“I placed an online order and sainburys didn’t have the items I wanted so sent substitutes costing almost 3 TIMES as much as the items I actually needed. On top of that they still charged me £7 for delivery despite the order now costing over £50 (due to their non-wanted, overpriced extras). Contacted them for a refund, was refused because I accepted the delivery - I’ve never heard such nonsense in my life! I will never order from them again or shop in their stores, disgraceful customer service & dishonest behaviour! They didn’t even send me an amended invoice, I had to work out the price differences myself & only realised then that they still charged me for postage too!”
“Went in store to click and collect from argos.
Thought while I was in store I would pick up some NES cafe coffee and some milk.
The size jar of coffee I wanted was priced at £7.00 which is TWO pounds more expensive than Asda and Tesco .
A few pence would have been ok but £2.00 rip off .Went to Asda so the 6 pints of milk was free with the difference .
Take a look at your prices.”
“When l order a newspaper with my delivery, it is a 50/50 chance that it will be delivered, despite leaving the delivery time until lunchtime.
Can this be addressed?”
“I ordered 1 packet of sushi rice as part of my online shop and Sainsbury's sent me 10 packets of nori seaweed as a substitution - and charged me £20+ for the privilege. Pretty racist substitution, why not just send me 1 bag of different rice?
They issued me an online coupon for their site, which didn't go through when I placed an order. I rang customer services and they told me that "it happens and vouchers disappear sometimes" and reissued me with another coupon. Frankly I just want a refund of the money they stole from me but apparently their "subs policy doesn't allow".”
“I had a sainsbury order for online delivery 26th july 2020 at 9pm which they cancelled at 4pm via email so I had no way of going to get my order. They re-booked for 27th at 10-11pm slot as that was all they had left. I waited up till 12pm and no order arrived. I called but they were closed, no email and no call. I have 2 young children. This has to be the worst ever service provided. They do not care about people the service and communication is appalling. They said it was a driver issue late at evening, now unless he took the truck home they would have known about this! So why not call me. Money was taken from my account and showed online as delivered.”
“Never, ever shop online with Sainsbury's.
Firstly they missed out 2 items from my home delivery without telling me or offering a substitute (clearly 4pts of milk and some Greek yogurt are tough to find subs for), despite emailing in the morning saying everything was in stock.
I decided to do an online refund claim to save me calling them. I asked for the cash back because a voucher is useless if I don't intend on using them again. It then says they have to call you back to do it over the phone rather than putting it back onto the card you paid with.
Fine. However 4 days later I get an email with a voucher code on it. I therefore have to call them up and spend 12 minutes on hold to get through to someone called Nadia who takes my details but can't actually help. She says she'll transfer me to the refund team but then manages to cut me off!
I then have to call again (15mins on hold) and finally speak to someone else and then get transfered to the refund person (a short additional hold) who finally took my details and I'll get my money in 3-5 days, at least a week after they took it wrongfully in the first place.
Never will I use Sainsbury's delivery again.”
“Sainbury’s Ashton. Older folks pushing trolleys in car park and stocking shelves and younger ones on tills and unable to calculate correct change. Something is wrong with that picture.”
“Absolutely useless online service. Don't bother trying to order anything "on offer" as your order will be cancelled the day after you have waited in all day for the delivery (on 2 separate occasions in this case).
Customer services simply not interested and kept parroting the standard line of "its in the terms of service that your order can be cancelled".
Get your IT system sorted out so it is "live" and will not allow customers to order products they have no chance of getting. Very very poor - you have been warned.”
“Shocked by Saisnbury owned Argos irresponsibility. Alerted them to a faulty, and potentially dangerous deep fat fryer which overheated after half an hour and cracked my work surface. They collected faulty item but now say there will be no investigation as they have "lost it". Case closed. Brilliant way of dealing with customer complaints. That means there are still potentially lethal products being sold. You would think they would like to avoid a headline that says "Sainsbury CEO knew about dangerous item and did nothing", but apparently not.”
“Fresh bread counter selling previously frozen buns.
There is a very small warning on the back of the packet re previously frozen.
The display however suggests all freshly baked.
Disappointed with Sainsbury’s”
“Need I say more dreadful customer service . One lady in particular put the phone down on me and still waiting for a manager to contact me 48hrs after initial contact . YOU have lost a customer who spends a large amount of money weekly .”
“Thank you Sainsbury for keeping me fed during lockdown I am elderly and have mobility/health issues. Sainsburys are the ONLY Supermarket who contacted me initially to offer "slots for vulnerable" Several slots available weekly and no problem with choice of products . Have not been able to get any slots with other Supermarkets during this period , nor did they ( although a shopper esp Tesco's') Sainsbiry bother to contact me initially... Well done Sainsbury xx”
“The delivery driver was really helpful and friendly but he wasn’t allowed to take any substitutes back due to covid19, the substitutions which I didn’t want I never do was ridiculous and the dates on fresh meat & fish was under 2 days,but it was the customer service which was shocking unprofessional and never even processed my refund I had too ring back a month later when I got my bank statement, which is when I made a complaint about her and I’ve heard nothing as too the way of an apology.”
