“I have had the worst experience ever - ordered online - for a specific paid delivery time slot - confirmation received on date of delivery - that all items would be delivered on time - at the time of delivery my order was cancelled and my account stopped - was told that they suspected fraud. I then received an email a couple of days later that the order was cancelled and I am not being charged. When I check my bank account I find the total amount charged to my account. Now here I would have expected Sainsbury to send me another email apologising for the error and refunding my account - instead I had to call them - I was told it would take them 5 working days to refund - when I said its a big amount and will be out of pocket for 5 days... I had an unfriendly response - Didn't expect this from Sainsbury's - but then looking at this page I am not really surprised.
Also I was told by customer services that I cant complain - when I threatened to go to FCA the line went quiet - I was then told I am going around in circles - basically saying shut up and get lost.”
“Awful from start to finish! Meat with today’s date on which was hidden behind better dated meat. 5 substitutes and 3 short life (not short actually out of date on day of delivery) and the most unhelpful customer service rep who would not escalate my call - Never again!”
“Pure theft!!!
I placed an order online which included 10 boxes of Kellog's Rice crispies, the size of 1.1kg before the order arrived I reicived an email that most of the 10 boxes are not in stock so they will send me subs of 375g and 700g in total 10 boxes which are really alot less in quantity, but I called up to confirm that I will reiceve the mony diffrence back as per 100g the smaller boxes are nearlly double the price, so i was told that I can refuse the subs or if i want i can exept them and i will recieve a voucher online with the price difference, so i exepted them, and after a week no voucher was submited i gave them a call reqesting it, this slow customer servise agent explains to me that as the subs were cheaper, becouse i orderd something for £4 and the small box is £3 so its cheaper so i do not recieve a refund voucher, I tried to explain that really, in fact, it is alot more expensive becouse per gram its nearlly double, so this idiot just tells me that it goes per item not on the waight, i think that any 2 year old baby will understad that this does not make any sence, its like giving a bottle of water for a sub on a peace of beef and then saying that the water is cheaper, of course becouse its a chaper item, she just did not want to understad this and just knocked the phone down on me..........”
“Bought sainsbury brand onions 🧅 but they were rotten inside. Called the store and they said they can not do anything without receipts even that I used nectar card and they have the record.
Very bad customer care and waste of money.”
“I bought your turkey crown in a bag terrible the meat was like mush . Can’t believe the price that I paid and it went in the bin even the dog turned his nose up”
“Be extremely wary of using the online store of this dishonest company.
Their claim that you will never be worse off due to their “Substitution promise” is a complete lie. The replacements they send generally cost less in total meaning you are not refunded, but the unit cost is much higher than the original item you ordered. For instance, if you buy 2 packs of 16 tablets which cost 19p per tablet they will send you 2 packs of 10 tablets as substitute, even though the cost per tablet is then 30p making it much more expensive.”
“Being disabled I have to shop online. I had a Christmas delivery on 22nd December - the latest date I could manage to get online. I had to return almost £30 worth of items as the use by dates were 22nd or 23rd. Have they no consideration for their online customers? I think next time I will get taxis to and from Tescos and choose decent dates myself. Leaving things to chance doesn't work.”
“Tried the Vegan No Beef Wellington. Utterly hideous in flavour and texture. The most unpleasant xmas meal I have ever had. Thanks for nothing Sainsburys.”
“Seafood gratin preordered was a wet leaking disaster! £17.50 of dreadful product...given to me and I assumed it was sealed, I wasn’t told to keep it flat, not that would have mattered...the plastic lid was not a seal, it was a cover. The product leaked all the fish sauce into the bag and onto the belt at cash out...a real disaster. Do not buy!”
“Terrible Christmas experience. Inedible substitute and missing items. Weird customer service and offers of help were incorrect. No Christmas dinner for me ! Am deleting account.”
“My online order due the 29th Nov couldn't be delivered by Sainsbury's due to the van having an accident. Payment of £160.83 had already been taken and I am still waiting for them to refund me over three weeks later! I have called and emailed several times and aside from a couple of helpful staff the majority of responses have been dismissive, unhelpful or rude. They really don't seem to care about their customers. I have only managed to get the refund by raising a dispute with my credit card company. For some people being left without £160 for three weeks could have meant no food at all, but this doesn't seem to bother Sainsbury's.”
