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Sainsburys - update.

181 replies

SerendipityJane · 23/03/2020 14:30

No email received, despite being carer to a vulnerable person. (Although Twitter reveals that some non-vulnerable people have got an email to their puzzlement).

Engaged for past 6 hours. (Yes, engaged. No queue).

Ignored on Facebook

Ignored on Twitter - where it transpires a lot of people are having issues with this. I'm lucky enough to be able to use the telephone, but as some people have noted, the "phone only" option excludes some people with disabilities.

Looks like a store visit is called for ... after I was told on Saturday that my charge clearly "doesn't need any proof" as they are in a wheelchair.

Rant over, blood pressure lowered. Stay safe all.

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Marieo · 24/03/2020 15:35

I just registered to see if I could manage to get on the phone later for my DB and managed to get a click and collect slot straightaway. Not ideal, but thankfully plenty of volunteers to pick it up. Weird.

Elderflower14 · 24/03/2020 15:46

So how come some people can and some can't... 🤔 🤔

goldfinchfan · 24/03/2020 15:48

Click and collect won't do as the nearest Sains is 40 miles away!

AlunWynsKnee · 24/03/2020 16:23

@goldfinchfan I literally have no idea Confused I tried this morning and like you it wouldn't let me go through the delivery route and there were no click and collect slots. No email. And I randomly tried again just before I finished working and Thursday had a whole column of little symbols. Everything else was 'Not Available'. I was so shocked.
I hope this means they are starting to release slots now perhaps for pass holders. It at least buys me time to sort out getting on their list.

CaffiSaliMali · 24/03/2020 17:01

Finally got to an automated message from Sainsbury's, rather than an engaged tone. Basically was told to fuck off and call back later.

I can't log in to my account, it's been blocked as I've not been flagged as vulnerable due to age (30s) but can't call them to flag that I'm vulnerable either!

Marieo · 24/03/2020 17:08

@CaffiSaliMali it's ridiculous isn't it. I created a new account, having never done an order before and no delivery pass and could get one; yet my DB who has had an account for years, a delivery pass and is very vulnerable hasn't been able to book one (hence me doing one for him).

alloutoffucks · 24/03/2020 17:13

I have had NHS text to say I am in very vulnerable group and can't access Sainsbury's deliveries.

randomlettersabc · 24/03/2020 17:17

My elderly folks haven't had an email either, phone line constantly engaged :( I live too far away to deliver food.. no slots anywhere.. very worrying. I don't want them going out. I'd rather drive three hours to deliver bread and milk to them...

Graphista · 24/03/2020 18:12

If they were working with the govt myself and others in receipt of esa and pip would surely have been identified as vulnerable? Or at least possibly vulnerable and contacted us.

I’ve been trying to get through on the phone for several days, I’ve emailed and tweeted all with no success!

So sick of this. They are a huge company they really should be able to sort this.

I’m trying the app and the site and getting nowhere, sometimes they’re not even recognising my login info.

CaffiSaliMali · 24/03/2020 20:22

@Marieo I managed to get a new telephone number for them off Twitter after work today - apparently it's the vulnerable customer helpline. Haven't tried it yet, will call in morning.

0800 052 5500

goldfinchfan · 24/03/2020 22:55

In a way it is good to know it is many of us locked out.

Does anyone have a contact in the Head Office?

cobwebsoncornices · 24/03/2020 23:06

Both my parents and MIL have been automatically identified by Sainsburys as being in the elderly category. No idea how! MIL got the email yesterday and got a slot for today and about 80% of it was delivered; my parents got an email today and got a slot for Friday.

cobwebsoncornices · 24/03/2020 23:07

Should have said, both have had accounts with Sainsburys for years but only usually use it 4 or 5 times a year and they're definitely not Delivery Pass holders

SerendipityJane · 25/03/2020 10:12

Day #3: UPDATE

Already tried about 40 times (ain't one press redial great ?). Engaged 38, and the "do please fuck off" message twice.

Good luck all.

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Graphista · 25/03/2020 11:09

This won't be good for the company's image at all. They're barely responding on Twitter, not on Facebook at all for several days and phone lines still jammed and no alternative contact provided.

