“Disgusting customer service.
No delivery of order. No call from driver to say would not be delivering order due to a puncture. Have they not signed up to the AA ( or equivalent)? Waited for 20 mins on hold to speak to customer services to find out what was going on. First operator was incredibly unhelpful and frankly obnoxious. He offered me a delivery slot 25hrs later which did not suit me as I was not in. If you cannot stick to your side of the contract you should be offering a slot that suits the customer not you. Why can't you add the shop to the next van in the area? I got some poor excuse about the van being overweight. What nonsense, are you seriously telling me that a couple of bags of shopping puts a van over a specific weight. How did the operator know how much my bags weigh? I needed these products for a specific purpose and it was not a general food shop.
As a service you should be busting a gut to get the food to the customer who are depending on the service.
This obnoxious individual refused to put my complaint through to a manager as this wasn't part of their procedure. Again, seriously? The whole attitude was "like or lump it." He then put the phone down on me when I cricitised their service to customers throughout the whole Covid pandemic which frankly has also been disgusting.
I really wasn't having this so called back to operator no 2. Again waited over 20 mins to speak to operator no 2. I got as far as giving my name and stating I wanted to speak to a manager. She put the phone down on me.
Call operator no 3 took 35 mins to pick up the phone. She told me a manager would call me back within 24-48 hours. No call back was made. I left it 4 days and rang again. I was told a manager would call me back within 24-48 hours. Guess what 3 days later still no call back.
I will never shop at Sainsburys again. You aren't cheap and your customer service is non existent and an absolute disgrace.”
“I am registered disabled and also "at risk" group with covid 19. I struggle walking and lifting so ask my shopping comes in bags. My shopping arrived today and was placed loose on the floor. The driver said no bags anymore I telephoned Customer services and they said no bags closed my account and refunded the fee i had paid for recurring slot. WELL DONE Sainsburys”
“Changed our email on the system. The account was then deleted and we lost the delivery pass.
The terrible support team wouldn’t resolve but wanted to see our bank statement to prove we’d paid for it. They could see we had the pass on our account.
The useless agents on the phone weren’t interested and wouldn’t fix it.
Stay clear of Sainsbury’s”
“After my fifth rescan in store in a row at Weedon Road I had had enough. The 2nd last one was a full trolley rescan. Asked to speak to the manager, I spoke with Ian, couldn’t have been less helpful said rescan are triggered because I must have failed a rescan check at some time and was flagged as a risk account, I did explain I have never ever failed a rescan not once and he wouldn’t agree that the fault may be with Sainsbury’s system, so as well as implying I was a lier he also implied I was a thief. Appalling customer service. I have spoken with customer services who have assured me the Store manager Richard will call me back, no call as yet”
“I have been using Sainsburys home delivery for some months as they prioritise elderly shoppers and have been a Sainsburys customer for many years so I have stayed loyal to them. As with the other lady, I have problems bending down due to having two metal hips. It does clearly state on the website that the driver will put the shopping into customer's own bags but the last twice, although I have supplied bags, the drivers have refused to put the shopping into the bags, just left all the items on the floor although I did tell them I was unable to bend. I'm now reconsidering shopping with Sainsburys, I'm not going to put my hips and back at risk because the drivers are too lazy to help me. I will be trying another supermarket in future”
“My Sainsbury's order did not arrive. I had a slot book for delivery of groceries yesterday between 8pm-9pm. My delivery did not arrive. No phone call or e-mail to communicate with me. Tried to contact customer service and was kept on hold for so long, I gave up. I now have the painful task of trying to get hold of someone in customer services for a refund, as the value of the shopping has been taken from my bank account. I won’t be using this service again.”
“Do not go with Sainsburys. Every time I deal with them with my online shopping there is a problem. They think that a £5 voucher helps. If I have ordered shopping I expect it to come, I do not expect there to be an error on their side so that my order is cancelled or I am forced to cancel it for another time.
They are vile!
On 3 occasions now my order has not been delivered because of what they can or cannot do. The customer does not come first. I have been on the phone with them for over an hour all the times I have spoken to them. Disgusting! They do not even have a proper complaints procedure.”
“My family is going hungry because they did not deliver my order. We have been asked to isolate so i cannot go out. Flimsy excuse is the driver couldn't find my address and couldnt contact me either. But my phone works just fine, and he would be the first delivery man who couldnt find my address. It sucks big time. Now, i have to wait 5 days before i can order anything because i have no money left. I was banking on their delivery to feed my family for 2 weeks.”
