to make an announcement to tell the owners. The fellow at the till said he'd tell the manager . I waited, kept looking if anyone was coming, went out to check the dogs again. No one showed up. Went to speak to Customer Services again and he said the manager told him Sainsbury can't get involved. Refused to alert owners or report the plight of the dogs. .Finally after over half hour to 3/4 of an hour of first seeing the dogs, the owners showed up with 2 trolleys of food. The couple in their 60s put the food in car. Wife said they cant leave their dogs home and so what !!! Wasn't bothered in the least. It is a hot sunny day today and inside that car it would be climbing to high 20's.
What shocks me is that Sainsbury refused to make an announcement over the loudspeaker to alert the owners. In a matter of minutes, the situation could have been resolved. What kind of store leaves dogs to suffer!!”
“I purchased some home goods , towels , bath towels. And stationary . Came to over £95 . However on getting home I looked at my receipt, and the bath towels hadn’t been discounted at point of sale as advertised. I called customer service to explain, only to be constantly interrupted, by someone who quite obviously hasn’t the training/ customer service skills to answer any complaints whatsoever. Didn’t care , not interested wanted to fob me off and she put the phone down on me !! Great , shall i shop at Tescos??? Very disappointed Sainsburys!!”
“Terrible after 5 shops in row , summer 2020, never again !.all food expires within 48 hours !! If your lucky a week , terrible. Order houmous x2, mango.and.cheese onion rolls all.expired next day?. Pototoes sack x2 expired in 48 hours ,steaks and.chicken in 48 hours. Refund policy very difficult to find / access on line and after 4 times in a row they stopped refunding ???! And when asked to refynd it to card they dont !they provide voychers so you have to shop there again, well I wont be. This has happened to several of my colleagues and friends who have all advised me to follow there lead and shop elsewhere , i shall! and wont reccomed the? to anyone, awful service. And beware!!! of their car insurance.**** When you call it a company in spain !!!linked to a "dodgy car accident claims company" that calls you contantly re accidents you have never had ?!”
“You might think you are clever making sure I can't get on your home delivery website, but when all this is over I most certainly will never enter one of your stores again. After about 40 years of shopping at sainsbury.”
“I am really shocked that sainsburys Lordshill are letting people in with no masks on,it's the law,l have been shopping there the last 3 weeks,each week l have been,there has been people not wearing masks or face shields,there was a man women and child no masks walking around touching the yogurts she must have picked up about 20 different ones and put them back,you should have a notice up out side saying no face coverings no shop,even your sercurity man and women do not wear nothing,if you have breathing problems then wear a face shield,sainsburys should be looking after there staff and customers,no one is exempt from getting this virus,l wear a mask and face shield to protect other people,l exspect the same for me,it's a pity sainsburys couldn't follow Tesco,if nothing is done about this l will have to take this higher up,you have messages on over your speakers telling to be mindful of other people,what a load of bull that is absolutely disgusting ,l feel like putting all over social media ,not to shop at sainsburys if you don't want to catch this deadly virus”
“No delivery or notification on appt o say would not be delivered. Went to pick up order, order not working. Awful service sainsburys! Using other supermarket.”
“No delivery or notification on appto say would not be delivered. Went to pick up order, order not working. Awful service sainsburys! Using other supermarket.”
“I placed an online order and sainburys didn’t have the items I wanted so sent substitutes costing almost 3 TIMES as much as the items I actually needed. On top of that they still charged me £7 for delivery despite the order now costing over £50 (due to their non-wanted, overpriced extras). Contacted them for a refund, was refused because I accepted the delivery - I’ve never heard such nonsense in my life! I will never order from them again or shop in their stores, disgraceful customer service & dishonest behaviour! They didn’t even send me an amended invoice, I had to work out the price differences myself & only realised then that they still charged me for postage too!”
“I ordered 1 packet of sushi rice as part of my online shop and Sainsbury's sent me 10 packets of nori seaweed as a substitution - and charged me £20+ for the privilege. Pretty racist substitution, why not just send me 1 bag of different rice?
They issued me an online coupon for their site, which didn't go through when I placed an order. I rang customer services and they told me that "it happens and vouchers disappear sometimes" and reissued me with another coupon. Frankly I just want a refund of the money they stole from me but apparently their "subs policy doesn't allow".”
“I had a sainsbury order for online delivery 26th july 2020 at 9pm which they cancelled at 4pm via email so I had no way of going to get my order. They re-booked for 27th at 10-11pm slot as that was all they had left. I waited up till 12pm and no order arrived. I called but they were closed, no email and no call. I have 2 young children. This has to be the worst ever service provided. They do not care about people the service and communication is appalling. They said it was a driver issue late at evening, now unless he took the truck home they would have known about this! So why not call me. Money was taken from my account and showed online as delivered.”
“Never, ever shop online with Sainsbury's.
Firstly they missed out 2 items from my home delivery without telling me or offering a substitute (clearly 4pts of milk and some Greek yogurt are tough to find subs for), despite emailing in the morning saying everything was in stock.
I decided to do an online refund claim to save me calling them. I asked for the cash back because a voucher is useless if I don't intend on using them again. It then says they have to call you back to do it over the phone rather than putting it back onto the card you paid with.
Fine. However 4 days later I get an email with a voucher code on it. I therefore have to call them up and spend 12 minutes on hold to get through to someone called Nadia who takes my details but can't actually help. She says she'll transfer me to the refund team but then manages to cut me off!
I then have to call again (15mins on hold) and finally speak to someone else and then get transfered to the refund person (a short additional hold) who finally took my details and I'll get my money in 3-5 days, at least a week after they took it wrongfully in the first place.
Never will I use Sainsbury's delivery again.”
“Absolutely useless online service. Don't bother trying to order anything "on offer" as your order will be cancelled the day after you have waited in all day for the delivery (on 2 separate occasions in this case).
Customer services simply not interested and kept parroting the standard line of "its in the terms of service that your order can be cancelled".
Get your IT system sorted out so it is "live" and will not allow customers to order products they have no chance of getting. Very very poor - you have been warned.”
