“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.”
“Purchased a fresh cream yule log for xmas eve very disappointed tasteless is a under statement hardly any cream and very bland would have been better of buying a choc swiss roll much tastier and less than half the price not good sainsbury's”
“Did online shopping for an elderly relative. Was charged £11 for a frying pan priced at £5. Customer service not helpful and will not refund the overcharge.”
“I received a delivery yesterday at just after 7-30 am. All the items I ordered were delivered. A very pleasant man brought my order.
Thank You Nantwich”
“Having accumulated close to £100 worth of groceries I was expecting at the very least a polite reception at the cash desk. My experience left me both disappointed and angry.
The customer service I received was both ignorant and offensive. The young male cashier lacked emotional intelligence and only communicated when I asked if I could use my nectar points. My purchases were thrown through the scanner and there was little or no eye contact. Having had to endure the lack of social distancing from some customers who seemed intent on promoting a panic scenario perpetuated by the media, I will now seriously consider taking my custom elsewhere. Politeness costs nothing. Shame on you Sainsburys. Try schooling your cashiers in courteous behaviours.”
“A very concerning lack of social distancing at your Chichester store. No two meters while queued outside, many people jump the queue by going in the entrance including staff, only about 60% use the hand station and trolley spray, less than 20% spray their baskets and so many refuse to wear facemasks (never seen so many people exempt!) and they are rarely challenged to do so. The appearance of the external areas of the store is very disappointing with overflowing bins, trolleys full of rubbish and litter everywhere, we are in a pandemic people!
In store is worse, absolutely no one way, no social distancing, no cleaning stations, no two meters at checkout.
I shop here twice a week, every Thursday morning for my parents and Friday morning for us and its the same every week.
Surely Sainsburys has a duty of care towards staff and customers?”
“There is an appalling system in place for how customers complaints are dealt with.
The CEO Simon Roberts claims to be interested in customers views and experiences, but as I see it it’s all for show and what looks good for PR.
I am shocked at the response of not taking my complaint seriously.
The highest level claims to be ‘executive leave’ but the are in fact just another call centre thus misleading customers.
The general customer care line will not help any further and then block you from requesting to speak to the store manager.
It is unbelievable that a store manager is taking instructions from inexperienced 20 year olds.”
“Got an email yesterday to say there was problem with the payment. Called the number as advised by Sainsbury's and provided payment details which were declined (again). Was asked to get my husband to call so they could re- try the original payment method. Husband who is a chef and stupidly busy called from work and it was declined again- and this time as it was the third attempt the order was cancelled. What? As customers we did nothing wrong and followed instructions and were then told our Christmas shop was non existent after all the time it takes to do it online and after waiting a week for a terrible delivery slot. After a few phone calls Sainsbury's contacted the store and they took the payment (what a massive stress) and we received e mail confirmation that it was going ahead but then our 10pm -11pm time slot passed with no delivery. I called last night and got a message to say 'we are closed' I have called today and a customer service rep called the Warrington store who have said that apparently they will call me back today. I advised I was not happy with that answer and was told by the 'customer service' representative that he wasn't the delivery person so he couldn't tell me what's happened. professional ... not very. The problem here is not necessarily a fault with Sainsbury's system but with the staff. If we were told to contact our bank first before making another payment attempt we would have and if I wasn't talked to like an idiot by the customer service rep I spoke with this morning I wouldn't be writing this complaint. 433989622.”
