“"You could have been stealing!?" A young Sainsbury's employee addresses a customer in Smart Shop area today at 17:33. This is witnessed by another employee, a mature lady.
My only purpose to visit Sainsbury in BEACONSFIELD today was to process my child's prescription where the pharmacist told me that this will take 10 minutes. Although I did not want anything in particular from the store I went on to pick up a handset since it was a good time for reductions. I also looked at magazines to kill time. When I returned to Lloyds pharmacy, my child's prescription was ready for collection.
Then I went to Smart Shop and paid for all my 11 items, which I had packed in my rucksack (I did not have my shopping bags with me this time). On leaving the Smart Shop area the alarm went on exactly when my trolley with my rucksack in it passed. I looked back concerned and asked the staff there: "Are you okay?". Then a young member of staff approached my trolley and asked:
"Do you have alcohol?" "No," I answered.
"Do you have meat?" "No," I answered.
Then to my surprise, he has reached for my rucksack and without my consent put his bare (no gloves) hands and started to empty all the food items from it.
"I do not want you to handle my food with your bare hands," I told him.
"I just washed my hands!" was his answer, which was followed with:
"Do you have chicken?" "No" I answered.
"You could have been stealing!?"
"How dare you?!" I responded.
I was bewildered and become distressed and upset, asking for a manager's intervention. The young employee pointed out at his colleague nearby who swiftly came out with excuses like:
"This is the procedure!"
I kept asking for a store manager to help me in this oppressive for me situation and I was told to go to Customer Service. The young employee's comments followed me with :
"Nobody will tell you you are right!!!"
After a while, in Customer Service, a manager came and I explained to her what just had happened. I was feeling sick and I was upset. Her response was indifferent and she could not have cared less. Another manager joined her shortly.
"We are sorry you feel this way." was the best they could do. However, he said:
"I promise you that this will never happen again. I am his line manager and I will deal with it after you are gone."
It was clear that they wanted me out of sight and out of mind.
Both managers were not interested in how to contact me with their feedback following their investigation of an incident where I was abused and offended by their member of staff.
I explained to them that them saying sorry is not a satisfaction to me after an unwanted ordeal which I was just subjected to by their member of staff. There is obviously a problem with some members of staff behaviour towards customers in this store which is a reflection of poor leadership and inadequate staff training.
When I expressed that the only way a store can satisfy an abused customer is a financial reward which by the way will never remove the damage caused in a form of distress, bad feeling, upset and so much wasted time, just waiting for the managers to turn up and then talking to them in a public space.
Then, he, the manager pretended, in my opinion, how indeed disgusted he was with me even daring to mention a financial reward to compensate a customer who just spends some money there, and at the same time is drawn into an abusive incident.
When I realised the manager's applied avoidance tactic, I informed both managers that herewith was my oral complaint to be recorded please as a complaint and I provided them with my postal address due to receive a response.
I look forward to hearing from you, Sainsbury in BEACONSFIELD.
All customers please stand up for yourselves if subjected to appalling customer service at SAINSBURY'S IN BEACONSFIELD.
Take care especially if you have an ETHNIC MINORITY ACCENT!”
“Absolutely horrific
Absolutely horrific! They took payment, didn't deliver my order, canceled it without calling me and then refused in customer service to do anything about it. I will never order with them again!”
“I have been a weekly customer, until now. Reading that Sainsbury's has found it necessary to have "black" only safe areas in their stores has made me boycott the store from now on, and encourage friends and family to do the same. I'm not a racist, and I believe in a multicultural society, where nobody is discriminated against for their race, religion or sexual orientation. Having an area where white people can't go is discrimination. If the store has a problem with racism, they should deal with it in the normal way. What's next, a dedicated black shopping hour, where people can shop happily without having to put up with white people around!”
“Delivery made to us on Friday2 nd at 9pm unpacked and put into the fridge, when cooking on Sunday 4th I noticed the chicken, diced beef, salmon, cod loins, strawberries, Raspberries all had a use by of 4th October, if I wasn’t half way through a self isolating period then the lot would have been dumped on the customer service desk, I have phoned their help line and all I got was that they would pass my comments on, pretty poor service and defiantly not using home delivery again, I managed to cram all The meat into the small freezer we have and have had to use up all the short fruit.”
