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.

[Soubriquet]

@Originalyellowbelly

Soubriquet I wonder if you pick my shopping! lol

Wouldn’t that be a small world!!

Going by your user name, I would say that yes I probably do!

[ilovemydogandmrobama2]

I had an order cancelled by Morrisons - I had put the wrong expiry date which was weird as the bank authorised all of the changes made to the order prior to this.

Could it be something really simple like this?

[Originalyellowbelly]

Soubriquet Thank you

[UtterlyUnimaginativeUsername]

John Lewis once did that to me. I never did get an explanation.

[Frankie2008]

@Afibtomyboy

Sainsbury’s replied to your FB complaint in seconds. Apologised and Asking for your details to look on to this. Have you responded?

Hello again, back to do a bit more goading??!

Of course I responded to Sainsburys on Facebook. If you RTFT, you will see their response.

[Frankie2008]

I have just received this response from Simon Roberts office, CEO Sainsburys. Unbelievable. I feel like I've been found guilty but no charges brought.
---------------
Dear Miss

Thank you for your e-mail which has been received into our Executive Office. Simon Roberts our CEO has asked me to personally respond to you on his behalf.

I can advise as per our Terms And Conditions, we do reserve the right to decline a new customer registration or suspend or terminate a customer’s account at any time and at our sole discretion. I can confirm that your account has been prohibited and will not be reopened.

I appreciate this may not be the response you anticipated and for that I apologise.

Should you remain unhappy with our final business position regarding this matter, I would need to respectfully ask you to seek your own third party independent advice.

Kind Regards,

[Frankie2008]

Here is the list of the shopping I ordered. No illegal activity here.

Sainsbury's Online Groceries

Product and Price List:

Items you have asked us not to substitute if the item ordered was unavailable.

1 x Allinson Strong White Bread Flour 1.5kg - Total Price £2.00
4 x Marlboro Gold King Size 5x20 - Total Price £229.80
6 x Lurpak Lighter Slightly Salted Spreadable 500g - Total Price £16.50
6 x Sainsbury's Soda Water 1L - Total Price £3.60
3 x Sainsbury's Garlic Chicken Kiev 390g - Total Price £12.00
6 x Kleenex Extra Large Tissues 2 Pack - Total Price £18.00
2 x Merchant Gourmet Simply Cooked Puy Lentils 250g - Total Price £3.00
1 x Sainsbury's Carrots, SO Organic 750g - Total Price £1.00
1 x Sainsbury's Easy Cook Long Grain White Rice 1kg - Total Price £1.25
2 x Sainsbury's Breaded Chunky Cod, Taste the Difference x2 350g - Total Price £8.00
2 x Birds Eye Inspirations Haddock Fillets in White Wine Sauce x2 280g - Total Price £7.00
1 x Sainsbury's Balsamic & Olive Oil Dressing 150ml - Total Price £1.00
5 x Sainsbury's Caledonian Still Water 4x2L - Total Price £7.50
2 x Twix Chocolate Biscuit Fingers Multipack 9 x 23g - Total Price £2.50
2 x Sainsbury's Kitchen Caddy Compostable Liners x25 - Total Price £6.00
3 x Sainsbury's British Semi Skimmed Milk 2.27L (4 pint) - Total Price £3.30
2 x Sainsbury's Red Pepper - Total Price £0.90
2 x Sainsbury's Fairtrade Bananas Loose - Total Price £0.25
1 x Sainsbury's Blueberries 150g - Total Price £2.00
1 x Sainsbury's Asparagus Tips 100g - Total Price £1.75
1 x Sainsbury's Soured Cream 150ml - Total Price £0.75
1 x Sainsbury's Vittoria on the Vine Cherry Tomatoes, Taste The Difference 400g - Total Price £2.10
1 x Sainsbury's Vivaldi Salad Potatoes, Taste the Difference 1kg - Total Price £1.20
1 x Sainsbury's Prosciutto Mushroom & Mascarpone Pizza, Taste the Difference 252g - Total Price £3.00
1 x Dr. Oetker Ristorante Mozzarella Pizza 335g - Total Price £2.50
1 x Sainsbury's Stonebaked Margherita Hand Stretched Pizza 265g - Total Price £3.00
1 x Yeo Valley Organic Greek Style Natural Yogurt 4x120g - Total Price £2.00
1 x Sainsbury's Mango 120g - Total Price £1.20
1 x Sainsbury's Fresh Packed Flat Leaf Parsley 30g - Total Price £0.75
1 x Birds Eye Garden Peas 375g - Total Price £1.00

[SantaClaritaDiet]

I'd contact watchdog or the Daily Mail. Genuinely, if you have honestly ordered what you said you did, that generic email is not good enough

[Frankie2008]

I hate the Daily Fail for their lazy journalism and lifting threads of Mumsnet, but I am sorely tempted.

[SantaClaritaDiet]

4 x Marlboro Gold King Size 5x20 - Total Price £229.80

I can't buy 2 packs of paracetamol, so the system doesn't let me. If this item is restricted too, it should be blocked, customers shouldn't be banned! It's ridiculous. I don't smoke, but if you were buying for a couple of people (say 1 student going to Uni and you) it doesn't sound outrageous?

[Xiaoxiong]

I guess if you're assuming that the problem was with what you ordered, as opposed to something wrong with your card or something else, what jumps out at me is 6x 500g Lurpak spreadable. Usually I buy one 250g pack of butter a week so I guess that is 12 times what I would buy in a week. Maybe when combined with the 26 bottles of water, they thought you were panic-buying or stockpiling?

It's infuriating that they won't tell you WHY your account was cancelled. "I can confirm that your account has been prohibited." Well thanks, tell me something I don't know - why would you be writing to them if you didn't know it was prohibited?! You don't want confirmation, you want an explanation.

