“I placed my order, only for them not to turn up. I then tried phoning, no answer, the next day I got a text saying that they cancelled it. I then managed to speak to someone, rather than delivering my order the next day, they said I would have to order them again in a different day. It was an appalling service, and Sainsbury’s policies need to be abolished, and their ideas need to be buckled up. I give them 1/10😡”
“Over the years I have had deliveries from other supermarkets at times, but only when I cant get a slot with Sainsburys.
My delivery comes from Sainsburys Barnstaple Devon. The orders are usually missing the odd item due to lack of stock at time order is being picked with the substitute options usually fairly good and usually more expensive BUT Sainsburys refund the difference in price - since the pandemic caused staff shortages the difference is refunded by voucher in your grocery account almost instantly.
This morning's order confirmation email showed items missing and not substituted.....so I called Barnstaple and spoke with the delivery manager. He immediately apologised and offered to see what he could do.
Happily surprised he called me back. He was again sincerely apologetic that this had happened but confirmed that he was able find the items and has put them with my groceries for delivery!!! What a star!
This is not the first time that Sainsburys Barnstaple has proved to me that they value their customers - a handful of years ago an error was made with a gluten free item ordered where it had accidentally been replaced with the gluten version. The manager at Barnstaple not only apologised, but sent a card, flowers and gluten free items as an apology gift.
The managers at Barnstaple go above and beyond what I would ever have expected, particularly in this day and age of 'take it or leave it'!
I would also like to add that the delivery guys and girls have always been friendly and dont make me feel rushed, and always arrive within the time slot!”
“Over the years I have had deliveries from other supermarkets at times, but only when I cant get a slot with Sainsburys.
The orders are usually missing the odd item due to lack of stock at time order is being picked with the substitute options usually fairly good and amazingly, if Sainsburys does have to use a substitute that is more expensive they always refund the difference by giving you a voucher for your next shop. They used to just refund the difference but the pandemic has caused problems with this due to staff shortage.
This morning's order confirmation email showed items missing and not substituted.....so I called Barnstaple and spoke with the delivery manager. He immediately apologised and offered to see what he could do.
I was happily surprised when called me back. He was again sincerely apologetic that this had happened but confirmed that he was able find the items and has put them with my groceries for delivery!!! What an absolute star!
This is not the first time that Sainsburys Barnstaple has proved to me that they value their customers - a handful of years ago an error was made with a gluten free item ordered where it had accidentally been replaced with the gluten version. The manager at Barnstaple not only apologised, but sent a card, flowers and gluten free items as an apology gift.
The managers at Barnstaple go above and beyond what I would ever have expected, particularly in this day and age of 'take it or leave it'!
I would also like to add how friendly and respectful the delivery guys and girls always are and always arrive within the time slot!”
“Received first delivery today. Had received email that morning telling me had replaced stewed steak 400g tins x 3 with 200g tins x 6. Did not realise until found receipt under shopping after driver had gone that the cost of 6 small tins was £6 more than 3 large tins. Absolutely furious and feel robbed. Called customer services asking for refund. Angela answered phone and was very rude, trying to talk over me all the time. She was not interested in taking my name, order number or hearing about the problem. She talked over me just repeating that I should have read terms and conditions. I think this is robbery. I can return the tins to nearest shop which is 15 miles away in the middle of a pandemic or accept a voucher for a supermarket I no longer want to use”
“I have just incurred excellent support from a lady called Lynn who resolved my query using empathy, logic with a good does of humanity.I have tried to email Sainsbury's regarding this but the email bounced back. Sainsbury's you need more Lynn's on the end of your phones.”
“Once again, last night our order never showed up. Waited and waited, then called, was put on hold for half an hour, and then accidentally disconnected by Sainsbury's while they were taking my details. No one called me back. When I finally got through to them this morning, they said "the driver ran out of time so fulfill the delivery" (or bother contacting us to let us know). No food for the kids breakfast this morning. Not the first time this has happened, so we are shifting to Morrisons.”
“Got a click and collect from leigh store and the bowl out my dish set was broke so the girl (Amy) said she would bring a bowl to me after her shift and she did so a big thank you for that”
“We ordered some celebration food/platters for a gathering of 6 for two separate sittings. It was stressful enough trying to manage the celebration whisky adhering to Covid guidance so it seemed sensible to delegate the food to Sainsbury's. We paid online and arrived at the store 30 mins before the event. No food, the manager had no information and as it was an express store there was not enough variation in the store to make the order. I then had to spend my own daughters celebration food shopping and cooking food. They put source the event food so cannot tell me what happened. Please do not trust this service for a celebration.”
