“Went over to Avon meads bristol to argos and for 30mins no one was in argos but still made to wait to go in as the clowns by the front door don't have a clue what they are doing”
“Due to lockdown and the fact that I am classed as vulnerable I have been relying on Sainsburys home delivery for the past few weeks - for the previous 25 years I have visited their local store. Yesterday, I was advised by text one hour before my home delivery was due that it was cancelled - no reason was given. It also transpires that Sainsburys has blocked access to my online groceries account.
I contacted Sainsburys three times to determine the reason and have been given various explanations as follows;
1) We can't tell you
2) It might be a fraud
3) It might be something to do with your address
4) We will call you back with an explanation (which they didn't)
5) There seems to be a problem with credit card authorisations with one of the banks
In my opinion 5) seems the most likely explanation and it must be affecting many other customers. Has Sainsburys warned their customers of the problem or simply left those vulnerable customers bereft of assistance or a plausible explanation for rejecting their business? There is no evidence that any action has been taken in this regard - bizarrely, I was told that the team investigating the issue don't work at weekends so it could be next week before anything is resolved. I would have thought they should be on the case 24 x 7 until it was fixed.
To add insult to injury I have subsequently received two emails from Sainsburys, one inviting me to use Click and Collect, the other stating 'We look forward to serving you again soon'.
Evasive and incompetent are just two of the words that I would use to describe Sainsburys.
They do not deserve our custom.”
“I needed to speak to Sainsburys about my click and collect order. So I phoned the number given. All I got was 'At this difficult time we are working hard to feed the nation and we'll be right with you as soon as possible' or similar worthy words to that effect. I listened to The Sainsburys Robot for half an hour and gave up.
So I tried to email them - there was a customer services address on the web so I used that. I then received an email back saying they were no longer using email and instead I could contact them via Twitter or Facebook!
So I went on their website to try to find a web form. Nothing. So I tweeted them and The Sainsburys Robot swung into action again! They are a bloody useless company.”
“Shocking customer service. On hold for over an hour, only to be spoken to rudely, and hung up on, because he had ‘vulnerable customers to help’. I was ringing about delivery charges for vulnerable customers - Sainsbury’s have suspended their delivery passes, so I have finally got a vulnerable customer slot, but because of when it falls, am being expected to pay £5 for it. I was told this is because Sainsbury’s have to ‘cover their costs‘, but it feels like profiteering to me! They need to weigh ‘cost covering‘ with the reputation always risk, and the loss of loyal customers to competitors, who treat their clientele with a bit more respect.”
“Fantastic online delivery service of groceries to the elderly and vulnerable in the local Rhyl area by your friendly efficient drivers. Thank you to ALL of your staff for their selfless commitment and dedication to your customers in these difficult times.”
“Just popped in to Sains for some food shopping and was asked to leave as I was in a pair. Didnt ask who we were or anything, just asked to leave.
Really random behaviour. My partner has been afraid and concerned about going outside for about 4 weeks, this was her first trip out and she needs me as support.
Sains really spooked her and now she refuses to go out again. Sarcastic thanks to the guy at Sains for setting back my partners agorophobia.”
“The delivery driver has refused to bring my delivery up to the 6 th floor and would only deliver to the main front door, i am in the most vulnerable group and badly disabled, i am unable to get down to the door and carry my shopping up. i have returned the delivery as i am disgusted with this service, tesco deliver no problem and i have had previous delivery from you with no problem, Kevin duke”
“No consistency in slot availability for identified elderly and vulnerable. Forever having to check the site to get a slot and not knowing when they going to be released. Been different every time and keep missing our opportunity to order.
On the positive side delivery has been excellent and so far of a good standard. Well done pickers and delivery drivers.”
“I have been blocked from getting deliveries and referred to click and collect. Not an option. I am 71 and do not drive. I have no nearby relatives. I have written on Feedback link asking them to release me for deliveries. No response. I have written to their Head Office and got a rude dismissive/arrogant reply.
Happily I have now got a slot with Morrisons and will continue to use them in the future. I will never use Sainsburys again.”
“Disgusting... I have a vulnerable mum been trying to contact sainsbury for over a week. Can't email tried many times to call customer service they put phone down every time after 4 minutes. What a joke feed the nation. Will never use this company again. Should be ashamed”
“Have been a customer of Sainsbury's since they opened in Cornwall. Have had an online delivery for over 4 years with a prepaid delivery pass, had an email saying I was a priority customer so had a slot access to be booked on a Monday ... What a farce, I've been trying to book one for the last 11 hrs ... what price loyalty!!”
“i am 75 years old and classed as elderly supposed to get prority slots for delivery. registered as elderly and phone call today tells me im not classed as vunerable so will not get deliveries. went to store last wednesday to elderly spot people do not keep to safe distance .why is there not a one way system to correct this. shopped with your store for years so my custom doesn`t get rewarded.”
“I live in Eastbourne and I had my first online shop today as an elderly, vulnerable customer. I am very impressed. Thanks to the management and all involved in getting my delivery to me on the dot. Saved me a lot of problems.”
“Vulnerable loyal shopper already registered. Received automatic phone call stating my nectar card no. is incorrect. The stated a no. to phone back.