“It seems that Sainsburys have a Policy where deliveries to Vulnerable people on the Shielding register, reliant on deliveries, can decide whether or not to make the delivery!
Having had arguments with the delivery in 3/5 deliveries, they could not be bothered to deliver up to the 1st floor, as they had been doing so Pre Covid, for 5 years.
It is discriminatory, and cruel, for the person who is shielding on Medical grounds, and on The Register as designated by Law, that they cannot know IF the driver will decide to deliver or not.
Totally unacceptable.
Several people have had this experience we know in North London, especially from the Enfield store. These places for delivery are smart clean places with just one main entrance door to be buzzed in through intercoms, and then have another door before each floors flats, so easily food could be left the other side of the actual front doors.
The attitudes are disgraceful.
People that are "Shielding", have much more to be wary of being brought in, in terms of infection by the delivery driver themselves, as well as on crates, bags, packaging, which they have also reverted too.
They do not even credit people back for weeks, even when the order is as is the Customers right , to be "Refused" left outside at the entry door.
Further, even not touching the "replacements" or damaged items badly packed, they Refuse to take them back or credit for them.
Awful attitude, shameful and discriminatory.
Customers should Refuse such an attitude, and let them send the food back, wasted by there own behaviour.”
“I wait every year with eager anticipation for Jersey royals to appear in our Sainsbury’s store in Beeston Notts , unfortunately this year I have never had so many green potatoes , I have thrown so many away I have now stopped buying them”
“Hello ... its impossible to contact Sainsburys even to report a life threatening example of reckless driving by their delivery driver.
I have experienced what I consider to be such a dangerous example of reckless driving by one of Sainsburys delivery drivers that I wished to contact your CEO Mike Coupe directly as he is listed on the Sainsburys “Complaints” list of contacts. However, It appears Siansburys block any unauthorised Emails to Mr Coupe so perhaps you would forward this complaint for me. I cannot stress enough the importance of this complaint as I am certain that if your driver continues to drive in the manner then there will be a serious accident in the very near future.
Dear Mr Coupe
I am contacting you directly as I fear my frightening experience earlier this evening suggests one of your drivers will cause a serious accident.
I am sure you are aware the roads are used far more often now by joggers, walkers and cyclists and no more so than Gardeners Hill Road in Farnham, Surrey. I live locally and use this road frequently and am now extra careful as it is a winding lane and often frequented by individuals and families exercising. At around 19:10 I was travelling home down Gardeners Hill Road when suddenly one of your delivery vans rounded the bend behind me and proceeded at speed to what appeared to be less than 500mm from the rear of my car.
As we approached the junction with Frensham Vale your driver then overtook me at a highly dangerous speed and reckless manoeuvre and turned right on the wrong side of the road into Frensham Vale. Quite frankly if any vehicle had been approaching the junction from Frensham Vale there would inevitably been a head on collision. As I live in Vale Close I too entered the Frensham Vale road and your driver was again travelling at high speed ahead of me down what is known to be a narrow (and unfortunately badly maintained) country lane.
I believe the registration was PD18 XAC but can’t be certain as it raced ahead of me very quickly.
I can only hope your driver has calmer driving periods otherwise if he or she delivers locally then I fear for the many joggers, walkers and cyclists (often children) that frequent our local roads so often now.”
“Had a delivery slot booked for 7pm until 8pm for yesterday 4th of July. I had got the confirmation a substitution got some items, time on that was the same and always try and print adopt of order anyway. No show until just after 9pm. I am diabled but my husband had words with the driver who claimed he had 8pm until 9 pm on his order sheet. Due to medication I am usually in bed by then so would never order such a late slot. previous delivery has seen a big bag of sugar split. I cannot get through on the phone and sent a message but gave not had a reply . Very disappointed I preferred Sainsbury's and was really pleased when I got a home delivery. Not anymore.”
“I tried to return some shorts that I bought from Sainsburys in Burpham, just before lockdown. I wanted a bigger size but was told I couldn’t return them as I didn’t have a receipt. I said they would be on my nectar card but she said there was nothing she could do. I think this is totally inflexible by yourselves, I only wanted a replacement not a refund and this is the first chance I have had to do this. Before lockdown I spent over a £100.00 each week shopping with you, but I wont be from now on. I really can’t believe you would lose a customer for £15.00 but it seems you really don’t care.”
