“Sainsbury’s delivery service, at least in the Pinner (Middlesex) area, is just terrible. Each time I place an order online, a number of items of my order would be unavailable for delivery at last moment. In last two cases, 9 and 7 items of my order were not delivered. This creates a lot of problems, as each time I have yo visit their local store to buy missing items. What is interesting these missing items are always available in the store. Which raises the question whether Sainsbury’s is interested itself in this way to sell its product. It looks like they don’t much care about this sphere of their business.”
“I want to thank Jeremy the friendly driver who delivers to an elderly friend in Ingleton; she is not very mobile, and he is unfailingly cheerful and understanding, patiently helping her unload from the trays into a box as requested, never rushing her and carefully explaining any substitutions if they occur. Well done!”
“I normally have my groceries delivered on a Tuesday afternoon when possible. Received my delivery earlier today and was so grateful that the driver was the same gentleman who bought my groceries last week. Normally the customer is left to pack all the items they ordered themselves and as quickly as possible which can be difficult for elderly and disabled adults. However LUKE MAC who delivered to my address again today is not only a very polite and friendly driver but also is more than happy to help pack the shopping which is super helpful (I only have full use of one arm due to having my left shoulder surgically fused years ago) and he has been the only driver since March 2020 who has offered this service with a huge friendly smile 😁. Good job LUKE MAC your kindness is very much appreciated. The only reason I gave 4 stars is purely due to the lack of help from other delivery drivers!!
EASTBOURNE, EAST SUSSEX.”
“My order never arrived which was a large order of around £129. I phoned customer services one hour after they were supposed to deliver my groceries and i was told they'd look into it. First they came back saying the order was marked as "delivered" but seeing as i hadn't received it they contacted the local store and found out one of the drivers had confirmed Covid and they couldn't get another van.
I was advised wait for a phone call tomorrow to arrange redelivery and my order was marked as "delivered" therefore i was asking, will they actually call me then?
Nobody ever phoned so i phoned them a second time to be told the local store will get in touch.
When they finally did, they said they had no booking slots for my redelivery. And that because it was marked as delivered they couldn't refund me, only do a manual refund and assured me they'd do it that day.
They didn't. Eventually a woman from customer services phoned 3 days later to refund my card.
Typical Sainsburys attitude, they sounded as if i should be grateful and were doing me a favour, to offer to refund my money back. They offered nothing to apologise or compensate for the inconvenience.
What upset me was the fact they didn't bother to notify me that my groceries would not be arriving. I was up all night waiting and also starving. There's also the fact i had to chase it up myself multiple times in order to get anything done. I'm sure if i hadn't they would have pocketed my £129 without another word. Why mark it as delivered, as it jeopardises customers that genuinely haven't received their orders.
When i did another order i regretted it because there were 11 substitutions of food not remotely close to what I'd ordered, one item 3 times the price, i returned these. Having celiac disease i ordered gluten free noodles, these were subbed for noodles packed with gluten.
I ended up with sandwich fillers without the gluten free bread and crackers which is pointless i felt genuinely fed up by this point. Not the first time they've done this.
The cherries i ordered were growing thick green mould and all of the fresh was going off the very same day or shortly.
Yes Sainsburys I've had enough of this treatment. Offloading food ready to be thrown out with the short dates, to your loyal long suffering online customers.
I did complain to Sainsburys and provide evidence with photographs of this as I'd really had enough.
Other aspects of Sainsburys have been acceptable or good.
However with Sainsburys i wouldn't buy anything fresh online as the same thing always happens not only is it disappointing it's such a waste of my money. Time consuming to sort out
Extremely inconvenient/ recently abysmal to order from.”
“My delivery driver was lovely so polite explained about the substitution,he couldn’t have been more lovely a total credit to the company 😊tony from Heaton”
“Terrible delivery service. They cancelled a couple of hours before delivery via email but then told me they had still taken my money. No food delivery and still no sign of a refund 5 days later.”
“I ordered from Sainsburys online for the first time while I was isolating. I don't normally shop with Sainsburys, I just grabbed the only available online food delivery available in my area as I was unable to go out to the supermarket. I didn't have high expectations (I just wanted something to eat!) but I have to say the experience was brilliant. The quality of the fresh fruit and vegetables was outstanding - everything had a long expiry date on it and was exactly the sort of thing I'd have chosen myself if I'd gone into a store. There were one or two substitutions but I've come to expect this on an online shop - and they were all things I could use (nothing random as I've had from other shops). I was really pleased with the experience and I will order again. (Plus the delivery was on time and from a friendly driver!)”