“First time used click and collect, several chilled goods expired on day collected or the next day, quite poor really. Turkey mince had actually ballooned the packaging so threw it away. I am retired and live alone so will not use this service again. To add injury I spent 30 mins writing an email complaint to find that they no longer accept emails!
So phoned and spoke to a nice Scottish lady but was no help whatsoever. I was not after a refund but after reassurance that they were not 'offloading' sell by dates via click and collect. Will try Asda next time.”
“In September I called in Sainsbury's Rowley Regis to get fuel, although there is a sign in the kiosk asking customers to wear a face covering the majority ignored this and were not asked by staff to wear one (it seems normal there) and the area has a spike in Covid cases I wonder why. If these people want to ignore the regulations the company should close the kiosk and people should pay via a night window why can't the Company see this solution? I complained to customer services after complaining to Resolver and was told they will look into the matter but will not inform me of the outcome, a complete whitewash in my opinion. It took over a month and Sainsbury's hadn't responded hence my call to customer services. My advice go elsewhere I won't go to any branch of this firm again.”
“I have serious health/lung condition. I have had to kneel on my front doorstep to put my shopping in bags as shopping now is bagless. I asked the driver to transfer shopping but he said if he put shopping in the bags I provided I would have to lift the bags anyway.
I phoned customer service, very dismissive and said it was now co policy and it was drivers discretion whether to help or not.
I am very aware of the need to use less plastic but am not at all sure that to make the elderly and ill grovel on their doorsteps is the way forward.”
“I am extremely disappointed with the on line food shopping delivery. Firstly my order didn’t arrive at all no email or text message nothing! after contacting customer services they booked me a slot for the next night. It arrived on time but with half the order missing I went through the order and 3 pages of shopping hadn’t been delivered how can this happen ? Customer service have promised I will be refunded in 3 to 5 days but I have paid for over £50 of shopping that I haven’t received It’s madness no more online shopping for me.”
“ACCOUNT OF EVENTS AT SAINSBURY’S IN BEACONSFIELD TODAY BY A CUSTOMER
"You could have been stealing!?" A young Sainsbury's employee addresses a customer in Smart Shop area today 6 October 2020 at 17:33. This is witnessed by another employee, a mature lady.
My only purpose to visit Sainsbury in BEACONSFIELD today was to process my child's prescription where the pharmacist told me that this will take 10 minutes. Although I did not want anything in particular from the store, I went on to pick up a handset since it was a good time for reductions. I also looked at magazines to kill time. When I returned to Lloyds pharmacy, my child's prescription was ready for collection.
Then I went to Smart Shop and paid for all my 11 items, which I had packed in my rucksack (I did not have my shopping bags with me this time). On leaving the Smart Shop area the alarm went on exactly when my trolley with my rucksack in it passed. I looked back concerned and asked the staff there: "Are you okay?". Then a young member of staff approached my trolley and asked:
"Do you have alcohol?" "No," I answered.
"Do you have meat?" "No," I answered.
Then to my surprise, he has reached for my rucksack and without my consent put his bare (no gloves) hands and started to empty all the food items from it.
"I do not want you to handle my food with your bare hands," I told him.
"I just washed my hands!" was his answer, which was followed with:
"Do you have chicken?" "No" I answered.
"You could have been stealing!?"
"How dare you?!" I responded.
I was bewildered and become distressed and upset, asking for a manager's intervention. The young employee pointed out at his colleague nearby who swiftly came out with excuses like:
"This is the procedure!"
I kept asking for a store manager to help me in this oppressive for me situation and I was told to go to Customer Service. The young employee’s comments followed me with:
"Nobody will tell you are right!!!"
After a while, in Customer Service, a manager came but did not introduce themselves. I explained to her what just had happened. I was feeling sick and I was upset. Her response was indifferent, and she could not have cared less. Another manager joined her shortly.
"We are sorry you feel this way." was the best they could do. However, he said:
"I promise you that this will never happen again. I am his line manager, and I will deal with it after you are gone."
It was clear that they wanted me out of sight and out of mind.
Both managers were not interested in how to contact me with their feedback following their investigation of an incident where I was abused and offended by their member of staff.
I explained to them that them saying sorry is not a satisfaction to me after an unwanted ordeal which I was just subjected to by their member of staff. There is obviously a problem with some members of staff behaviour towards customers in this store which reflects poor leadership and inadequate staff training.