“After a few times in which at least 1 item was missing from my order, I received the worst order ever: all the items was completely soaked with water. I needed to return a few of them as the water destroyed them. Furthermore I've got green bananas, packed fish that expire the day after, rotten pomelo. The rest of the items were in a bad shape and damaged.”
“We went To Sainsburys at Oadby, Leicestershire today. The shop was heaving as you would expect 3 days before Xmas. Prya was organising everyone to stand in orderly queues to be served. It ran like clockwork. She was brilliant. Engaging ,pleasant and chatty whilst dealing with the matter in hand in a most efficient manner. Wished us a happy Christmas as we do her. A shining example of the sublime .”
“Letchworth branch. The music in the cafeteria is excessifly load at the moment t o the e tent you cannot hear each other speaking. The management response when the issue was raised was flippant at best.
The customer er toilets are also an issue, constantly out of order and have a vile smell.”
“Due to the problems with their system it took 3 hours to place an order! What's worse is the system then didn't use the default delivery address and they tried to deliver to the billing address!
The delivery was for my elderly parents and I now have a 4 hour round trip drive tomorrow to sort this out as Sainsbury's were unable to find them a delivery slot - you'd think with a branch in the town they would have found a solution. They clearly don't care and are happy to let down elderly people. I am not happy as I am on holiday and have spent two evenings on this and will have to give up another day of my holiday tomorrow. Sainsbury's response is they can understand why I am annoyed - unfortunately they seem to have no interest in putting it right!”
“I placed my first online order yesterday on the 19th of December, which was delivered today. My complaint is - Sainsbury's Best Of British Tomatoes, expiry date the 20th, beef mince the 22nd, corned beef the 22nd, Super mushrooms the 21st, garlic breadsticks the 23rd, sausages the 23rd, bananas no date on the pack. I shop regularly at the branch at Silksworth in Sunderland, and I know from experience, there are far better dates on the food than I received today. Online shopping is a great way for management to get rid of older stock, either that or the personal shopper doesn't give it much thought, that the receiver may not have the opportunity to physically shop themselves, and relies on common sense! I would like to point out that the Delivery man was extremely helpful.”
“this morning i have tried to book my on-line shopping to be delivered tomorrow Fri 20th Dec (as i do every Thursday) but unable to get any for the next week,now i am disabled & do not have any transport ,i phoned Sainsburys & they said there where none so how do i get my food? when would i have to put my order in to get a delivery?the driver last week who brought my groceries did not say anything about Christmas on line shopping
would not be available where does it say that you have to book a slot early to get one?you have let be down Sainsburys this is so bad to leave me hi & dry like this
I watched the supermarket program on the tv about you the money you spent on the Christmas Advert & all the paid staff to get it done was Barmy without customers you all would be out of work look after your customers first i will now look elsewhere to get my groceries delivered 52 weeks a year”
“My wife bought a "taste the difference" pack of 2 chocolate sponge puddings. The difference was that there was no taste! Who does your testing. Complete disaster. Lidl does it much better. Come on Sainsbury, you can do better.”
“Sainsbury’s home delivery never arrived at my home, and when I phoned Sainsbury’s about it the answer was “the driver arrived at 10:00pm but nobody answered the door, he tried phoning but nobody answered, so he left”. Complete pack of lies - firstly, my place is on the ground floor and I can see whenever someone is at the door - I’d been home since 8:00pm and nobody arrived or rang the doorbell. There was never a Sainsbury’s van outside at any time since I’d arrived home at 8:00pm, and I received no phone calls. Clearly the driver was running late and couldn’t be bothered to do the delivery. Sainsbury’s said there was no way they could find out the root cause of the problem. I’ve not used them since, and will never spend as much as 5p in Sainsbury’s ever again. Problems are one thing. Being treated like an idiot and lied to is another. Third rate bunch of cowboys. 30 years a customer - no bloody more.”
