Sainsbury's online delivery.....

[DelBocaVista]

It's it just us or is it now completely rubbish?
Loads of items missing, numerous short dated items which they refuse to refund and if you are lucky enough to get anything refunded it's now a voucher.

When you try to complain they tell you it will be reviewed internally but that they don't ever share the outcome of complaints as that's not their policy.

I love our local driver but I'm fed up of having to do a second shop every week because so much is missing or out of date.

Can you tell I've had a shop delivered this morning?!

Totally with you OP.

I used to do the majority of my shopping there, so when lockdown hit and I was designated ECV, online seemed the answer.

I was very surprised by the deliveries. Low code, missing items and really poor quality fruit & veg. The attitude of their customer services team was appalling.

Took me a few weeks but I now shop with local suppliers, fruit & veg box, online butcher etc.etc. Waitrose deliver a top up of cleaning materials and other bits and pieces once every other month.

Sainsburys recently wrote to ask me to come back, but they have to be joking. My current shopping habits have reduced my grocery bills by at least 10% and the quality is much, much, higher.

@MedusasBadHairDay

I know I had short dated items in my last shop, delivered on the 23rd and dated the 24th, but definitely not highlighted on the receipt. Were they highlighted on yours?

They were but as our delivery was so early I didn't get chance to check my emails and they weren't highlighted by the driver.

In recent weeks they've refunded these but today they're refusing as apparently it's now the customers responsibility to check the receipt and hand items back to the driver. The drivers no longer get a print out either so they've no idea.

If my delivery had been later in the day I would have had chance to check my emails.

They've shifted the responsibility to the customers rather than themselves.

They also told me they never share the outcomes of complaints so you'll never find out if they've acted upon it. Very bizarre!

I bought an annual pass for £30 and I think it is brilliant value. I won't go back to doing my main shop in the store, now I've had 2nd vaccination I will probably be OK popping in for the odd item but the main shop can be delivered.

I find Sainsbury's ok for on-line delivery

Ours has actually been great recently, haven’t had anything missing or any substitutes for weeks and the only things that have been short dated always are in store as well anyway like bags of salad and organic bread so I haven’t bothered rejecting it. Whenever I order a baguette it turns up snapped in half to fit into the crate, I pick it up and say ‘oh dear’ and the driver gives me a refund.

I think it depends, as with many of these issues, whereabouts you are. I’m sure people have problems with all of the supermarket deliveries one way or another.

When we had to have deliveries last year, there was only one supermarket that would recognise that we were entitled to them. After a while, we could get irregular Ocado deliveries, but then they switched to M&S and the quality and availability went downhill. We couldn’t get the app and gave up in the end.

It’s a local, rather than a nationwide thing, I think.

Sainsbury have been the worst for home deliveries for us. I have had all the problems mentioned and got my smart pass cancelled and refunded after several phone hourly phone calls and escalating to highest possible level. I have used Tesco/Ocado or Waitrose as I didn't have a car about 5 years back and never seen anyone as bad as Sainsbury.

@ancientgran

I bought an annual pass for £30 and I think it is brilliant value. I won't go back to doing my main shop in the store, now I've had 2nd vaccination I will probably be OK popping in for the odd item but the main shop can be delivered.

I've had delivery pass for years and loved them but the last 6 months or so the shop has been terrible and I've had to go out to the supermarket anyway!!

Today they delivered a loaf of bread, bagels, chicken, pasta ready meal, leeks, carrots and parsnips that all go out of date tomorrow plus a few items that go out on date on Saturday.

That's poor!

@MedusasBadHairDay

are refusing to refund the short dated items as they were highlighted on my receipt

Do they? I've just checked my last receipt and it doesn't mention that at all.

It’s in the email the receipt is attached to, you get a section that looks like this

I've picked for both Sainsbury's (several years ago) and Asda (worked there the last year and picked on and off as needed) and also do my own click and collect with Asda. The stores have different date policies, Sainsbury's just flag the date and relies on customers to refuse them, Asda won't pick same/next date even if that means they have to offer a substitute. I also find the refunds process easier with Asda (they do also rely on email/text receipt) as you can do it through the app if you find a short date/damaged item. I also accept subs on all items except those I'm particularly partial to (only Warburtons crumpets here but don't care which pack of bacon I get) so I'd consider accepting subs in your situation and just returning anything to the driver that you don't want, it might save you some time.

In your situation I'd be looking for another supermarket, I've noticed a few threads recently about Sainsbury's and the general response is that their service has declined and their picking policies means you don't always get the bed quality/dated items.

I normally try and defend the pickers, it's not an easy job like most think but in this case it's clearly the Sainsbury's picking policies (ie shorted dated can be picked) that are impacting your shop.

It's right at the bottom of the receipt though so easy to miss

Today they delivered a loaf of bread, bagels, chicken, pasta ready meal, leeks, carrots and parsnips that all go out of date tomorrow plus a few items that go out on date on Saturday.

I had no idea they even put dates on carrots and parsnips to be honest. They’ve made a rod for their own back there. The veg will easily last until next week. Put the bread in the freezer and get out slices as you need them.

