Sainsbury's Customer Service Issues

I visited your High Street store in West Wickham, Kent at 12:35 pm on 30/06/21. After searching the shelves for an item without success, as I left, a male staff member and two female staff members stopped me, implying I was stealing. Despite explaining the situation, they were rude and did not apologize. This behavior was unprofessional and unacceptable. As a long-time customer of yours for over 50 years, I expect better treatment. I request a formal apology via written or email communication. Thank you. Regards, N.D.

Hello, I have been experiencing difficulties accessing my Sainsburys grocery account for the past 2 to 3 weeks. After entering my Gmail credentials, I receive an error message stating that there is trouble logging me in and to try again later. Despite contacting Sainsburys multiple times, the issue remains unresolved. As someone over 75 years old who relies on online deliveries due to not driving, this has been very inconvenient. I have been forced to register using my iCloud email account instead, though I prefer using my regular Gmail account where I have accumulated Nectar savings points. Additionally, my June 10th delivery was missed and then re-delivered wet the following day due to driver issues. As a loyal customer of over 50 years, I would like this matter resolved promptly to avoid taking my business elsewhere. Your assistance in this matter would be greatly appreciated. Barbara D. Ditchling, Sussex BN6 8TF

I recently spoke with one of your customer service representatives on the phone. I am disappointed to discover that the item I purchased from your store, which I believed was designed in the UK due to a large UK flag on the label, is actually "designed in Australia for the world and made in China." This has left me feeling frustrated, and I am concerned about the frequency of this situation in your stores. While I appreciate the gesture of receiving a gift card in the mail, I remain upset by this deceptive practice. It is important for consumers, like myself, who aim to support British products during challenging times, to be provided with accurate information about the origin of the items sold in your stores. I am eager to hear your response to this matter.

I am extremely dissatisfied with the process of trying to get a refund from Sainsbury's. Initially, I placed an online order for delivery on 10/7. However, I later realized that there was a mistake in the date for collection, which was set for 6/7 instead of 7/7. Unable to drive, I contacted customer services to rectify this. The agent assured me the collection date was changed to 7/7. Despite this reassurance, I received a call on 6/7 stating that I hadn't picked up the shopping. Confusion arose when the store had no record of my previous call. Eventually, after several calls and reassurances, a refund was promised but not processed promptly. The customer service experience with Nadia was unsatisfactory, as she was unhelpful and dismissive of my urgent need for the refund. I am deeply disappointed in Sainsbury's, as the efficiency in taking payments contrasts starkly with the struggle in issuing refunds promptly. I expect better service from a company of your reputation.

65B Victoria Road Addlestone Surrey KT15 2PL 16th July [redacted] Mr. B Taw Store Manager Sainsbury's Godalming Branch Woolsack Way Godalming Surrey GU7 1LQ Dear Sir, Regarding the incident at Godalming Stores on Friday, July 16, [redacted], I am a frequent shopper at your store. This morning, after my regular shopping, as I was leaving, I slipped and sustained injuries to my left side. Two staff members assisted me promptly, with one kind lady offering support, a chair, and waiting with me until a manager arrived with an accident form. The floor was wet, lacking any warning signs. Subsequently, a staff member placed a yellow sign after my fall, which I found ironic as the area was only mopped up afterward. The lady who stayed by my side kindly offered me water, and the manager collected my information. She even accompanied me to my car to ensure my well-being. The staff acknowledged the wet floor but were puzzled by the absence of warning signs. Unfortunately, the pain has escalated, affecting my back and shoulder to the point where I am unable to sit comfortably and have had to use ice packs and pain relief medication. My employer has advised me to rest at home due to the worsening condition. I anticipate your prompt response. Kind regards, Jo Janssenswillen

I wanted to share an experience my daughter had at Sainsbury’s Sprucefield click and collect. Despite using Tesco for groceries, I switched to Sainsbury's due to better prices and availability. After my daughter, 18, tried to collect the order, she was denied as she appeared under 25, despite providing her license photo. She explained it was for our isolating family, but was still stopped. She had to return with her passport in a plastic bag due to Covid precautions. The staff made it a challenging and emotional experience for her. It was frustrating to witness. I'm relieved she was finally able to get the groceries, but the situation could have been handled better. I reached out to Sainsbury’s and still haven't received a response. I’m unsure if I missed any age verification details during registration.

I was expecting a delivery on August 5th. Your delivery driver claimed no one was home, but I was there with security gates and an intercom. My PA informed me that a 7pm delivery was possible. I agreed, but it never arrived. The branch had no record of my order. When I visited the branch the following Saturday, I had to shop myself. The manager mentioned the canceled 7pm delivery. No apologies were offered for the confusion. This experience was disappointing, especially considering my upcoming 80th birthday. Delivery is crucial for me, and this situation was difficult to navigate.

