“WORST BRAND EVER CANCELED MY DELIVERY AND NEVER TOLD ME MADE ME PAY DELIVERY COSTS TWICES SHITTIEST SERVICE WORST CUSTOMER SERVICE, WILL NEVER BE BUYING FROM THEM AGAIN”
“Timing of deliveries are good, and they’re pretty reliable for store cupboard, baked goods, etc. They seem to actively choose fresh veg which store customers won’t buy.
My real complaints are the lack of care in packing (heavy goods on top of fragile items) and the lack of thought which goes into substituting products which are unavailable. The latest: I ordered frozen tempura prawns; they suggested frozen mini chocolate eclairs!! Who in their right mind...??”
“I had problems with my delivery yesterday in Bristol and had given up hope of it arriving after speaking to customer service who said there wasn't another delivery for a week and I am a priority customer!. An hour or so later Jonathan, the delivery driver arrived with my order which was amazing - through no fault of his own he was late. He then even came back at the end of his shift to deliver another item, even though I had told him not to do this as he had done quite enough to help me already and I thought he should go and get some rest! I consider this to be an example of outstanding customer service; particularly in these dreadful times.”
“Sainsbury is the worst Company for on oine shopping. I brought 6 litres of Jack Daniels and subsituted with 70cl at a dearer priced. I was conned badly by Sainsburys and cutomer services are a waste of time. Do not on line shop here. They are expensive and con customers for their own gain
One star is too much for this company”
“If I was able to give 0 stars I would! I have placed an order online for home delivery, I have received the email of confirmation that my order will be delivered between 7:30PM-8:30PM (31.10.2020) and I waited and waited. Of course, it didn't come. At 10PM I have called the customer service myself to find out where is my delivery. The gentleman I talked to (can't remember his name) gave me an amazing answer "we don't know where is your driver, you won't receive your order today but someone will call you tomorrow morning to reschedule for tomorrow" . Great, I went to sleep without eating, not only me but my children too. I woke up today at 6AM so I am close to the phone to receive my food. No one called so I decided to call myself again. This girl Marge, which was very rude told me that no order will be delivered and if I am desperate I can get out of the house to buy some food and that someone will call me this week to give me a refund which will take up to 5 days from the moment I will be called. WE ARE IN HARD TIMES, I DON'T HAVE MILLIONS IN MY ACCOUNT, AND EVEN IF I HAD WHY WOULD I SUFFER FOR THEIR MISTAKE. DEFINITELY NEVER GOING TO PURCHASE FROM THEM AGAIN”
“If I was able to give 0 stars I would! I have placed an order online for home delivery, I have received the email of confirmation that my order will be delivered between 7:30PM-8:30PM (31.10.2020) and I waited and waited. Of course, it didn't come. At 10PM I have called the customer service myself to find out where is my delivery. The gentleman I talked to (can't remember his name) gave me an amazing answer "we don't know where is your driver, you won't receive your order today but someone will call you tomorrow morning to reschedule for tomorrow" . Great, I went to sleep without eating, not only me but my children too. I woke up today at 6AM so I am close to the phone to receive my food. No one called so I decided to call myself again. This girl Marge, which was very rude told me that no order will be delivered and if I am desperate I can get out of the house to buy some food and that someone will call me this week to give me a refund which will take up to 5 days from the moment I will be called. WE ARE IN HARD TIMES, I DON'T HAVE MILLIONS IN MY ACCOUNT, AND EVEN IF I HAD WHY WOULD I SUFFER FOR THEIR MISTAKE. DEFINITELY NEVER GOING TO PURCHASE FROM THEM AGAIN”
“If I was able to give 0 stars I would! I have placed an order online for home delivery, I have received the email of confirmation that my order will be delivered between 7:30PM-8:30PM (31.10.2020) and I waited and waited. Of course, it didn't come. At 10PM I have called the customer service myself to find out where is my delivery. The gentleman I talked to (can't remember his name) gave me an amazing answer "we don't know where is your driver, you won't receive your order today but someone will call you tomorrow morning to reschedule for tomorrow" . Great, I went to sleep without eating, not only me but my children too. I woke up today at 6AM so I am close to the phone to receive my food. No one called so I decided to call myself again. This girl Marge, which was very rude told me that no order will be delivered and if I am desperate I can get out of the house to buy some food and that someone will call me this week to give me a refund which will take up to 5 days from the moment I will be called. WE ARE IN HARD TIMES, I DON'T HAVE MILLIONS IN MY ACCOUNT, AND EVEN IF I HAD WHY WOULD I SUFFER FOR THEIR MISTAKE. DEFINITELY NEVER GOING TO PURCHASE FROM THEM AGAIN”
“Shopping didnt arrive so I phoned customer services and they said they would contact my local store and would ring me back. They phoned back to tell me that my order was cancelled due to van breaking down! So why didnt sainsburys phone me to tell me and arrange an alternative slot, more so as Im on their vulnerable list!! being housebound and disabled. This has happened before without me being informed by sainsburys!
