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.

OMG I actually raised my hand to my mouth in shock. Did you not go ballistic on the phone at that sorry excuse

The "customer service" people who take the angry calls are often employed separately by call centres. DH used to work in one that dealt with Sainsbury's calls and found it stressful and demeaning. Poor pay, poor conditions with a lot of micro-managing. Please remember that its not their fault either, when venting your frustrations/giving lectures on customer service.

I think this can happen with all of the supermarket delivery services and it is a massive ball ache when it does happen. Waitrose did it to me - forgot to put half my order on the van and of course the half that arrived was fairly useless (all the non edible parts of the shopping!). The thing that hacked me off the most was that my delivery slot was something like 12-1pm so I thought they would be able to bring it later in the day, but apparently that was "impossible". Took a few days for a refund too.

Terrible.

I've been waiting a month now for a refund of £180 from Currys.

Countless phonecalls, waiting almost an hour each time to finally get through to them.....

I’m not surprised. Recently was due to have a Sainsburys delivery, they called me about half an hour before it was due to arrive and said the delivery driver was sick and could we come and get it (half hour drive away, so an hour there and back) we did and then later found I’d still been charged the delivery fee!

@NanooCov

I think this can happen with all of the supermarket delivery services and it is a massive ball ache when it does happen. Waitrose did it to me - forgot to put half my order on the van and of course the half that arrived was fairly useless (all the non edible parts of the shopping!). The thing that hacked me off the most was that my delivery slot was something like 12-1pm so I thought they would be able to bring it later in the day, but apparently that was "impossible". Took a few days for a refund too.

Morrisons has always been fab I don't know why anyone shops anywhere else tbh!

Had this twice with asda. Took 5 days to refund and literally had 50p to my name!

I think none of them are perfect.

I’ve never personally had any issues with sainsburys or Tesco’s, but a friend of mine had similar with Iceland where they just didn’t turn up.

Also Ocado has been absolutely slated for it on twitter ever since the M&S takeover, not forgetting the fact they cancelled hundreds and hundreds of orders on the day of the launch and have continued to do so.

Also amazon don’t deliver everywhere - they don’t deliver here.

Co-op also deliver online now same day deliveries

Www.coop.co.uk

Morrisons did this last night, except got a text from the delivery driver saying he was running late can he bring it tomorrow. No was the answer to that. Give me my bloody shopping i paid a slot for i dont want shit sat overnight in your van.

Asda did this to me twice recently - I've actually found Sainsbury's to be most reliable for online deliveries!

We had a similar experience with Sainsbury’s except our delivery did arrive. Unfortunately during transit bleach had spilled over 2/3 of our order, so the driver gave us what he could and said the missing would be delivered ‘first thing in the morning’.
First thing in the morning arrived but surprise surprise no delivery. Similar to Op, it took almost an hour to get through to customer services followed by a frustrating conversation - as far as Sainsbury’s were concerned we’d received our order and they didn’t know about anything missing due to a spillage 🙄
It was eventually resolved and we received our missing items much much later that day.
The best of it was I worked for Sainsbury’s at the time but was still totally helpless when it came to ‘customer service’.

Crunchy- please put a link to your scathing Curries review

And what happens to all the food in that case? Do any perishables just get wasted? I cant imagine they take it back to the depot, surely it would be just as easy to deliver it to the customer.
Do the drivers get to keep this food if they go over their shift time?

Two weeks ago. Son at uni.
DS placed an order with Tesco. Driver couldn’t find his halls (which are directly across the road from the uni) so took the delivery to another set of halls. Driver rang son to tell him he couldn’t find his halls (despite having address and postcode and DS offering instructions) and was not prepared to drive any further. Son had to walk the half mile to the other halls to collect his shopping and then carry it home.
Lazy bastard driver - taking the piss because DS is a student.
DS has started using Ocado instead.

I had a tesco order last night booked for 7pm until 8pm (this was booked a week ago, before the lockdown announcement so I wasn’t taking a slot better used by elderly/vulnerable etc). By 8.40 it hadn’t arrived so I called the hotline.
Took a few minutes to get through which is not unexpected in current climate and spoke to someone who promised to investigate. 20 minutes later they called to say they couldn’t track the van as the store was suffering some technical issues and it looked like it would be cancelled. They tried to find me an alternative slot but in current situation that wasn’t possible so he apologised profusely and gave me a £10 voucher.
The shopping turned up at 10.40 with more apologies.

