“called Sainsburys customer service yesterday(9 January) to ask a question about placing a product review. The female asked for my order number. I said I was not calling about an order.
She could not answer the question so put me on hold. She eventually returned and asked for my order number.
I again said I didnt have one.
She then asked in an almost contemptuous tone whether I had shopped with Sainsburys before! Yes, many times over the years.
She said I could give her 'any order number and then she could get into my account.'
Again I repeated that it was not about an order. But I would be happy to give my name and email if it helped to get an answer to my question.
I gave her my full name. Her contempt and sarcasm continued. She told me how I could find the order numbers!
As I was not sat in front of my computer and also knowing that she could find my account with my name and postcode, I told her again that I am not defined by an account number, and gave her my name and email address.
As I was doing so, she raised her voice to talk over me to tell me 'if I was not going to provide an order number, then I just had to say no, I was not going to provide an order number'...!
I thought: how rude and unqualified for the job she was supposed to be doing!
I again said that no, I was not able to provide an order number but was happy to give my name and email if that would help me get an answer to my question....
She continued with her 'condescending explanation' that she needed the order number to access my account......
....Totally unbelievable!.....and as it was myself that had made this call I felt that I need not waste my time with this unprofessional, impolite and unhelpful Sainsburys customer services person! I ended the call.
I called again and spoke with a calm and pleasant chap called Patrick....who didnt ask for my order number.....but was unable to answer my query! But didnt know where I could get the answer either....!
What is going on with Sainsburys?”
“Placed order for Christmas food , ordered Turkey crown and 2 beef rib picked up Christmas Eve both already in a bag when collected when I got home just put in fridge cooked Turkey Christmas Day sell buy date was 26/12 when checking on the beef rib which cost £60 it also had a use by date of 26th which I think is not long enough complained in store they said could do nothing they said it had a short shelf life for the quality doesn’t say much for the steak they sell which gives you about 7 days to use , won’t be ordering my Christmas food from them again”
“My slot is booked for 9 To 10 it’s now 11.10. I phoned customer services at 10.20 and was told it would be here by 10.30. I understand it can run late but they don’t keep you informed and this has happened several times before. If it wasn’t for lockdown I wouldn’t be shopping with them, but slots are difficult to get with all supermarkets and you have to take what you can get, but given a choice I wouldnt be shopping with Sainsbury’s...too unreliable too many times. 11.15 and still not here. If it was tesco they give good will gestures. Nothing like that from Sainsbury’s”
“Had deliveries since first lockdown March last year,never had a problem getting a delivery,very rare anything out of stock,substitions ok,couple of times had to get a refund,no problem, delivery drivers very pleasant have to mention Trevor,very helpful,it’s the way for me to go in future,well done sainsbury”
“Is the second time that waited in Vein for a £230 worth order delivery. last email confirms the delivery hour and product substitutions . yet no one has turned up. second time round! don't bother with Sainsbury's.”
“Ordered a weeks shop online . Won’t make same mistake again all meat only had max of two days before out of date and pork joint I was sent was use by the on the same date it was delivery. Carrots were going bad and quality of veg poor . Would expect better when they are a lot more expensive than other supermarkets”
“Shocking so-called customer service from Dylan,who repeatedly hung up on me. He should refrain from bringing his personal issues to work and learn to be professional.”
“For the first time in a very long time I booked an online delivery with Sainsbury. There was a missing item, so I tried to contact them to get a refund. You cannot email them, but have to either telephone or contact them through Twitter or Facebook. The Twitter account doesn’t actually work. Contacted them through Facebook and was asked to provide information which I had already provided, my email address. Having done so I heard nothing and when I contacted them again this morning I was offered a voucher covering the cost of the missing item. What use is a voucher to someone who does not use their service regularly? It just means they keep your money one way or another. I received the voucher and emailed a response that I wished for a refund and received yet another voucher. I have emailed back and also requested a refund on Facebook, it appears that something has now been passed back to the refunds team. Why a refund could not have been made in the first place, and why they provide no email address to begin with, which would make life so much easier, is beyond me. Having found them more expensive than my regular supermarket and given the errors I will not be using Sainsbury’s again.”
“As I was having a lot of difficulty logging into my account, I rang Sainsbury’s phone helpline...... I spoke to Ines, she was so very pleasant and helpful and managed to sort everything out - and so a big thank you to Ines!”