“Thought i'd give Sainsbury's a try this week as they have things on my list Tesco does not. Bollinger champagne was on offer I noticed so ordered a bottle for Christmas, was not told my Bollinger was unavailable at the door so my husband accepted the Laurant Perrier which was sent.Not happy I began to look into things, yes an email had been sent to me but being new to Sainsbury's I didn't realise the delivery driver wouldn't advise on this as they do from Tesco.
Not only did I not get the champagne I ordered but it was still showing online as available but not on offer.The Laurant Perrier they sent was full price and differed in value by just £5 from the Bollinger.However after looking online again I noticed the Laurant Perrier was also on offer that evening and £10 cheaper. So not only did I not get my Bollinger but had been charged the full price too for an inferior product.
All my fault apparently for allowing a substitution, not theirs for running out of stock just when they were picking my champagne, or just before the other champagne was going on special offer.
No I didn't believe it either, I can smell a rat too.
Was seriously thinking of changing from Tesco's but at least they honour their special offers, so I will be staying.”
“******DO NOT ORDER FROM 'FOOD TO ORDER' - WE HAD A FAMILY GATHERING FOR A REUNION AFTER COVID. ON COLLECTION THEY JUST SHRUGGED THEIR SHOULDERS WHEN HALF OF THE ORDER WASN'T THERE.
PLEASE DON'T ORDER ANYTHING FOR A PARTY....YOU WILL BE SO DISAPPOINTED...”
“Sainsbury’s use too be a really perfect experience going into there stores but in last day 10 years it’s gone right down in all area’s especially customer service and management. I’m a loyal customer for over a long period and lm going else where for my food. The items are sub standard and do not have a long shelf life. Staff are not covered on till positions when store is busy very long queues it’s unacceptable. Other stores don’t suffer this even when quiet they seem to manage on having at least 4 till positions open even when store is quiet. That way it can only work. I have now taken my custom elsewhere”
“I am not often moved to make a fuss but I find myself in a chain reaction of increasing disappointment and despair.
We did a family shop online on Friday 16 July, nothing unusual there. However a portion of the shop included items for a vegan consumer….not always the easiest of tasks.
Imagine my surprise then when I notice an email from Sainsbury’s telling me that a vegan ready meal I had purchased actually contained milk, beef and pork…..not very vegan at all.
I wanted to raise my concern and disappointment to this so I replied to the email and waited several days for some sort of reaction.
There was none so this raised my level of displeasure.
I looked at the email again and decided it was not an address that would be monitored…..another notch of annoyance…..in this day and age who would send out quite an important email that you cannot reply to?
So I go to google and find a customer services email address….I’m really quite angry now that something that was not of my doing was causing me so much grief.
Imagine my reaction when I get an automated response telling that Sainsbury’s have stopped doing customer service…..by email anyway, totally ridiculous!! Another notch up on the Mr Angry scale.
As a last resort I phone the number provided on the email, something I really did not want to do. After an irritating navigation of inappropriate options I end up talking to someone in South Africa, not ideal.
Is my issue with an order….no
Is my issue with a shop assistant…..no
I just want an email address to write to please.
Back on hold while the operative consults a higher authority….. I’m sorry we don’t have an email address….. You must be joking…..another notch up on the dissatisfaction meter.
Can I speak to your supervisor please? No sorry they are all in a meeting. Who have you just spoken to then? No satisfactory answer. By this point I am absolutely furious and the issue is now much more than a concern about a non vegan vegan meal.
Sainsbury’s what on earth are you doing?? I have been a loyal customer of yours for many years and use more than just your retail services.
This experience has left me questioning my judgment in doing this and if I do not get some satisfaction from you regarding these escalating matters I will be seriously rethinking whether I want to continue my several relationships with you.”
“We shop in Sainsburys in Grimsby rather than other supermarkets. They use sterilizer on the trolley handles and put them inside the entrance ready to use, and then they have hand and more trolley sanitiser when you go instore. The staff asked those selfish people who breath down your neck to please keep a distance. They are friendly and sometimes a gentleman welcomes you and says hello when you arrive and it is a great gesture . There was a wonky table once and my husband spilt hot soup on himself due to it. (The manageress or supervisor ) and cafe staff could not apologise enough and gave him a new pair of jeans to change into and of course they were free. They have recently re-opened the cafe and we sat and had a drink but the tabe we sat at was a wonky one so we will mention it to one of them if we sit at another one. They all know us now and we have a laugh and joke with them. Just a couple of annoying things. The soup and bread roll is lovely and popular as long as they have a choice of two and one is suitable for vegetarians BUT they don't do any sandwiches with just tuna without the cheese ! They cannot prepare you one as already pre-packed. I cannot eat cheese or egg. I don't understand why they did not have vegetarian sausage buns either . Again, they sell these sausages so what's the problem ? Please start doing these and even vegan cheese on the tuna sandwiches. The other thing is when I buy items on click and collect. When returning items there is always a problem..either the staff cannot work the new system they have or and with or without that I have had to make a phone call to prove I returned all the items listed and it says there is one missing. I ask for a printed receipt but they tell me I will get an e-mail. Stop the moaning..I can stop ordering click and collect if I want to !! What I would like to say is that we give praise to Angela who works in the cafe as she is very attentive and busy. They all are, but she seems to be a bit more forthcoming. Well done Sainsburys..apart from click and collect and the wonky chair..check them all.