This is how it is done and Sainsbury’s needs to learn this or they will continue to lose customers.

@QuitMoaning

I had a tesco order last night booked for 7pm until 8pm (this was booked a week ago, before the lockdown announcement so I wasn’t taking a slot better used by elderly/vulnerable etc). By 8.40 it hadn’t arrived so I called the hotline. Took a few minutes to get through which is not unexpected in current climate and spoke to someone who promised to investigate. 20 minutes later they called to say they couldn’t track the van as the store was suffering some technical issues and it looked like it would be cancelled. They tried to find me an alternative slot but in current situation that wasn’t possible so he apologised profusely and gave me a £10 voucher. The shopping turned up at 10.40 with more apologies.

This is how it is done and Sainsbury’s needs to learn this or they will continue to lose customers.

Actually yes Tesco used to be very good when we lived in another town so when we first moved and they didn't deliver to our village I was gutted (must check they are now because Morrisons and Uber Eats now are). They called one afternoon near Christmas to say our delivery wasn't possible due to insufficient funds. I looked online and we had over the funds so I said, are you sure as we have it in there? She apologised and said the bank said nope. Phoned bank and they had marked it as suspicious due to how much we had spent. I pointed out this was our big Christmas shop so i was miffed and it was Tesco so they could've checked where it was being delivered to if they were that worried. Started thinking about redoing the shop and hoping I could get a slot (didn't have a car at the time) or asking my DSIL for a lift, when the door knocked. Was Tesco delivery driver, with the entire load. I immediately said that I think he made a mistake and he said it was nothing to do with him, he just delivers and to call customer service. It was about £150+ of shopping so I called them. Spoke to a lovely guy on the phone and said, I have my card here I can pay over the phone but he said he couldn't actually take payments over the phone, so I offered for them to come back and collect it. He said to me, you know what, you've been so honest and you've offered it back but it will go in the bin as it's been delivered. Just keep it. Worse way they may take the cash in the week. They never did. So sometimes cock ups are brilliant!!!

This happened to me with Waitrose a few years ago, order for evening delivery never arrived, no contact, had to contact them myself the next morning and they said it was the drivers first day on the job and they decided the job wasn't for them and had buggered off home (!), leaving the last few orders undelivered.

Got the order delivered the next day, but no extras or vouchers and only a half hearted apology.

Having used Sainsbury's, Tesco, Morrisons over the years too they have all messed up a few times, especially on stuff missing but still charged for. Wouldn't say any of them was any better than the others in my experience.

Asda did this to me Several years ago now - I never ordered online from them again - money was tight at the time too - fortunately there was freezer food left

It’s outrageous, and I won’t be shopping with Sainsbury’s in the future now that I’ve heard that. Which is such a shame as I like the quality of the food at Sainsbury’s.
We are unfortunately a very low income family at the moment and we just simply couldn’t afford to wait 3-5 days for a refund and we wouldn’t be able to go out and get an alternative food shop until that refund was in our account.

@GrumpyHoonMain

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

You can say no using Amazon to substitute items, I’ve not found a way to do it with Morrison’s when ordering direct. It’s great now they are on Amazon as very quick delivery.

Tbh as a low income lone parent family, I can't afford sainsburys but I agree that it is disgraceful CS.

The worst fuck up I had was for an Asda xmas delivery, booked for 23rd December a few years back. There was some issue with Visa (not just my card, a UK-wide thing), so they texted in the morning and told me it was cancelled without even bothering to try and run the card again or wait til issue was fixed. I got onto the phone and after a long, long wait, the customer service woman said it was too late to reinstate my order, but could reschedule it for the next available slot -- 27th December.

Yeah, sounds great. Let me enjoy my turkey and sprouts two days late! At the time I didn't drive and DH was ill. He ended up driving me to the shops and sitting outside in the car, trying not to vom and taking care of baby DS, while I dashed round the shops.

But they did offer me a voucher for free delivery on my next order. HAHAHAHA.

YANBU, I binned them off for doing exactly the same thing to me a few weeks ago. I understand they sometimes run into problems but when this has happened previously they have rescheduled delivery asap. This time round all they offered was 'you're welcome to book another delivery and we'll re-add the items to your trolley.' 25 years loyal customer, I'll now only use them if I can't get a slot anywhere else.

I swapped to Sainsbury’s because they have proved the most reliable throughout the pandemic. Slots readily available, they deliver what I order in good condition and I get vouchers/refunds quickly without argument.
Morrison’s are OK but a far more restrictive product list.