When I expressed that the only way a store can satisfy an abused customer is a financial reward which by the way will never remove the damage caused in a form of distress, bad feeling, upset and so much wasted time, just waiting for the managers to turn up and then talking to them in a public space.
Then, he, the manager pretended, in my opinion, how indeed disgusted he was with me even daring to mention a financial reward to compensate a customer who just spends some money there, and at the same time is drawn into an abusive incident.
When I realised the manager's applied avoidance tactic, I informed both managers that herewith was my oral complaint to be recorded please as a complaint and I provided them with my postal address due to receive a response.
I look forward to hearing from you, Sainsbury in BEACONSFIELD.
Witnessed, experienced and recorded by a customer on 6 October 2020.
Dear Customers, object appalling customer service when subjected to it.
Object abuse and take care if you are an ethnic minority person like me.
I have sent an email to customer service Sainsburies ABOUT THIS INCIDENT LAST NIGHT to only find out that this email service ceased its existence. The extraordinarily unhelpful, unfair and ineffective system created only to deter customers from raising their legitimate complaints.”
“"You could have been stealing!?" A young Sainsbury's employee addresses a customer in Smart Shop area today at 17:33. This is witnessed by another employee, a mature lady.
My only purpose to visit Sainsbury in BEACONSFIELD today was to process my child's prescription where the pharmacist told me that this will take 10 minutes. Although I did not want anything in particular from the store, I went on to pick up a handset since it was a good time for reductions. I also looked at magazines to kill time. When I returned to Lloyds pharmacy, my child's prescription was ready for collection.
Then I went to Smart Shop and paid for all my 11 items, which I had packed in my rucksack (I did not have my shopping bags with me this time). On leaving the Smart Shop area the alarm went on exactly when my trolley with my rucksack in it passed. I looked back concerned and asked the staff there: "Are you okay?". Then a young member of staff approached my trolley and asked:
"Do you have alcohol?" "No," I answered.
"Do you have meat?" "No," I answered.
Then to my surprise, he has reached for my rucksack and without my consent put his bare (no gloves) hands and started to empty all the food items from it.
"I do not want you to handle my food with your bare hands," I told him.
"I just washed my hands!" was his answer, which was followed with:
"Do you have chicken?" "No" I answered.
"You could have been stealing!?"
"How dare you?!" I responded.
I was bewildered and become distressed and upset, asking for a manager's intervention. The young employee pointed out at his colleague nearby who swiftly came out with excuses like:
"This is the procedure!"
I kept asking for a store manager to help me in this oppressive for me situation and I was told to go to Customer Service. The young employee’s comments followed me with:
"Nobody will tell you are right!!!"
After a while, in Customer Service, a manager came, and I explained to her what just had happened. I was feeling sick and I was upset. Her response was indifferent, and she could not have cared less. Another manager joined her shortly.
"We are sorry you feel this way." was the best they could do. However, he said:
"I promise you that this will never happen again. I am his line manager, and I will deal with it after you are gone."
It was clear that they wanted me out of sight and out of mind.
Both managers were not interested in how to contact me with their feedback following their investigation of an incident where I was abused and offended by their member of staff.
I explained to them that them saying sorry is not a satisfaction to me after an unwanted ordeal which I was just subjected to by their member of staff. There is obviously a problem with some members of staff behaviour towards customers in this store which reflects poor leadership and inadequate staff training.
When I expressed that the only way a store can satisfy an abused customer is a financial reward which by the way will never remove the damage caused in a form of distress, bad feeling, upset and so much wasted time, just waiting for the managers to turn up and then talking to them in a public space.
Then, he, the manager pretended, in my opinion, how indeed disgusted he was with me even daring to mention a financial reward to compensate a customer who just spends some money there, and at the same time is drawn into an abusive incident.
When I realised the manager's applied avoidance tactic, I informed both managers that herewith was my oral complaint to be recorded please as a complaint and I provided them with my postal address due to receive a response.
I look forward to hearing from you, Sainsbury in BEACONSFIELD.
All customers please stand up for yourselves if subjected to appalling customer service at SAINSBURY'S IN BEACONSFIELD.
Take care especially if you have an ETHNIC MINORITY ACCENT!”
“"You could have been stealing!?" A young Sainsbury's employee addresses a customer in Smart Shop area today at 17:33. This is witnessed by another employee, a mature lady.
