“I stopped ordering from Sainsburys a year ago because of seeing a pattern. Most expensive items in an order often "out of stock" and substitutes of inferior quality and overpriced for what they were. So I marked the account "no substitutions" and the pattern continued - any valuable item would just not be delivered. Checked tesco - the same items listed out of stock (honest at least) rather than being used as clickbait to sell the rest. First time that I tried to do an order in over a year - same thing - the expensive items not delivered. Thank you for reminding me, Sainsburys, why I stopped ordering with you. I won't make the mistake again.”
“Dear sir/madam,
It is with great disappointment I write this email. On January 25, 2022, an online order was placed. It was of great dismay when it arrived in a fruit container. I was told, I had to take out the shopping from the fruit container and return the container. More like free food serving container to be returned back to sainsburys, after the "free food" has been delivered to the begger. I must emphasise, this has nothing to do with the person who delivered but sainsburys delivery process.
1. Your delivery process is unprofessional and insensitive. The items are packed loose in fruit container??
2. It is dehumanising. After paying for a delivery service, your customer have to receive paid items in a fruit container like a begger, pick the items out of the basket and then get up and hand back the containers??
3. Even more dehumanising. A paid for items, delivered as though the items are free stuff with no regards to presentation of the paid shopping. This was presented more like "free food to dogs".
4. Poor service. For an organisation like sainsburys to deliver items in such a degrading manner to customers is appalling. Where is the "value" in the customers? None presented in this service. Never been so dehumanised collecting my paid for shopping like today, January 26, 2022.
Blessing”
“"Sainsbury's stonewalled my complaint."
I made an enquiry both in store and by telephone about getting a replacement for a defective cooking pan which came with a 10 year guarantee. I have all the packaging but no receipt and cannot recall when I bought it.
I was told that since the product line is now discontinued and I don't have a receipt there's nothing they can do. Can do or will do? I said I would accept a similar pan from another line. Still nothing they can (will) do. I asked to speak to somebody higher up. No point - nobody will give any other answer.
Called another number under 'How to make a complaint'. Clerk took my details, gave me reference number. I asked what happens next. A manager will look at it. Will they write to me about it? They might do. No information about timescales
Searched online but cannot find anything about Sainsbury's Customer Complaints Handling Procedure.
Stonewalling and making no effort to satisfy the customer is bad customer service. First time I've experience such a response from a business of the size and reputation as Sainsbury's.
Won't be shopping here again.”
“First and last time!
I thought I would take advantage of the money off voucher given several times at the till for using Sainsbury's Online Grocery. How much I wished I hadn't bothered. The main purpose of my order was to buy dog food.
I ordered 3 x 15kg bags of Sainsbury's own brand, I got 2 x Harrington 15kg plus one small bag of Sainsbury's own brand (That side of the order wasn't too bad)
It's the 48 tins of Sainsbury's own brand tinned meat that I struggled to get my head around, I was sent a replacement of ONE box of 12 sachets for small dog!! The dog treats were also changed from a pack of 20 to something different in a pack of 6.
Why oh why is the product that is ordered and paid for online not reserved at that point? It seems common sense to me, rather than waiting until the point of packing to have to replace or omit items completely.
One other thing, if you call prior to their opening time of 8am, as I did, you get after a waste time listening to the requirements and options of changing your order blar, blar blar - to be told "We open at 8am tomorrow"! How does a National company make such a gaff? Do they not think that shoppers may call on the same day?? (We open at 8am would have worked just dandy)
Always say something nice - The delivery driver Paul was brilliant.
I'll be trotting off to another less chaotic supermarket....”
“I paid extra for Taste the Difference matured mincemeat. It tastes bitter and leaves and aftertaste. Don’t pay extra for this but their standard mincemeat is far better….or buy from Waitrose! Now I know what they mean but taste the difference!!!”
