“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.”
“I am extremely disappointed with the on line food shopping delivery. Firstly my order didn’t arrive at all no email or text message nothing! after contacting customer services they booked me a slot for the next night. It arrived on time but with half the order missing I went through the order and 3 pages of shopping hadn’t been delivered how can this happen ? Customer service have promised I will be refunded in 3 to 5 days but I have paid for over £50 of shopping that I haven’t received It’s madness no more online shopping for me.”
“ACCOUNT OF EVENTS AT SAINSBURY’S IN BEACONSFIELD TODAY BY A CUSTOMER
"You could have been stealing!?" A young Sainsbury's employee addresses a customer in Smart Shop area today 6 October 2020 at 17:33. This is witnessed by another employee, a mature lady.
My only purpose to visit Sainsbury in BEACONSFIELD today was to process my child's prescription where the pharmacist told me that this will take 10 minutes. Although I did not want anything in particular from the store, I went on to pick up a handset since it was a good time for reductions. I also looked at magazines to kill time. When I returned to Lloyds pharmacy, my child's prescription was ready for collection.
Then I went to Smart Shop and paid for all my 11 items, which I had packed in my rucksack (I did not have my shopping bags with me this time). On leaving the Smart Shop area the alarm went on exactly when my trolley with my rucksack in it passed. I looked back concerned and asked the staff there: "Are you okay?". Then a young member of staff approached my trolley and asked:
"Do you have alcohol?" "No," I answered.
"Do you have meat?" "No," I answered.
Then to my surprise, he has reached for my rucksack and without my consent put his bare (no gloves) hands and started to empty all the food items from it.
"I do not want you to handle my food with your bare hands," I told him.
"I just washed my hands!" was his answer, which was followed with:
"Do you have chicken?" "No" I answered.
"You could have been stealing!?"
"How dare you?!" I responded.
I was bewildered and become distressed and upset, asking for a manager's intervention. The young employee pointed out at his colleague nearby who swiftly came out with excuses like:
"This is the procedure!"
I kept asking for a store manager to help me in this oppressive for me situation and I was told to go to Customer Service. The young employee’s comments followed me with:
"Nobody will tell you are right!!!"
After a while, in Customer Service, a manager came but did not introduce themselves. I explained to her what just had happened. I was feeling sick and I was upset. Her response was indifferent, and she could not have cared less. Another manager joined her shortly.
"We are sorry you feel this way." was the best they could do. However, he said:
"I promise you that this will never happen again. I am his line manager, and I will deal with it after you are gone."
It was clear that they wanted me out of sight and out of mind.
Both managers were not interested in how to contact me with their feedback following their investigation of an incident where I was abused and offended by their member of staff.
I explained to them that them saying sorry is not a satisfaction to me after an unwanted ordeal which I was just subjected to by their member of staff. There is obviously a problem with some members of staff behaviour towards customers in this store which reflects poor leadership and inadequate staff training.
When I expressed that the only way a store can satisfy an abused customer is a financial reward which by the way will never remove the damage caused in a form of distress, bad feeling, upset and so much wasted time, just waiting for the managers to turn up and then talking to them in a public space.
Then, he, the manager pretended, in my opinion, how indeed disgusted he was with me even daring to mention a financial reward to compensate a customer who just spends some money there, and at the same time is drawn into an abusive incident.
When I realised the manager's applied avoidance tactic, I informed both managers that herewith was my oral complaint to be recorded please as a complaint and I provided them with my postal address due to receive a response.
I look forward to hearing from you, Sainsbury in BEACONSFIELD.
Witnessed, experienced and recorded by a customer on 6 October 2020.
Dear Customers, object appalling customer service when subjected to it.
Object abuse and take care if you are an ethnic minority person like me.
I have sent an email to customer service Sainsburies ABOUT THIS INCIDENT LAST NIGHT to only find out that this email service ceased its existence. The extraordinarily unhelpful, unfair and ineffective system created only to deter customers from raising their legitimate complaints.”