“Disgusting customer service.
No delivery of order. No call from driver to say would not be delivering order due to a puncture. Have they not signed up to the AA ( or equivalent)? Waited for 20 mins on hold to speak to customer services to find out what was going on. First operator was incredibly unhelpful and frankly obnoxious. He offered me a delivery slot 25hrs later which did not suit me as I was not in. If you cannot stick to your side of the contract you should be offering a slot that suits the customer not you. Why can't you add the shop to the next van in the area? I got some poor excuse about the van being overweight. What nonsense, are you seriously telling me that a couple of bags of shopping puts a van over a specific weight. How did the operator know how much my bags weigh? I needed these products for a specific purpose and it was not a general food shop.
As a service you should be busting a gut to get the food to the customer who are depending on the service.
This obnoxious individual refused to put my complaint through to a manager as this wasn't part of their procedure. Again, seriously? The whole attitude was "like or lump it." He then put the phone down on me when I cricitised their service to customers throughout the whole Covid pandemic which frankly has also been disgusting.
I really wasn't having this so called back to operator no 2. Again waited over 20 mins to speak to operator no 2. I got as far as giving my name and stating I wanted to speak to a manager. She put the phone down on me.
Call operator no 3 took 35 mins to pick up the phone. She told me a manager would call me back within 24-48 hours. No call back was made. I left it 4 days and rang again. I was told a manager would call me back within 24-48 hours. Guess what 3 days later still no call back.
I will never shop at Sainsburys again. You aren't cheap and your customer service is non existent and an absolute disgrace.”
“I am registered disabled and also "at risk" group with covid 19. I struggle walking and lifting so ask my shopping comes in bags. My shopping arrived today and was placed loose on the floor. The driver said no bags anymore I telephoned Customer services and they said no bags closed my account and refunded the fee i had paid for recurring slot. WELL DONE Sainsburys”
“Changed our email on the system. The account was then deleted and we lost the delivery pass.
The terrible support team wouldn’t resolve but wanted to see our bank statement to prove we’d paid for it. They could see we had the pass on our account.
The useless agents on the phone weren’t interested and wouldn’t fix it.
Stay clear of Sainsbury’s”
“After my fifth rescan in store in a row at Weedon Road I had had enough. The 2nd last one was a full trolley rescan. Asked to speak to the manager, I spoke with Ian, couldn’t have been less helpful said rescan are triggered because I must have failed a rescan check at some time and was flagged as a risk account, I did explain I have never ever failed a rescan not once and he wouldn’t agree that the fault may be with Sainsbury’s system, so as well as implying I was a lier he also implied I was a thief. Appalling customer service. I have spoken with customer services who have assured me the Store manager Richard will call me back, no call as yet”
“My Sainsbury's order did not arrive. I had a slot book for delivery of groceries yesterday between 8pm-9pm. My delivery did not arrive. No phone call or e-mail to communicate with me. Tried to contact customer service and was kept on hold for so long, I gave up. I now have the painful task of trying to get hold of someone in customer services for a refund, as the value of the shopping has been taken from my bank account. I won’t be using this service again.”
“Do not go with Sainsburys. Every time I deal with them with my online shopping there is a problem. They think that a £5 voucher helps. If I have ordered shopping I expect it to come, I do not expect there to be an error on their side so that my order is cancelled or I am forced to cancel it for another time.
They are vile!
On 3 occasions now my order has not been delivered because of what they can or cannot do. The customer does not come first. I have been on the phone with them for over an hour all the times I have spoken to them. Disgusting! They do not even have a proper complaints procedure.”
“My family is going hungry because they did not deliver my order. We have been asked to isolate so i cannot go out. Flimsy excuse is the driver couldn't find my address and couldnt contact me either. But my phone works just fine, and he would be the first delivery man who couldnt find my address. It sucks big time. Now, i have to wait 5 days before i can order anything because i have no money left. I was banking on their delivery to feed my family for 2 weeks.”