[Afibtomyboy]

Wow they really don’t want anything to do with you!!

[Asterion]

Hmm. Buying £229 worth of cigarettes is probably what did it.

[Asterion]

Maybe they suspected you were buying for multiple people? They probably have something against that in their T&Cs.

[Frankie2008]

@Afibtomyboy

Wow they really don’t want anything to do with you!!

The feeling is obviously mutual!

[Frankie2008]

@Asterion

Hmm. Buying £229 worth of cigarettes is probably what did it.

These are shared between 3 of us. I'm not that heavy a smoker.

If I could access my Sainsbury's account, I could list previous orders where I have ordered this amount of cigarettes. But I can't as Sainsbury's have blocked it!

[ABCDay]

@Frankie2008

Here is the list of the shopping I ordered. No illegal activity here.

Sainsbury's Online Groceries

Product and Price List:

Items you have asked us not to substitute if the item ordered was unavailable.

1 x Allinson Strong White Bread Flour 1.5kg - Total Price £2.00
4 x Marlboro Gold King Size 5x20 - Total Price £229.80
6 x Lurpak Lighter Slightly Salted Spreadable 500g - Total Price £16.50
6 x Sainsbury's Soda Water 1L - Total Price £3.60
3 x Sainsbury's Garlic Chicken Kiev 390g - Total Price £12.00
6 x Kleenex Extra Large Tissues 2 Pack - Total Price £18.00
2 x Merchant Gourmet Simply Cooked Puy Lentils 250g - Total Price £3.00
1 x Sainsbury's Carrots, SO Organic 750g - Total Price £1.00
1 x Sainsbury's Easy Cook Long Grain White Rice 1kg - Total Price £1.25
2 x Sainsbury's Breaded Chunky Cod, Taste the Difference x2 350g - Total Price £8.00
2 x Birds Eye Inspirations Haddock Fillets in White Wine Sauce x2 280g - Total Price £7.00
1 x Sainsbury's Balsamic & Olive Oil Dressing 150ml - Total Price £1.00
5 x Sainsbury's Caledonian Still Water 4x2L - Total Price £7.50
2 x Twix Chocolate Biscuit Fingers Multipack 9 x 23g - Total Price £2.50
2 x Sainsbury's Kitchen Caddy Compostable Liners x25 - Total Price £6.00
3 x Sainsbury's British Semi Skimmed Milk 2.27L (4 pint) - Total Price £3.30
2 x Sainsbury's Red Pepper - Total Price £0.90
2 x Sainsbury's Fairtrade Bananas Loose - Total Price £0.25
1 x Sainsbury's Blueberries 150g - Total Price £2.00
1 x Sainsbury's Asparagus Tips 100g - Total Price £1.75
1 x Sainsbury's Soured Cream 150ml - Total Price £0.75
1 x Sainsbury's Vittoria on the Vine Cherry Tomatoes, Taste The Difference 400g - Total Price £2.10
1 x Sainsbury's Vivaldi Salad Potatoes, Taste the Difference 1kg - Total Price £1.20
1 x Sainsbury's Prosciutto Mushroom & Mascarpone Pizza, Taste the Difference 252g - Total Price £3.00
1 x Dr. Oetker Ristorante Mozzarella Pizza 335g - Total Price £2.50
1 x Sainsbury's Stonebaked Margherita Hand Stretched Pizza 265g - Total Price £3.00
1 x Yeo Valley Organic Greek Style Natural Yogurt 4x120g - Total Price £2.00
1 x Sainsbury's Mango 120g - Total Price £1.20
1 x Sainsbury's Fresh Packed Flat Leaf Parsley 30g - Total Price £0.75
1 x Birds Eye Garden Peas 375g - Total Price £1.00

I found a list!

[Asterion]

I'm not querying the number of cigarettes. But if they think you are buying for many people, that might be what flagged it up.

[iMatter]

That's a really curt response from them! Blimey.

Do you think they think you are selling the cigarettes on? Maybe you're not allowed to that.

Very weird.

[Luddite26]

Gosh we have that amount of cigs regularly in my sons shop he regularly gets 6 crates of Carling along with his other stuff. These are all legal products.
As for the water and butter they could have let you know they are limiting it. No excuse to treat a customer like this. A lot of people i know have had problems with Sainsburys this year as i have said in a previous post.
I think that reply is disgusting for what it's worth.

[Lipz]

How rude was that response to you.

If they have rules regarding limits then they need to build it into their system. Tesco do this and it saves any hassles. Maybe Sainsbury should contact tesco on how it's done properly.

Like I said in earlier post I spend more, way more. I do 2 weekly shop for 7 people. It's with tesco though.

I think the reason they were so rude in their response and not give you a reason is because they don't actually have a clue why and rather than say they fucked up and don't have a clue, they dismissed you abruptly so you don't contact them again.

So if it were me, I'd keep emailing the ceo until you get an acceptable reason.

[TweetUsOnFacebook]

It's ridiculous. Even if you were panic buying or buying to resell, surely it's up their their tech bods to put limits on amounts. Sainsbury's let down my in laws during lockdown so they swapped to Asda (and they are SO not Asda people!) and they wouldn't go back now.

[TweetUsOnFacebook]

You must go to your local paper, op. Then you can do a good angry face photo and appear in 'Angry people in local newspapers' on Facebook - one if my favourite pages

[notapizzaeater]

I hate the papers too but sometimes it's deserved. Practice your sad face ready 😂

[Frankie2008]

I am practising my 'angry' face already!

Someone asked about the amount of Lurpak - it was on special offer at I think £2.75 so I buy it and freeze it.