I sent Sainsbury's CEO an email today: I had been a client of your supermarket since moving to the UK but lately the service you have provided me has got from bad to worst and this is the last drop to an already full glass. I placed an order last weekend that was supposed to be delivered this past Tuesday between 9-10pm. I received a call around 6:30 pm advising me there was an issue with my card, a correct payment method was provided and I went home to wait for my order. 10:15 nothing, I decided to give your call centre a go, the guy at the other end put me on hold to contact the store and the call dropped. I called back again 5 min later to be told the driver reported ill and the delivery was not happening, annoying I know but this things happen, I was then assured the store was going to get on touch Wednesday to offer me a solution. Wednesday no one called. In the evening I went to your website and raised a complaint ID COR XXXXXX, woke up Thursday to find an email saying you have cancelled my order, a decision made unilaterally. Ok angry but I was done with Sainsbury, good-bye. Still no one bothered calling me. Thursday night placing an order to a different supermarket went to check my bank account and you had taken the payment for an order not delivered and one you had cancelled. Too upset to call. Today I got in touch and asked to speak with a manager, someone took my call, apologised and said a refund would be made in 3-5 working days, no good enough... So manager says I would call the store for them to at least confirm if/when the refund has/will be processed; he asked a call centre guy to call me with the great news that payment was never taken, what a relief! Only that my bank account is showing since Jan 16th a minus £120 hmmmm now this guy wants me to go to my bank, get a statement and head to a Sainsbury store. No, I don't think so! Asked again to talk to the manager who then said send us a screenshot of your bank account to a generic email and that was at 10 am (I am writig this review at 5pm) and no one has bothered calling me. How would you feel if any company you had deals with treated you like this? I have been disregarded, ignored, dismissed and belittle as customer. You have shown a complete lack of internal communication, an incredibly poor customer care culture and have my money and who knows what is going to happen. I would never shop at Sainsbury's and will make sure my close circle is aware of the appalling behaviour.