To think this is terrible of the supermarket?

[OliviaTall]

Ill try to keep this as brief as possible.

I placed an online grocery delivery with the supermarket as I do every week. Over a week ago.

The shopping didn’t turn up by the end of the time slot so I rang customer services. Customer services couldn’t tell me anything but said if it didn’t turn up they’d refund.

By the next day I still hadn’t heard anything at all, so I rang customer services again and they said they’d arrange a refund.

Later in the week I still hadn’t heard anything about the refund being processed or a courtesy call to explain why the delivery hadn’t turned up so I escalated it by emailing the chief executive email address. This seems to be the only way to actually get a response from the supermarket as I’ve had problems before.

Still didn’t hear anything after a couple of days so I sent another email.

Finally heard back from the executive team apologising and promising a refund and a quite substantial goodwill gesture of £50. I accepted this in writing by replying to the email.

Later that day I got a call from the executive office from a different person apologising again and giving me details of arranging a faster back refund. This person said they give a £20 goodwill gesture, I didn’t say anything but I assumed that she’d made a mistake as I’d already had the offer of £50. Plus I was in the school run so was a bit flustered. I don’t even know that it was a different person I assumed it was a follow up call.

Sure enough the £50 voucher appeared in my email inbox, but then I had a further email from the original person saying that she’d duplicated the case and as I’d now accepted the £20 goodwill gesture she’d be cancelled the £50 voucher.

Aibu to think this is appalling customer service?

I do realise your rude reply wasn't actually directed at me. I did however choose to call you out on your rudeness to @ACynicalDad I am not sock puppeting. Report me if that's what you the think. You really do think you're of superior intelligence, don't you?

Change to Tesco. Only twice in 15 years has a delivery been missed (once the truck broke down, can’t remember other reason), and though I had to chase it customer service immediately rescheduled the delivery and while I was only given £10 voucher the issue was resolved in that one phone call. I’ve always found their customer service very helpful.

.

Well for for contacting the CEO, OP. I’d do the same. Hope you got your refund and the £50. Don’t give up until you do.

Shame on you Sainsbury’s!

No I just don’t appreciate responses from people who can’t be bothered to read properly and make accusations of me being greedy and dishonest when I’m far from it.

I think I will to be honest.

I used to shop there years ago. Sainsburys is very pleasant to shop in store but when there deliveries go wrong they are a nightmare to deal with.

Thanks, mumsnet is leats the same though

I could post that the delivery driver stole from my house and someone on here would still say it was my fault.

Yes I suspect you may be right there.

Tesco

Yes that sounds like a might fuck uo, but I cannot work out why you accepted 20 and thought well I have the 50 in writing so doesn’t matter, most people would say sorry it’s 50, it does read like you were hoping to get both. And are now furious it was actually instead of.

There is no customer service anymore unless you pay a large premium eg. John Lewis/Waitrose. If you want anything doing you have to do it yourself.

Sainsbury’s made profit of £393 million last year, after tax. Companies skimping on customer service or not using UK based staff when we are desperate for jobs in this country are disgraceful. We should start boycotting companies like this. We should definitely complain whenever there is poor customer service otherwise they think it’s OK.

I’ve found Tesco to be pretty good. Their customer service seems to be UK based and you can contact them by phone, email or WhatsApp. There were a few occasions when my deliveries were cancelled due to vans breaking down. I got £10 vouchers without asking each time. I also get texts if they are running late.

I didn’t accept it.

Like I said when they phoned me I thought it was just a follow up call to explain about the refund faster bacs. The conversation wasn’t really about the voucher it was about why the shopping hadn’t been delivered, how she was raising an investigation and how the bank transfer would work.

She said they were issuing a £20 goodwill gesture but it was said as an after comment. I did think £20, you said £50 but I just thought she’d made a mistake. I was on the school run and so the voucher wasn’t at the forefront of my mind.

Obviously in hindsight I could have said I’d been offered £50 but how could I have possibly known that it was a duplicated case? I didn’t think I was playing a game of higher or lower I just thought that these were the team who were going to sort it all out.

I can’t explain it any more clearly.

It was in the email that I was asked to accept the goodwill gesture I wasn’t asked on the phone she just informed me that they were sending a goodwill gesture as way of an apology.

Ok then it’s you said she said.

Yes it's bad, which supermarket,

I had problems the only time I used Sainsburys, I always use Ocado now, they deliver from a well stocked warehouse and their customer service is excellent. Morrisons is delivered by Ocado too, but I think it comes from stores in some cases

That's an awful system - no money to Ocado has ever left my account until I have received goods. I had an order cancelled once due to the snow - fair enough! And they contacted me to ask when they could reschedule for, they were very proactive, and again no money left my account until the actual delivery arrived, albeit a couple of days later. Think I'll be sticking with Ocado!

Also, the amount you have paid for that the non-delivery might be your last cash for the week, so you’d be skint while the refund is processed and more worryingly, not in a ££ position to place a new order for the next day.

You're saying that like its a bad thing

They'd been left without food delivery with zero notice.. and for some people, that will mean little to no food at all in the house - especially with an evening delivery..

So in that situation, if Sainsburys are going to offer me a total compensation of £70 from their circa £400 million of annual profit, I'm having it

along with the complimentary hard cheese...

its 500g of Lancashire or Cheshire 🧀, if you don't mind !

I knew it had to be Sainsburys. I had a similar no show online shopping order experience just over 3 years ago, and subsequent soul destroying telephone conversations with their appalling customer service dept (which used to be excellent at one time). I made the same point regarding the slow refund, and what if it was the only money someone had to buy food with. It fell on deaf ears. I haven't shopped at Sainsburys since, neither online nor in store. I had been using them for weekly online shopping orders for about 15 years, right from the time they started online shopping. Never again though.

That’s what makes me so angry when they do ths.

The shop was for around £100, it was essentials for the week ahead. When it didn’t turn up I had to go shopping the next day and spend another £100.

I don’t get why some people are so much on the side of the retailer..

They have one job which is to deliver the groceries it’s literally what they do and how they make their many millions in profits.

I get that sometimes a can might break down or a driver calls in sick. But that wasn’t the case here, it just didn’t turn up with no notification and none seemed to know where the shopping had gone.

If it’s a case of where they’re making mistakes because they haven’t got enough trained staff to do the work properly then the supermarket should look at providing more staff or a proper customer services department. ,

This is why customer service is so poor - so much acceptance of it without challenge. Inconvenience is the measure in itself, there doesn’t have to be financial loss.

This made me proper laugh as a Metallica fan 😂🤘

@OliviaTall
I myself would've named and shamed and this is the reason I don't do online shopping at Icelands anymore
Whenever I'd order meat or fish it would be on the list of items I'd want and had paid for but it'd never arrive even though they'd cheerfully debited me and when I'd phone their helpline they'd say there was no meat showing on the list I'd submitted!
So there would be no refund
Even when I sent them then a copy of original list!!
Had one driver tell me he'd never himself online order anything too nice/pricey because those who did the packing could easily/knew how to manipulate the device used that had your order on it
Also their delivery times were terrible
Once got a delivery meant for 10-12am slot
at 9pm that evening just as I was going out
Next morning I phoned and complained
To this day, no apology.
And if part of a multibuy was missing
God help you as it was
Easier to get blood out of a stone

I'd take a much as l could from them and more.
Just to cover all the inconvenience, time wasted and spent on trying to contact them and complaining

You were waiting for food to be delivered which wasn't. They are at fault not you .

👍