“Orderd Christmas meal to be delivered today (23rd). Yesterday got mail saying order can be picked up on 23rd. Today after going to store we were told order is not being supplied. The atore keeper was very rude and unhelpful. Very disappointed. Spoilt the Christmas.This is in Winnersh store.”
“Would be zero stars. I did a Xmas online order on 13 December 2021. Due to Covid and family not being able to travel, I wished to cancel and request a refund of my deposit. On reading their FAQs it says the cut off date for cancellations is 10th December!! 3 days before I ordered so in other words there is no option to cancel. I have tried speaking to Sainsburys via social media and their Food to Order Team telephone line only to be fobbed off and told there is nothing they can do. This is daylight robbery and I won't be shopping at Sainsburys ever again.”
“Heathfield Store. I was overcharged for an item and was met with a totally unapologetic response with attitude from the female manager on duty at the time.”
“Came into store to collect credit note pre arranged by staff and was told not to worry it would be there but it wasn’t and nobody would sort the problem . The manage said he couldn’t help for some reason but would get the staff member to call me but have heard nothing .”
“Just been to New store in Ludlow, oh deary me, what a disappointment, empty shelves, only 2, yes 2! on the tills long queues and no-one was doing anything about it. My experience was not acceptable, no customer care at all, come on Sainsburys, you must do better”
“Terrible experience using Sainsburys online food shopping. I was emailed 1 hour before my delivery to be told that my delivery was cancelled and I would be getting a full refund. I called customer services to say I needed my shopping as my family has covid and has no way of getting food. I was told the order had been cancelled and there was nothing else they could do, I wasn't even issued another slot the following day. A few days later I looked at my bank account and could see that they had taken the full payment so once again I called customer services and asked when I would be getting my refund. I was told that they have asked the store to issue the refund and I would get confirmation 24 hours later. 24 hours later and I did not receive the refund so once again I got in contact with customer services who this time issued me a voucher for the value of my shopping. I then told them I did not want the voucher and I wanted the money back into my account. They informed me I would expect a call within 5 days regarding my refund which is not good enough! I called customer services once again and demanded me refund over the phone and was finally put through to the refund department who issued my refund there and then. I can not believe how bad Sainsburys customer service actually is. I won't be using their online shopping service again!!! I have also asked where I can make an official complaint but for some reason they can't get me any information of where I can do this. VERY VERY POOR.”
“Slow cooked sweet honey bbq pulled pork.
Disgusting. No other word for it. Cheap cut of meat boiled to death, the smell was vile on taking it out of the oven. The sauce was watery sugar which did nothing to improve the meal. I’m afraid it went in the bin.”
“Appalling customer service. The the phone shut on me twice, mixed my order up, overcharged, absolutely despicable!
How they deal with their customer complain?! Simple! THEY DONT!”
“Hi I have had to put up a notice asking for all their delivery drivers to stop taking short cuts over my front garden and ask them to use the path ways but they just keep walking all over my front garden and leaving all their foot print and making a mess and kicking the gravel and pebbles all over the garden
I have tried making a complaint against the driver over the phone but their customers service is appalling .I will not be using their on line service again Sainsbury's as just lost another customer”
“Bottle of Whisky substituted for one twice the price. No credit voucher issued. Do not bother with e mail, they do not exist any longer and as I am elderly and hard of hearing cannot phone. They owe me almost £10. Goodbye Sainsburys !!!”
“My online order was not honored and I could find no simple way of contacting customer service to query the order.
Absolutely appalling!
I will not be using Sainsburys anytime soon.
Good luck to anyone that can find a way to contact them online without being routed through a maze of automated questions, just to find unrelated answers. And forget about getting a reply.”
“Delivery today was fine but the promised 1000 bonus points were not accrued automatically. There is no point in trying to contact Sainsburys, we disaffected customers are collateral damage.”
“Terrible customer service. Saved my nectar points to spend ready for Christmas when go to till was told nectar would need to speak to me. Waited for 45 minutes at customer service to be told they are unable to speak to anyone on a Sunday. I ended up paying for the complete bill. Very disappointing,”
