“You won't believe this!...we recently received a delivery and the delivery driver proceeded to 'POO' on our drive....whilst delivering our groceries. We actually have CCTV evidence. And to make it worse Sainsburys aren't even bothered...!!
Imagine the poor customers that received their delivery after us!!!”
“Following cancelling an order because sainsburys informed me that the payment did not go through, the delivery man turned up a few hours later with my order.
I told him that I had cancelled the order so he called the office who confirmed that the order had gone through now. I took the delivery and the receipt and noticed that an extra 18 pound had been charged. I questioned this and he told me to call customer service.
When I called customer service, they acknowledged the mistake or problem with the system and first tried to give me a voucher for another online order. I told them that I will not be using the service again and wanted a refund of the additional 18 pound I had been charged. I think they are going to refund me but it is not in my account yet.
The next day, I received an email to confirm that the order had been cancelled. Note this was after I had accepted and paid. There seems to be serious issues with the online delivery service. I am quite stunned that such a big company can have such fundamental things wrong with their system.
This kind of service is not acceptable these days. A big company like Sainsbury's should be able to get something this simple right. The Company needs to lift their game.”
“Sainsburys Ferndown repeatedly ignore the timed delivery slot. Delivered 10.20am instead of the booked and confirmed 12-1pm slot (not good when I worked late and needed the sleep!!). Not the first time this has happened either, the same happened last week. Also, I was not informed there had been substitutions and therefore didn't know to check I was happy with the substituted item which I'm not. Finally, yet again the store picker clearly doesn't know the difference between products and puts items such as a lime through as a lime but actually has delivered a lemon! Today, yet again, I didn't receive the item I ordered as the picker had chosen the wrong item. Sainsburys is my preferred store for groceries so I'm gutted that I cannot trust to shop with them for my online deliveries any longer as certainly my local store, Ferndown, Dorset consistently gets it wrong.”
“What went wrong? Used ATM which is displayed as Sainsburys Bank, requested cash, card came out, NO money, but amount taken from my account.
Went into store at Emmerson Green Bristol to report above, was told by customer service, and then the Manager, ATM nothing to do with them, called my bank, next day made 10 + calls to Sainsburys head office, Sainsburys bank, every person I spoke to denied the ATM did not belong to them even though they have Sainsburys bank signage.
Perseverance paid off, as eventually Sainsburys acknowledged ownership.
Have still not had my money returned to me.”
“Sainsburys didn't deliver an order that I was expecting. The amount of roll on inconvenience it caused me makes me want to cry. I have been so busy and ordered some light bulbs for my parents house so that I could fit them while I was visiting. Since I ordered them online I did not buy them in store when I had the opportunity. I thought this may save time and would save me a little money as I had an online voucher for a discount. I spent longer than expected placing the on line order and when it came time to deliver I received a text and email stating that my payment had not gone through and the delivery would not be made. I thought I had already paid! I put all my payment details in when I placed the online order and everything appeared to be fine. I called them to make payment, they kept me on hold for over 10 minutes and then advised they could only deliver after the time that I would leave my parents house. I said that would not work so cancelled the order. I jumped in the car to sainsburys to buy the bulbs which I should have done in the first place but there were none on the shelf. I suspect they had taken them all for my order. So my parent are going to be left without the lights fitted than I planned to do on this visit.
They did not give me the option to pick them up from my local store. I have no idea why this is not an option.
I will never use this service again and recommend anyone that wants something urgently do not use this service.
I am so disappointed and cant stress the inconvenience this terrible service has caused me.”
“Don't bother. Three times I've ordered and three times they haven't delivered. Lots of apologies from customer services but no reasons given. Don't use them.”
“Terrible customer service! Did not notify customers on fine print for water. I only knew about it when it got to my door that they had such a policy. Absolutely terrible that customers were not notified of it beforehand and was charged the full amount.”
“Very bad customer service. Went in with my 2 babys. Staff could have been more unhelpful. Just rude. These where middle aged women that you would expect would be more than willing to help a mother struggle. Will not use this store again. Only ever come across this in Sainsbury’s any other store are more than willing to help and over compensate when see mother struggling !!!”
“Joke company for online delivery DO NOT USE EVER !!!!!!!