Dear Customer Service, I recently received substitutions in my grocery order that do not align with my dietary restrictions. Although gluten-free was considered, the replacements contained milk, which goes against my preferences. This has occurred multiple times, causing inconvenience like running low on essentials such as cereals for the rest of the month. Given my circumstances as a single individual unable to visit stores frequently, these incorrect substitutions pose a challenge. Could you enhance the system to ensure substitutions match customers' profiles or provide more options for managing them? Additionally, the lack of an email contact option, relying solely on social media which may not suit all customers, seems unprofessional. Best regards, D. Watts

Dear Customer Service Manager, On August 9th, [redacted], my wife, her friend, and I dined at your Sainsbury's location in King's Lynn. We opted for a meal at lunchtime. My wife and I both ordered the lasagna with "salad," while our friend chose the all-day breakfast. We were surprised to find that the meal was not served hot, and the "salad" consisted only of lettuce leaves. Typically, we visit our friend in King's Lynn monthly and treat her to a meal at your store. However, due to the pandemic, we have not been able to dine out in recent months. We have always enjoyed the meals at your establishment, which is why we were disappointed to find that the quality did not meet our expectations on this occasion. We wanted to express our concerns and urge your customer service team to review the current standards, particularly regarding the lasagna and how it can be made more appetizing, as it was in the past. While we usually do not complain, we are now unsure about returning to the café. Best regards, J. & S. High

Subject: Unpleasant Experience with Hunters Chicken Kiev Product To whom it may concern at Sainsburys, I recently purchased a pack of two Hunters Chicken Kiev from your store, expecting a garlic butter filling as per the traditional Chicken Kiev dish. To my disappointment, the product contained a different sauce and flavor, primarily tomato-based, deviating from the classic recipe. This discrepancy led to a negative dining experience for me, feeling misled by the product labeling. I urge you to consider renaming this product to avoid confusion with the authentic Chicken Kiev dish, known for its distinct garlic butter filling. Just as other dishes like Wiener Schnitzel and Waldorf Salad have specific ingredients and preparation methods, Chicken Kiev should maintain its traditional recipe for customer satisfaction. I kindly request a resolution for the second product from the pack or an exchange for a genuine Chicken Kiev to rectify this issue. Thank you for your attention to this matter. Sincerely, J. Mullan

Order No [redacted]85 I am writing to confirm that my order, attempted for delivery between 2[redacted]hrs on August 23, [redacted], was refused as all items were unavailable. I missed the email from Sainsbury's at 13:45hrs regarding the unavailability of items, as I was already out. I only discovered the issue after the delivery was refused. I called the contact center before 2200hrs to explain the situation. I expect a refund within three working days. For future orders, if I give more time before delivery, could Sainsbury's discuss any unavailable items beforehand to prevent this? Or is it not possible to cancel or modify an order once it's been packed? Due to these issues, I won't be purchasing perishables online from Sainsbury's. The main items in my order were heavy ones like wash gel, pickle beetroot jars, and swing bin liners. I placed this order because these items were missing from other stores without any clarification. I am concerned about the pressure on delivery drivers, especially during the pandemic. Allowing customers to handle and reject items before finalizing the order seems challenging. Is there a way to confirm the order contents before delivery to avoid this? I am also worried about how perishable items are handled if they are rejected.

Good evening. I recently spoke to a colleague regarding a delivery received around 6:05 pm. Unfortunately, the driver seemed rushed, resulting in a broken bottle of wine. The driver assured a refund for the damaged item, but upon further inspection after their departure, I noticed a damaged milk and severely damaged Davidstow cheddar cheese. Despite contacting customer service and discussing these issues, I felt disappointed with the lack of interest and communication from the representative, who did not seem to listen to my concerns. I wanted to highlight this overall disappointing customer service experience. Thank you.

I was charged for milk that was never delivered, even though other items were missing from my order but not charged. I cannot find a suitable email address for Sainsbury's, as I am 82 and deaf, and prefer not to use the phone. The delivery was on time on the 29th of August. I spend around £[redacted] per week on home deliveries. I would appreciate an apology and a refund for the undelivered item. It seems excessive to have to contact the CEO for such a trivial matter. I'd also like to know in advance if certain items will not be included in future deliveries. I am located in Blandford, Pomper Lane, Hurstpierpoint, BN6 9LJ. Thank you for your assistance.

