Sainsburys cancelled click and collect

[Hoover2025]

Honestly complete nightmare!

I am so done this!

So for Jan thought let's get organised and do meal planning and online account etc.

Sign up to Sainsburys online and the cherrypick app which lets you meal plan.

This is all going great!

Try to pay and No won't go through!
After hours of setting up this app and shopping etc the payment won't go through!

Keep trying again, trying again. Saying a problem with their payment system.

Then have to call up. Finally speak to a woman and pay over the phone. Takes two minutes.

Then this morning partner tries to pick up shopping. The shopping has been picked and is there but the man won't release as it's been flagged as fraudulent.

I'm sorry what?!

What the fuck is fraudulent about a £100 shop that you have already taken payment for!? How can that be fraud

Literally can't do anything. Hours of my life wasted. No shopping. Just bullshit

So done!

Tell me your best online shops please. Never giving them another penny.

Sounds like a huge pain, but wanted to say we’ve been using Sainsburys for years for delivery or click and collect and have had no problems, always worked totally fine, apart from an odd sub every now and again, or one time they arrived late.

The op is not over reacting. Okay she got her shopping. However a lot of time was wasted. That time could have been used to do something else.

i’m guessing you used a “new customer” discount code with a new email

but it was flagged as you already having used under a different email addres

Not a great start is it?

FWIW, I did use their home delivery service for about 12 months and it was very good and reliable.

But then I tried Tesco's instead and they are marginally better so I stuck with them. Their stock control is excellent and there are hardly ever any substitutions or missing items. I find their fruit and veg to be of a better and a consistent standard than Sainsbury's. Also they never give us anything with a short date - that used to be a problem with Ocado and Waitrose when I used them years ago.

The CherryPick Ap has a huge yellow banner on the homepage saying there are problems with Sainsburys check out and giving you instructions on how to check out successfully. Did you follow these instructions? (The banner has been there for more than a week as I've done at least 2 weekly shops without any issues by following these instructions).

I really think you're overreacting.

Sainsburys used to be the only one that delivered to my old office and they were terrible. Frequently turned up at the wrong time and gave ridiculous substitutions.

We use Tesco now and they are brilliant. Lovely, friendly drivers who instantly refund anything they think is too close to a use by date. Subs are sensible and as another poster said, the call centre staff go out of their way to be helpful.

Hi OP, glad you got it sorted and best wishes for everything xx

Wanted to chime in because although I don't use online shopping (widow with one cat, no appetite and an adequate convenience store one minute from my front door) my 85 year old Dad does.

He's way more app savvy than I am, and is virtually housebound, and very frail, so depends on his Tesco delivery every week.

A few weeks ago, over a three week period, he had problems paying online that totally screwed up everything and drove us both to distraction. He'd put in his order, pay, then suddenly the day before delivery the Tesco app would notify him if a problem with his payment when literally nothing was different to the last million times he'd done it. It lead to going round and round in circles with his bank - no problem on their end - and then the same with the laughable titles customer services, which was useless whether on the phone or the app. He finally got it sorted and things were OK until this weekend when they randomly emptied his basket, then told him he'd placed a different order on a different day, then changed his delivery time.

During the first round of issues, I had to do an emergency shop for him on a Sunday which is fine, but I live an hour away on public transport and 20 minutes away and 15.00 by taxi which meant his shopping cost over the odds as of course Sunday is restricted opening times.

It worries me greatly that people dependent on delivery schemes who can't easily make alternative arrangements can be left in the lurch and that resolving issues is never straightforward.

It's one of my big bug bears about all this technology we've come to rely on - while it all might work well some of the time, when it doesn't it's a nightmare to sort out, and the recent trumpeting of how much better things will be as we embrace AI in all areas is giving me the major heebie jeebies.

These days when computer says no, it's extremely difficult to get a human who can investigate or over-ride these things.

So, solidarity OP - sometimes it drives one to utter distraction.

I have never had an issue with Waitrose. Amazing service and no where near as expensive as I had assumed, especially as a lot of the basics ranges are such good quality.

