Please or to access all these features

Add post

Watch this thread

Save thread

Start a new thread

Flip thread

Hide thread

My feed

Active Unanswered threads

Getting started FAQ's

Unanswered threads Acronyms Talk guidelines

Hide shortcut buttons

Talk

AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Flip

Original poster

To expect Sainsbury's customer services to provide some sort of customer service?

13 replies

BananaSkin · 24/02/2009 13:25

Mailed them last week as 24 items from our order were substituted (important stuff like milk) - plus they had previously forgotten to refund me something. Didn't hear back.

Had further problems with this morning's delivery (2 items damaged) but didn't want to mail again if wasn't going to get a reply.

Had 'Customer Services' woman telling me there was no problem with their contact part of the website, repeatedly, again, and again and again. Er hello - I'm telling you there is a problem with it - it doesn't work. And no, funnily enough I don't have the exact time I sent the e-mails through the website. If I had the time to note down rediculous stuff like that, I'd have time to go to your ruddy shop myself!

OP posts:

DogMa · 24/02/2009 13:26

YABU - Customer services providing customer service???? - what are you on?!

mumof2222222222222222boys · 24/02/2009 13:28

I rang them once and everything was fine (once they sorted it out that is!) sometimes the telephone is a lot more effective.

Twims · 24/02/2009 13:28

Why didn't you call them in the first place?

Iklboo · 24/02/2009 13:29

YABVU - Customer Services are not there to service the customer. They are there to

a) chat to their mates about Corrie/Stenders
b) chat to their mates about what X said to Y
c) display no knowledge of layout of store/stock/consumer rights
d) tell blatant porkies

(I am of the belief though, however mistaken, that there are actually some very good Customer Service workers out there doing a grand job in dificult circumstances with no thanks)

MenaMilou · 24/02/2009 13:49

I found sainsbury's online appalling. They cocked up so many times on our order and cancelled the delivery last minute lots of times etc. I complained a few times and got a £10 voucher each time, but in the end it was ridiculous, so i changed to Tesco (can't afford Ocado!) Havent had a problem since.

Original poster

BananaSkin · 24/02/2009 18:11

Why didn't I call them? Why would I call them when I am shopping on-line and there is a facility on their website to ask questions?

I can either send a quick e-mail via their website(for free), or dial their phone number, hold for the 'phone for ages and eventually get through to someone that fails to solve the problem.

Might try Tesco again MenaMilou.

OP posts:

Nabster · 24/02/2009 18:36

Ocado is so much better than anywhere else and isn't much morer expensive.

Nabster · 24/02/2009 18:55

shouldbeironing · 24/02/2009 18:56

Maybe it varies - I havent had any problems with Sainsburys delivery service at all. Have not used online customer service though.

melpomene · 24/02/2009 20:49

YANBU.

We had a Sainsburys online delivery on Sunday. Half an hour after the end of the delivery slot, when it still hadn't arrived, I phoned them. (I was waiting to go out for the afternoon.)They kept me on hold for 20 minutes, whilst playing an intensely irritating recorded message which suggested "Why not sprinkle some strawberries with sesame seeds?" over and over on a loop.

When I finally got through, the woman said in a very offhand way "Oh yes, all our deliveries are running over an hour late today." I was tempted to tell them where to shove their strawberries and sesame seeds...

mileniwmffalcon · 24/02/2009 20:55

i've always been impressed with sainsbos deliveries, they give you a local number with your order so you can query stuff and they've always refunded me stuff when i complain. it's best when you complain that they've sent you a really expensive substitution instead of the cheapo meat/wine/whatever you ordered and they give it to you for free

OatcakeCravings · 24/02/2009 21:33

It must depend on where you live. I use Sainsburys and Tesco for my online shopping and I find Sainsburys to be excellent in everyway. A couple of weeks ago they telephoned me to say they would be an hour late which wasn't a problem for me. In the end they were only 30 mins late, the driver apologised and I got a £10 off voucher. Compare this with Tesco who are at least 30 mins late every second time they are due here and they never phone to let me know and they have rude and unhelpful drivers Sainsburys win everytime. The only reason I don't use them all the time is that they don't have any money off e-voucher codes and their choice isn't as good as Tescos.

risingstar · 24/02/2009 22:56

yanbu, i had the most terrible terrible service from Sainsbos. First order late, well i can live with that and the £10 voucher made up for it.

Second order OMG, I was overcharged £66 for, wait for it, 19 rolls of wrapping paper that i didn't order and they didn't deliver. Apologies from them, told money would be back in account in 7 days. 20 days later no sign of it. When i rang to complain(20 mins of hold music) they told me that the person in the store hadn't done the refund

third delivery, they broke a bottle of wiskey on the doorstop and left me to clear up the glass.

when i phoned again, they said that they hoped the experience hadn't put me off. I LAUGHED HEARTILY and put the phone down.

Now have Ocado who are totally and utterly fab.

what makes me really laugh though is that we don't have a local tescos, and they must have spent a fortune on advertising and setting up the delivery service. i spend at least £90 a week and they just chuck customers away....what a way to run a business

Flip