“Due to COVID and my anxiety I’ve been ordering my shopping online now. Products (70 items/£110) arrived early evening all mixed up in plastic box containers, meat thrown in with detergents, cleaning products, fresh produce etc., the only items in a flimsy carrier bag was the frozen pizza/ice cream.I ordered a candle and pot pourri at £4 each, was charged £5 each instead. I ordered a small bottle of oil for a burner at £2.40 was sent a spray instead and charged £5. Ordered chocolate ice cream and they sent vanilla, ordered regular sugar and got caster sugar, finally the ordered kitchen towels (Sainsburys brand) did not arrive, apparently it was out of stock. What should have happened would have been suitable substitutes, upgrade if necessary, and certainly not charge more than advertised !! Charged cost amount higher than ordered amount. I called customer service the same evening and was told that l should have refused the items on delivery, and checked my email the day of delivery with the items arriving which would have shown the substitutes, (delivered substitutes have nothing to do with ordered product). I’m mature customer and don’t check my email continuously and when delivery arrives l quickly bag up the shopping at the door to not keep delivery person waiting too long. The person l spoke to said l could return them to my nearest Sainsburys. The following day l called my Sainsburys Local to check whether l could return them to their store but there was no answer, l then called the larger Sainsbury to me and got through to the main call centre, explained the issue and was told l would have to travel to the nearest ‘superstore’ to return these items as they are the only store near to me that sell the substituted items. Bearing in mind my anxiety regarding travelling this was very upsetting as it is a journey that would take 40 minutes and 2 bus rides. When checking my email Sainsbury sent the day of delivery they confirmed that there was a 20p voucher to use on my next online order. No mention of the £2 they over charged me for the candle/pot pourri, and the difference between the oil/spray. If l decide to continue shopping with this brand, l will unfortunately have to check each item 1 by 1 at the door which will make the poor delivery guy very unhappy. Sainsbury if you care about your loyal customers and your reputation, you should respond to many of your lower star rated reviews. Disappointing Sainsburys with your Ethos, several decades ago you were the best brand around but now you have to much competition !!”
“I would like to thank the very nice lady at Sainsbury's balderton Newark she helped me back to my bungalow I much appreciated her help I think her name is Tracy meny thanks miss knight”
“Sainsbury in South woodham letting whole family's in with just one trolley and children running around like it's a playground in covid times this is descusting sort it out Sainsbury's it should be one person per trolley.”
“Had to buy a much larger turkey crown than we needed because the smaller were never in stock. Followed instructions carefully and we ended up with a dried out piece of meat. Totally dreadful christmas dinner and the turkey cost over £60 for two of us. In fact none of the food to order that we wanted was ever in stock. Very disappointed and let down.”
“Purchased a mushroom brie and truffle tear and share garland as part of a Christmas food to order. It was advertised as to serve 15 people, well maybe one small tiny bite each!! It was awful, just tasted of mushed up gloopy mushroom. One bite from a few of us and the whole lot went in the bin. An expensive mistake, awful.”
“We have purchased turkeys from Sainsbury’s over the years but not in recent times as there is no store locally . This year we decided to order a turkey from Sainsbury’s but some distance away . The turkey was a Norfolk black which is supposed to be top of the range. To our dismay we found the turkey to be tough , sinewy and chewy with no flavour. Never again.”
“The quality of Sainsburys products is becoming noticeably bad this year.
I always include Sainsburys unsmoked bacon in my grocery delivery and added extra during December for making the pigs in blankets.
Oh my goodness!! I already have a severe heart problem and therefore am very careful with what I buy and eat, but I was not prepared for the 'killer' amount of salt in the bacon that Sainsburys now has in its stores. The pigs in blankets tasted like lumps of pure salt and therefore inedible! Believing it was just that particular pack of bacon I threw the rest of the rashers in the bin.
But today I chose to have a couple of rashers for breakfast - I had a bite but there was no taste of bacon only salt and my tongue mouth and lips became sore! I could not get rid of the awful taste of pure salt even though I drank plenty of water.
This is unacceptable and actually dangerous to health Sainsburys.
I had always chosen Sainsburys because of the quality of the groceries they provided - BUT it appears that money has probably become the main focus and not the food.
It is now ten hours since eating some of the bacon and my mouth and lips are still sore and the awful taste of salt will not go away!”
“We ordered our Xmas food to be collected on the 24th december for click and collect (food to order)....The whole click & collect was a disgrace!! We had to go the back of the shop to collect the food to order, none of the staff had a clue what the procedure was. We then had to go back to the front of the shop to pay at the tiles!! There was no social distancing from customers or the staff, the staff behind the cash desk had no idea how to process our order!! Kind of defeats click & collect. The only think it did was I didn’t have to walk around the shop to get my food. Click & collect normally means walk in collect and pay but this was not the case..when we got the food home all the dates were use by the 26th dec, now we spent £200 with yourselfs and we had to freeze 90% of it because we weren’t going to eat £200 of food in 48hrs!!.....extremely disappointed in how you have handled the click & collect service especially in the current situation. We certainly won’t be using sainsburys for Christmas again”
“Substitute my elderly mothers turkey 2 days before xmas amongst other things. They did the same last year. I placed order 3 weeks ago and they told me on phone they just give out what they have on the day regardless of any order. You dont get any say and they just send you anything. Contactec ceo and they were know help either. Drivers dont wear masks either.
AVOID AT ALL COSTS”
“Bought Taste the difference "Welsh Hill Carvery Leg of Lamb" for our Christmas dinner which was absolutely delicious. Just added sprigs of Rosemary before cooking. Just the 2 of us and plenty left. I would highly recommend this item.”
