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.

[FAQs]

I’ve just googled, blocked by Sainsbury’s and it just comes up with things such as aggressive customer, complaint to Sainsbury’s as reasons why.

Only bulk buy restrictions on heavy items, alcohol and pain killers.

[Happyheartlovelife]

Doesn't surprise me. I've had trouble with Sainsbury's since before lockdown. Lockdown just made it go nuts. They gave me prototypes shopping. Then locked me out of my account! Then I got to the store. Forgot my pound for the trolley. I'm disabled and have to carry quite a lot of equipment with me. Including bags of food. I have backpacks.

Anyway. They wouldn't lend me a trolley. I get why. But sadly I then couldn't shop with them.

[Happyheartlovelife]

Priority. Not prototypes!

[SBTLove]

Why do people think £300 shop is too much? when we regularly see posters say they spend £200pw
£100 of it is cigs so £230 groceries it’s not outrageous and sharing a. delivery is actually good and less environmental impact 👍🏼

[Utilityroomenvy]

All these posters saying slots are easily available! Tesco slots aren’t available by me. Fully booked for two weeks and have been for a while now. If you are lucky enough to log in and see a slot it is usually at 10pm. I prefer to secure my slot well in advance at a time that suits me.

[ODFOx]

You said you'd ordered water OP. Would your order be much bulkier than average for this value? And are you on the third floor? Maybe it just isn't feasible to deliver?
That's all I can think of.
Having said that I had a falling out with Sainsbury delivery a few years ago and never went back. It was the local store that was unsatisfactory rather than the organisation overall but the drivers I dealt with were all unpleasant/rude/ cancelled stuff or left it behind and the store always backed them. So I took my business elsewhere.

[SantaClaritaDiet]

All these posters saying slots are easily available!
they are around here (South East). You could book a slot every day if you wanted one. I hope it stays that way!

[tara66]

Op - Have not read all the posts but it occurred to me that quantity of what you were buying for that amount of money may have exceeded what could be delivered by Sainsburys - (unless you have bought that much before?) What I am saying is they may have had more other orders than usual and cut you off from that delivery?

[BentBastard]

Sounds like they suspect fraudulent activity on your account. Either by you, or it having been hacked.

Wish they were this on the ball when my account was actually hacked rather than merrily sending a massive order to a brand new address when all account details except payment method had been changed and no checks and balances.

Good luck!

[Frankie2008]

The only communication I've had from Sainsbury's is via Facebook and I quote

'Thanks for contacting us recently, we hope that we were able to help. Let us know how we did by completing our survey. This feedback shows us what to work on to make your life easier when contacting us.'

I am absolutely fuming and my blood pressure has soared again.

To answer some questions - no bulk buying in the order unless you count 5 packs of 4 (2l) water. I have ordered this quantity on numerous occasions as our tap water is unfit for drinking. We use it in the kettle.

Also, I live in a house with direct access to the front door so no stairs etc.

Re slots, it obviously varies region to region, but here there are few delivery slots available - Midlands. I've just checked Tesco and there first available slot for delivery to me is 4 October.

Re the cigarettes, I've ordered this quantity recently from Sainsburys - early September. No issue with delivery.

I get that there is a reason WHY the order was cancelled. But, I want to know the reason! I've had the inconvenience of having to get a loan from a friend as Sainsbury's are holding my £300+, drive to another supermarket and do shopping for myself and my friend, numerous hours spent trying to get a response from Sainsbury's not to mention my sheer frustration.

To cap it all, I mentioned to my neighbour what had happened and she said that a Sainsbury's van had pulled up outside my house around 9.30am! Delivery guy was taking crates out, then put them back in and drove off!

I'm expecting to see my mugshot on Crimestoppers shortly.....

[Impatientwino]

I once ordered lots of booze for a company party and forgot about their 36 bottle limit. They cancelled the order and didn't tell me - it just didn't turn up.

Apparently if you want to order more than that you have to ring them rather than just place the order online (which to be fair is written on the website where you order)

Just wondered if you have exceeded that? Your water alone will count as 20 bottles? Just an idea - not sure why they would block you for that though!