@Northofsomewhere

I've picked for both Sainsbury's (several years ago) and Asda (worked there the last year and picked on and off as needed) and also do my own click and collect with Asda. The stores have different date policies, Sainsbury's just flag the date and relies on customers to refuse them, Asda won't pick same/next date even if that means they have to offer a substitute. I also find the refunds process easier with Asda (they do also rely on email/text receipt) as you can do it through the app if you find a short date/damaged item. I also accept subs on all items except those I'm particularly partial to (only Warburtons crumpets here but don't care which pack of bacon I get) so I'd consider accepting subs in your situation and just returning anything to the driver that you don't want, it might save you some time.

In your situation I'd be looking for another supermarket, I've noticed a few threads recently about Sainsbury's and the general response is that their service has declined and their picking policies means you don't always get the bed quality/dated items.

I normally try and defend the pickers, it's not an easy job like most think but in this case it's clearly the Sainsbury's picking policies (ie shorted dated can be picked) that are impacting your shop.

Oh I'm not blaming staff at all. It's the policies I have an issue with!

I think their complaints procedure is particularly poor. No transparency at all!

Ours has been pretty good and the odd substitution we have refused has been refunded same day. I don't mind the vouchers as I just take it off the next shop. Drivers are great, very cheery and punctual. The delivery pass is value for money and gives more slot availability. My only slight gripe is when we are sometimes given short dated items they aren't discounted.

Oh @DelBocaVista
I feel your pain this happened to me afew times with our local ASDA so we now use Ocado who are much better - maybe a little more but if you don't end up throwing things out it's not as wasteful is it?
I did a click and collect with Aldi and that was ok except they charged me £5 to go and get it myself and most others are free delivery and then it came out in huge plastic trays, in the flimsiest "tray liners" which split as we tried to put them in the car which was a nightmare not to mention after phoning them having to wait 20 minutes for someone to eventually come out so I definitely wouldn't recommend that.

I agree the short dated items are frustrating.

However, I entirely agree with them that it’s our responsibility to check our receipts.

Since they’ve gone paperless, the drivers have no clue what has been substituted or short-dated. Sainsbury’s email and inform us. If we don’t check emails before the order arrives, that’s on us.

Yes, 7am is early, but presumably you chose the delivery slot?

@PattyPan

Today they delivered a loaf of bread, bagels, chicken, pasta ready meal, leeks, carrots and parsnips that all go out of date tomorrow plus a few items that go out on date on Saturday.

I had no idea they even put dates on carrots and parsnips to be honest. They’ve made a rod for their own back there. The veg will easily last until next week. Put the bread in the freezer and get out slices as you need them.

It's not really the point though is it? Week after week I'm being sent these items.

I know the veg will last. I don't have space in my freezer for the bread and besides I'd quite like to just have items I've bought when I feel like it and not have to defrost everything first!

@tiredmum2468

Oh *@DelBocaVista* I feel your pain this happened to me afew times with our local ASDA so we now use Ocado who are much better - maybe a little more but if you don't end up throwing things out it's not as wasteful is it? I did a click and collect with Aldi and that was ok except they charged me £5 to go and get it myself and most others are free delivery and then it came out in huge plastic trays, in the flimsiest "tray liners" which split as we tried to put them in the car which was a nightmare not to mention after phoning them having to wait 20 minutes for someone to eventually come out so I definitely wouldn't recommend that.

Ocado don't deliver here unfortunately

Yes, 7am is early, but presumably you chose the delivery slot?

Yes and I've just checked - the email arrived less than 5 mins before the delivery.

In previous weeks they've refunded me with no issues ( well, given me a voucher) but they seem to have changed this policy without telling us.

I refuse to use Sainsbury’s after their refund policy. The time they annoyed me most was when the sales assistant badgered me to try clothes on at home when the changing room was closed, I’m normally too cautious. I did and when I got home I realised the clothes at the end of the receipt had been subject to a printer jam, those lines were unreadable. I went straight back for the refund, they refused to reprint the receipt. I said fine, I’ll buy food with a voucher or exchange. No they said, their clothes were a separate entity (even on the same receipt) and I couldn’t even have a voucher, only a direct swap for other clothes- none of which I wanted. Tesco in similar circumstances have happily just reprinted receipts at customer service, even when it was my fault I lost it.

Morrison’s refunds are so simple, you just mark damaged items in the app.

Yep we had the same problem several years ago. Switched to tesco for that reason and they're great. As a PP mentioned, tesco drivers always make a point of going through any items with a short date at the door but doesn't happen often. They're the only 2 that deliver here!

I stopped getting a delivery from them in a Sunday as the short dates were not so prevalent on a Monday/Tuesday, but this week the milk only had 2 days on it and three lots of fish, two of which were smoked and usually have ages on them were within 3 days. And they didn't have the sainsburys only items I'd ordered.

Back to Tesco or Waitrose.

I'm hoping to use Morrison's but last time I checked they didn't deliver here.
I think it might have to be Tesco.

I use Asda and have never had any problems. All of the fresh items are never dated within 3 days