Dear Sainsbury’s, I wish to address ongoing issues in South Manchester concerning beggars, the homeless, drug users, and alcoholics. Despite efforts from official bodies, these problems continue to worsen over the past two decades. There has been a noticeable rise in the number of beggars outside your Sainsbury’s Local and the adjacent Costa coffee shop in Withington. As a 73-year-old male pensioner who frequents the area on my bicycle, I encountered a particularly aggressive individual today. The store manager, whom I know but whose name I am unaware of due to the lack of name badges on staff, informed me that they have tried to address this individual before without success. Another customer also shared a similar disturbing encounter with the beggar. While my wife and I used to shop at your larger store near the Friendship pub in Fallowfield, we have avoided it due to the presence of beggars outside. We have now been considering shopping elsewhere for safety reasons. If you are unable to provide effective solutions, I may have to consider shopping at Tesco's for even our smallest grocery needs. I am connected with local residents' groups who are concerned about these issues and will be interested in any response you provide. Sincerely, Peter Brighouse 3 Victoria Grove Fallowfield M14 6BF

During my recent visit to the Slough Uxbridge Road location on Saturday, 25th September [redacted], at 10:08 PM, I encountered a very unpleasant experience. The self-checkout tills had handwritten notes indicating they only accepted card payments, which I wasn't prepared for as I had cash. Upon inquiring, I was met with a dismissive response from the staff member. This lack of customer service was further exemplified by how another customer was treated when facing the same issue. The security staff also behaved aggressively, accusing me of theft despite having a valid receipt. The situation escalated unnecessarily, causing great inconvenience and embarrassment. This disrespectful treatment and lack of regard for customers' needs were unacceptable. I will be taking further action to address these ongoing issues.

I placed an order that never arrived. After waiting for some time and facing heavy rain, I called customer service at 7pm to find out my order had been cancelled without prior notice. To my surprise, I received an email at 5.40am the following day confirming the cancellation. This lack of communication is disappointing from Sainsbury's. Now, I have to squeeze in a shopping trip with my two children while my husband is at work or find another available slot. It's truly disappointing. Delivery Date: Saturday 2 October Delivery Slot: Between 4:30pm - 5:30pm Packing option: Pack without bags. Delivery Address: 23 Howlett Close Kesgrave Ipswich Suffolk IP5 2EJ - The estimated total cost of my order was £76.78 - My order reference number is [redacted]76

Upon arriving home this evening, I discovered my delivery was canceled at 3:15 pm, leaving me with very short notice. My husband, who is 90, and I, at 86, have limited mobility and rely on deliveries for our meals. I found it challenging to secure a suitable alternative due to the limited time frame provided. The options offered were either too late in the evening or the following day, both inconvenient for us. Additionally, the replacement order showed an increase in cost, possibly overlooking my vouchers. This experience with Sainsbury's raises concerns about future shopping choices. While I understand occasional hiccups occur, customers, especially elderly ones like us, require adequate time to make necessary arrangements.

35 Oak Tree Road Kendal LA9 6AN Dear Sir/Madam, As members of the "For Peat's Sake" campaign group, we understand that you will soon be receiving supplies of compost for Spring [redacted]. While we acknowledge that stocking only peat-free compost may not be feasible at this time, we urge you to encourage your suppliers to offer a wider selection of high-quality peat-free compost in bags and within the plants you offer for sale. The recent media attention on the environmental impact of peat extraction has increased consumer demand for sustainable alternatives. Given the urgency of the climate crisis, we would appreciate any updates on your efforts in this area. We are currently gathering information from various retailers. Thank you for your attention to this matter. Yours sincerely, Janet A. & Paul W.

I am disappointed with my delivery experience tonight. Despite booking a flexi saver time slot with a promised delivery between 9 and 10 pm, my order only arrived at 11 pm, causing inconvenience as I specifically avoided the later slot. Upon delivery, my partner mentioned attempting to contact me, which I received no calls indicating the contrary. To complicate matters, upon inspection, I noticed a bag of carrots was moldy and black. While I understand mistakes can occur, I seek a resolution to this matter. I had previously messaged about this issue with no response, hence reaching out through this forum now. Thank you.

The Sainsbury's Christmas food website has been incredibly frustrating for me. Initially, I was asked to pay a £26 deposit to secure a delivery slot after placing an order for two items. However, upon revisiting the site, my order was nowhere to be found. In a second attempt, I once again paid a £26 deposit for a larger order and a timed delivery on the 22nd of December, only to have the order disappear again. Two separate £26 charges were deducted from my bank account. After spending 53 minutes on the Complaints phone line, I was informed that Christmas orders couldn't be placed online, contrary to my experience. Despite requesting a refund of £52 to place an order elsewhere, the customer service representative could only promise that it would be returned "in due course."