To take this further with Sainsbury's

[arethereanyleftatall]

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!

Tweet or email them

From experience, sainsburys customer service is abysmal!
Out of date food,items missing , I’ve complained but I NEVER hear back from them despite emailing them numerously in the past.

I would complain. I had an ocado delivery not turn up once, due to the van breaking down. I wasn’t informed. Ocado gave me £25 compensation.

Definitely complain further, firstly for the cancelled delivery, and secondly for not honouring the voucher.

Sainsbury's home delivery service is seriously terrible (I now refuse to shop there) and you will never, ever resolve an issue dealing with their dreadfully ignorant customer service staff who will go out of their way to be as unhelpful as possible before ultimately claiming there is nothing they can do about anything. Email their CEO, Mike Coupe, directly (google the address). This is what I did and I received an apology and a decent sized cheque a few days later. Also a promise that lessons would be learned and training rolled out but clearly that hasn't happened 😂

Put your post on their FB page

That’s terrible
Hmmm I was thinking of looking around to
try and reduce cost as Ocado extortionate but at they are reliable and that’s crucial for me.
I’ll knock Sainsbury’s off my list then!

Sainsbury’s Careline 0800 636262

I've had a few occasions when I've had a sainsburys delivery booked and there have been issues with their computer system and they've just reverted to the 1990s paper system on delivery. In one case I had most of my order delivered but in the other two it was all of it. They often run late when this happens but still get there in the ed.

Seems really weird that they've fucked up this badly.

Tweet this thread at them.

That's appalling customer service. The only experience I have of Sainsbury's online is a crate of wine I ordered for Christmas using a code and some vouchers I had. It didn't arrive and when I called they said the wine was not in stock and they'd cancelled my order. They refunded me the delivery charge but the vouchers were gone and not replaced. And I had no wine on Christmas Eve :-(

Not the same experience with Tesco (I don't work for them) but whenever I've had a problem with my online order they resolve it straight away with no fuss. I've never been out of pocket.

Post something on their facebook page?

This is awesome. Thank you so much everyone. I'll email the ceo I think as I don't have Twitter.
The customer service guy was as friendly and polite as possible, I just assume powers that be tie the hands of their staff so that all they can say is 'I can only apologise.'

And I find their customer service great. I had an on its date fish pie delivered without any warning, once, so I didn't get chance to turn it down. My freezer was full, so i was doubly annoyed. Got a £9 voucher for the £6 fish pie.

Lots of free eggs because one has smashed in the box. free coke when one burst in the multipack! Driver annoyed when I paid for delivery to my house up steps, with bags, and most of the stuff was loose, so claimed a loaf of bread had been squashed to reimburse me (and more). Always reimbursed for short dated meat that I've not been notified of.

My only peeve was when the app went down in the summer (use the app, it saves so much time) and I couldn't order at all without plodding through the glithcy dektop site (leaving typos in to describe hour dire it is).

I cut back on Sainsburys deliveries because they kept sending multiple items with a very short date.
eg 8 glutenfree rolls to eat by next day.
Similar repeatedly.
I talked to Customer Service and the guy was so smart arse about it that I reduced deliveries immediately.
they know no one goes into the shop and buys almost out of date food full price so they send it out on delivery.

I can't get to our nearest store over 30 miles away btw so it's that or Waitrose.

Contact them on Twitter and complain.

Don't go into a local store to speak to the manager, they won't know anything about the deliveries as they tend to come from a bigger central store in your general area. Make a big deal on SM, though. They are appalling at customer service, but it's mostly due to incompetent reorganisation after that silly failed merger bid, leaving some very demoralised staff trying to make the best of a rubbish situation. The head bods need a kick up the backside to improve their whole game, and sadly, publicly angry, dissatisfied customers threatening to just bugger off to Tesco and tell all their friends to do the same, are the only thing that will give them the willies.

Go to LIDLS that's what I do! Our local Sainsburys is awful - ( no longer has a separate meat and fish counters and has plans to 'swallow up 'Argos next door to it. ) Lidls is great. Talking about branch in Stamford,Lincolnshire. Lidls employs about 20 - and Sainsburys about 150.

That's really crap service. I was a loyal Sainsbury's online shopper for years until their drivers started completely ignoring the delivery slot time and turning up early without so much as a phone call. Sometimes I'd be on the school run and would come back to them waiting for me. Other times I'd be home but as I had other things to get on with I'd book a later slot yet they'd turn up a hour early without warning. Couple that with crap subs and short use-by dates and chasing up refunds that would never materialise, I switched to Tesco. They're not perfect but I've never had an issue getting a refund.

Complain. We are push overs as consumers nowadays and the service is far worse because of it. I had a fiasco with Asda home delivery when my eldest daughter was a baby, it was around 5 years ago but I still feel irritated by it; I still use Asda home delivery after a mardy few months avoiding them.

Ordered a full shop for myself and baby for £130ish with all nappies/formula/etc. I was a single parent back then, not working as on ESA (broke my back in several places, good times) for the 3 years prior to birth of DD and had used literally all remaining savings on moving home when her father walked out. No other income except CB as lived with DM to avoid claiming benefits so had no option of 'robbing Peter to pay Paul' etc. but was managing from one fortnight to the next by doing the aforementioned big online shops as priority. Anyway, shopping didn't arrive and it was hours past the delivery slot when I finally got to speak to customer services. Was told the order had failed due to a logistical issue and to reorder it. Payment had been taken in full and would be refunded in 5-7 days. No money for a second order from Asda or anywhere else in the meantime. I was told that was simply how it was. Spoke to a lovely lad (their customer service call centre was in South Africa at the time so he had to keep going between myself and the UK team who wouldn't speak to me) called Jason - I still remember his name because he was so nice and human after the dicks I talked to previously- who got it refunded in 4 long days. I still shop with them. It's pathetic! I still regret my feeble anger and lack of fight 😂 Go complain OP, it's about more than the £20 😅

Update! A good result!
Thank you so much @Benes
I emailed mike coupe at the address you gave, got a response the next day and a £50 voucher. Thank you everyone.

Ah brilliant!

Glad it worked - I've yet to see it fail!

Glad you got a good result!

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