“I ordered online and they then turned up without standard vegetables like onions and courgettes due to them being 'out of stock'. I live in central London... never had a problem like this with Ocado. Will not be using Sainsbury's delivery again.”
“Well done Sainsbury on having a whole range of products with NO PALM OIL.
Saving the orangutan is something I strongly believe in and have for the past 6 years not bought any products with PALM OIL in them. So now even the sweet mince meat is palm oil free. You should make this public and put no palm oil on your labels. As there are many people like me that what to save the forests .
Linda Winchester”
“Cannot understand the negative comments about sainsbury's online or store experiences. I have done both staff friendly and polite. Maybe treat people as you would expect to be treated.”
“Having just been in hospital I thought I would place an online order, as I have done before. I was locked out of my account, as I have limited vision I phoned and after about 20 minutes spoke to someone who gave me a new pin. he said I could answer audio questions as I am unable to see the pictures very well. My hearing is perfectly normal but I listened to the audio repeatedly but still couldn't understand the muffled sound. I then tried to contact help again , after 40+ minutes my phone battery ran out of charge. Still have no food ! Thanks for making life even more difficult.”
“So placed an order online. Texted me 1 hour before delivery asking me urgently to call with payment details. On hold on the phone now for 25 minutes!!!! These jokers can't even take my money. Please Sainsbury's take my money I have my card... no? Ok I'll see your staff in lidl and waitrose!”
“Well once you're in its very hard to get back out again as only half the checkouts are open, that's being generous by the way. Taking Argos into their store was a good move for them as it will get people in. They are the only reason i will go back in. We used to shop every week in Sainsbury's but since, have started shopping in Morrison's where you get a much better selection and all checkouts are open. They have a much better incentive for going back in with their rewards system also.”
“Appalled. First shopping experience 13 October 2018. They couldn't supply a suitable alternative to fresh minced beef! But the killer is - I asked for a Charlie Bigham's ready meal and they supplied a different ready meal. It arrived on Saturday 5.30 and when I looked at it on Monday, it's Use By date had already passed! Not only that I'm logged in as an allergy sufferer and should get warnings if I try and buy something inappropriate. But hey, don't worry, just supply something loaded with lactose including raw unpasteurised milk! You might think I should have been more aware but as this was my first shopping experience with them I stupidly trusted them to take of my order appropriately! Never ever again will I trust my online grocery order with Sainsbury. Waitrose all the way for me from now on.”
“I ordered my shopping online in August over the weekend and booked a 6.30 - 7.30pm delivery slot for the following Tuesday. By 9pm when my shopping had still not arrived I contacted the Customer Service Centre, who, after carrying out investigations, informed me that the driver was off sick, so my order had been cancelled. Which was news to me, as Sainsbury had not contacted me neither by phone (including a text) or e-mail.
I was even more upset when I was told that the next earliest available slot was now Friday - ironically though, had I decided to go online to reorder and (re)book another (more expensive) delivery slot, I would have received my shopping the following day!
It didn't stop there though. A day/two after my order should have been received my account was debited for the shopping that I did not receive; since then I have lost count how many e-mails have been going back and forward to customer services, including the Executive office, who I suspect are all the same. Who stated from the onset that the money could not be returned to my account , it would have to be refunded via cheque or a gift card. Which is strange as money has been returned/credited to my account before when I have not receive products or when I have not accepted substitute products.
When I last contacted Customer Service I was told that Royal Mail tried to deliver the cheque, but I was not in so they left a card - what card!!. Also, why would the cheque (which is not for a large sum of money) need to be signed for??
Well I am still waiting for this reissued cheque to arrive for this ongoing situation, along with a £20 gift card that Sainsburys have 'kindly' issued for the inconvenience caused,for an issue that cannot be resolved nearly two months later!”
“Two failed grocery deliveries, both occasions we weren’t contacted and the customer service varies depending on who you speak to. The inconvenience has been huge! Tried to resolve this but have given up. Would not recommend their grocery delivery service to anyone!!!”
“On-line grocery shopping with Sainsbury’s is a total disaster. The website has glitches and often unable to log-in and book deliveries. The on-line help team and tech team are also useless, 30 mins each time on hold and then can’t work out why it’s not letting us place an order. Numerous promises of calls back once they have fixed the bug, but they never call or deal with the problem. Tried the Facebook messenger option, they are also useless and simply advised to call the same number I’ve called numerous times. Asked for a complaints telephone number and all they give me is the same number I keep ringing - it’s not a complaints line. Just signed up with Morrison’s now and will be doing weekly shop with them after being with Sainsbury’s for 15 years. Recommend avoid!!!”
“After I placed a huge order on Sainsbury´s Website (256 pounds!), they delivered the food to my student accomodation the next day. Several items were missing because the delivery man missed to hand out the last box of food (which I discovered after work). Apart from that he forgot a couple of crates at my place. I phoned the customer service to ask for a delivery of the missing items on the next day. The lovely Lady on the phone made clear, that I cannot get my food, that I paid for!!!, delivered, because I don´t have a UK phone number. Contact per E-Mail or picking up the items at a certain time and place was not possible either. After several minutes of discussion, I tried to point out that the driver needed to come anyways because of the forgotten crates. No chance! No customer service whatsoever! You certainly lost a customer here, Sainsbury´s!! Never will I ever shop there again…. They do have good quality food though..”
“Terrible service from Sainsbury’s online order department. I placed an order for click and collect, received confirmation and when I arrived to collect the order was incomplete. When I went to store to sort this out, there was no one on customer service, I called but the wait was so long! I placed another order, my order was confirmed but when I returned to collect, they changed my order for another product! I tried to sort out with customer service on the phone and got nowhere. Very poor service from Sainsbury’s”
“Ashton Under Lyne - Usually the staff here are really nice and friendly! However I spoke to a deputy manager called Dean today who was absolutely awful, such a bullish mentality and so rude! I can't believe that's how he treats people/customers and if that's the way he does treat the customers then I can't imagine how others would be treated i.g staff! So disgusted by the way the situation was handled by someone who absolutely does not represent the store or the company as a whole very well! Good job that the other members of staff seem to be customer focused and friendly people! Disappointed to say the least with how I've been treated by such a "manager".”
