To think this is really poor form from Sainsbury’s

[FizzyPink]

Our online delivery from Sainsbury’s was scheduled to be delivered 9-10pm last night. 10pm comes and goes and there’s no sign of the delivery and no phone call/text or email and on the website it’s now just showing as a previous order.

The £76 had already been taken from my account yesterday morning.

So this morning after an hour of being on hold I finally get through to someone who tells me “oh yes, the delivery driver ran out of time last night so had to miss out your delivery. You’ll get a refund in 3-5 working days.”

AIBU to think this is outrageous?! I appreciate how busy they must be at the moment but I book that slot every week so we’re definitely at home and there’s fresh food on a Monday morning. Luckily I can easily afford to wait 3-5 days for my refund and go and do a shop tonight but there’s plenty of families on here who literally live week to week and that could be their food money for the whole week.

The blasé way the customer service guy explained it to me suggested it’s not an out of the ordinary occurrence either.

YANBU it's ridiculous, the customer service guy is probably sick of it happening too.

Yea I don’t shop with Sainsbury’s anymore because the deliveries were far too hit and Miss and the customer services was even worse

YANBU! It's terrible service to not call you and tell you there was a problem.
To just miss you out and not bother to tell you when they know you are waiting for your shopping is just shit.

I get paid weekly and order what I can afford.
If my shopping didn't turn up and they still took my money I wouldn't just be able to go buy another shop.
Hopefully I'd have enough to get by for a couple of days but it would be very worrying with two dc to feed.

Some people might not have anything left and to have to wait days for a refund might mean no food!

Asda have done this exact thing to me a few times. Same customer service reply.

My DH who works in customer service rang them and gave the guy a long lecture on customer service and how this wasn't it.
I got a voucher.

I had this a few weeks on the trot with Asda so switched to sainsburys.
I think it depends on the delivery person tbh. If our drivers are late they always phone, one guy even delivered our shopping at (9-10 slot booked) 11pm because he had hurt his hand on an earlier delivery but was carrying on until the end of his shift, just a bit more slowly, I thought he was bonkers but shows the difference between different drivers. I guess some just don’t care. The customer service person should have been better though.

YANBU. Curry’s did this to us a couple of times this year. We won’t shop with them again.

This is why I started using Morrisons via Amazon. The delivery is guaranteed even if they substitute the hell out of the order

This happened to me with Asda once. Some guy rang me at 11.30pm when I'd long given up hoping for it to arrive to tell me they hadn't had enough pickers to send it out. Why they couldn't have told me earlier I don't know!

@SparklyOwl

YANBU. Curry’s did this to us a couple of times this year. We won’t shop with them again.

Curry's were shocking. We ordered a printer (next day delivery) and after 2 months they finally gave up the ghost, admitted they couldn't get the stock in and refunded me!

I even got asked to review the product, my review was scathing!

I've had this with Asda so I now use Morrison's. Sainsbury's had odd substitutions when I tried them before.

Same happened to us and Tesco delivery. Customer service was polite and apologetic, and we got £25 vouchers.

Yeah they did this to me too. Didn't turn up for a 9-10pm delivery. I waited up until 1130pm. No explanation. The next morning (late morning) I received an email saying it was cancelled.

Their click & collect - no issues so far. It's infuriating still giving them money but what can you do. It's the most convenient shop for us.

YANBU I'm more financialy stable now but if this would have happened to me when the kids were younger we would have been starving waiting for that refund.

I had this happen to me on the 25th September for £171. I finally got my money back on the 28th October after numerous phone calls, promises of refunds being made and finally making a complaint on Twitter. No apology, no idea where 3 supposed refunds went and no vouchers to compensate. Annoyed doesn't even cover it.

They left my shielding parents without a delivery for absolutely days after a van broke down - they didn't mind that it happened but the communication was shockingly bad & put me right off them. Nobody knew what was happening, if or when it was coming, if they were being refunded. I think eventually they got it & got refunded due to the confusion, but they spent so long on the phone. Whereas I use ocado, they have the odd problem but it's always been perfectly communicated, and not charged until delivered!

I've had that happen with Tesco. I think things can go wrong with all supermarkets.
Last Friday Sainsbury's gave my click and collect Tu order to someone else - hers was still in the shop. She promised to bring it back Saturday morning but didn't. I've given them a couple of days and will expect a refund tomorrow.

@Ashmonster that is terrible service. Was that with Sainsburys as well?

Abysmal.

RhapsodyandAshe yes it was Sainsburys.

I got a phone call to say van broken down so delivery cancelled. Alright can't be helped so I went straight to the store and did my weekly shop. Only for my delivery to turn up a couple of hours later.

Oh gosh I remember a few years ago I was in Sainsbury with my dd 6 I was a single mum and she has complex health needs. I didn’t have any spare money.
I paid via card and she said it hadn’t gone through so I did it again.
I was charged for my monthly shop twice. My gas money was gone, my electric money was gone ( luckily we did have food ) but I didn’t even have travel money to get daughter to school and was left over drawn.
I remember breaking down when they said it would take up 28 days for it to refresh back to my available balance. After sobbing they gave me a 10.00 Sainsbury voucher to get through the month 🙈🙈

Check out Tesco deliveries - they seem to have withdrawn 2 & 3 week-in-advance slots (here, anyway) but I've just seen they have some next day ones, though nothing else for this week.

I’ve never had that issue with tesco.
But slots are very hard to get tbh... everything is booked well over two weeks in advance here

It took me ages to get a refund from Sainsbury's when they cancelled mine a few months ago, I had to phone every few days and it was such a slog. I havent shopped there since!

That’s ridiculous - I had a Sainsbury’s delivery this morning that the payment bounced for (too many direct debits all at once ), but then turned up 15 minutes early once I called them and paid, and I’ve already had a refund for the three things the milk had leaked over.

I’d challenge the delay in the refund.