SAINSBURY'S PROFITEERING WHEEZE

[Moondust001]

Like a lot of people, I have had a delivery pass with Sainsbury's for a long time before this outbreak. I am disabled, severe mobility problems, and can't walk around a supermarket even with "special hours". So I depend on online shopping all time time, not just for lockdowns. And I also get that this is an extraordinary situation, so I am being patient and understanding that no online facility ever envisaged this.

I'm not happy that Sainsbury's have closed down all contact except through their phone lines that are always so busy that they simply hang up on you! I have been trying to alert them to the fact that I am totally dependant on delivery for TWO WEEKS, and have literally phones them hundreds of times. I have no family and my neighbours are about as useful as chocolate teapots - they need all their shopping for themselves apparently. My friends are spread across the country (and the world), and not local enough to help.

On the plus side, I have managed to find some delivery slots. It was touch and go a few times. But I have managed.

However, their latest "wheeze" has got me spitting mad. I got a delivery on Thursday. There were a lot of substitutions, but that's to be expected given the current situation. In most cases the substitutions were, however, wildly ridiculous. For example, replacing adult mutli-vitamins with vitamins for 8-11 year olds. So I told the delivery driver what I didn't want. Unlike previous deliveries, he told me that they could neither take them away (which I totally get) but nor could they use their handheld device to register the rejected items.

I was told that I have to phone customer services to get a refund. I explained they never answer and hang up. He said he was sorry but this is what they are being instructed to do.

Since 1pm on Thursday I have phoned 48 times. I have never once even got into a queue to them - they have hung up on me every single time. I have been overcharged by £17.45 for items I did not want. Yesterday they refunded £7.45 under their "substitutions price promise". So I am still £10 out of pocket and it looks like I will never get it back.

Worse, this will probably happen now every time I shop. So I am being forced to make involuntary donations to the shareholders that I simply cannot afford. Because make no mistake, all this guff about helping the vulnerable (if you can get through) etc is a publicity stunt - they, like every other supermarket, are raking it in thanks to this crisis, it won't be the workers that make the killings on the profits they are making, and now Sainsbury's has upped their game by finding a way to take even more money off us.

And I have no choice but to keep trying to find a delivery with them, knowing I will be ripped off, because I need food.

Their response has been the worst of the supermarkets. It has exposed incompetent management. They're the hardest ones to get a delivery slot with, it took them ages to decide to prioritise the vulnerable and then when they did their system was totally unable to cope and their customer service for those vulnerable people non existent. Unlike Tesco they are also refusing to refund delivery passes for loyal customers who can't get deliveries, and never reply to messages from customers except with automated nonsense. They have lost my custom forever over this. Even Ocado are managing better, and Tesco are putting them to shame.

it’s a bit of a different issue but I was quite pissed off with them too. The stupid restrictions they introduced really indicated that they don’t seem to have a clue. Limiting 3 items of veg and 3 items of tins or pasta clearly isn’t the same.

So sorry you seem to be in such an impossible situation.

Yes, they have absolutely been the worst of all supermarkets to react. Both to customers needs and to the staff's needs.

All I can hope for is that they get their finger out pretty soon in order to help folk like yourself OP.

(And yes, I am in the unfortunate position of currently being employed by them)

Why not wait until it calms down, then ring?

I don't shop with Sainsburys, but you should be able to select on line at the time of shopping that you don't want any substitutions. I know other supermarkets do this.

Also, a lot of local councils have set up a helpline for vulnerable people to ring who need help with shopping, collecting medication etc. It will be worth seeing if your area has one. Do you have a local Facebook residents group?

Which part of the country are you in, maybe some one on here will know of a local group who may be able to help you.

They've been spectacularly shit. I am a carer for a vulnerable person and we've had to make 3 journeys since lockdown. It's impossible to contact them by any route (and I have Facebook, Twitter, email and the phone).

@katkit I admire your optimism.

I think you're being unfair. Accepting returns of substitutions currently would be unhygienic and put delivery staff at risk.

