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.

We had similar with Morrison’s. We were told it would be delayed but if it wasn’t here by 11.30pm it would be delivered the next day which we were fine with.

But what happened was it turned up at 1am and when we didn’t answer the missed calls (because we were asleep) they cancelled the order. We’re self isolating with a 3 year old and had no food in so it wasnt ideal!

I got badly let down at the start of the previous lockdown. Haven't bothered with online deliveries since and just do a big shop once a week.

I'd be on twitter or their Facebook page sharpish.
They completely cocked up my first ever delivery from them.
DH had an accident and couldn't drive, happened to be three days before DDs birthday and she had 4 friends coming for a birthday tea.
So, panic stations ensued and the best place I found for the stuff she liked was Sainsbury's. Tesco and Morrisons weren't delivering to our postcode at the time.
The evening slot booked the night before came and went d8o I called to be told there was a delay, they would now be doing that evenings deliveries in the morning or I could wait 3 working days for a refund. Not having much choice, I agreed to next morning at 8am

Delivery arrives, the woman delivering chucked the bags down and went. Wasn't given chance to check anything as she was busy, apparently.
Got indoors, 3 bags missing. 3 whole bags
Birthday cake that was a girly one (think it was Little Mix at the time) swapped for a turtles one (not even put on subs list). No sweets or cakes and one bottle of pop.
So I called again and was told nothing they can do.
So I let rip on twitter, that her birthday tea was effectively ruined, I was having to ask mates with cars if they could drive me to the supermarket to salvage it and I had £30 of an £80 shop.
They soon found where she was and sorted it out that she came back. It was still in the van and they also sorted the cake error out.
Suffice to say I never used them again.

It really depends. My sainsbury's delivery used to come from one location. It was usually within the window but occasionally late. Then they changed where our delivery comes from. Now it's likely to be early.

This is the sort of stuff that sainsburys pulling once to often that made me change to Morrison’s who have been absolutely brilliant in our area.

This makes me so angry, it’s totally unacceptable and can leave people literally unable to eat. Especially as many of the people using deliveries are elderly, vulnerable or unable to go to the shops due to isolating. So in many cases, have no other way of getting food! And to keep your money and for ages and effectively say “good luck getting buy on whatever’s left in your account”—just total BS.

I actually drove for Sainsbury's and Ocado and I would have called you. I wouldn't have just gone back to the store

I find it hard to believe that the online manager would be okay with drivers just coming back without informing the customers

If you did this at Ocado you'd get a disciplinary. They are super strict on everything

We used ASDA once, it was the first and last time. Eighteen items were missing, the pickets just missed them out. They weren't out of stock. When we complained we were told oh, is that all, as if eighteen items wasn't very many! We managed to get the items redelivered the next day, it was as if they were doing us a favour and not something they would normally do. Four pint of milk still missing! Ocado do redeliveries later the same day or the next day and text you in advance of missing or substituted items

@MillieVanilla wow that’s horrendous!!! It’s not even the original fuck up that is the real issue, it’s then just not giving a shit about making sure you get what you’re supposed to. Totally unacceptable.

Vote with your feet OP.

YANVU re rubbish service.

However, I would like to politely ask people to not take up delivery slots if they possibly can avoid it. My 84 year old dad, who was widowed this year due to COVID, can't get a delivery for love nor money and has to go the shop in mask and gloves. I'd do it myself but I live 300 miles away. I won't use a slot so long as I am not isolating. I know it's your right, but for every slot a healthy youngish person takes, a less internet savvy older person misses out.

I would use the contact section on their website to send a complaint. Easier than spending ages on hold on the phone; they might send you a voucher.

My Sainsbury’s experiences have been poor but nowhere near as extreme. There’s always a couple of items completely randomly substituted and not on the list—e.g. sweet potatoes changed to potatoes, which I would reject if I had the choice.

Once, they sent me 16 heads of brocoli. It was literally 2 shopping bags full of brocoli. I thought I’d screwed up, nope I’d ordered 1 brocoli head! To go along with the small bag of carrots, 1 pepper, etc!

I have had at least two deliveries where items are missing but I can’t get anyone to respond!

This has happened to me before with Tesco’s, order just not showing up, no call text or email. It’s now why I never choose the late slots are more likely to happen and less likely to be able to call them to sort it out. I now only book day time slots.

I can’t even be bothered to make a complaint as I’ve done it before when they messed up our click and collect twice and never got a response.
The first time I waited over an hour past the collection time for it to be ready and the second time when I arrived they said they weren’t able to take payment so had cancelled my order. There was plenty of money in my account and they didn’t forewarn me.