By the time I put on my glasses to write it down. The automated message had finished. I will probably now put out of there system. Extremely loyal disappointed customer.”
“Zero star if it was available But sadly not ....
Very very upset & extremely disappointed in sainsburys & the whole supposed vulnerable adult online shop .
Sorry for long post & spelling ok here goes ...
My mum who is registered blind is 72 , has diabetes needs her hip & right knee replaced ,& extremely vulnerable, I wanted to order a few food items basics & a few treats ... so she could survive.
I’m in Somerset and extremely worried mum Has , no family near by , her friends are like herself all vulnerable & stuck indoors ,
I’ve been a customer for years with sainsburys , & registered mum as vulnerable finally after a long wait just over a week , we finally had a text to say we could book a shop delivery.
I spent hours trying to log in to there site to get shopping to have it crash I was NOOOOOO , & having to started again at least 6 times ....panicking as slot time scale was ticking down , eventually I got some meals , I was happy knowing mum could relax & have supply’s.
I did pop a little note Explaining about mums disability asking if they could please help to at least pop it in door way hall or if possible pop in kitchen , its is a bottom flat that’s been designed especially for the disabled, so no stairs no long walk ...
Firstly mum gets a knock on door and has her shopping on path ....the driver saying .. there’s a few changes but he can’t take anything.. & said you need to call help line and drove of.
In the shop I included a few little extras ~ I know essentials only !!!
Including Easter daffodil’s a few bunches,
( which didn’t come & there was no substitute.... so Sainsbury’s has no flowers I find the hard to believe ! )
just thought as she’s not allowed out it’s bringing a little bit off the outdoors in.
Anyway moving on ~ a few essential things
ordered a six pack long life milk , a fridge milk nothing
so mum has no milk for tea cereal Saying no substitute available REALLY .... Broken eggs ....a split muller yogurt , that covered a shopping & NO LOO ROLL ,substitute’s that are no good as mum has dietary restrictions, shopping missing but still charged for , short dates , with no explanation no amendments to the bill ...we spent £155 +£4.50 delivery ,to get a half shop & unable to speak to anyone is unacceptable.
After Delivery I was worried as mum was upset & in extreme pain & rather stressed from lifting and taking shopping in ..in hindsight I would have done a smaller shop , but being 500 miles away wanted to ensure especially as it took so long to get a space this time ,
she may have been allocated a helper with Fife Council I Won’t go there yet another absolute disgrace and supposedly going above and beyond ,
After trying online live chat which no use & a waste off time, this service is unavailable..I phoned local Kirkcaldy Fife store to hear a pre recorded message .. I then called all the other telephone numbers getting only the same pre recorded message which is in a loop & cuts you off , I then feeling so very frustrated , I Then went on to email to have it bounce right back
WHAT THE HELL IS GOING ON
ITS ALL ABOUT MONEY
( NO CASH ACCEPTED! ) JUST ABOUT PROFIT
IT’S ABSOLUTELY DISGRACEFUL
YOU ARE TAKING THE CREDIT FOR GIVING YOUR CUSTOMERS A SERVICE THAT IS NOT HAPPENING.
SHAME ON YOU, MIKE COUPE CEO”
“20 yrs plus Loyal customer Cast aside!!!
After shopping week in week out at Sainsburys I’m now cast to one side
After shopping week in week out at Sainsburys I now feel worthless and wonder why I ever bothered to shop for the last 20-25 yrs with them!
I have a family of 6 adults (4 older children, my wife and myself) self isolating mainly because of my condition. I thought, ok I’ll do an online shop, my first EVER as I always go to the store for a shop normally. Only to find even as a presumably..valued customer, I cannot even get on to the site to register as they are not taking any more on ?!?! My message to Sainsburys is “What the F..k are you doing? you need to look after your loyal regular customers as well as everyone who are struggling in tough times right now!” “WE ARE ALL IMPORTANT, NOT JUST THE FEW WHO RAID THE SHELVES AND PAY A FORTUNE WHILST INCREASING YOUR PROFITS BECAUSE THEY HAVE THE MONEY TO DO SO!” SORT OUT YOUR DELIVERY SERVICE ON YOUR WEBSITE!!!!! PEOPLE LIKE US CANNOT SURVIVE ON SCRAPS”
“I would like to thank Sainsbury's and how Sainsbury's in my eyes is a number 1 retailer. I work for Asda but because of COVID19 I am on the extremely vunerable list and have to stay in for 12 weeks. I could not get a home delivery and I tried Asda, Waitrose, Iceland, Morrisons, Occado and Amazon Fresh. Sainsbury's are the ONLY one that is reserving all their slots for the elderly and vunerable. They also check which is amazing so I would recomend Sainsburys as when you need them the will be there for you. l really can't thank Sainsburys enough. They are number 1. Well done Sainsburys.”
“After several attempts to book a delivery managed to get one for todayFri April 3rd between 3 and 4pm. It is now 8pm and still no delivery unable to contact them, phone just goes dead after listening to 5 mins of recorded message.
I must now risk going out to get essentials. So much for prioritising vulnerable customers.”
