“Have been Sainsburys customer for many years and for the last 2 years had on line deliveries . In the last 4 weeks system has been terrible. Sometimes takes 2 hours to do a £80 shop . Screen keeps freezing and sometimes goes blank. Have tried on different lap top with same results. Now going to shop elsewhere and Sainsburys are going to lose my custom of about £3000 per year plus petrol and other services we have used.”
“Appalling service!! We were having a 60th Birthday Party at home on the 26th Feb. As we would need a considerable amount of drinks and nibbles for 100 guest we decided to order from Sainsbury’s so they could deliver direct to us. We placed the order the week before and selected a delivery slot for the day before. The order was confirmed and delivery agreed for the 10-11am time slot selected. Then out of the blue on the morning of the delivery Sainsbury’s sent a text message saying the order was cancelled. I phoned the number provided to be told that they didn’t know why the order had been cancelled but, they would get someone to call me. Nobody did.
Then at 11am a Sainsbury’s delivery van arrived with all the drink!!
I told the van driver what had happened and he said he had better phone the branch to find out what had happened. The branch said he must not deliver and return the delivery back to them. The drive was flabbergasted and told his manager this was crazy. He said he would get it sorted and the delivery should be delivered later the same day.
Then around 1pm a person called Rob phoned me from the St Albans branch and told me the order had been cancelled and they could not deliver it back to me. Rob who refused to give me his surname was absolutely useless so I asked to talk with the manager. Rob said there was no manager in the store!! I said I couldn’t believe that and he then said there is a manager but they aren’t available as they were interviewing. I told him exactly what I thought that I want a call back. Of course once again no call.
So I was left with no choice than to scour other super markets on multiple trips to purchase the party drinks and nibbles.
So thank you Sainsbury’s and particularly Rob whatever you surname is, I hope you're all proud of your appalling customer service. Never again!!”
“Order No: 598603629 received a call today regarding my grocery delivery due between 10am to 11am, saying van had broken down in Cromer so my delivery would be late, I phoned office at 13.45 only to be told I would not receive my order today, and would have to wait until tomorrow evening as no other slots available to between 5pm to 9pm for my delivery, I had received no call or text to say they wern't coming today after the initial call, I am very disappointed in Sainsburys they could have at least have let me know the situation, I am seriously thinking of changing to another Supermarket if I don't receive my order tomorrow.”
“Online order placed items delivered late, seafood products had literally a 27 hour sell by turnaround, their online support are refusing to do anything about it. I tried Sainsbury's instead of Ocado for the first time in years which will now be the last. Do not do online shopping with them they are using it to shift their soon to be rotting produce.”
“Appalling customer care. Home delivery did not turn up. I understand that timing can change and are sometimes out of anyones control but no contact with me via email or phone to inform me.”
“I have scheduled a delivery for Monday morning 7am-8am and it is 08:40 and I still have not got my order. The driver called my saying his in traffic and will deliver about 9:30. Great! It is working time, how can I stay home till that late?
That was my first and the last order. Horrible service. I strongly do not recommend to use Sainsbury's delivery.”
“A Sainsburys deliver driver attempted to steal some of our items from our online shopping delivery.
We informed the driver that some staple items and big items were missing from our order.
We didn't even get to tell him what the missing items were. He quickly walked away from our front door, duly went to his van and miraculously produced the missing items. He response was that he had "forgotten".
Please check your items before the driver leaves.”
“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 .”
