“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.”
“Cancelled my food delivery 1 hour before the scheduled time! This is ridiculous, as I am self-isolation and cannot go to the physical store. The next available delivery slots are few days away. What am I suppose to eat until then? On top of that, I used my 2 GBP coupon for the order, which I did not get back after the delivery cancelation! They did not even offered a new slot, instead they told me to reorder each item again because they cannot see my order details. Easily, 1 star review.”
“I went to Sainsbury’s Fulham wharf today . I had the most amazing and helpful assistant called “Ermias”.
He was not only super professional but very sufficient and friendly.
Just makes your day easier and nicer .
Thank you .”
“Darlan Road
Darlan Road, Fulham. I have been using this branch of Sainsbury since it opened however, due to the actions of an aggressive weekend kiosk assistant, I will not be returning. My first experience of this individual was pre -pandemic when he refused to assist me with the packing of bags despite clearly seeing I had an arm injury. During my second experience with him, he shouted abuse at me in the store and had to be removed from his post by the assistant manager. He continued to shout and swear as he walked away with no regard for anyone, Despite, being assured this behaviour would be addressed and training would be given, my encounters with this individual have now gone beyond acceptable and he has clearly and consciously decided to ensure I am treated with aggression on each visit, A policy Sainsbury must endorser under the guise their staff are the victims of the pandemic shopper. Today, he left my product on the far side of the counter, behind the screen designed to protect him and when asked to push them across, acted like a child. pushing the ticket an inch at a time, I should not have to lean into anyone's personal space to collect my items and find it very concerning he would want me to. Does he enjoy being difficult or does this go deeper?! I am sure the condition this cashier suffers from impacts all women he comes in contact with and I am grateful to have the option of removing myself from this extremely concerning behaviour.”
“The fruit you giving to me is RUBISH 99% of the time.
I complied 2-3 time but you continue to do this f crime.
I’ll never buy anything from u anymore, I just was busy to register to another app because the app was handy and my favourite was easy to access.
But I fed up of wasting money with Sainsbury’s.
We always put the fruit to the bin even our dog didn’t eat the strawberry online Sainsbury’s gave us.
They give me Kale which has one day date?!!!!!
Shame on you.
Shame on you.
I’ll tell this to all people i know because Sainsbury’s do this none stop.
They think people order online r stupid or Or dog.
I put in the bin strawberry and kale Sainsbury’s gave us yesterday.
The toritoz chips was open !!!
They losing lots of money just because I’m buying always from shop probably million people like me do the same”
“Purchased 'Just cook 21 day matured beef steaks with a peppercorn sauce' by Sainsburys. It was so tough as to be inedible-a wasted meal. Really unpleasant and very disappointing and a waste of money.”
“Delivery driver was early waiting at the door when o got home so I didn’t get to check my emails when I got in. Handed me food n left then opened a bag of substitutions I would have refused. Phoned customer service who were arrogant and rude telling me I was emailed a list during the day, I’m a frontline key worker I don’t get to read my emails at work this policy stinks, and other CHEAPER supermarket the driver highlights substations to you and heir customer service is customer service not some jumped up jerk sat at home with his feet up telling you his job is as hard as yours. NEVER SPENDING A SINGLE PENNY WITH SAINSBURYS EVER AGAIN”
“Sainsbury's online delivery used to be good - I have been using it from the first lockdown last year. However, yesterday's delivery, expected between 9-10 pm failed to turn up - no text or phone message to explain why it did not arrive I tried phoning Sainsburys customer service, waited nearly an hour - the guy who eventually answered said he would find out what happened - waited a further half hour - then my phone ran out - but it was past my bedtime anyway so gave up. Had email this morning to 'confirm that my order had been cancelled!!! I did not cancel it - Sainsbury's did that without an explanation. I phoned Sainsburys customer services again who told me it was due to technical difficulties. The customer service assistant did apologise profusely, so I cannot find fault with him. I understand now (from Google) that 10,000 customers have also been affected by these technical difficulties. Not good enough Sainsburys - the only reason you got two stars is because I have been happy over the last year but the way you handled this is completely unacceptable.”