I was given a slot for the following day but it wasnt showing on the website so I had to phone to double check the slot was booked.
I tried to amend my order via phone as I couldnt do it on the website and was told my order had been locked and it couldnt be changed. Customer service asked what I wanted and I said a loaf of bread, as I had forgotten to add it, she said she would phone the store and ask them to add it to my order, the store said they couldnt as my order was locked due to the change of delivery date!! Really!!!! not impressed!
OMG what a nightmare, shopping arrived late with out of date donuts and ALL my frozen foods missing!!! On the phone to customer services for a good hour and kept getting cut off, eventually got through and told them about my delivery. They couldnt get through to the store to see if the delivery driver could come back with my frozen foods so Ive been offered a refund for the missing items and stale donuts. So now I have to make do with whats in my freezer to eat before my next shop.
Fuming is an understatement!!
Complained via phone but have no idea if complaints are really dealt with so I emailed sainsburys but the email was returned as its no longer in use so I emailed the CEO.”
“I placed my order, only for them not to turn up. I then tried phoning, no answer, the next day I got a text saying that they cancelled it. I then managed to speak to someone, rather than delivering my order the next day, they said I would have to order them again in a different day. It was an appalling service, and Sainsbury’s policies need to be abolished, and their ideas need to be buckled up. I give them 1/10😡”
“Over the years I have had deliveries from other supermarkets at times, but only when I cant get a slot with Sainsburys.
My delivery comes from Sainsburys Barnstaple Devon. The orders are usually missing the odd item due to lack of stock at time order is being picked with the substitute options usually fairly good and usually more expensive BUT Sainsburys refund the difference in price - since the pandemic caused staff shortages the difference is refunded by voucher in your grocery account almost instantly.
This morning's order confirmation email showed items missing and not substituted.....so I called Barnstaple and spoke with the delivery manager. He immediately apologised and offered to see what he could do.
Happily surprised he called me back. He was again sincerely apologetic that this had happened but confirmed that he was able find the items and has put them with my groceries for delivery!!! What a star!
This is not the first time that Sainsburys Barnstaple has proved to me that they value their customers - a handful of years ago an error was made with a gluten free item ordered where it had accidentally been replaced with the gluten version. The manager at Barnstaple not only apologised, but sent a card, flowers and gluten free items as an apology gift.
The managers at Barnstaple go above and beyond what I would ever have expected, particularly in this day and age of 'take it or leave it'!
I would also like to add that the delivery guys and girls have always been friendly and dont make me feel rushed, and always arrive within the time slot!”
“Over the years I have had deliveries from other supermarkets at times, but only when I cant get a slot with Sainsburys.
The orders are usually missing the odd item due to lack of stock at time order is being picked with the substitute options usually fairly good and amazingly, if Sainsburys does have to use a substitute that is more expensive they always refund the difference by giving you a voucher for your next shop. They used to just refund the difference but the pandemic has caused problems with this due to staff shortage.
This morning's order confirmation email showed items missing and not substituted.....so I called Barnstaple and spoke with the delivery manager. He immediately apologised and offered to see what he could do.
