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Appalling customer service from Sainsburys

(181 Posts)
Frankie2008 Wed 23-Sep-20 11:14:26

New poster and I need to vent...

Placed an online order with Sainsburys due for delivery this morning between 9-10am. Received usual email confirmation re missing items at 7am. Then received at text at 08.12am to say delivery had been cancelled and to all them.

Called them immediately and after usual long hold, I was advised the following:

- My account had been blocked by them.

- No, they WOULD NOT give me the reason why.

- I could appeal the blocking decision.

- They would review my appeal and respond within 72 hours.

- Yes, they had taken my money and would process a refund within 3-5 working days.

I tried getting a response via Facebook, but after providing all details they requested, I was told they could no longer respond to me via social media and to call a different number.

I called and was told exactly the same thing.

So, I have no shopping, they have over £300 of my money and I can't afford to replace the shopping.

Has anyone else experienced this?

I feel so angry that they can do this and I will now have to borrow money to buy shopping.

OP’s posts: |
LoveNote Wed 23-Sep-20 11:15:48

What were you attempting to buy apart from usual groceries?

Frankie2008 Wed 23-Sep-20 11:18:10

Only items I could buy online - usual groceries and cigarettes.

OP’s posts: |
FastAndCurious Wed 23-Sep-20 11:20:05

Email the CEO office, they’ll get back to you almost straight away. It can be found online, and make sure you put the word complaint in your email title.

AriettyHomily Wed 23-Sep-20 11:21:45

I really rate Sainsbury's. There was a cock yo once with electricity supply in a dark supermarket so no shopping for 24 hours. They did hold the money but then they delivered and refunded and £100 in nectar points.

AriettyHomily Wed 23-Sep-20 11:22:47

Were you buying a lot of cigarettes, just wondering if something triggered it?

AngusThermopyle Wed 23-Sep-20 11:23:18

I'm really surprised to hear this, it all sounds very odd.

TeddyIsaHe Wed 23-Sep-20 11:23:58

Have you opened multiple accounts to access money off codes? There was a thread on here a while back of a similar nature and that it what happened to the op.

MotherPiglet Wed 23-Sep-20 11:26:07

I'm very surprised to hear this. Sainsburys are who I rate highest for customer service. They normally do all they can to make the customer happy so something serious must have flagged up on the system. I've never heard of anyone having their account blocked.

Herdwick Wed 23-Sep-20 11:26:56

TeddyIsaHe

Have you opened multiple accounts to access money off codes? There was a thread on here a while back of a similar nature and that it what happened to the op.

A £300 shop is pretty huge too. Was it all on one order or does sainsburys not have an item limit?

Frankie2008 Wed 23-Sep-20 11:30:16

I think I ordered 200 cigarettes but they don't have a limit as far as I know? I've bought them online previously from Sainsburys with no issue.

No, I only have one online account and have never used money off vouchers.

My frustration is that they won't tell me WHY they have blocked and not delivered. I am a regular customer of many years!

OP’s posts: |
Frankie2008 Wed 23-Sep-20 11:32:13

No idea if there is an item limit but it certainly didn't flag up any issues.

My friend and I share the shop so the £300 is not just me.

I feel like a criminal, but not charged with any crime!

OP’s posts: |
TokyoSushi Wed 23-Sep-20 11:33:02

I have a feeling that the cigarettes might have something to do with it, Not sure what though...

Frankie2008 Wed 23-Sep-20 11:33:51

Thanks to the poster about contacting the CEO. I'll do that now.

OP’s posts: |
TweetUsOnFacebook Wed 23-Sep-20 11:37:44

That's pretty awful. Bulk buying cigarettes is hardly like buying a shit load of knives and bleach is it?
Get your refund and take your custom elsewhere, op.

Zaphodsotherhead Wed 23-Sep-20 11:42:48

Was it because of the high total?

I used to online shop. Had five kids so there were seven of us and we'd shop once a month, so total would come to over £400.

EVERY SINGLE MONTH I'd get a message saying my shop had been cancelled, because they'd tried to ring me to authorise the payment and I hadn't answered (of course I hadn't, I was at WORK). And I'd have to reschedule and remember to answer the phone. Now there are texting facilities, but you may still have to authorise the payment or answer a message to prove that it's you making the order.

So it may just be the amount and an inability to contact you?

PonfusedCarent Wed 23-Sep-20 11:51:56

Wait, @Frankie2008 are you saying your bank account had been blocked by the Sainsbury's order and they then cancelled the delivery? If so, you need to speak to your bank.

Frankie2008 Wed 23-Sep-20 11:52:22

I've emailed the CEO, Simon Roberts, using email addresses I found online. Hope one of them works.

I regularly have large shops over £300 as friends request shopping too, especially as delivery slots were very scarce in recent times. We have continued doing this as I'm at home and some of them work.

I booked the slot over a week ago and made changes to the order on several occasions. Each time, the new total was authorised with my card and authenticated by text message from my bank.

I've had no one from Sainsburys try to contact me via phone, email etc. The last email I got this morning confirmed a few items were not available and my order would be delivered between 9-10am.

I know cigarettes are frowned upon, but they sell them online for customers to buy them, if required. Considering the cost of them, I'm not selling them on as there would be no profit!!

OP’s posts: |
Keratinsmooth Wed 23-Sep-20 11:52:28

Did you accidentally flash your boobs to the driver last time?

Frankie2008 Wed 23-Sep-20 11:54:12

A communication from Sainsburys!! Apology? NO. Explanation?
NO.
--------------------------------------------------------------
Sainsburys
Thanks for shopping with us
Hello Miss ,

This is to confirm we have processed the refund for your order.

Your refund will be credited to the original payment card within 3 to 5 working days.

Total refund amount is £333.66.

OP’s posts: |
Legallyblondeee Wed 23-Sep-20 11:55:06

Hmmmm could it be because you have done a shop for both households Sainsbury’s may have cancelled your order and blocked your account with view that you may be panicking buying certain items as a lot of people have started doing again? That’s the only reason I could think of.

Frankie2008 Wed 23-Sep-20 11:55:26

PonfusedCarent

Wait, @Frankie2008 are you saying your bank account had been blocked by the Sainsbury's order and they then cancelled the delivery? If so, you need to speak to your bank.

No, my Sainsbury's online grocery account has been blocked.

I've spoken to my bank and they confirmed the payment has been taken my Sainsburys and there is nothing they can do.

OP’s posts: |
Frankie2008 Wed 23-Sep-20 11:56:40

Keratinsmooth

Did you accidentally flash your boobs to the driver last time?

Ha! I'm not sure my boobs would impress anyone now!

OP’s posts: |
Afibtomyboy Wed 23-Sep-20 11:58:42

Why do you share with your friend?

If spending £150 each you’re both well over minimum spend

Frankie2008 Wed 23-Sep-20 11:59:07

Legallyblondeee

Hmmmm could it be because you have done a shop for both households Sainsbury’s may have cancelled your order and blocked your account with view that you may be panicking buying certain items as a lot of people have started doing again? That’s the only reason I could think of.

No panic buying as I thoroughly disapprove of shoppers doing that. Was a real problem during lockdown and made it difficult for other people.

Shopping was normal - no multiple items at all apart from bottled water as our tap water is disgusting.

OP’s posts: |

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