“I am elderly and usually your delivery drivers leave shopping on porch, more recently in bags left out for them. Twice had the same delivery driver who refuses to put shopping into bags and requests I unload Sainsbury’s containers and pack it into bags myself. Last time, feeling dizzy and off balance, I was unable to cope with it and it was a big order. He took my order away and didn’t leave it. Hoping Sainsbury’s will promptly refund my card payment. It does clearly say on their website the delivery driver will leave the order if bags are provided but this is not true of all drivers, so if you are infirm, heavily pregnant or tired, use Amazon Prime Now with Morrison’s. They deliver in nice clean strong paper bags, email when it is coming, and leave on step and knock the door. They usually wear a mask too. You also get same day delivery and it is free. It is very easy to speak to them, they phone you back if you leave a message online and sort out any problems quickly.”
“I have just completed a phone call (18th September 13.45.) with customer service regarding a query with a current order. The lady who dealt with me had such a lovely and warm manner I simply want to say thank you. All sorted very easily.Certainly a credit to Sainsbury’s.”
“We received a delivery from David your driver who was extremely helpful, polite. He represented your company very well. Thank you David, much appreciated.”
“Sainsbury's celebrated their 150th anniversary recently, 150 years of looking after their customers.
In their 151st year, they have lost the plot.
Closing inner town stores, to make people drive to their out of town stores, with no regard for the environmental problems they are causing.
Their phrase of, "The new store is just a short drive away", means that they are chasing away customers who do not drive! And we all know that public transport does not serve these out of town shopping areas very well.
Internally, the shops are going downhill, with the quality of food and shops deteriorating.
The only good thing left, are their staff, a loyal and brilliant bunch of workers, who are going to suffer with the store closures.
Top management need to step back and have a look at what they are creating, rather than compete with the likes of Tesco, they are becoming the same as Tesco, which is a step in the wrong direction.”
“Sutton surrey store have renewed our faith in sainsburys for shopping through covid 19 lockdown all the staff are excellent the store has been perfect to get around no clutter at the end of the isles to narrow walkways and never too many people in shop thank you”
“I got my home delivery and was told buy driver £37.60 worth of items were out of stock ! The email I had in morning just showed 1 item missing,this keeps happening ! I phoned customer service was on line in total 45 mins to be told sorry and I will get refund in 3 to 5 days rubbish service I am housebound and don’t get out to do my own shopping I will look into changing supermarkets but as I have checked reviews doesn’t seem to me that Sainsbury’s don’t value customers”
“VERY RUDE. !! Closed the phone when i asked for her name. I have never seen such rude customer service. I received damaged product so I had called to see what could be arranged she could only give me a voucher for one of the items. i said fine could i speak to your manager and supervisor she had said neither are in then i asked her name so i could make a complaint and shut the phone. SUCH RUDE SERVICE from a customer service advisor, also very arrogant. Then later I was told her name is Leigh. She needs a job that doesnt involve people.”
“This morning at Sainsbury Kelso, 8 September, while getting a trolley at disabled parking section, I passed these 2 dogs in this hot car with the sun bearing down on them. I took photos. There were 2 windows opened 1 inch each on the right side of the car. No open windows elsewhere. The 2 dogs were panting, one was crying. I went to Customer Service desk in supermarket. They refused to make an announcement to tell the owners. The fellow at the till said he'd tell the manager . I waited, kept looking if anyone was coming, went out to check the dogs again. No one showed up. Went to speak to Customer Services again and he said the manager told him Sainsbury can't get involved. Refused to alert owners or report the plight of the dogs. .Finally after over half hour to 3/4 of an hour of first seeing the dogs, the owners showed up with 2 trolleys of food. The couple in their 60s put the food in car. Wife said they cant leave their dogs home and so what !!! Wasn't bothered in the least. It is a hot sunny day today and inside that car it would be climbing to high 20's.
What shocks me is that Sainsbury refused to make an announcement over the loudspeaker to alert the owners. In a matter of minutes, the situation could have been resolved. What kind of store leaves dogs to suffer!!”
“Just shopped at Midsomer norton branch - a manager named Tracey helped me with a problem to be interrupted by rude customer - I must say she dealt with problem with patience, diligence and calm most impressed just saying disabled customer 🙂”
