“I’m extremely disappointed with the way Nectar (and by extension, Sainsbury’s) has handled my recent issue. My Nectar points were stolen, and although I reported it, I’ve been stuck in limbo ever since.
The root of the problem? I forgot my “memorable password” (clearly not that memorable) and couldn’t pass the security process. I was told I’d receive a secure password by post – fair enough. But weeks have passed, and I still haven’t received anything.
I’ve contacted customer service multiple times and been given different stories each time. Most recently, I was told the password was generated on 28th April and should arrive by 27th May. That’s an entire month – is it being shipped from the other side of the world? And there’s no written customer service option to follow up or track anything.
It’s now been over a month with no access to my account, no resolution, and no real way to escalate the issue. I love shopping with Sainsbury’s, but I honestly expected much better from such a well-known brand. This experience has been beyond frustrating and completely unacceptable for 2025.”
“Poor delivery service. It's unfortunate that one cannot track their delivery on the app. This is possible with others delivery service like Tesco and Asda. They just give you a time but you can't really know when the driver will arrive.”
“Shopping online I have still not received the refund for two items I did not accept as substitutions nearly two weeks ago despite phoning them and being assured I would! I tried getting a refund on line- no joy! I have now had to put a complaint in and hoping this will be acted upon. The delivery man scanned them when I returned them so no reason for process to take so long!”
“I was in the Ashton store today and in my opinion the store was a mess there was not a lot of some of the vegetables and the ones that were there wasn’t fit to be put in the bin further in to the store and some of the shelves were so untidy empty cardboard all over and some shelves full to the brim with items that were obviously not stock rotated if there had been anyone to speak to in store I would have done but there didn’t seem to be any managers about the dates are shocking on a lot of items so I would imagine there is a Lot of waste also I believe that when flowers are going out of date they are destroyed why are they not reduced like most other supermarkets do I shop in this store on a regular basis and in my opinion standards have dropped”
“I ordered some online groceries. The main items that I ordered were not available for delivery.
The delivery driver was the most unhelpful person I have come across.”
“Sainsbury now employing this 2 different prices on food shocking. Food is a necessity and should be same price for everyone. If you pollute the planet with unnecessary plastic cards you get cheaper food. Sainsbury also treating all their customers like there thieves with this barrier system to get out. Disgusting”
“Black pudding . Tasteless . Poor texture.
They had run out at M&S so I walked across the carpark to Sainsbury’s .
2/5 . Morrison’s I rate 1/5.
If none at M&S will go without . If it had been very good I would have tried other items in S’s but not likely to now .”
“I went through a self check out at sainsbury's in woolton Village and found them to be disgusting with left over debrie where you place your goods. A good scrub with a dish washing brush and some cleaning fluid would have done the trick. Shame on you Sainsbury. A little care can go a long way.”
“First time shopping at Sainsburys and tbh expected more from a top shop but can't for the life of me work out who in their right minds wants their groceries thrown into dirty crates for everyone to see what idiot thought of this unhygienic way ? Will definitely be going back to Ocado who USE CARRIER BAGS!!!!!!”
“I ordered a picnic lunch for my 90 year old mum. I was taking her on a boat along the Thames. I arrived at Chesham Sainsburys at 10.00am, (the time requested) to pick up the order and of the 3 items, 2 were not available. This meant that I had to chase around the store, find something else and get back in time to pick my mum up and get to the boat. What would have been a great memory and day out was suddenly made stressful. I telephoned to complain, got a refund on the items not available. but was told that I should have been informed in advance as to what was not available. I was told that this complaint would be "escalated". I have heard nothing more from Sainsburys. I guess they thought I would just go away.”
“Visited darlington sainsburys this morning 14th of June. No proper disabled trolleys only broken ones and staff we're unable to find any. I had to push my friend in her wheelchair and hold the broken trolley at the same time”
“My last online order from sainsbury was disappointing. At least a quarter of my order was substituted, this happened on my previous order also so seems to be a trend. Several items had a sell by date of the next day and the smallest celeriac I’ve ever seen! I didn’t have the time or inclination to complain so accepted the shopping and did my next on line order with another supermarket and what a huge difference!”
“Took 3 attempts to get a delivery. First scheduled delivery was cancelled by text, no explanation but included request to phone to reschedule. Then rescheduled delivery never arrived. Transpired that there were technical issues on the first day and second delivery was not manually added by their customer service (or store?). As first order was cancelled, it was wiped from my account, so I needed to enter all the items again. Third delivery included an out of date item, was "use by" 12 days before so must have been in store for at least 2 weeks.
Two customer service advisors said a manager would call me that day. Third CS advisor then informed me that it takes 72 hours for a manager to call. A week has now passed and still no call.
Website itself is exceptionally slow. Searches for items results in many unrelated items. When adding items from list of favourites, it's bogged down by lots of sponsored items.
I was told by one driver that the store pickers should be refunding items that are short-dated but this seldom happens. One driver refunds on the doorstep.
It's a marked contrast to the store, where the assistants are very helpful and it's a pleasure to shop there. As well as poor service with the online shop, there are now no options for free delivery. Increase in their profits but decrease in their customer service? One out of three of the CS advisors were helpful and it was a long winded process going through the security checks each time. One advisor then failed to find me on the system. It also doesn't help that you can no longer email your concerns and queries, it's phone calls only.”
“Shopping online with Sainsbury's has become the most irritating time of my week. Search results produce many irrelevant items eg a search for frozen peas produces a list which contains other frozen veg , not even prioritising peas. Filtering often causes the list to freeze so the filtered list will not scroll. When my delivery package ends I shall be shopping elsewhere as I have tested other supermarkets sites and found them superior”
