“Really fed up. Never done online order before. Took me 2 hours to master system & input order, value £360. On Friday eve for a Sat delivery between 5 & 6pm. My partner had begun to set up an account the night b4 with items in basket, so I saved trolley & set up his account in new google tab. Noted what was on his list & went back to my trolley only to find it empty. Rang helpline -"system down, apologies" couldn't find original order after 20 mins on phone. Then suddenly I got it back by re-entering post code. Unfortunately, gone 11pm by then so they said, it'll have to be delivered on Sunday now. I agreed, reluctantly, and set 3-4pm delivery window. 2:30 pm I get text saying can't process credit card. Delivery now put off. I rang thro with different credit card, "No, card not working" I said whyever not? There's £20,000 in that account. They said "well it's been denied." I say, I'll get back to you with yet another card. I rang back with new card only to be told problem with sainsburys tills. No cards are working. I said ok, what next, they said, let us sort system & ring you back shortly. After 3 hours & no call from them, I rang again. "Oh yes. We can see you had problems. Have £25 off. ( which is their standard 1st order online offer anyway, so no skin off their teeth) I said, ok, so deliver 2morrow, Monday? They said, " well, no, because our tills are down we can't process payment" so I said, sod £25 off my £360 order, what else are you going to do, to which they said, "we're not authorised to do any more than £25. End of". I said " go away & do better, you've messed us around, we've used your store for decades spending around £600 a month. Do you not have any instructions to offer anything else to keep your customers? "No. That's all we can do". So I said, go and ask at a higher level. Their reply, "well it'll be Tuesday b4 you get your delivery now". I tell you, I'm exhausted & angry about the whole thing. Sainsburys are a bag of cr.p. Just don't bother. Use Waitrose or Tesco. ????”
“First time to order online for us. We ordered some fruits and milk etc. These products are mostly expiring soon. We ordered products worth more than £60 and intended to use them over a few days. Because of the expiring date they had picked for us we had to try to eat up all of them within two days. Wasn't a good experience.”
“This was my original friendly comment. However, after an hour of frustration trying to get a comment through to them via e-mail, only to be thwarted at every turn, I am seriously annnoyed with them. Can't you even design a simple website where people can just easily leave a comment, without pretending to be interested in a boiler os some such rubbish?
Hello Sainsbury's.
We are regular shoppers with you and like the store, prices and products. Most of the time. Our Nectar customer number is in the name of Mr. A. . You can see our purchase record.
You have one or two problems, however, and after a hassle trying to get into your steak packages today I thought I would tell you directly, for the first time.
We just made the mistake of buying six packets of rump steak at your Fleet branch. The packaging is horrendously difficult to open and it is quite dangerous to do so. I came close to slicing my fingers while struggling to open the packets which seemed like the plastic was baked on to the meat.
We object to this and will not buy it again, but will go back to a traditional butcher who doesn't feel the need for "security packages," whatever that means.
When two of us eventually beat our way through the absurd packaging we still had objections. First, the plastic was in direct contact with the meat, so chemicals from the plastics leach into the exposed flesh.
Also, the packages are so glued together that they are not recyclable- the paper, two types of plastic etc make this too difficult to separate.
Whoever dreamed up and approved this idiotic and impractical packaging should be reassigned to something more suitable. I am too polite to suggest what. But there are always toilets to clean...
Next, you have a poor selection of loose tea, in all your stores. The shelves are dominated by your own brand teas which, having tried them, we know are inferior. We eventually found one package of Twinings English Breakfast Tea, when we would have preferred Assam, but it was all you had. Not good enough.
Finally, while I am thinking about it, you also have a problem with packaging on your Pure Canadian Maple Syrup, Sainsbury's own brand. At least three, maybe more, of these bottles that we have had recently were a problem in that the plastic measuring device at the top, by which you control the amount of syrup poured, is not attached well enough and has ended up floating in the bottom of the jars.
I took one back to Farnham branch, where we mostly shop, and said I did not want our money back as we had used the product, which was fine. However, this flaw is annoying and needs to be addressed. The assistant said that I had to return it and get our money (£4) back so that a complaint could be sent in, so I agreed. I subsequently took another one in but refused any refund- the product is fine, it's just the container that is a problem.
We are currently using another one and so far it is fine, but we will see. Perhaps it was just one batch that had this problem.
