Appalling customer service from Sainsburys

[Frankie2008]

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.

[Frankie2008]

@Afibtomyboy

Why do you share with your friend?

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

Because I'm working from home so here to accept deliveries. She works. It's just easier for us.

[Legallyblondeee]

@Frankie2008
I wasn’t accusing you sorry I should of made that more apparent. What I meant was could it of appeared that you were.
Regardless absolutely bizarre of Sainsbury’s!

[Frankie2008]

@Afibtomyboy

Delivery slots totally back to normal for ages!

Yes, they are? Not sure I understand your post?

[Afibtomyboy]

She works all day every day?

Slots are from very early to very late. Surely she could have found a slot now All normal on delivery.

Something doesn’t ring true. And Sainsbury’s think the same!

[gingerwhinger0]

The cigarettes would be over £100, so that’s why the bill is so huge.
Would think it’s something to do with that.

[Frankie2008]

Legallyblondeee - no worries, didn't feel you were accusing me!

[RHOBHfan]

Having worked in retail, I wonder if your account/card has been flagged up on Sainsburys’s 3rd party fraud checking (not suggesting you’re using it fraudulently, by the way)

That would have resulted in cancelled orders without an explanation why being available...

The alert would normally clear soon after. Your bank may not know (they wouldn’t have access to Sainsbury’s fraud checking).

Just a thought...

[Frankie2008]

@Afibtomyboy

She works all day every day?

Slots are from very early to very late. Surely she could have found a slot now All normal on delivery.

Something doesn’t ring true. And Sainsbury’s think the same!

And your point is??

Yes, she works all day, every day, including Saturday.

What difference would it make to this situation if she could have found a slot?

I'm really not interested if you think something doesn't ring true.

[Shedpaint]

None of these are reasons!

If they sell cigarettes with no upper limit on quantity then they can’t block you for ordering!

And I wasn’t aware you could t shop for someone else- why should they care other than loss of a delivery charge but that’s made up for in the fact they only do one delivery and sell more stuff!

It’s bonkers OP. Really hope they communicate with you.

I got blocked by Sainsbury when I got my password wrong a few times. They stopped my entire account for ages. Could your friend have been trying to amend the order or something?

[StarCat2020]

I thought supermarkets sold cartons of 200 cigarettes (like duty-free style)?

If I am not mistaken how can they cancel your order for buying them?

[Frankie2008]

RHOBHfan - you may be right, but I have no idea as they won't tell me why despite repeated requests.

Just like the Afibtomyboy poster has insinuated, I feel accused and have no idea why. Doesn't sit very comfortably with me.

[Frankie2008]

Afibtomyboy

I have reported your post as I think you are deliberately goading me - no inclination why. This is my first post although I have been a Mumsnet reader for a long time.

Please do leave my thread.

[SchadenfreudePersonified]

I haven't had this from Sainsbury's but in general heir customer service (in my area at least) is rubbish!

[Frankie2008]

Sorry, I meant 'no idea why', not 'no inclination why'.

[Frankie2008]

Oh, forgot to say, I haven't changed my username!

[GetUpAgain]

My hunch is that you adding to the order a few times and checking out again has triggered a stop. Whenever I cock something up and have to log in a few times every computer system seems to find it suspicious/can't handle it and falls over. It hasnt happened to me with Sainsbury's but with plenty of other websites.

[Devlesko]

I've never done online shopping as I hear so many complaints, I'm so glad now.
Much quicker to go yourself.

[StarCat2020]

Much quicker to go yourself
Assuming of course you have a car??

[Xiaoxiong]

I would be furious too. If they are going to completely suspend your account they should tell you why. This isn't limited to Sainsburys though - increasingly I find that companies will suspend accounts, usually social media, with a cryptic "you've breached community guidelines" message without giving you any information why. Completely infuriating.

I wonder if there is some automatic thing that if you order more than a certain number of cigarettes over a certain time period they flag it because they think you're selling them on or something. My info for this is solely watching those TV shows about 24 hours at heathrow where half the cases are about people getting in trouble with suitcases full of cigarettes and occasionally a man with a rare lizard stuffed down his trousers.

[Nikori]

Did you appeal the blocking? It was maybe an admin error.

[TheBlessedCheesemaker]

Nothing odd in having two households’ worth of shopping - I have sometimes done three at a time (one relative shielding, the other relative supporting them). Size not that huge either. I would be absolutely fuming if this happened to me.

[Fairybatman]

The only reasons that I can see why they may have blocked you are
They think you’re doing something dodgy e.g. buying to resell.
They think that there’s fraud connected with your account.
They believe that you have assaulted or been rude or abusives to staff or somehow put their staff at risk.

[SantaClaritaDiet]

Don't let them brush you off, it's really strange.

If you buy items they sell, why would that be an issue?
When items are restricted, the website just stops you from adding more to your basket, you don't get banned. At least you shouldn't.