“They have badgered me to try online service for 5 years. i did. They missed the delivery and did not communicate (claimed to of course). Two phone calls to try and sort (they fail but talk of a voucher for my trouble) . They then cancel my order. I phone; they reinstate order, agree a £25 voucher, then tell me it replaces the £18 voucher I used and that the £7 covers the extra cost of delivery. I then explode and cancel the whole thing. They still have my money as it takes 7 days to credit my credit card.
I doubt i'll even be using the branches from now on and i estimate that in today's money, over the last 40 years I have spent £80,000 with them.”
“I parked at Sainsburys car park on Market Street in Huddersfield.
I lost my ticket whilst in town and advised a member of staff about the situation and I was specific about the time I arrived at the car park. I just wanted to pay for my parking and obtain a new ticket to be able to exit the car park at the barrier.
The car park attendant told me told me to go into store and the staff would issue me a ticket to exit the carpark.
I was shocked to be told that there would be a £50 fee to get a new ticket.
I shop at Sainsburys regularly and I am normally happy with the service I receive. This felt like a very poor way to treat customers or potential customers.
I was eventually told that if I spent £15 in store I would be given a new ticket, and this is what I did in the end.
It took me around 40mins to resolve what I would have considered a simple common issue. Very disappointing!”
“Thought I had ordered online, only realised maybe it hasn’t worked when realised I hadn’t been notified to collect in store. Went back to find no email.. rung customer services to be told something went wrong with the transaction (not my fault). I was annoyed because not only was I inconvenienced but the 25% off sale had now ended. I asked if given the circumstances the 25% discount (for the same items) would still be honoured - I was told no... I thought this was the least they could have done. I used to buy lots from ‘Tu’, this has really put me off.”
“Always clean and tidy in the shop.
And Home Delivery is a God send for elderly, disabled customers. And the delivery drivers are always cheerful and helpful.
One negative point is that Sainsbury's have a habit of changing or getting rid of products just as they are getting popular. Two examples are: 1) Canderel Sweeteners, you used to be able to buy a box of 300 sweeteners which you could use to top up your plastic dispenser. This was cheaper than buying the sweeteners in a dispenser each time. But that disappeared and now you can only buy the 100 dispensers!
2) Sainsbury's used to do a really nice Basics Cheddar. This was perfect for slicing, for Cheese on Toast, Cheeseburgers etc. But just recently they have altered the cheese so that it no longer slices cleanly but crumbles into little bits when you try to cut it. A total waste now!”
“My delivery driver today for 2O23 was delightful!, my house is a difficult one to find, driver made such an effort to get my my shopping at 21.30 in the evening!, such a friendly guy, as a first ordering customer he explained everything and was a genuine nice, happy guy!, please give this guy praise, he deserves it!, everything was on my order, no substitutes!, happy customer🙂”
“Online grocery shopping not delivered, because driver couldn't easily find the address...even if i had left clear directions that it is a tricky site to access and they should call me if they have trouble. If they are not able to deliver to a place they should clearly state it on their website in advance! Sainsburys clearly puts too much pressure on their drivers and tight time-frames, not leaving them enough time if a place is tricky to find. Driver had to move on and my order was automatically cancelled without anyone even informing me of that. Terrible service. And after spending an hour on their helplines without anyone taking responsibility, they offer me a £5 online shopping voucher...you must be kidding me!”
“Don't use Sainsburys Online Shopping, Worst service ever. Last night the delivery failed to arrive after I specifically left clear directions that my house is tricky to find and the driver should call me if they cant find it. Driver called me only after he spent 20 minutes looking for the place and had decided to move on. Clearly didn't read directions. I called Central Sainsburys helpline and they said that the driver would come back for my delivery, but still never showed up. Then today I was handed over from helpline to helpline no-one taking responsibility and eventually informing me that they refunded my payment and cancelled my order.
What is the point of online shopping and home delivery if you can't rely on it to arrive. Obviously the fact that I live in a place that's tricky to access IS the reason that I have a need for home delivery of groceries, if Sainsbury's can't find an address then they should state it clearly on their website, before I pay for groceries and spend a whole evening waiting for them to be delivered! Basically there is no guarantee of service: "you shop, we might or might not deliver, depending on our mood"
I don't only blame the driver, Sainsburys obviously puts pressure on their drivers to deliver as many groceries as possible within tight time-frames, the driver was clearly apologetic and stressed out and had to move on to the next delivery. SO it's a central management issue, Sainsbury's has to put less pressure on the delivery drivers so they can actually have time to read the directions that customers leave and have enough time to clearly and calmly communicate with the customer about the delivery.
On top of this and only after asking them for some kind of reimbursement, central customer service offered me an insulting £5 online shopping voucher as compensation for my trouble! Ha! how am i even meant to use that if you can't find my address???”
“Ordered cast iron casserole dish but it wasn't delivered as store had none in stock. Why do they advertise nationally "home" items if they can't honour the order?”
“I really liked a dress and blouse that I saw in the store. When I looked it up online it was massively reduced! It arrived promptly at the store of my choice.”