“I am elderly and usually your delivery drivers leave shopping on porch, more recently in bags left out for them. Twice had the same delivery driver who refuses to put shopping into bags and requests I unload Sainsbury’s containers and pack it into bags myself. Last time, feeling dizzy and off balance, I was unable to cope with it and it was a big order. He took my order away and didn’t leave it. Hoping Sainsbury’s will promptly refund my card payment. It does clearly say on their website the delivery driver will leave the order if bags are provided but this is not true of all drivers, so if you are infirm, heavily pregnant or tired, use Amazon Prime Now with Morrison’s. They deliver in nice clean strong paper bags, email when it is coming, and leave on step and knock the door. They usually wear a mask too. You also get same day delivery and it is free. It is very easy to speak to them, they phone you back if you leave a message online and sort out any problems quickly.”
“I got my home delivery and was told buy driver £37.60 worth of items were out of stock ! The email I had in morning just showed 1 item missing,this keeps happening ! I phoned customer service was on line in total 45 mins to be told sorry and I will get refund in 3 to 5 days rubbish service I am housebound and don’t get out to do my own shopping I will look into changing supermarkets but as I have checked reviews doesn’t seem to me that Sainsbury’s don’t value customers”
“VERY RUDE. !! Closed the phone when i asked for her name. I have never seen such rude customer service. I received damaged product so I had called to see what could be arranged she could only give me a voucher for one of the items. i said fine could i speak to your manager and supervisor she had said neither are in then i asked her name so i could make a complaint and shut the phone. SUCH RUDE SERVICE from a customer service advisor, also very arrogant. Then later I was told her name is Leigh. She needs a job that doesnt involve people.”
“This morning at Sainsbury Kelso, 8 September, while getting a trolley at disabled parking section, I passed these 2 dogs in this hot car with the sun bearing down on them. I took photos. There were 2 windows opened 1 inch each on the right side of the car. No open windows elsewhere. The 2 dogs were panting, one was crying. I went to Customer Service desk in supermarket. They refused to make an announcement to tell the owners. The fellow at the till said he'd tell the manager . I waited, kept looking if anyone was coming, went out to check the dogs again. No one showed up. Went to speak to Customer Services again and he said the manager told him Sainsbury can't get involved. Refused to alert owners or report the plight of the dogs. .Finally after over half hour to 3/4 of an hour of first seeing the dogs, the owners showed up with 2 trolleys of food. The couple in their 60s put the food in car. Wife said they cant leave their dogs home and so what !!! Wasn't bothered in the least. It is a hot sunny day today and inside that car it would be climbing to high 20's.
What shocks me is that Sainsbury refused to make an announcement over the loudspeaker to alert the owners. In a matter of minutes, the situation could have been resolved. What kind of store leaves dogs to suffer!!”
“I purchased some home goods , towels , bath towels. And stationary . Came to over £95 . However on getting home I looked at my receipt, and the bath towels hadn’t been discounted at point of sale as advertised. I called customer service to explain, only to be constantly interrupted, by someone who quite obviously hasn’t the training/ customer service skills to answer any complaints whatsoever. Didn’t care , not interested wanted to fob me off and she put the phone down on me !! Great , shall i shop at Tescos??? Very disappointed Sainsburys!!”
“Terrible after 5 shops in row , summer 2020, never again !.all food expires within 48 hours !! If your lucky a week , terrible. Order houmous x2, mango.and.cheese onion rolls all.expired next day?. Pototoes sack x2 expired in 48 hours ,steaks and.chicken in 48 hours. Refund policy very difficult to find / access on line and after 4 times in a row they stopped refunding ???! And when asked to refynd it to card they dont !they provide voychers so you have to shop there again, well I wont be. This has happened to several of my colleagues and friends who have all advised me to follow there lead and shop elsewhere , i shall! and wont reccomed the? to anyone, awful service. And beware!!! of their car insurance.**** When you call it a company in spain !!!linked to a "dodgy car accident claims company" that calls you contantly re accidents you have never had ?!”
“You might think you are clever making sure I can't get on your home delivery website, but when all this is over I most certainly will never enter one of your stores again. After about 40 years of shopping at sainsbury.”