My only purpose to visit Sainsbury in BEACONSFIELD today was to process my child's prescription where the pharmacist told me that this will take 10 minutes. Although I did not want anything in particular from the store I went on to pick up a handset since it was a good time for reductions. I also looked at magazines to kill time. When I returned to Lloyds pharmacy, my child's prescription was ready for collection.
Then I went to Smart Shop and paid for all my 11 items, which I had packed in my rucksack (I did not have my shopping bags with me this time). On leaving the Smart Shop area the alarm went on exactly when my trolley with my rucksack in it passed. I looked back concerned and asked the staff there: "Are you okay?". Then a young member of staff approached my trolley and asked:
"Do you have alcohol?" "No," I answered.
"Do you have meat?" "No," I answered.
Then to my surprise, he has reached for my rucksack and without my consent put his bare (no gloves) hands and started to empty all the food items from it.
"I do not want you to handle my food with your bare hands," I told him.
"I just washed my hands!" was his answer, which was followed with:
"Do you have chicken?" "No" I answered.
"You could have been stealing!?"
"How dare you?!" I responded.
I was bewildered and become distressed and upset, asking for a manager's intervention. The young employee pointed out at his colleague nearby who swiftly came out with excuses like:
"This is the procedure!"
I kept asking for a store manager to help me in this oppressive for me situation and I was told to go to Customer Service. The young employee's comments followed me with :
"Nobody will tell you you are right!!!"
After a while, in Customer Service, a manager came and I explained to her what just had happened. I was feeling sick and I was upset. Her response was indifferent and she could not have cared less. Another manager joined her shortly.
"We are sorry you feel this way." was the best they could do. However, he said:
"I promise you that this will never happen again. I am his line manager and I will deal with it after you are gone."
It was clear that they wanted me out of sight and out of mind.
Both managers were not interested in how to contact me with their feedback following their investigation of an incident where I was abused and offended by their member of staff.
I explained to them that them saying sorry is not a satisfaction to me after an unwanted ordeal which I was just subjected to by their member of staff. There is obviously a problem with some members of staff behaviour towards customers in this store which is a reflection of poor leadership and inadequate staff training.
When I expressed that the only way a store can satisfy an abused customer is a financial reward which by the way will never remove the damage caused in a form of distress, bad feeling, upset and so much wasted time, just waiting for the managers to turn up and then talking to them in a public space.
Then, he, the manager pretended, in my opinion, how indeed disgusted he was with me even daring to mention a financial reward to compensate a customer who just spends some money there, and at the same time is drawn into an abusive incident.
When I realised the manager's applied avoidance tactic, I informed both managers that herewith was my oral complaint to be recorded please as a complaint and I provided them with my postal address due to receive a response.
I look forward to hearing from you, Sainsbury in BEACONSFIELD.
All customers please stand up for yourselves if subjected to appalling customer service at SAINSBURY'S IN BEACONSFIELD.
Take care especially if you have an ETHNIC MINORITY ACCENT!”
“My wife and I purchased a packet of Jolly Hog Proper Porker sausages and have to say as seniors of some experience we have to say they were fantastic and one of the best sausages we have tasted in many a year.
We have informed Jolly Hog and thought your other customers should also know they are certainly recommended.”
“Absolutely horrific
Absolutely horrific! They took payment, didn't deliver my order, canceled it without calling me and then refused in customer service to do anything about it. I will never order with them again!”
“Sainsbury's you meanies£1.40 for a toasted teacake but I have to pay extra for enough butter to go on it. Staff great everything as it should be re Corona”
“I have been a weekly customer, until now. Reading that Sainsbury's has found it necessary to have "black" only safe areas in their stores has made me boycott the store from now on, and encourage friends and family to do the same. I'm not a racist, and I believe in a multicultural society, where nobody is discriminated against for their race, religion or sexual orientation. Having an area where white people can't go is discrimination. If the store has a problem with racism, they should deal with it in the normal way. What's next, a dedicated black shopping hour, where people can shop happily without having to put up with white people around!”
“Delivery made to us on Friday2 nd at 9pm unpacked and put into the fridge, when cooking on Sunday 4th I noticed the chicken, diced beef, salmon, cod loins, strawberries, Raspberries all had a use by of 4th October, if I wasn’t half way through a self isolating period then the lot would have been dumped on the customer service desk, I have phoned their help line and all I got was that they would pass my comments on, pretty poor service and defiantly not using home delivery again, I managed to cram all The meat into the small freezer we have and have had to use up all the short fruit.”
