“I have been attempting to contact Sainsburys helpline since last Saturday in order to register as being a vulnerable regular customer who regularly has home delivery. My husband and myself are both in our 70s and have both had serious illness. Like many others we want to observe the rules about self isolating but would also like to have a home delivery of essential items.”
“You are not prioritising vulnerable customers who have been told they need 'shielding' because there is no way to contact you. The phone line is not being answered, emails bounce back. I can't leave my house for 12 weeks! Please leave an option for me to register ax vulnerable.”
“I'd just like to add my voice to all the complaints on here about the so-called "vulnerable" priority service. I don't believe this is actually happening. I'm in the same boat as many: currently undergoing chemotherapy, have shopped with Sainsburys online for years, my last delivery was at the beginning of March when I only got about half my order. Now desperate and fed up of ringing that blasted number with no way of registering yourself on the website. Come on Sainsburys, I for one will be moving my custom elsewhere when this is over, if I don't die of starvation first or contract CV-19 because I have no choice but to go out and try and buy food. PLEASE PLEASE DO SOMETHING - AN UPDATED PRESS RELEASE WOULD BE GOOD - YOU ARE TAKING THE CREDIT FOR GIVING YOUR CUSTOMERS A SERVICE THAT IS NOT HAPPENING. SHAME ON YOU, MIKE COUPE.”
“Can I just say well done Sainsbury's orderd on line delivered within two days.The delivery driver was excellent made it safe for me to take my order.Paul from Truro”
“I have been a Sainsburys online customer for years and went online to do my weekly shop - no delivery slots available. Was told that elderly (I am seventy) and asthmatic which is why I have had a weekly delivery from you. Have we got it wrong? then telephone this number, a complete joke 08003281700 sometimes you are lucky enough to get an automated message but mostly it is engaged!! One number for everything, I tried to telephone the local store, message says they are all busy helping their customers, really? Loyalty cannot only be one way, when all this is over they will send me emails to get my custom, not sure you should bother Sainsburys, I know how you behave to your loyal customers.”
“I have my shopping delivered weekly from Sainsburys, but haven't been able to get on for weeks now. I am an NHS worker and have been for 22 years, i am on lockdown for 12 weeks due to not just being disabled, but also in the vulnerable category. I'm am working from home at present for the NHS as they still need me to work to contact patients etc, so I'm still providing a service but cannot get my regular service from yourselves. Shame on you. You are getting all this praise and publicity on how good you are and what you are doing for at risk people, but YOU ARE NOT HELPING US OBVIOUSLY OR YOU WOULDN'T BE GETTING SO MANY COMPLAINTS.
PLEASE SET UP AN EMAIL WHERE PEOPLE LOCKED IN THEIR HOMES CAN CONTACT YOU. WE ARE GETTING DESPERATE STUCK IN DOORS WITHOUT SUPPLIES.”
“I am disgusted and despairing about your so called scheme to prioritise delivery slots for the over 70s and vulnerable. My husband and I are in our mid 70s, he is a stroke victim and I broke my arm 3 weeks ago so I cannot drive. There is no way to register this information and no delivery slots for 3 weeks. Sainsbury’s are getting a lot of publicity saying they are prioritising the vulnerable but it is a hoax. You should be ashamed.”
“Like all the others, I tried to get a delivery. We're both in our 70's and mu husband has a heart condition. I understand the difficulties at this time, but I don't understand how they have got a list of vulnerable people. Nowhere on any form I have filled out was their a mention of such a thing and why would there be in normal times. I think they are lying. The phones are never answered and they say they are not reading emails. There is no way of contacting them. I have shopped at Sainsburys for over 50 yrs way before they were ever a supermarket. I don't think I will in the future.”
“I have been trying to phone you to get on the vulnerable customers list, but I can’t get through. There is nowhere on the website to do this either. I am a severely disabled (paralysed from chest down) and my husband shopped with you each Saturday morning. He is 78 years old, and we are both self isolating.
Please can you help? All I want.is a slot.
Thank you”
“Sainsburys is a joke ,Im a disabled costumer , I have recently registered online since is virus out break thinking this would be a good idea , Since Monday I now cant get a booking slot as I have not been identifed as vunrable and I cant even get through on the phone. I use the store in Chippenham Wiltshire almost daily ,I use a stick to help with walking , you have just about lost me as a costumer .”
“Our order (we are well into our seventies and have ongoing health issues)was reduced by half and there were obvious items that we paid for missing such as milk. If this is what we can expect from a highly regarded supermarket (hanging on the phone for hours indicates that this company is overwhelmed and understaffed. Aldi looks a much better option with less pretentious profile.”
“Same as everyone else. it is madness. and THIS>>> "We’ve already been able to identify some of our vulnerable customers through the information that we have about them. But we know that we haven’t identified everyone.
We’re working hard, alongside the government and retail industry, to identify more of them.
If you’re elderly, disabled or vulnerable and think you should be on our vulnerable customer list, please get in touch.
Call us
0800 328 1700" is a joke! least they could do is give a special number out to actually register. disgusted to be honest.”
“I'm just adding my complaint to the many about the so-called service for the vulnerable, elderly and disabled. My experience has been the same as others.
I have a delivery pass. Although 'only' 67, I suffer from Parkinson's disease which means I have mobility problems, precisely the reason I have groceries delivered. I have not been able to get a Sainsbury's delivery slot now for several weeks, since the coronavirus crisis started.
I am not being classed as vulnerable by Sainsbury's, but I don't ever remember being asked my age or about disability by the company and I am mystified as to how they compiled their list. I wasted a day trying to get through to them on the phone yesterday, and again today. When I do get through, I just get the recorded message.
Very shoddy service by Sainsbury's. Their claim to be prioritising the vulnerable seems to be no more than a PR stunt. The other supermarkets are not offering to prioritise deliveries to the vulnerable, but at least they don't waste our time.”
“Concur with everyone else concerning total lack of care for older people trying to get online delivery slots. Absolutely useless company and I will not use them after this debacle.”
“I’m registered disabled and have an auto immune disease, however can’t shop online as Sainsbury’s don’t recognise me as disabled. Tried for several days (telephone, live chat) can’t get through!”
“I am disabled and also have an auto immune disease and confined to my home for next 12 weeks.
I have tried to order online to be told Sainsbury’s don’t acknowledge be as disabled. I have sat on their live chat for an hour and cut (no one available) when I got front of the queue! I also can’t get through on 0800 328 1700. For the past 3 days!
Why advertise the number if you can’t get through! Very annoyed website can’t be edited so I can register my disability on my account”
“Though I apprecuate Sainsbury'S announcements about elderly and vulnerable people, why is it that we can not update DOB and proof of age on line on personal details in Nectar app. This can be automatically linked when elderly try to order on line. Phone number to get it done, oft reaoeted, is most useless exercise.”
“Very, very poor customer service.
I've has a SMS from the NHS telling me that I must stay at home for 12 weeks but we are going to have to go out to get some food because Sainsburys have blocked the ability for my wife to order an online delivery.
The account is in her name & they have told her that she has not been identified as a vulnerable person. How do they check, she is my carer and as such also has to stay in for 12 weeks. Sainsburys have not given any thought that account holders spouses may be fit in to the vulnerable category.
Thank you Sainsburys, you have now put me at risk since we have no alternative but to go out and try to buy some groceries!”
