“Just had an online delivery of grocery which was substandard because everything was delivered soaking wet. Cereal boxes and all manner of plastic were wet through. They can’t help the heavy rain but was surprised that due to weather conditions the trays were not cover over and all dry food items were at top of trays. So boxes wet through. Also unpacking the trays noticed several plastic bottles were covered in mauve covered liquid and stains. Finally unpacking tissue boxes , kitchen roll and loo rolls all covered in coloured liquid. Unpacked the items onto hall carpet, driver rushed off quick as we started to bag it up we realised stains and liquid were wine. This was not part of our order and obvious something had split over our delivery. As we had not realised this at first there were drips on carpet. Phoned number to complain and told we had option either to refund some of damaged items or take the whole delivered ourselves back to London Colney store for a refund. Not only is this not our local store , but we would have to bag everything up and take it back ourselves , Sainsbury refused to collect the order. We spoke to several people but just go round in circle. Even head office just put you back to the original team which seem to be in Scotland. My argument is , if if by an item of furniture which is delivered faulty, the store comes and collects it, it is not for me to deliver it back. They refused to even collect the next day , although they would be happy to deliver another order the following day. Although they offered refund of £20 , that is only against another online shop which again they would deliver but not take the faulty goods back. Will never use Sainsbury online again , and such poor custom service will probably never use their store again.”
“Ordered shopping online for home delivery. Received a call 30 minutes into the hour slot shopping should have been delivered to say they could not deliver due to technical issues.
First point is: Did they only just become aware of the problem?
No rearranged delivery times for order placed for at least 5 days.
The refund of money we paid, over £100, will take 3 to 5 days. So, they can take money for shopping order instantly but can't refund for 3 to 5 days.
What would have happened if we had no other funds? No food for 3 to 5 days?
Offer of compensation: £10 off next order. Seriously, you think we will place another order.”
“. “By far the worst online supermarket that I've experienced. Be aware when you are getting delivery on expiry date, most of the products you’re getting are expiring in the same day, or a day after delivery. When you talk with customer services and ask for a manager the answers is ‘no’. I asked to take them to my local store for a refund, the answer was ‘no’ like on the most things you are asking them. Very disappointed and the best is to go in store to check them by yourself otherwise they will deliver what expires very quick.”
“By far the worst online supermarket delivery that I’ve experienced. Be warned - I was told by customer service that the drivers clock off at a specific time and, without informing customers, take whatever deliveries are left in their vans back to the depot. I was sent a nominal online only voucher as compensation - worthless because I won’t be using Sainsbury’s online service again. Not surprising there is no way to email Sainsbury’s customer service. So many negative requests here and on trust pilot. Shame because their in store groceries are good.”
“Online food shop delivered on 10/2/2020 from Cheltenham.The majority of my meat expired on this day and 11/2/2020. Only warned about the wraps having one day to eat. £1.50 refund offered if I went to a different department. No apology even offered!
I’ve been a loyal customer to Sainsburys and spent thousands on my food shops. Since Xmas they have gone right downhill so NEVER again will I be shopping there.”
“Terrible customer service, no help whatsoever. Very rude lady who basically did nothing to help. My order was only half delivered, most of it was left in store and I was told I'd have to reorder it again! She said there's nothing else she can do. She seemed annoyed with a terrible attitude. I tried using their chat line but was told they'd review it internally and I won't get a response,very odd! I thought I'd be amongst just a few bad reviews but obviously not, trust pilot reviews are even worse! I'm surprised at you sainsburys!!”
“Yet again more customers than tills open, at least 3 waiting, on a Thursday afternoon!!!. Tried to pay by self service cash. Only 6 tills out of 20 take cash. As usual queues for the cash tills. Sainsburys Bramingham Luton is the pits”
“THE WORSE GROCERY DELIVERY COMPANY. CANCELLED MY ORDER WITH NO WARNING TAKE TIME OFF WORK FOR A DELIVERY THAT DIDN'T HAPPEN THEIR EXCUSE? WE DIDN'T HAVE ANY COCA COLA ! MY COMPENSATION ? ZILCH!”
“Cheese purchased which ordinarily has a use by date well in excess of what’s needed. Ie last 350g block delivered in December was use by early March. Have had a delivery pass for three years! Shopping delivered Wed evening shortly before a grandchild was rushed into hospital. Didn’t have the opportunity to check use by dates until today. Cheese expires in two days! Rang to complain and explained my reasons for not contacting them earlier but they didn’t care. Company policy is only to refund if you complain day of delivery or next day, regardless of personal circumstances. This has made me very disenchanted with Sainsbury’s . I will not renew my delivery pass this year.”