I should just stop being lazy and drive to Aldi in future. Probably save some money as well!

We had the same with Asda, half of the groceries were thankfully delivered but a problem with the van meant chilled and frozen wasn't delivered! Rang up the next morning, (order still wasn't showing as arrived), she advised we would get a refund of the missed items and it would take 3 to 5 days. Went to local shop to replace items, so out of pocket.

All the money for the shop went back into the account and then several days later it all got taken out, so still no refund! Rang them up, to find a refund had never been actioned and we are now a week away from payday and not enough funds in the account to pay for this weeks online shopping coming in the next few days.

Thankfully we have savings to help us out, but many people wouldn't and would be left overdrawn or no food or relying on friends/ food banks etc.

Make a formal complaint. You should at the very least get a voucher. Completely unacceptable.

@WokesFromHome

YANVU re rubbish service.

However, I would like to politely ask people to not take up delivery slots if they possibly can avoid it. My 84 year old dad, who was widowed this year due to COVID, can't get a delivery for love nor money and has to go the shop in mask and gloves. I'd do it myself but I live 300 miles away. I won't use a slot so long as I am not isolating. I know it's your right, but for every slot a healthy youngish person takes, a less internet savvy older person misses out.

Are there any local green grocers/ food stores who deliver in his area? As an alternative if no supermarket delivery slots. We have had several pop up around us.

I think most people have and will default to online shopping for their groceries.

Our Sainsburys delivery was delivered to the wrong house last night! The delivery person was very blasé about it and basically said we’d get a refund but couldn’t do anything else as all delivery slots now booked up. We phoned customer services and explained and they contacted the store and told them to rearrange delivery for today - wasted a couple of hours of our Sunday evening (and chasing it up again today!) but tbf they have sorted it which I’m really glad about because the supermarkets around here are mental again

Same happened to me with Ocado a few weeks back (although in fairness it's never happened before and I've used them for years).

The driver rang and just said 'Sorry, I'm finishing in under an hour so I'm heading back to the depot. Ring Customer Services' - I was fuming. CS arranged another delivery same day (evening) but I didn't get any freezer food.

If you have Prime I defo agree with the poster who suggested Morrisons via Amazon - same day or next day delivery. Be ready for substitutions galore tho!!

Wow. That's dreadful. So you are left stranded without your shopping, no explanation, money gone and having to contact them to find out what happened. Bloody awful service.

@WokesFromHome

YANVU re rubbish service.

However, I would like to politely ask people to not take up delivery slots if they possibly can avoid it. My 84 year old dad, who was widowed this year due to COVID, can't get a delivery for love nor money and has to go the shop in mask and gloves. I'd do it myself but I live 300 miles away. I won't use a slot so long as I am not isolating. I know it's your right, but for every slot a healthy youngish person takes, a less internet savvy older person misses out.

There is a vulnerable list for people like your father. It works in a different way to normal slots. My DM was in the same position, but she rang Tesco and they’ve sorted her with a priority slot now. It’s anytime 10-6 and they call you on the day to let you know the actual hour they’ll be there. You can book further in advance and they know they are delivering to a vulnerable person.

I believe the online website is slightly different to the normal one in some way. According to DM.

Sorry if you have tried and know of this service, but its helped us tremendously.

@WokesFromHome

YANVU re rubbish service.

However, I would like to politely ask people to not take up delivery slots if they possibly can avoid it. My 84 year old dad, who was widowed this year due to COVID, can't get a delivery for love nor money and has to go the shop in mask and gloves. I'd do it myself but I live 300 miles away. I won't use a slot so long as I am not isolating. I know it's your right, but for every slot a healthy youngish person takes, a less internet savvy older person misses out.

You can ask Tesco via their CS line (call us on 0800 917 7359.) to make him a priority customer and he will get a slot.

We did this for my elderly MIL and every week she rings a list through the night before the slot and I do it for her online. I also book her slots 3 weeks in advance. It works really well.

I have always shopped online and have delivery passes for both Ocado and Tesco.

[quote Onjnmoeiejducwoapy]@MillieVanilla wow that’s horrendous!!! It’s not even the original fuck up that is the real issue, it’s then just not giving a shit about making sure you get what you’re supposed to. Totally unacceptable.[/quote]
Oh trust me, a cock up like that on the first ever delivery meant they have never gotten another chance.
Iceland get a bad rep for food but the times I've used them due to car breakdowns or ill health they've been great.
You'd think being Sainsburys they'd be excellent but the customer service was woefully inadequate.