5 out of 6 weeks big problems with delivery .. this time and final time , take money out of bank but driver assumed we didn’t want it delivered , we asked for immediate return but they say it’s going to be 3-5 days WFT!!!!!!! So now with money being tight we have 2 small kids who have got to wait 3-5 days for food....”
“Went to the cafe at the Bridge of Dee. Paid for 2 toasties and 2 large coffees. We sat with our coffees waiting to drink them with the toasties......it took over 20 monutes to get them. Annoyingly people who were served after us got their food before myself and husband and theirs was clearly cooked from scratch! Not even an apology for taking so long for something that takes 5 minutes at the most to do. No excuse when they weren’t even busy. Maybe should offer to provide hot drinks with food if it’s going to take that long.”
“Are you intending to close your Fleet branch as it appears that you are running it down and have no interest in its performance.
Any number of the shelves are often empty and this morning Saturday yet again the aisles are blocked up with cages being very slowly emptied without any sense of urgency and this at 10.00a.m.
Unlike Waitrose there is never any sign of a manager about. The fact that there was only one check out being staffed with only a couple of people waiting illustrate the total lack of footfall. Waitrose was humming and doing a roaring trade!”
“Customer service Sam, the duty floor manager, was appalling. I called to complain about a delivery of bread with a best before date in 4 hours of being delivered. His manner of "we followed the policy rules but as a gesture of goodwill, we will refund your £1.10". I told him I wasnt calling about the refund but the nerve to deliver a loaf of bread at 8pm when the use by date was the next day. And to make matters worse, he was doing me a favour by refunding the money. He could not understand that he was making out what a hero he was for refunding me the money saying Sainsbury did nothing wrong but followed the policy of informing me on the receipt that the product had a short use by date and I had the option to refuse. Being dark and simply unpacking into bags, i didnt look at the expiry date till after I brought the groceries upstairs and unpacked. Needless to say I will not shop with Sainsbury with such appalling customer service. I do love the delivery guys. They are so friendly and so helpful and kind.”
“I'm afraid to say my last three visits to Haywards Heath Sainsbury's have been awful. Your checkout staff are rude, they have no customer care what so ever. This extends to your Pharmacy section too, very unhelpful and seem to be short staffed all the time. I will no longer be shopping at this branch as I feel the standard has dropped dramatically”
“Bought something from Sainsburys and it was sent to Horwich for me to collect. It stated they were 1.2 miles away they are 6.5 miles away! I could not get parked and I'm disabled, so I contacted Sainsburys and offered to pay the postage for it to be delivered to my home. They point blankly said No!!!!! They told me to reorder again! I'm disgusted how Sainsburys treat a disabled person who has offered to pay the postage. Shocking service!!!”
“Did my shopping online saturday, received email confirming shopping was ready for delivery on sunday afternoon and driver did not turn up. They did not even bother to contact me at least to explain me the reason of the cancelation.
I sent email monday morning requesting explanation and no single reply.
Really poor customer service, very dissapointed.
i will never shop there again.
Really unhappy about the service.”
“Two out of three online delivery orders just didn't turn up - no communication from Sainsbury's just an absence of food. Turned out that failure #1 was because there was a problem with the payment card, Sainsbury's own website says that they will call you in that situation (didn't hear anything). When we called up to find out what was going on they were very apologetic and gave us a £5 voucher. Was then v disappointed when our third delivery didn't turn up (failure #2), we were sitting in our house with phones at the ready in case there was a problem, but just didn't get a delivery. No phonecall, no text. The driver claimed we weren't in, but tbh, between 9 and 10pm on a sunday night everyone is at home. If you do decide to use Sainsbury's online delivery, pick a slot when the shops are still open, as in my experience you'll need that as a back up.”
“Customer service at Cramlington was by far the worst I have ever experienced. The thinking behind the female employees forehead is broken but she also said it was sainsburys rules so they both are wrong. The UK make laws not sainsburys.”
“Worst service give at the sainsburys greengates store. I would advise other shoppers to go elsewhere as Employees were rude and too busy gossiping to serve me properly. When i asked if and where they may stock a certain product they couldnt be bothered to check. The security guards have better manners than the actual staff they employ. I have personally overheard on numerous occasions a staff member name calling a security guard. I belive the security oficers name was jayed. Must be a horrible place to work as managers dont seem to mind the bullying.
Very lazy attitude to shoppers is not good enough. Overall I would defintely not reccomend.”