Anyway, that's enough. Or it would be but I just tried to send this through to tellsainsburys. co.uk and it failed. I then tried it with the apostrope - sainbury's - and that was also not recognised. I will try another way. AS Y
We support Sainsbury's and for the most part your quality and selection is excellent.
With thanks,
Sincerely, Alan”
“Pure service.I was buying and they system.stop working while i was paying by card.They checked they system,said i didnt pay and need pay again.After i checked my internet banking it says i paid twice.I come back and they was not friendly said i have contact my bank .it looks like it was my mistake.i never come back again.”
“C'mon Sainsburys sort it out.
I'm on my 5th complaint regarding your pickers putting items from fruit and veg to dairy in bags with RAW meat. Your staff training clearly needs looking at.
I have small children, who I don't particularly want to give food poisoning too and your constant bribes of £10 vouchers don't clear up the fact, your staff are repeating the same old mistakes WEEKLY.”
“We purchased a varied number of meat and fish products and were informed that we had to pay the carrier bag charges for each one supplied. When questioned the supervisor confirmed this. We had a few days earlier bought meat from a different Sainsbury's store with the bags provided free of charge. This is not the first adverse comment in customer reviews as most people are aware of the guidance issued by the Government that provides for exemptions to the charges for bags used for products that should not be mixed. Quite simply this creates a cross contamination risk which is why high risk items are exempt. As for our purchase a poorly wrapped joint of meat leaked into my "bag for life" also purchased from Sainsbury's which had to be disposed of; more waste! Of course the Government did not place a ban on retailers charging for bags so Sainsbury's are not doing anything illegal but it is questionable and in my view immoral. The Company should also have conformity across their outlets and not have different policies resulting in confusion. We will not be buying meat or fish products from Sainsbury.s The message should be" if the Government exempted these charges for the safety of consumers why do Sainsbury's consider it necessary to ignore the advice and increase the health risk to customers or charge them for a service that they should be providing free of charge i.e. safe wrapping of high risk foods." Note Morrison's wrap and bag these products for free. Guess where we will be shopping?”
“I swapped from Tesco to Sainsburys about 3 months ago, after using Tesco for about 3 years, due to product freshness. However I am very disappointed with Sainsburys home delivery, as they have let me down / been late etc more times in 3 months than Tesco did in 3 years.
My shopping ordered for delivery yesterday, was finally delivered today, and all the fresh meat and poultry goes out of date tomorrow - not satisfactory.
Customer services are pleasant enough and refunded the short date products, but the whole point of online shopping is because i don't have time to go to the supermarket, this is more about the inconvenience than the money.
Hey Ho Its off to Ocado I Go.........”
“VERY POOR EXCHANGE/RETURN POLICY.
STAFF AT THE CUSTOMER SERVICE VERY MOODY AND NO EFFORT TOWARDS CUSTOMER SERVICE.
IF YOU BUY A CERTAIN ITEM FROM ONE STORE YOU HAVE TO GO BACK TO THE SAME STORE TO DO SO.
STORE STAFF RUN CUSTOMERS AROUND FOR A SILLY POLICY
WILL ADVISE NOT TO BUY ELECTRONICS UNLESS YOU WANT TO GO BACK TO THE SAME STORE WHERE BOUGHT
Customer service don't even deserve any stars”
“refused carrier bag after buying raw turkey
Refused a FREE plastic bag at EASTLEIGH Sainsburys after purchasing a large expensive turkey crown, the shop assistant told me I had to pay 5p, but i thought raw food was exempt from the 5p charge, so after paying for the item i returned it to a basket to collect my prescription from the in-house pharmacy, she then informed the security guard present to follow me around the shop, so now they where treating me like a criminal as well! I will be making a complaint to head office about the lady assistant involved however she didn't have her name badge on either which is also a requirement I believe, terrible service and extremely rude assistant! WON'T BE SHOPPING THERE AGAIN!!!!!!”
“Today, 7:45pm I went into sainsbury's to purchase an apple, yoghurt and cucumber. As I was leaving the store the security guard was acting a bit odd. As I walked into the car park, the security guard came after me and asked me if I had purchased anything. I asked why? I was curious as to why he felt the need to come after me in the car park. He said the alarm had gone off. I did not hear an alarm and there were other customers leaving at the same time as me.
