Due to COVID and my anxiety I’ve been ordering my shopping online now. Products (70 items/£110) arrived early evening all mixed up in plastic box containers, meat thrown in with detergents, cleaning products, fresh produce etc., the only items in a flimsy carrier bag was the frozen pizza/ice cream.I ordered a candle and pot pourri at £4 each, was charged £5 each instead. I ordered a small bottle of oil for a burner at £2.40 was sent a spray instead and charged £5. Ordered chocolate ice cream and they sent vanilla, ordered regular sugar and got caster sugar, finally the ordered kitchen towels (Sainsburys brand) did not arrive, apparently it was out of stock. What should have happened would have been suitable substitutes, upgrade if necessary, and certainly not charge more than advertised !! Charged cost amount higher than ordered amount. I called customer service the same evening and was told that l should have refused the items on delivery, and checked my email the day of delivery with the items arriving which would have shown the substitutes, (delivered substitutes have nothing to do with ordered product). I’m mature customer and don’t check my email continuously and when delivery arrives l quickly bag up the shopping at the door to not keep delivery person waiting too long. The person l spoke to said l could return them to my nearest Sainsburys. The following day l called my Sainsburys Local to check whether l could return them to their store but there was no answer, l then called the larger Sainsbury to me and got through to the main call centre, explained the issue and was told l would have to travel to the nearest ‘superstore’ to return these items as they are the only store near to me that sell the substituted items. Bearing in mind my anxiety regarding travelling this was very upsetting as it is a journey that would take 40 minutes and 2 bus rides. When checking my email Sainsbury sent the day of delivery they confirmed that there was a 20p voucher to use on my next online order. No mention of the £2 they over charged me for the candle/pot pourri, and the difference between the oil/spray. If l decide to continue shopping with this brand, l will unfortunately have to check each item 1 by 1 at the door which will make the poor delivery guy very unhappy. Sainsbury if you care about your loyal customers and your reputation, you should respond to many of your lower star rated reviews. Disappointing Sainsburys with your Ethos, several decades ago you were the best brand around but now you have to much competition !!