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AIBU?

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Original poster

To think that there must a way of getting a refund for a supermarket delivery which doesn't turn up?

35 replies

Carla786 · 07/02/2026 19:14

My DM made an online order from Waitrose for this evening which didn't come. At the time it was supposed to come, she got a text saying 'We've delivered it' but nothing in the porch!

She says there's no point asking for a refund as they insist it's been delivered. She says that's not the first time that's happened, either

Surely there must be a way of getting a refund? It's outrageous for a supermarket to take the money & not deliver the goods...!

  • [Post edited by MNHQ on OP's behalf - it originally stated that the online shop was from Sainbury's, now corrected to say Waitrose]
OP posts:
Original poster
Carla786 · 07/02/2026 19:29

Sorry, my mistake: it was Waitrose not Sainsbury's.

Waitrose will only deliver if you open the door.

The driver claims he rang the bell & no one answered so he drive away again.

My DM says she was listening out for him for ages & heard no bell or knock. I should add that she is in her early sixties and has no hearing issues.

OP posts:
Silverbirchleaf · 07/02/2026 19:29

Just found this on the Sainsbury website. Maybe worth quoting it to them.

“Receiving your grocery deliveryExpand or collapse answer
You or someone aged 18 or over on your behalf must be available to receive, inspect and sign for your grocery order. We will not be able to leave goods unattended under any circumstances.
To take the best care of your shopping, we pack your frozen and chilled goods separately to keep them at the right temperature. Your shopping is then delivered in special vans with temperature-controlled compartments.

We will always deliver to the front door of your house or flat. Our delivery service does not include a detailed check of your shopping. The driver will hand you the delivery paperwork when your shopping is delivered.

However, if you have any queries, you are welcome to call our customer helpline on 0800 328 1700.”

As it says, they do not leave goods unattended!

sweeneytoddsrazor · 07/02/2026 19:26

Sainsburys won't leave a delivery unless someone is there to take it in

Silverbirchleaf · 07/02/2026 19:25

That’s outrageous! Ask them to prove it’s been delivered. Speak to customer services, and if no joy, demand to speak to a manager.

nolongeranutjob · 07/02/2026 19:24

Sainsbury's give a refund for a failed delivery. They have an online chat which is an actual person. They phone the store and then the driver. In my case the driver wouldn't pick up the phone. They did respond to my complaint the following day by saying that the driver had phoned me to say the order wouldn't be delivered but that was a lie. They did refund though.

ETA I've never known them send a text, they come to the door and it has to be received by a person.

RaininSummer · 07/02/2026 19:21

I've never known them to just leave orders in the porch so seems very unlikely. Either someone else has your shopping or their systems have totally messed up.

Treylime · 07/02/2026 19:19

Of course she should ask for a refund and raise a complaint. It wouldnt have been nicked from the porch, drivers don't just leave the food on the doorstop.

Needmorelego · 07/02/2026 19:17

Sounds like they've delivered to the wrong address.
Just contact them to say it hasn't arrived despite the message.
They should be able to contact the driver to check.
Are you on any local Facebook groups?
You could post a "has anyone received a Sainsbury's order they weren't expecting"?
It could be a simple error like it was delivered to 1 Church Road instead of 1 Church Street.

Barrenfieldoffucks · 07/02/2026 19:16

They'll be able to tell by the trackers in the vehicles and the crates.

Unless they're saying it was nicked from the porch? Is she sure she has the address in there correctly?

Nevermind17 · 07/02/2026 19:15

Of course she should ask for a refund!

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