“I wasn't happy at all with my substitutes, when I phoned Customer Service the girl was abrupt, and a few times didn't even let me finish my sentence . I won't be shopping with Sainsburys again. Very poor Customer Service.”
“Delivery didn’t happen, they hung up on my husband trying to find out when is it. Also they deliver food that expires same day that’s meant to be my weekly shop in the past. Not reliable.”
“Home delivery, rotten pepper and cucumber, phoned customer service who are in South Africa! Then discovered the tomatoes were also soft and rotten, what is going on with Sainburys now a days?
The delivery man stood and watched as I knelt on the floor, lent over the crates and grabbed one item at a time. I was obviously completely not managing...hope none of your family contract FMS mate!”
“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!”
“Waited for ages on hold and then when i finally got through to someone she was very rude and unhelpful, clearly hasn't been trained properly. She accused me of shouting which i did not do, simply was trying to explain to her what i needed help on as it didn't seem to be getting through to her. I asked to speak to a manager and was told there wasn't one. Never going to use Sainsbury's online again!!!”
“I have continously being racially profiled by security for the last 3 months on almost every occasion I went into the the Spirit's isle at the Sainsbury Store located in Bitterne. I was so overwhelmed by their actions, I decided to confront the security on how uncomfortable his actions made me felt, only to be told it is an expensive isle and he is only doing his job. I responded saying yes I agree you are doing your job but both himself and the other securities arent stood there whilst a person of Caucasian decent is stood in that isle as I have noticed.
I asked to speak to the manager, by this time I was already upset and and ofcourse furious. His first response to me was stop shouting or else I am going to ask you to leave. I explained to him I am agry and upset that I do feel as though I am being racially profiled. He defended the security's action saying he is doing his job due to expensive items being sold in that Isle completely ignoring and or disregarding how his securities made me felt as a black person standing in that particular isle but rather continued making threats about asking me to leave the store. I didnt do anything wrong, neither was I being aggressive in any sense shape or form for the manager to continue his threats about asking me to leave. I knew he had no grounds on which to asked or forced me to leave but I kindly left my shopping and left the store. I strongly believe his continued threats about asking me to leave was his way of trying to shut me up rather than looking at the bigger picture and try to understand why it is I was so upset. I have to say there are great managers within Sainsburys stores right across the board with fantastic peoples skills but this one for sure lacks just that and seemingly lacks understanding or any knowledge on how to deal with situations such as mine. I do not believe anyone be it their race, sex or gender should be made to feel uncomfortable by your staff or by anyone using your store.”
“Pathetically incompetent store and drivers. Had a grocery delivery booked for this evening between 8pm and 9pm. At 10pm, it still hadn't arrived so I called customer service to find out where it was. The first person I spoke to said the store 'couldn't get hold of the driver' and that there was no updates and she told me to wait.
Twenty minutes later I make another call to customer service to find out where my order is, to then be told by a call handler called 'Eloise' that if the driver doesn't turn up by 11pm, then I won't get my delivery. How on earth is this a sensible justification? I asked her to contact the store while I hold the line, she did so and was told that the store 'still couldn't get hold of the driver but that they would send me a notification urgently to update me on my delivery'.
10.50pm, I make the final call, answered by 'Eloise' again, who couldn't get hold of the store as 'they'd closed' and that 'I should try again tomorrow'.. I'm sorry, WHAT? I should try chasing up the delivery of my food? I don't think so, I've paid for a service, and I demand the service I've paid for.
I have filed a complaint with the customer service and have demanded a call from your store manager first thing tomorrow morning with a valid excuse for the driver not turning up with my order, how you are planning to remediate this GROSS MISCONDUCT, and I want recompensation for wasting my time and the distress this has caused. Also I don't care how, but my food must be delivered for 7am tomorrow morning.
Unless your driver has been murdered, there's pretty much no excuse for not answering his phone during working hours either. So perhaps consider some disciplinary action.
I will also be filing a complaint directly with your HQ and will be submitting an FOI request for the exact numbers of your store failing deliveries so that I can take appropriate action in line with Consumers Rights Act 2015.
Thanks”
“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.”
“We have been Sainsbury customers for more years than I care to remember, Since the beginning of Covid we have ordered online
quite successfully without any complaints .............however lately it has been a nightmare with the page completely freezing and taking several hours to complete an order. Our internet seems to be adequate for other suppliers but not for Sainsburys. I would be interested if the problem was widespread ? One other problem is being a sufferer of Celiac disease if you use their search engine for Gluten free, it contains products which are not!”
“I purchased inspired to cook beef casserole mix as I couldn’t find my usual colmans mix . It was awful tasted of tomato powder , cheap and nasty
I don’t usually write reviews but this was so bad .”
“I’ve been a client for 10 years, we probably spend around 10k a year on groceries in Sainsburys. The last order I placed online was around 100gbp and I got delivered 20% from all of it. The driver told us the rest of the items were left at the warehouse and we were give the option for redelivery or a refund. I was calling to CS for 5 days, they were keep telling me they know nothing about it and there is an investigation going, someone will call me back on the next day. No one ever it and I got tired for begging. I called my bank, the funds were reversed back to my acc. Sainsburys without any further notice blocked my acc and when after 6 weeks I asked so what was all of this investigation about, did they speak to the driver, where are the missing items, the answer was I am not entitled to know that and I will never be able to shop online again. Cry me a river!!! Hello Waitrose, M&S, Tesco…”
“I asked at the pharmacy counter for a product. The gentleman replied by calling to a female assistant who both agreed that they didn't know as things were moved about. I was extremely disappointed as a regular customer as to the lack of interest from the staff.”
“Terrible quality control on deliveries, items going out of date that day, next and mouldy items. Had to work hard for refund on any item as they automatically want to give a credit.
Customer experience is appalling. Second order and will never use again.”
“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”
