“I have been trying to phone you to get on the vulnerable customers list, but I can’t get through. There is nowhere on the website to do this either. I am a severely disabled (paralysed from chest down) and my husband shopped with you each Saturday morning. He is 78 years old, and we are both self isolating.
Please can you help? All I want.is a slot.
Thank you”
“Sainsburys is a joke ,Im a disabled costumer , I have recently registered online since is virus out break thinking this would be a good idea , Since Monday I now cant get a booking slot as I have not been identifed as vunrable and I cant even get through on the phone. I use the store in Chippenham Wiltshire almost daily ,I use a stick to help with walking , you have just about lost me as a costumer .”
“Our order (we are well into our seventies and have ongoing health issues)was reduced by half and there were obvious items that we paid for missing such as milk. If this is what we can expect from a highly regarded supermarket (hanging on the phone for hours indicates that this company is overwhelmed and understaffed. Aldi looks a much better option with less pretentious profile.”
“Same as everyone else. it is madness. and THIS>>> "We’ve already been able to identify some of our vulnerable customers through the information that we have about them. But we know that we haven’t identified everyone.
We’re working hard, alongside the government and retail industry, to identify more of them.
If you’re elderly, disabled or vulnerable and think you should be on our vulnerable customer list, please get in touch.
Call us
0800 328 1700" is a joke! least they could do is give a special number out to actually register. disgusted to be honest.”
“I'm just adding my complaint to the many about the so-called service for the vulnerable, elderly and disabled. My experience has been the same as others.
I have a delivery pass. Although 'only' 67, I suffer from Parkinson's disease which means I have mobility problems, precisely the reason I have groceries delivered. I have not been able to get a Sainsbury's delivery slot now for several weeks, since the coronavirus crisis started.
I am not being classed as vulnerable by Sainsbury's, but I don't ever remember being asked my age or about disability by the company and I am mystified as to how they compiled their list. I wasted a day trying to get through to them on the phone yesterday, and again today. When I do get through, I just get the recorded message.
Very shoddy service by Sainsbury's. Their claim to be prioritising the vulnerable seems to be no more than a PR stunt. The other supermarkets are not offering to prioritise deliveries to the vulnerable, but at least they don't waste our time.”
“Concur with everyone else concerning total lack of care for older people trying to get online delivery slots. Absolutely useless company and I will not use them after this debacle.”
“I’m registered disabled and have an auto immune disease, however can’t shop online as Sainsbury’s don’t recognise me as disabled. Tried for several days (telephone, live chat) can’t get through!”
“I am disabled and also have an auto immune disease and confined to my home for next 12 weeks.
I have tried to order online to be told Sainsbury’s don’t acknowledge be as disabled. I have sat on their live chat for an hour and cut (no one available) when I got front of the queue! I also can’t get through on 0800 328 1700. For the past 3 days!
Why advertise the number if you can’t get through! Very annoyed website can’t be edited so I can register my disability on my account”
“Very, very poor customer service.
I've has a SMS from the NHS telling me that I must stay at home for 12 weeks but we are going to have to go out to get some food because Sainsburys have blocked the ability for my wife to order an online delivery.
The account is in her name & they have told her that she has not been identified as a vulnerable person. How do they check, she is my carer and as such also has to stay in for 12 weeks. Sainsburys have not given any thought that account holders spouses may be fit in to the vulnerable category.
Thank you Sainsburys, you have now put me at risk since we have no alternative but to go out and try to buy some groceries!”
“Like many, I have been ringing constantly since 8am yesterday morning to try and talk to someone at Sainsbury’s. I am trying get my 90 year old mother identified as being eligible for on line deliveries. She lives alone in a retirement flat and has been self isolating for over a week now. Since last week no visitors have been allowed, following a confirmed case of coronavirus within the complex. Sainsbury’s have never asked for her date of birth nor has she ever needed to use the vulnerable customers helpline. I myself am also a loyal Sainsbury’s on line shopper with a delivery pass, which I have used every week for many years. I am angry, frustrated and extremely disappointed that I have not been able to secure this necessity for my wonderful mother.”
“I reviewed 4 days ago regarding trying to get groceries to a 97 yr old
disabled lady. There is no way of contacting Sainsburys except via these
reiews. When I log on it says I'm not identified as being vunerable.
That's because I order on line for this lady she can't do so herself,
and she reimbures me, each fortnight. I have had an accident and am unable to drive I am worried about this lady who was a land army girl in her day and stoic by nature. Surely it's not beyond Sainsburys capabilities to answer a phone and prioritise customers in need. I ask for help for her. My last order before the self distancing was no
316128308 15th March 202
and it is clear I am not ordering for myself ref past history.”
“I am over 70, live alone and have no family nearby. I keep getting 'updates' from the CEO, which is the same every time. I have been trying to get a delivery slot for a couple of weeks now, so when I heard of elderly and vulnerable prioritised slots I phoned. All day yesterday and this morning. Engaged, apart from a couple of recorded messages referring me to the website. You have never asked for my date of birth. After 40 years of loyal shopping I am considering moving elsewhere. Big talk - all hot air and bluster.”
“Sainsbury’s claim to have special delivery slots for elderly or vulnerable customers at this time of national emergency. Rubbish!
I have been a loyal Sainsbury’s customer for over 20 years and fall into both categories. I have also done my shopping online with them for a very long time. They however, have not returned my loyalty.
I spent much of last week trying to get a delivery slot and eventually had to be taken to a very crowded store to get some essentials. I also spent all day yesterday trying in vain to access the special services they claim to have online.
I have tried again repeatedly this morning, with the same result.
Sainsbury’s, I’m sure you don’t really have a ‘Help Centre.’ This is not the first occasion on which I have attempted to access it. Even when there was no emergency, the website appears to be designed to work in a loop until the customer gives up.
This time however, your little trick has far more serious consequences. People have believed in you, I have believed in you but you have shown you true, cynical colours.
Now your loyal customers will have to look elsewhere for help as you’re obviously not there for us.”
“I am elderly disabled. Was anyone blocked from their sainsbuiys sign in password recently ? If so your nectar card is now not applied to your new password account.
Nectar have your age Sainsburys don't. Ask Nectar to tell sainsbuiys to add you to priority slots as no email address available for a probably billion pound company. They have no normal respect for their customers.”
“Clearly sainsbuiys failing the government by allowing too many people in their store at one time CAUSING WORSE HEALTH. Plus as DONALD TRUMP SAYS THEY ARE PUTTING OUT FAKE NEWS ON GIVING THE DISABLED ELDERLY THE FIRST SLOTS .
FAKE AS NOT POSSIBLE TO SPEAK TO THEM OR IS THERE ANY WAY TO CONTACT THEM. ODDLY HOW TESCO CAN ANSWER THEIR CUSTOMER SERVICE PHONE NO PROBLEM. SAINSBURYS WILL LOOSE MANY CUSTOMERS IN THE FUTURE .WORD OF MOUTH AND THEIR LACK OF CARING PEOPLE COULD STARVE .”
“No possibilty of ordering online for home delivery or click/collect. Timeslots booked before shown on webpage..
Given te number to contact if you are elderly and/or vulnerable - absolutely no use. Directs you to the website which is also of no use. No email contact available (shockingly uhelpful for those of an anxious nature or have difficulty hearing).
I am immuno suppressed and am so, so disappointed with Sainsburys with whom I have shopped for 20 years.
What has happened to your customer service? Stop playing at semantics with spin and token lipservice!
Douglas Walker”
