“Purchased a fresh cream yule log for xmas eve very disappointed tasteless is a under statement hardly any cream and very bland would have been better of buying a choc swiss roll much tastier and less than half the price not good sainsbury's”
“Did online shopping for an elderly relative. Was charged £11 for a frying pan priced at £5. Customer service not helpful and will not refund the overcharge.”
“Having accumulated close to £100 worth of groceries I was expecting at the very least a polite reception at the cash desk. My experience left me both disappointed and angry.
The customer service I received was both ignorant and offensive. The young male cashier lacked emotional intelligence and only communicated when I asked if I could use my nectar points. My purchases were thrown through the scanner and there was little or no eye contact. Having had to endure the lack of social distancing from some customers who seemed intent on promoting a panic scenario perpetuated by the media, I will now seriously consider taking my custom elsewhere. Politeness costs nothing. Shame on you Sainsburys. Try schooling your cashiers in courteous behaviours.”
“A very concerning lack of social distancing at your Chichester store. No two meters while queued outside, many people jump the queue by going in the entrance including staff, only about 60% use the hand station and trolley spray, less than 20% spray their baskets and so many refuse to wear facemasks (never seen so many people exempt!) and they are rarely challenged to do so. The appearance of the external areas of the store is very disappointing with overflowing bins, trolleys full of rubbish and litter everywhere, we are in a pandemic people!
In store is worse, absolutely no one way, no social distancing, no cleaning stations, no two meters at checkout.
I shop here twice a week, every Thursday morning for my parents and Friday morning for us and its the same every week.
Surely Sainsburys has a duty of care towards staff and customers?”
“There is an appalling system in place for how customers complaints are dealt with.
The CEO Simon Roberts claims to be interested in customers views and experiences, but as I see it it’s all for show and what looks good for PR.
I am shocked at the response of not taking my complaint seriously.
The highest level claims to be ‘executive leave’ but the are in fact just another call centre thus misleading customers.
The general customer care line will not help any further and then block you from requesting to speak to the store manager.
It is unbelievable that a store manager is taking instructions from inexperienced 20 year olds.”
“Got an email yesterday to say there was problem with the payment. Called the number as advised by Sainsbury's and provided payment details which were declined (again). Was asked to get my husband to call so they could re- try the original payment method. Husband who is a chef and stupidly busy called from work and it was declined again- and this time as it was the third attempt the order was cancelled. What? As customers we did nothing wrong and followed instructions and were then told our Christmas shop was non existent after all the time it takes to do it online and after waiting a week for a terrible delivery slot. After a few phone calls Sainsbury's contacted the store and they took the payment (what a massive stress) and we received e mail confirmation that it was going ahead but then our 10pm -11pm time slot passed with no delivery. I called last night and got a message to say 'we are closed' I have called today and a customer service rep called the Warrington store who have said that apparently they will call me back today. I advised I was not happy with that answer and was told by the 'customer service' representative that he wasn't the delivery person so he couldn't tell me what's happened. professional ... not very. The problem here is not necessarily a fault with Sainsbury's system but with the staff. If we were told to contact our bank first before making another payment attempt we would have and if I wasn't talked to like an idiot by the customer service rep I spoke with this morning I wouldn't be writing this complaint. 433989622.”
“I use the local Sainsburys (Wrexham) rather like a corner shop and overall I'm more than happy with their stuff...but what on earth is going wrong with their meat?? I found it to be on the decline for many months but persevered out of convenience more than anything else, however I can't see myself buying anymore meat from them. Everything seems to be pumped full of water, especially the chicken & bacon..even the steak gives off so much water its like broiling one not frying.”
“One star is not due to Sainsbury's product quality or instore experience it is purely because of their poor online contact relating to damaged or spoiled goods.
We have been buying online from Sainsbury's every week since March 2020 with an average weekly spend of £110.
Our only complaint relates to their refunds/returns policy which used to be convenient & online, but now they have removed this option and replaced it with the following options: Contact by Telephone, Facebook, Twitter & BSL. You can forget telephoning them as it's virtually impossible to get a reply (okay if you want to spend your day in a queue listening to music and annoying automated voice messages).