“Disgrace ordered quoted a price came to ten pound more as only trsf quote approx no help Just terms and conditions now no food as expected which we were relying on, even offered to remove an item no can do no help will never do an online shop again with Sainsbury’s absolutely fuming 😤 Charge loads worse service ever asked to complain no customer service whatsoever”
“Ordered for delivery. When the goods arrived the driver was friendly but I could tell he needed to get moving so I unloaded and thanked him. When I checked my shopping the all the meat went out of date within 48 hours. The paninis went out the following day. I contacted Sainsbury’s whom gave me a standard response and frankly didnt care.
“We sell products until midnight on their use by or best before date, allowing us to reduce wastage in line with our environmental and waste policies. Items classed as having a short shelf life are items dated today’s date or tomorrow. Some items, such as fresh bread and prepared salads have a naturally short product life.
When we deliver your order, any items that expire on the day of delivery or the next day will be on your paperwork and pointed out by the driver at the time of delivery. You can refuse delivery of short-life products and we will automatically process a refund for the items.”
“The meat wouldn't have been as it didn't expire on the day of or after your delivery. Additionally, the paninis wouldn't have been marked as items such as bread have a naturally short life“”
“I ordered online and my delivery never arrived. No contact from Sainsburrys and total amount was taken from my account. I called them the same day and they tried to call the store but they wouldn't pick up. They told me to call again the next day. Same thing happened and customer service was refusing to initiate refund without contacting the store first. After 3 more times I contacted them, I finally managed to get my money back after 9 days of my expected delivery.”
“We took advantage of a £20 off voucher intended for new custoners placing online orders.On checking the amount debited for the order we found that the voucher had not been honoured.The girl at customer services could only off er an evoucher off our next order,What a dishonest way to get new customers! We were left with a bad feeling about Sainsburys”
“Warning. Sainsbury’s own brand cocktail sausages. Pack of 20. Count them if you buy them. Had a pack and was only 19 inside. Thousands are sold. Short changing there customers. Made a complaint and got sent a gift card for £1.60. Very generous don’t you think. They do not really care is my opinion after communication with them.”
“Very sorry but I have been shopping in Sainsbury’s at Bridgend since opened, but it is drastically going downhill. Your nectar app has been telling me oops can’t show you offers, oops cannot give a balance for over a month now. Tried to contact you but failed. Your store has rarely has anyone to ask if a product is available and where it is. Never used to be like that. Why are you still giving vouchers when all should be on app. The vouchers are out of date by the time you go back.”
“Ordered a steam iron from Sainsbury's Online website. After registering all my details and getting my credit card payment approved, I was informed that the item would be available to collect at the Click and Collect point at their Littlemore, Oxford store the following day between 11am and 12.
When I arrived at the store at 11:40 on the day, I followed the signs to the Click and Collect point, which turned out to be a vacant parking area with no sign of any staff, or anything at all.
Customer service inside the store directed me to Argos at the back of the store. Argos said nothing to do with them and sent me back to Customer Service. They said "Go out to Click and Collect" in the car park. I said there is nobody or nothing there.
I was then asked to sit down while they tried to trace the Click and Collect personnel. After five minutes or so, an assistant arrived, only to inform me that the item was unavailable.
Having made a round trip of 16 miles to get to the store, I asked why I hadn't been informed, when placing the order, that it was unavailable. Also, why had I had email confirmation of my order but no email or telephone call to tell me that it was not, after all, available.
They said that my personal details contained a very long phone number and they couldn't reach me when they tried to ring it. I was shown a screen shot, which indeed had a number of digits after my phone number. I have no idea where those appeared from. When I got back home, I rang the very long number and guess what! My mobile phone rang normally. So, porkies were told.
The whole experience was upsetting, cost me petrol money and was a waste of time. Do not bother with online ordering from Sainsbury's!”
“Have always upheld sainsbury for there better quality. I'm very disappointed with the last delivery. Driver turned up late without an apology and a very nonchalant brazen attitude. When asked what sainsburys did for late outcome arrivals he just replied, dont know.
I'm appalled at this mans reply and any training he had or hadn't had.”