See you soon”
“I ordered my shopping from Sainsbury’s as I had COVID and couldn’t go to the shop the didn’t have some of the items in stock and the substituted it with the cheapest brand possible for example I ordered 6 bottles of Volvo for £3.50 and the sent me hubbards food store water that were 17 p per bottle. I spoke to customer service and the pretty much said there not liable and there not doing anything about it do not use these they will rob you blind”
“Due to being asked to isolate and being a pensioner with no family near I tried to make a home delivery order at Sainsburys for the first time. What an awful experience, slots 2 1/2 days away, so tried to contact them to ask if they had priority slots. Absolutely no way to contact a human! 0800 number cut me off, even a complaint email bounced back saying it is no longer used. Disgraceful customer service”
“OK..I do understand completely that when placing a grocery order that some items may not be available when it is 'picked' in the early hours of the morning...BUT....in allowing a substitute one would expect the missing item to be substituted 'like for like'.
Thoughtless errors can occur such as a while back - the seeded gluten free bread x6 was substituted with seeded wholewheat bread x6...
The vegetarian sausages x8 were substituted with pork sausages x8....
but there have also been some inexplicable and rather odd substitutions over the course of the last 5 years or so.....all of which have been a learning curve as to which items I will not allow substitutes for.
Todays delivery had some really well thought about and very appropriate substitutes -
Sainsburys frozen salmon fillets x4 were substituted with Youngs frozen salmon fillets x4. (price diff £1)
Hubbards peach slices x2 were substituted with Sainsburys peach slices x2. (price diff 98p)
Sainsburys nectarine punnet x4 were substituted with Sainsburys nectarine punnet x6 (price diff 50p)
Sainsburys cornflakes x2 were substituted with Sainsburys organic cornflakes (price diff 80p)
but it is the wine substitutions I am a little puzzled and perplexed by -
ordered Sainsburys Sauvignon Blanc x3 - have been substituted by Sainsburys Soave x3
also ordered Sainsburys Chardonnay x3 - have been substituted by Sainsburys Pinot Grigio x3
This is the same as -
ordering oranges and being given apples;
ordering beef steak and being given pork steak;
ordering tea and being given coffee;
Just as oranges are not the same as ALL fruit, beef is not the same as ALL meat and tea is not the same as ALL beverages, sauvignon blanc is not the same as ALL wine and likewise chardonnay is not the same as ALL wine.
If there were not any of the Sainsburys Sauvignon Blanc available, then substitute it for another brand of Sauvignon Blanc - just as you did with the fish and peaches!
Sainsburys please please please give your pickers guidance in this. It saves a lot of hassle and returned goods which you have to refund the exasperated customer for!”
“So Tuesday evening i used the pay at pump petrol and my card was declined twice. Why because Sainsburys took £100 transaction and then another £100. I wasn't even able to put petrol in after this on my card. No signs warning you that you could leave £200 worse off and not get petrol. I now have to wait 7 days for the pending transactions to drop off according to my bank, Sainsburys executive team were very unhelpful and blamed visa for this even though this was their pump in their store and said there was nothing that could be done. I asked how i was meant to buy my food shopping but they could not answer and did not care i have to cancel a health appointment with my Osteopath because i do not have the money. I will never ever shop in this store or use their petrol station again. No customer care whatsoever, as long as they make money they are happy. Very disappointed with them and i hope noone else has to experience this
Trustpilot is committed to transparency.”
“I visit Sainsbury's, Gants Hill,Ilford,Essex on a regular basis. The Managers and staff are very efficient and friendly and will put themselves out that extra mile to be of help.”
“This picture below is what I received in my prawn fried rice from the sushi gourmet as I was eating with my son.
I have now been informed that the first person did not do their job properly nor did the person who took the returned food but I should be satisfied with a £20 egift card of £20 nectar points I had sent a message to simon roberts and got the same reply but here he is issuing an important message about people about buying beer”
“I shop in Cardiff Thornhill branch, and found Hassian working in the fridge area, he was so helpful, courteous and polite, he went out of his way to help me. It’s a long time since I had service like that. I am sure he will go a long way. Thank you Hassan.”