Facebook & Twitter are not an option for us and we have heard from other people that both of these options do not work well either.
We lose between £5 & £7 per week by not being able to return or get a refund on damaged or spoiled goods which due to their changed policy is totally unacceptable. It is very frustrating that there is now no acceptable method of making contact with Sainsbury's should you have a problem with their delivery to you. Checking every item of your delivery at the door does not go down well with the delivery driver as he is working to a strict delivery schedule.
M Deegan”
“Very poor customer service. I purchased 12 bottles of Bollinger champagne online when on offer. I know the T&Cs but it is obvious Sainsbury’s has a lot to learn from the likes of John Lewis. My order had 12 replacement bottles of champagne that I returned. Customer service said they shop on the shop floor for these groceries - makes no sense - why not use stock in the back? They couldn’t guarantee a correct delivery. Used the instore stock checker - it is inaccurate as 3 stores didn’t have the stock despite saying they did. Found 6 bottles in a 4th store - still within offer period, only suddenly the bottles are 25% more expensive at base price. Shop and online customer service both very dismissive and quoted me T&Cs. They’ve lost a customer of 27 years as it is obvious they don’t value such loyalty.”
“The worst possible delivery service, canceling your order without any notice and after that, if you still want the order they request more money. I'm dumbfounded by their attitude towards the customer, they just don't care about their customers. Will not order from them ever again.”
“Ordered online for delivery, delivery was on the 25 November between 21:00 - 22:00. Unfortunately, we didn't check the use-by dates on the fresh produce and have since realised most of the items had a short use-by date, mainly by the 27 November, with exception to a not so fresh chicken which had to be used by the 25 November, which in fact had only two hours before it could not be used and consumed safely.
Sainsbury's standards have slipped over recent years, and we will not be using them again.”
“Sainsburys Letchworth canceled our delivery for this Weds an hour before it was due.
we spoke to customer services who said we would have to re-order again and book another slot which would be Saturday!
We said no that isn't good enough so he said we could click and collect instead the next day at 5.30pm
Turned up to letchworth and they said have we been called as No frozen items at all were available due to not having a freezer in carpark and they could not give a reciept either so we came away with a few bags of shopping.... mostly wrong items.
Again we had to phone customer services who then said Sunday would be next delivery slot but she called the store and they said even that is not an option as this is due to wifi issues.. She said the store will contact us which as of yet obviously hasn't happened.
Order started off as £126 mainly frozen
You have wasted 5 days of our time from securing the order, we have had to do the chasing up and could have gone elsewhere and still we have over half of the items ordered 5 days ago missing and just saying - its ok because we haven't charged for the missing food... You dont even know what has been charged for as of yet!! As no reciept !! poor attitude.”
“Only because I couldn't leave a 0 or minus. Delivery 2.25 hours late. No call, no email, no message, no recompense. Just a series of flippant responses and a refusal to escalate my complaint.”
“Terrible experience with trying to get refund with customer service fed up of phoning everytime I get a delivery I was kept over an hour on phone I was hung up on and staff that you call customer service was despicable!! Not shopping to go through this again !!!!”
“Ordered a delivery and put money to cover it only to be told I didn't have enough because the store decided to substitute more expensive items. Other stores do that but charge the same. Won't be trusting delivery again!”
“Sainsburys double up on nectar points dupes unsuspecting hard up young families. Nectar allowed double up vouchers to be exchanged for nectar points just minutes before the voucher expired. The confirmation MUST BE SPENT TODAY INSTORE came only after the transaction was made, when my son after receiving an email prompt, exchanged his points to purchase a pre-school toy for his young son, and was left with a worthless voucher as the stores were about to close. He called customer services the following day and the person spoken to was delighted to say they could not help.
Shame on you Sainsbury's!”
“Alton store rip you off by charging more than the website price. They then humiliate the customer by being rude and offhand when asked for a refund. Completely lacking in empathy. customer services and Rebecca in particular!”
“Bought LED light up candle on Saturday, by Tuesday it’s burnt out and placing a tea light in doesn’t light up the LEDS. What a waste of money. Glad I didn’t get this as a gift for someone!”
