“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.”
“I previously wrote a review about receiving credit rather than a cash refund if you don’t accept a substitution as this is what the delivery driver had told me would happen but I have had the money refunded to my bank account so feel happier with the process.”
“Never shopping from Sainsbury’s again I went into the store with a trolley because I was going to buy a big quantity of products and I was putting my stuff in my trolley I was treated like a theme from the security guy with the court and the manager to warn me and after obviously I put my stuff back and never going back again very disrespectful stuff.”
“If an item you order is out of stock & you don’t accept their substitution, then there is no cash refund, the money goes into your Sainsbury's shopping account - I think this is OUTRAGEOUS and it will prevent me from using Sainsbury’s again”
“Ordered online a kenwood food processor delivery, but after waiting nearly a week I got a massage that they don’t have item in stock, I’m really disappointed in their service.”
“Sainsburys Urmston Manchester Not the first time that Ive observed poorly trained staff on the Butchers counter. On Sunday, young woman struggling to trim kidneys with no gloves on & then selected my steak. I'm honestly not looking forward to eating it.
There should be a trained butcher & a hygiene certificate!”
“Online shopping was late and when I eventually managed to get through to customer services they apologised and said they were short of delivery drivers - they would ask the driver to contact me to let me know when he was coming ..... guess what no call. Shopping now an hour and a half late so phoned again. (The online chat was busy and suggested I try again later!) Put on hold and then told my card had been declined - would I like the shopping tomorrow instead. I queried this and said that my card had not been declined and was told that some banks judge the transaction fraudulent and don’t pay. I said that I needed my shopping today and was told there was no capacity to deliver today and offered £20 voucher. When it came it is a voucher for money off my next online shop - are they having a laugh.... won’t be using Sainsburys again. Very poor service ☹️”
“Encountered privacy problems at Sainsbury's, tried to report it to Sainsbury as the same thing happened with Argos. After this I had to deactivate my facebook page as numerous members of sainsbury's media group was attacking me constantly.
I do no longer shop at Sainsbury's
the major shareholder of sainsbury's is qatar!
I now shop at M&S which is English.”
“I visited the small Sainsbury’s in Hamlet Court Rd Southend I was so impressed my the lovely staff who was helping an elderly lady shop they were very kind and helpful to her, your staff at this store are wonderful . You don’t see this very often so that’s why l had to make a comment ❤️”
“A couldn’t care less attitude by customer services on both phone and also on Twitter messages.
Ordered Online shopping( with over a weeks notice ) 4 x large Pasta Bowls ( on sale ) with food shopping.
On Tuesday 8th Jan 2019 at 5.30am ( day of order delivery ) received an email , several items out of stock and alternatives being sent.
So at 9am phoned Sainsbury’s ( as delivery wasn’t due until 3-4pm) and asked why they had substituted 4 x large pasta bowls with 4 x small cereal dishes. In stock were 13 differ types of alternative Pasta Bowls , and thinking its at least 6 hours prior to delivery, they could change ‘their alternative’ for a Correct item of at least a different type of pasta bowl. Customer services said they’d ring the store and tell them to change it to the correct item or suitable substitute. A few minutes later , CS said they couldn’t change it as the store said driver had left the store ( 9.10am) Her reply was “Just refuse the items and you’ll be refunded in 5 working days, or you can pop into store and get some!”. No attempt to rectify problem, or get a replacement sent out. ( nearest store to me is 10 miles away, which I told her).
Also contacted them via Twitter messages as it says instant replies and NO online chat available.
Twitter reply is NOT instant and they didn’t reply until 1.09pm.
Driver turns up , and I asked him what time he left the store for deliveries. He said between 9.30-9.45 . So was in actual store at time of my initial call, and could have replaced items. However it seems that the actual totalling up and picking of your items is done at 5am, then sits in a truck from 5.30am until time of delivery 3-4pm ( more than 10 hours )
They’d had absolutely NO intention of ever correcting ‘THEIR’ error.
By the time they answered on Twitter ( today Friday 11th Jan 2019 ) They gave me the exact same reply of ‘sorry for inconvenience, you’ can refuse items and get a full refund”.
Pathetic , after explaining the entire situation twice. Nothing offered to compensate, change or correct their error.
I will NOT be using their online service again.
But judging by their lack of even replying on here, or any other review site ( all of which are scored 1-3 stars ⭐️) They really don’t care about their customers or the terrible service they provide to them. Their previous reputation as a ‘Good’ supermarket is certainly not the case anymore!”
“Meal served with just sweet potato and rice,no beans as advertised asked if I would like a free drink while waiting for the beans to be provided,I agreed,I'm still waiting,beans served obviously been microwaved,dry and unfit to be served.Meal was tasty but very dry, staff friendly, overall a disappointing experience, sorry I came”
“I have never used their online service before, yesterday was the first time. The packet of soap powder was soaked through by liquid at the bottom and was ready to burst, the 2 boxes of cereal were also wet and when I lifted them up the burst spilling out their contents. They were not in plastic bags which perhaps would have protected them from getting soaked. I will get my money back in 3-5 days but frankly that is not enough, the driver was very apologetic and said it was a picking problem and I think he was correct, I would have liked an apology from the Manager involved and told what had caused the damage and assured the staff involved would get further training.”
“Nearly three months have gone by with constant phone calls emails and Facebook promises that Sainsbury's Purley Way will collect their trolley that has been in Waddon Park Avenue. Sainsbury's an uncaring community store.”
“Sainsburys made a mistake with Argos return so that no refund was processed within two weeks. When visiting the store nobody could help and the manager was hiding for twenty minutes even though the store workers were looking for them. Terrible customer support.”
“If there was 0 stars I would add it! Awful online shop experience, driver sat outside in his van for 20 minutes before getting out making him late for his time slot. No phonecall or text to tell me he would be late. He then insisted on photo id or I won't get my goods, even though I am almost 38 years old. My delivery went back to store, the online store then refused my delivery that evening. They told me I would get delivery next day. Called next day to sort, manager refusing to call me, refusing to compensate me and trying to force me to stay in all day to wait for spare van to deliver.”
“Bought a Taste the Difference Fish Pie. Where was the fish? This has to be a con trick. There were 4 prawns, 2 tiny bits of salmon and no smoked haddock whatsoever. This is not the first time we have been disappointed in the lack of main content in Sainbury's so called 'Taste the Difference' meals.
You are being well outclassed Sainsburys. Lidls, Iceland and Asda are producing a better product, and cheaper”
“We have used Sainsburys Warwick for more years than I care to remember.How things have changed,so many grocery lines have been removed and others greatly reduced.Their selection of beef joints over the last two weeks has been virtually non-existent, stopped selling Warburton white rolls,tinned asparagus,chocolate raisins,some types of bacon,Carte Noir biscuits,some packet cheese and so it goes on.Empty sections all over the store,limited choice of fresh fruit and veg,top price for what products they do have and spot the staff member on the shop floor!Great if you want kids clothing,Argos, sushi and now even sex toys but a comprehensive selection of all foods,reasonably priced and in stock,forget it!Time to say bye-bye for the big shop,”