I was happily surprised when called me back. He was again sincerely apologetic that this had happened but confirmed that he was able find the items and has put them with my groceries for delivery!!! What an absolute star!
This is not the first time that Sainsburys Barnstaple has proved to me that they value their customers - a handful of years ago an error was made with a gluten free item ordered where it had accidentally been replaced with the gluten version. The manager at Barnstaple not only apologised, but sent a card, flowers and gluten free items as an apology gift.
The managers at Barnstaple go above and beyond what I would ever have expected, particularly in this day and age of 'take it or leave it'!
I would also like to add how friendly and respectful the delivery guys and girls always are and always arrive within the time slot!”
“Received first delivery today. Had received email that morning telling me had replaced stewed steak 400g tins x 3 with 200g tins x 6. Did not realise until found receipt under shopping after driver had gone that the cost of 6 small tins was £6 more than 3 large tins. Absolutely furious and feel robbed. Called customer services asking for refund. Angela answered phone and was very rude, trying to talk over me all the time. She was not interested in taking my name, order number or hearing about the problem. She talked over me just repeating that I should have read terms and conditions. I think this is robbery. I can return the tins to nearest shop which is 15 miles away in the middle of a pandemic or accept a voucher for a supermarket I no longer want to use”
“I have just incurred excellent support from a lady called Lynn who resolved my query using empathy, logic with a good does of humanity.I have tried to email Sainsbury's regarding this but the email bounced back. Sainsbury's you need more Lynn's on the end of your phones.”
“Once again, last night our order never showed up. Waited and waited, then called, was put on hold for half an hour, and then accidentally disconnected by Sainsbury's while they were taking my details. No one called me back. When I finally got through to them this morning, they said "the driver ran out of time so fulfill the delivery" (or bother contacting us to let us know). No food for the kids breakfast this morning. Not the first time this has happened, so we are shifting to Morrisons.”
“Got a click and collect from leigh store and the bowl out my dish set was broke so the girl (Amy) said she would bring a bowl to me after her shift and she did so a big thank you for that”
“We ordered some celebration food/platters for a gathering of 6 for two separate sittings. It was stressful enough trying to manage the celebration whisky adhering to Covid guidance so it seemed sensible to delegate the food to Sainsbury's. We paid online and arrived at the store 30 mins before the event. No food, the manager had no information and as it was an express store there was not enough variation in the store to make the order. I then had to spend my own daughters celebration food shopping and cooking food. They put source the event food so cannot tell me what happened. Please do not trust this service for a celebration.”
“First time used click and collect, several chilled goods expired on day collected or the next day, quite poor really. Turkey mince had actually ballooned the packaging so threw it away. I am retired and live alone so will not use this service again. To add injury I spent 30 mins writing an email complaint to find that they no longer accept emails!
So phoned and spoke to a nice Scottish lady but was no help whatsoever. I was not after a refund but after reassurance that they were not 'offloading' sell by dates via click and collect. Will try Asda next time.”
“In September I called in Sainsbury's Rowley Regis to get fuel, although there is a sign in the kiosk asking customers to wear a face covering the majority ignored this and were not asked by staff to wear one (it seems normal there) and the area has a spike in Covid cases I wonder why. If these people want to ignore the regulations the company should close the kiosk and people should pay via a night window why can't the Company see this solution? I complained to customer services after complaining to Resolver and was told they will look into the matter but will not inform me of the outcome, a complete whitewash in my opinion. It took over a month and Sainsbury's hadn't responded hence my call to customer services. My advice go elsewhere I won't go to any branch of this firm again.”
“I have serious health/lung condition. I have had to kneel on my front doorstep to put my shopping in bags as shopping now is bagless. I asked the driver to transfer shopping but he said if he put shopping in the bags I provided I would have to lift the bags anyway.
I phoned customer service, very dismissive and said it was now co policy and it was drivers discretion whether to help or not.
I am very aware of the need to use less plastic but am not at all sure that to make the elderly and ill grovel on their doorsteps is the way forward.”