Re the £300 this year I have regularly spend that with them on online deliveries - especially when they have their 25% off 6 bottles or more events! (Though now I'm mindful of the 36 bottle limit!)

Hope you get an explanation OP

[BlueJava]

Tweet them - it often spurs them into action quickly.

[Nikori]

Maybe one of your neighbors or a passer-by were abusive.

[FAQs]

I wonder if the 20 bottles of water was an issue, it does state any bulky orders which present a Health and Safety risk to the driver are refused, but if you’ve ordered it before and they turned up, how strange!

[Utilityroomenvy]

Lucky! Cross fingers that it stays that way for you!!

[purplecorkheart]

Has there been anti social behaviour in your area recently. I remember reading an article about people having there orders cancelled and accounts blocked (At Christmas), they were given no reason but eventually it came out that it was because the area they lived in and antisocial behaviour. It was a different Chain of Supermarkets though.

[SchadenfreudePersonified]

If I'd really wanted to be ignored, I would have emailed them in the first instance.

[1940s]

They've suspected panic buying (which I suspect too...)

[Lipz]

Does sound very strange, I'm not in the UK so not sure about limits on items, it's there usually a limit? I know a couple months ago here in Ireland we had a 80 item limit.


We're a family of 7, I do 2 weekly shop with tesco, I think my order fills the van. I won't even say how much I spend, but your 300.00 is very small compared to it. Would sainsbury actually limit how much you spend? That sounds crazy, never heard of a supermarket refusing money.?

I can't see cigarettes being a issue, you're paying full price so nothing to gain there.

[Frankie2008]

@1940s

They've suspected panic buying (which I suspect too...)

I've already had one goady poster on this thread. I'm not sure my blood pressure will withstand another.

Your opinion that I might be panic buying is based on zero evidence.

As I have already stated on this thread, I have on many occasions ordered 20 bottles of 2L still water (in packs of 4). I even provided the reason why - dreadful tap water.

I'm now going to ignore you and pour a glass of wine.

[Frankie2008]

No anti-social behaviour in our small market town, no abuse from neighbours. Sainsburys have delivered to me many times.

I'm not sure if Sainsburys have a limit on items (answering Lipz), but it certainly didn't flag it up over a week of me having the slot.

Absolutely no communication from Sainsbury's despite Facebook, Twitter and an email to Simon Roberts, the new CEO. I'm angry that they will not explain WHY and allow me to respond.

I will never use Sainsburys again. I have online accounts with Waitrose, Tesco and Morrisons so will use one of them in the future.

Thanks for the support.

[SummerHouse]

This is weird. And totally insane. Do we think the order got recalled on the very brink of being delivered. God how do they have any customers with that level of faffing and ineptness?? My guesses are 1) 'covid' restrictions on purchasing due to shortage. 2) nope... That's it. And it doesn't make sense that it wouldn't be picked up till it's practically at your door anyway. And then not to tell you why!!????? I am WITH you OP.

Only thing left to say is Waitrose are fabulous. We had a lovely 'partner' here the other day who apologised saying I should have got a free magazine but he didn't have one. He would post it when passing. Lovely chap!

[Lipz]

@Frankie2008

No anti-social behaviour in our small market town, no abuse from neighbours. Sainsburys have delivered to me many times.

I'm not sure if Sainsburys have a limit on items (answering Lipz), but it certainly didn't flag it up over a week of me having the slot.

Absolutely no communication from Sainsbury's despite Facebook, Twitter and an email to Simon Roberts, the new CEO. I'm angry that they will not explain WHY and allow me to respond.

I will never use Sainsburys again. I have online accounts with Waitrose, Tesco and Morrisons so will use one of them in the future.

Thanks for the support.

Then if nothing flagged with limits it won't be that, just seen now your neighbour seen the van? That's mad, so they were there, un packed it and packed it back up and then left, and this after they told you it was cancelled, keep messaging them, keep on at them for an answer, do it publicly, they'll fob you off privately.

[SummerHouse]

P.s. I absolutely need an update on this. (I know that's an annoying request when that's all you are trying to get but don't forget us...)

[SallySolardel]

I think that the fact that they've blocked your account and refused to talk to you on social media means they suspect fraud.