He asked to see my bag, I refused to do this in the car park, so I walked back into the store and requested to see the manager. As i walked back in, I showed him that I was not causing any alarms to go off by walking through the alarms at least 4 times. But they were not still having it. I was asked to go into the back and I was to be searched. I was horrified. I felt like people were invading my privacy and that they were just allowed to search me for no reason. I told the manager that this had ruined my day. His reply was "your day will be more ruined if you don't have a receipt'. I felt so violated, felt accused and judged of something that I was not. After the search was carried out, they let me go. As I left I said I wouldn't be shopping at Sainsbury's again. The manager replied 'thats your choice'. I didn't even get an apology. i left crying.
I worked at Sainburys when I was a teenager and have shopped at Sainsbury’s for as long as I can remember. I’m so upset.”
“The quality of fruits and vegetables are very bad e.g. Tomatoes that still look fresh while they're over a month out of date and I felt a scent of chemicals from pineapple that escaped in few secs...why so much chemicals? Vegetables should be healthy !”
“Discriminated against because I was disabled by a member of staff. When I asked to speak to a manager he agreed with my point, went to speak with the co-worker, then came back and seemed to have switched sides of the fence. I was outraged, and offered a free cup of coffee as an apology for what I experienced. I'll never be shopping, eating, or even browsing there again. They claimed that because I was disabled I had to show ID to collect my click and collect order, even though the order only contained food items and no age restricted items. I had taken my payment card only as proof of identity, as I can't drive due my disability so have no licence and am not allowed to travel so have no passport. When I checked their terms and conditions when I got home, I was right, and a payment card should have been sufficient. Doesn't matter who you speak to at the company, they just back up each others lies. I don't like dishonesty, and this company stinks of it. Avoid shopping here like the plague, possibly one of the worst experiences of my life.”
“I shop in Chiswick High Road for years and only one manger was very friendly helpful and also smiling I found that the staff are quite rude and mangers this lady has now left to manger hayes which I am very disappointed there's nothing on selfs for days its as if they cant be ask to work yet this lady that has been moved also working hard on shop floor I never see that in others in all the years I have shopped there please bring her back her name is jernata not sure if spelt right”
“Sainsbury online shopping, one word HORRIFIC!!! Beckton Branch who was delivering my order FAILED to deliver and yet they were adamant it had been delivered. Will NOT be using them ever again and would urge all to refrain from using them!!!!”
“We purchased a Blaupunkt TV which is now 15 months old, did not buy extended warranty as most TVs seem to be quite reliable. Not in this case, the sound has failed but the picture is good.
Blaupunkt did not want to know about it at all - not even if we paid for repair !!!
Sainsburys asked us to take the TV to an independent engineer and pay for a report and then they might consider some sort of support - but the cost quoted was £50 plus delivery and collection - most TV engineers are also TV shops and suppliers, when you tell them it was purchased at a superstore like Sainsburys then you are paying the price of no valued service back up !!
The TV cost £125, cheap you could say, but no, very expensive for 15 months viewing !!!
I had e-mail contact with Sainsburys customer service ( I question the SERVICE element ) about six times with absolutely no result ( in fact it was suggested that the fault of no sound could be down to 'fair wear and tear'
No progress has been made at all in fact I offered the thing back to them for nothing, I am just amazed that we spend approx £4800 per year on shopping and fuel - and for such a small service jesture they are happy to put that at risk,
Gerry - in Devon
HQ Customer service? no me I am sure”
“24,5,15 delivery driver came today with are shopping. Sitting there me and the wife the the stupid twat goes and run straight into my window with the trolley. So he knocks the door he didn't even say sorry so I said you've just hit my windows twat denied hitting it .so I made him come back to the windoe with hes trolley then the twat hit it again then I showed him the mark he coulbnt look at me. I asked for managers number gave it to me called straight away they said its hes word against mine so I said get the manager to come out with anonther shopping list loaded and the mark will.mach up. So management coming out lets see what happens. Wont let the rest.”
“Sainsburrys used to be a 5 star store, both quality and value for money! Unfortunately it has been degraded by falling quality of product and higher prices! Don't they keep in touch with the mood of the grocery market? It was so sad to see 3 quarters of the check outs closed and very few people in what was once a great store! It's time to wake up Sainsburrys!!”