Yes all the supermarkets are struggling but Sainsburys seem to have handled it the worst.

Customers won't forget that.

browzingss · 25/03/2020 11:19

Not being nasty but chances are that Sainsbury’s has already sold out of delivery slots. Yes, they are only delivering to elderly/vulnerable people but you don’t know what % of their customers that entails. So even if you do get added to the vulnerable shopper list, you may not be able to place an order for immediate delivery.

Therefore I hope you have made alternative arrangements for food and aren’t solely relying on Sainsbury’s for this current period. A Morrison’s box might be of use?

I can only imagine that Sainsbury’s customer service is extremely busy if they have stopped processing emails

AlunWynsKnee · 25/03/2020 12:25

browzingss my experience yesterday would make it appear that they do have availability but they are holding them back and releasing them to people according to some mysterious process. This lack of clarity is what's upsetting people along with the grand statements that are utterly useless in practical terms.

Graphista · 25/03/2020 13:09

I no longer believe the slots are actually booked. I think sainsburys have closed them off. Why? Because even at midnight (when the new calendar date of slots are normally released by them, I've been with them for years and realised this ages ago) there are still no slots on the newly added date.

The app isn't allowing anyone who isn't already recognised as a vulnerable customer to even see the booking dates. Same on the website with the only instructions being

"Have we got it wrong?" And directing customers to call the completely jammed regular number.

This is unacceptable.

Their claims that they're prioritising vulnerable customers appear to be little more than virtue signalling/a bad attempt at generating good publicity seeing as we're all having so much difficulty contacting them to let them know we are vulnerable.

Aside from possible age info when signing up (which I don't remember being asked, certainly wasn't asked for proof) they have no way of knowing which customers are vulnerable.

It's been very badly handled in my opinion but then I think the govt and all the supermarkets have really been very slow to react to how people have been behaving.

Online deliveries should have been restricted to those who can't shop
in person and the rationing of certain products (if not all) should have happened weeks ago.

Much of what's happened was if not predictable, obvious as soon as it started happening.

The excessive buying of loo roll eg was happening for well over a week before any restrictions were even talked about getting put in place.

Totally shocked that the govt didn't have a comprehensive and clear plan of action in the event of a pandemic which is not an unheard of event, rare but not unheard of.

Good governments have good contingency plans. As an ex civil servant myself I am very sceptical that there wasn't one, I think this govt ignored what previous governments (of all colours) had said/planned for such events and thought they knew better and have massively fucked up!

Rationing could have been implemented via NI numbers as identifiers/pass codes, this number could also have been used to quickly identify a large number of the most vulnerable in society as it's the number attached to state pensions and benefits.

Total shit show all round!!

Stellaris22 · 25/03/2020 13:17

I'm starting to think that there are no delivery slots and they are using 'saving for vulnerable' as an excuse.

The lack of clarification or communication is shocking. The click and collect for us is 30 miles away and full.

Graphista · 25/03/2020 13:41

Yes I'd noticed click and collect supposedly "full" too? How? If the stores are open then click & collect should surely not be too much of a problem?

Again these slots supposedly full even as soon as a new date released Hmm

Not any use to me anyway and nearest store that does it 30 miles away, but it would be to others and could relieve pressure on deliveries.

I'm also thinking when this is over (even if temporarily) they'll then be begging for customers to shop online with them again and I think a lot of loyal and long term customers like myself have been put off by how they're acting now.

SerendipityJane · 25/03/2020 13:45

Just had a bot message back on FB telling me to ring 0800 ....

Tried another 60 times since last update. Got through 10 times ..so that's nearly 15 minutes of my life wasted to be told to fuck off.

I know where I'm going soon. Out shopping.

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CaffiSaliMali · 25/03/2020 16:40

I've not had any luck today either Sad

Graphista · 25/03/2020 17:00

Other supermarkets now same issues really not good enough.

SerendipityJane · 25/03/2020 17:03

Message has changed - you now have to go to gov.uk and register as vulnerable.

That was 3 days wasted.

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Graphista · 25/03/2020 17:27

What? If it's this

www.gov.uk/coronavirus-extremely-vulnerable

They're referring to it only applies to England!

They fucking off all their welsh, Scots and Northern Ireland customers then?!