“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!”
“You only need to read 95% of the comments posted over the past 24 hours to realise how many disabled people like myself will starve long before they get caught by the virus..”
“Like many, I have been ringing constantly since 8am yesterday morning to try and talk to someone at Sainsbury’s. I am trying get my 90 year old mother identified as being eligible for on line deliveries. She lives alone in a retirement flat and has been self isolating for over a week now. Since last week no visitors have been allowed, following a confirmed case of coronavirus within the complex. Sainsbury’s have never asked for her date of birth nor has she ever needed to use the vulnerable customers helpline. I myself am also a loyal Sainsbury’s on line shopper with a delivery pass, which I have used every week for many years. I am angry, frustrated and extremely disappointed that I have not been able to secure this necessity for my wonderful mother.”
“I reviewed 4 days ago regarding trying to get groceries to a 97 yr old
disabled lady. There is no way of contacting Sainsburys except via these
reiews. When I log on it says I'm not identified as being vunerable.
That's because I order on line for this lady she can't do so herself,
and she reimbures me, each fortnight. I have had an accident and am unable to drive I am worried about this lady who was a land army girl in her day and stoic by nature. Surely it's not beyond Sainsburys capabilities to answer a phone and prioritise customers in need. I ask for help for her. My last order before the self distancing was no
316128308 15th March 202
and it is clear I am not ordering for myself ref past history.”
“Like many others on here today i am in the elderly category for deliveries. A loyal nectar card holder and sainsburys customer for over 40 years and online customer last few years.
Yesterday told I wasn't in the elderly vunerable category.
I rang the number you gave yesterday over 150 times. Recorded message. Useless.
Today an email tellung me i have been identified as a priority custimer for on line deliveries. ..relief. I tried to register but ....the same old message as yesterday!!!! This time the number just cut off.
Im obviously not aline. I know you are busy but we are desperate. I dobt panic buy just the items we need. My husband is on a special prostate diet. He needs fresh tomatoes every day.Thank you”
“I am over 70, live alone and have no family nearby. I keep getting 'updates' from the CEO, which is the same every time. I have been trying to get a delivery slot for a couple of weeks now, so when I heard of elderly and vulnerable prioritised slots I phoned. All day yesterday and this morning. Engaged, apart from a couple of recorded messages referring me to the website. You have never asked for my date of birth. After 40 years of loyal shopping I am considering moving elsewhere. Big talk - all hot air and bluster.”
“Sainsbury’s claim to have special delivery slots for elderly or vulnerable customers at this time of national emergency. Rubbish!
I have been a loyal Sainsbury’s customer for over 20 years and fall into both categories. I have also done my shopping online with them for a very long time. They however, have not returned my loyalty.
I spent much of last week trying to get a delivery slot and eventually had to be taken to a very crowded store to get some essentials. I also spent all day yesterday trying in vain to access the special services they claim to have online.
I have tried again repeatedly this morning, with the same result.
Sainsbury’s, I’m sure you don’t really have a ‘Help Centre.’ This is not the first occasion on which I have attempted to access it. Even when there was no emergency, the website appears to be designed to work in a loop until the customer gives up.
This time however, your little trick has far more serious consequences. People have believed in you, I have believed in you but you have shown you true, cynical colours.
Now your loyal customers will have to look elsewhere for help as you’re obviously not there for us.”
“I am elderly disabled. Was anyone blocked from their sainsbuiys sign in password recently ? If so your nectar card is now not applied to your new password account.
Nectar have your age Sainsburys don't. Ask Nectar to tell sainsbuiys to add you to priority slots as no email address available for a probably billion pound company. They have no normal respect for their customers.”
“Clearly sainsbuiys failing the government by allowing too many people in their store at one time CAUSING WORSE HEALTH. Plus as DONALD TRUMP SAYS THEY ARE PUTTING OUT FAKE NEWS ON GIVING THE DISABLED ELDERLY THE FIRST SLOTS .
FAKE AS NOT POSSIBLE TO SPEAK TO THEM OR IS THERE ANY WAY TO CONTACT THEM. ODDLY HOW TESCO CAN ANSWER THEIR CUSTOMER SERVICE PHONE NO PROBLEM. SAINSBURYS WILL LOOSE MANY CUSTOMERS IN THE FUTURE .WORD OF MOUTH AND THEIR LACK OF CARING PEOPLE COULD STARVE .”
“No possibilty of ordering online for home delivery or click/collect. Timeslots booked before shown on webpage..
Given te number to contact if you are elderly and/or vulnerable - absolutely no use. Directs you to the website which is also of no use. No email contact available (shockingly uhelpful for those of an anxious nature or have difficulty hearing).
I am immuno suppressed and am so, so disappointed with Sainsburys with whom I have shopped for 20 years.
What has happened to your customer service? Stop playing at semantics with spin and token lipservice!
Douglas Walker”
“As e everybody states trying to register as a vulnerable , shielded you have absolutely no chance the number totally engaged and a rubbish answer option when you get through, the CEO regularly emailing customer about elderly, vulnerable shielding admits they haven't got the info and to use online services to update impossible absolutely no chance, I even went to my local store spoke to store manager and deputy their response we can't do anything yet they are charging your delivery pass each week till it runs out this CEO needs to sort this catastrophe out quickly they are a disgrace in these difficult times, the government says don't go out get online deliveries TOTALLY IMPOSSIBLE WITHE THIS SHAMBOLIC TOTALLY DISORGANISED COMPANY THEY NEED TO BE SORTED people going in possible catching and ending up seriously ill or dying because of this ignorance , people should boycott this company mow and after total disgrace .”
“I’ve been a disabled online customer for quite awhile my husband is awaiting for a triple heart bypass,we have been told we’re not vulnerable to have a priority slot,I don’t believe they have priority slots and the telephone number they give you is engaged constantly and when you do get through it’s a automated message which makes no help at all.
Thank you Sainsbury’s for showing where your loyalties lie it’s definitely not with your customers.”
“I am over 70 and am trying to book a delivery of groceries. However Sainsbury's do not have my age on their database so I cannot access the delivery slots. It has proved impossible to contact them by phone to amend their information as the phone is always busy or is not functioning. What am I supposed to do?”
“I am 80 and diabetic. I have been told by my medical practice to self-isolate. Where does this incompetent company get its information. Surely they know my age from my Sainsbury's credit card!!!
Dr A J Edwards”
“My phone calls are now blocked by the most unhelpful message. My husband is close to 70 and vulnerable. We have to self isolate because of travel. I have a pass but cannot book a slot. Does this mean we have to starve to death or will somebody help us? Tomorrow I will have to shop and infect all your staff and customers!”
“Well done to all the staff at Sainsbury's , Southport , Lord street today. As a nurse I congratulate you on the system you had in place in policing the entrance and reminding people to keep their distance in the shop preventing potential spread as much as possible .The one person per checkout belt is a great idea which unfortunately is not something I've seen in other supermarkets but hats off to you . The flowers were a lovely gesture and much appreciated .”
“Unable to register as a disabled or vulnerable customer because the only way that Sainsbury's allow this is via a telephone number which is permanently engaged. Sainsbury's have closed off all other ways of contacting them - no email address and messenger doesn't reply.”