It’s still overreacting. Her partner sorted it. No drama needed.

It doesn’t really matter in the grand scheme of life does if. I could say the same about sitting in traffic but I wouldn’t be being a drama queen on mumsnet about it. It’s a small annoyance at most.

The op has been stressed out by something that was meant to be simple.

I think the thread's interesting and has helpful discussion points and suggestions from others. Like a talk board.

It worries me greatly that people dependent on delivery schemes who can't easily make alternative arrangements can be left in the lurch and that resolving issues is never straightforward.

Absolutely agree, @MistressoftheDarkSide.

I got a click & collect recently when there were no Ocado slots available at Christmas. I waited nearly an hour at the pick up place and loads of substitutions. So annoying. I'd go for Ocado every time

Agree.
Always on time. Occasionally early but text to ask if ok to deliver. Rarely have missing or substituted items, and get a text beforehand to let me know.?drivers

on a side issue. Ocado occasionally have female drivers. Having spent 20 years plus driving around London all day or in fields on archaeological sites, I know how difficult it is to find a loo, esp a clean one. Asked last female driver if she wanted to use my loo before she left and she really was grateful. She didn't like to ask as it seemed intrusive. A simple gesture can go a long way in making someone's life a little easier.

Agree Ocado is the best.
There was a time a few years ago after a mistake from Ocado we tried Sainsbury's and they fucked up more in 6 months than Ocado had done in 6 years.
Went back to Ocado and yes, occasionally there may be issues, but hardly any!

What is the cherry pick App and why would you use it as opposed to shopping direct?

Have you been 8 month pregnant and ill? I have and it sucks.
It’s the straw that broke the camel’s back. I can entirely appreciate how this felt beyond annoying on top of everything else. Fair enough to come and vent here.
Shitty Sainsbury’s.

I literally just googled this scenario and your post popped up! I have, today, experienced the exact same thing, word for word, except mine was for delivery.

I spoke to someone on the phone and they said the money is returned within 5 working days. I explained that some people might not be able to afford to drop a second £115 on a food order elsewhere whilst they wait for the refund to come through, especially if there is a weekend. What does she advise in that situation? She just apologised for the inconvenience. It wasn't her fault so I left it there.

Exactly. Sainsburys once cancelled my order a few years ago. It happened on a saturday. I had enough money for basics like bread and milk. However i was unable to do a proper shop until i got my money back. Luckily i had some bits in the freezer.

How odd! They must be having a moment.

Yes I have received an email saying they are processing a refund so that’s good. Luckily we can deal with not having that money for a week but it is absolutely awful for those that can’t. I don’t see how they can charge and not release the food! Surely you just decline the payment if it’s flagged.

I haven’t used any voucher codes no.
I also did do what the yellow banner on cherry pick said.

@Mumistiredzzzz It’s a meal planning app. I’m trying to streamline domestic chores this month as on mat leave earlier with HG. Tried for a week to do it manually but it was just as much effort as shopping and then found this app which is frankly brilliant if it works. You add the recipes, it organises and rationalises your ingredient list. Ie. You have two recipes with cream it will tot up the total and get a larger cream to save money.

Spoke with cherrypick and they were lovely. Are going to extend my free trial another week to see if it works when Sainsbury’s issue resolves itself.

Although @MistressoftheDarkSide post has not given much hope. Your poor father! Such a nightmare.

And to those saying it’s not a big deal. Well not to you! To me it was a big deal. Mainly because not only did it waste my time but more crucially an hour of my partners when he was trying to be nice and let me have a lie in where I didn’t have my head in the loo.

Apologies @JanuaryCrow I skim read and misread your reply as ‘it worries me greatly that people are dependent on delivery schemes’. We are in agreement that this was shite!

Your bank must be flagging up something. I would phone them. 🤷‍♀️

That sounds a really clever app, I'll have a look I think 😁

I can really recommend Waitrose delivery. Lovely drivers, great quality and good customer service.