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To take this further with Sainsbury's

(45 Posts)
arethereanyleftatall Thu 10-Oct-19 21:16:35

It's a wwyd...

1. I Had a Sainsbury's order booked for yesterday, came to £60 as I used a few vouchers, and had a cheap delivery slot.
2. Delivery slot came and went, no delivery, no contact about why not.
3. I phoned customer service, who phoned the store and discovered their web was down and this meant they couldn't do my delivery. Took about 30mins on the call.
4. Ok, these things happen, booked the next available slot, tonight.
5. Went shopping at fairly expensive local shop for dinner. Took 30 mins.
6. They sent the 'new' confirmation email through, same order, £80.
7. Phoned customer service, explained. They said I could no longer use the voucher I had as it was expired yesterday. Firstly, it wasn't, it's still valid another week; but secondly, it's hardly my fault that I couldn't use it.
8. After a good half hour 'discussing' with the customer service guy (I was polite but firm) it transpired there was nothing he could do, best he could possibly offer was a £10 good will voucher off my next shop.

TLDR- Sainsbury's didn't deliver my order, wasted an hour and a half of my time, charged me £20 extra to deliver same order the next day. No fault of my own.

Wwyd? I could do nothing, it's only £20, just move on with my life. But I'm thinking this isn't fair whatsoever!

Newmumatlast Thu 10-Oct-19 21:21:17

I'd make a complaint

Wornoutalready Thu 10-Oct-19 21:21:32

I don't order food online so I'm not sure how it works but could you cancel your order and then re order with the voucher if it is still in date?

arethereanyleftatall Thu 10-Oct-19 21:22:45

But who to? I called customer service and 'the best they could do' is a voucher worth half off my next order.

Justasconfusedwithnumber2 Thu 10-Oct-19 21:24:45

Can you write (email) a formal complaint to head office?

arethereanyleftatall Thu 10-Oct-19 21:25:32

Thank you @Wornoutalready but I had to act quickly whilst on phone as no food in house, so just had to reorder same without starting from scratch again. (Takes about half an hour for me to do an online order, I didn't have the time). Customer service said the voucher expired on 9th, on the voucher itself it says expires 16th.

Pandaintheporridge Thu 10-Oct-19 21:26:12

Wow thats pretty shitty, they should have offered you that just for missing the delivery!
By comparison, Asda made a big mess of a delivery to me once and when I eventually got it I realised I had also been refunded the full charge - over £90.

j3mz Thu 10-Oct-19 21:26:44

I'd send an email complaint to head office

arethereanyleftatall Thu 10-Oct-19 21:27:08

I know @Pandaintheporridge. I'm actually really surprised at Sainsbury's.

monkeysox Thu 10-Oct-19 21:28:35

They're usually really good at sorting issues out. Email them

Noooodles Thu 10-Oct-19 21:29:15

Keep at it. You should get to use the voucher and get something for the hassle (the £10 off next shop). Try twitter, I tend to get the most when I complain on there. Handle it the same as the phone call, a polite but firm tweet.

Technically they had your order when the voucher was valid and it’s not to it fault they didn’t deliver so you’re valid in being pissed off. I’d be the same. Good luck.

PinkiOcelot Thu 10-Oct-19 21:30:04

I would definitely complain. Either email or letter to head office. I’ve found that putting things in writing gets you further than just speaking with customer services on the phone.
Shocking treatment from Sainsbury’s.

WickedGoodDoge Thu 10-Oct-19 21:30:24

Tweet them

Keepyourginup Thu 10-Oct-19 21:30:26

Write to Mike Coupe (CEO) at Head Office

Wornoutalready Thu 10-Oct-19 21:31:16

In that case I would complain by email or Twitter.

Greyhound22 Thu 10-Oct-19 21:31:53

Yeah that's really bad.

Put an email complaint in and see what comes back from that. It is annoying when they waste your time - I spent quite a while sorting an online shop out this week as they sent two orders out rather than just the most updated one but it was sorted in the end. The extra £20 is annoying though - even if the voucher had expired I think they should have discounted so you paid your original price. If not less.

Pipandmum Thu 10-Oct-19 21:32:10

Complain to higher up - you can find out a name of someone in charge and actually writing to a person makes them more likely to deal with it.. You could also put a tweet out as I understand companies react really quickly to social media posts.
But I’m really surprised as whenever I’ve had problems with a delivery (Tesco is my shop) they automatically refund delivery charges AND give money off. If they make a sub I don’t like the driver often takes it off the bill but says I can keep it etc.

AutumnStory Thu 10-Oct-19 21:32:26

i would post on twitter/social media. hopefully that will make them notice you

ivykaty44 Thu 10-Oct-19 21:32:51

Tweet Sainsbury
Write an email to the CEO asking why they are quibbling over these vouchers, when it’s all their fault and for a multi million pound company are they really wanting to disappoint and dissatisfy their customer over £20....? Ffs

BlueCornsihPixie Thu 10-Oct-19 21:34:45

Similar thing happened to me with sainsburies where they missed my delivery and they gave me £25 off next shop.

So they can give you your voucher off. And they absolutely should

I'd email them rather than on the phone

Benes Thu 10-Oct-19 21:35:02

If you feel you aren't getting anywhere try emailing the CEO

There's a great website called which gives you the email address of ceo's at loads of organisations. I've used it a couple of times when the general customer service team have refused to help. In both cases the issue was resolved within 24hours.

bobstersmum Thu 10-Oct-19 21:35:08

I had similar with asda. I turned up to collect my shopping on a Sunday before bank holiday Mon, there hadn't been enough staff in to process the order so it wasn't done, and couldn't be done. The payment however was pending. I argued with them on the telephone that I might not have enough in my account to allow me to go elsewhere bearing in mind that the money for the shopping I didn't get was still pending and wouldn't be rectified until after the bank holiday. They were understanding, sorry etc, best they could do was have it delivered to me the next day, and they gave me a 15 pounds goodwill voucher.

Wellie89 Thu 10-Oct-19 21:36:15

I'd trying messaging them through Facebook or Tweet. Social media teams sometimes are different. If still luck put it in writing as a complaint. Formal email or letter to the address I'm sure they have somewhere!

Longdistance Thu 10-Oct-19 21:36:36

Sainsbury’s is going to shit! Make a complaint.

marigoldsmarigolds Thu 10-Oct-19 21:36:59

They are the worst of the online delivery places IMO. I have had items missing regularly - and unless you literally check everything off as it comes through the door it's hard to check. I have stopped using them - they didn't want to return money - just give me money off my next shop. Waitrose are better by far.

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