Their new policy is perfectly clear on their website and you have the option of refusing substitutions for certain items, or all items, when you order. I have also found it possible to get through to them if you are prepared to be on hold for a long time.

Fair point. Personally I would not shop there. Sometimes I do - when I feel wealthy. They charge 3x 'normal' cost.

You think even bloody supermarkets would have contingencies and be prepared for something like this?

Seriously what do these bums in seats earning £70k and above do? Senior management and jobs in general could really do with a shake up after this.

I think that the vitamin substitution is ok isn't it?
The rest sounds frustrating.

I agree that Sainsbury’s has been the worst, regularly shopped with them for all our groceries, never again. Could you sign up for Tesco? I did, they were still accepting new customers.

As pp said if this is the new rules probably worth clicking online that you don’t want substitutions. I’ve had ridiculous substitutions from them in the past, delivery driver said the majority of staff who do the online shopping are teenage boys who’ve never done a shop in their life and just grab whatever’s nearest if something is out of stock.

Also have you had anything through the door about what your local council is doing to help? If not go online on council website there should be information about what they’re doing to help people stuck indoors and how to access it.

Good luck

Is there not a “contact us about your delivery” option online?

Can you keep all the receipts, take photos, and make a detailed list of all the substituted items that you don’t want.
So this for every delivery.
Then, when things calm down and get back to normal (whenever that may be) you can take it up with their customer service department then.
I know it’s not ideal but it may save you the weekly stress.
It shouldn’t have to be this way and Sainsbury’s are massively in the wrong here but just thinking of ways to reduce your current stress levels

Thanks those posting useful suggestions. Yes, I don't intend to let this drop, but I will lay bets that "when this is all over" they will claim I am out of time to claim money back!

@cohle thanks for your totally critical post. Helpful in the extreme. I don't know whether you actually read what I said, but I totally get they can't take back substitutions and why - what I do not get is why their delivery drivers can't as they have been doing for the last weeks use their handheld devices to register the items rejected. They were doing this last week, and as far as I am aware there was a lockdown in place then too! I wasn't aware that there is a bit that allows me to reject substitutions when ordering. I also made it clear that I can't even get through to a queue, because every time I ring (including at 8:01 am this morning, they hang up on me saying they are too busy. I'm glad you are alright and managing everything fine though. You sound just like my neighbours!

Well if you weren't aware it was possible to decline substitutions when ordering then I'm glad you've found my post helpful.

I'm not trying to be critical but I think accusing Sainsbury's of all caps "PROFITEERING" because of a sensible attempt to protect their staff is a little unfair. Scanning items you've just handled is clearly unhygienic for their staff.

I'm not trying to be critical but I think accusing Sainsbury's of all caps "PROFITEERING" because of a sensible attempt to protect their staff is a little unfair. Scanning items you've just handled is clearly unhygienic for their staff
To be clear, since you seem intent on not hearing what I am saying - I DID NOT handle anything. The items were not even "delivered" to me as they were still in the crate. Last week when I told the driver what I didn't want he simply registered that on the hand held device. Simples. I got the full refund as a result. They still didn't take anything back - I was told to dispose of anything I didn't want. This week they have been told not to register the rejected items on the handheld device.

It's terribly nice that you have the ability to lend Sainbury's money until you (maybe) can get it back. I wonder if it has occurred to you that not everybody can. But I'm going to ignore you now because you are either deliberately stirring, or can't read, because you are deliberately and repeatedly accusing me of putting people at risk when I have made it clear that I am not. Everybody else seems to not have struggled with that, it's only you.

Virtue signalling as though you are the only person with a valid experience or opinion is passe now.

It's terribly nice that you have the ability to lend Sainbury's money until you (maybe) can get it back.

Then decline substitutions when you order. I just think you're being a little hysterical about this. It's not a nefarious plot to scam you.

My DH is a delivery driver for a supermarket (not Sainsbury's though) and no, I don't think you should be able to send back subs at the moment - it's too risky.

Not only does it put the driver at risk, those goods are then returned to store and put back on the shop floor - too many people could have handled them and it makes no sense to allow this to happen at the moment. Obviously, if you get subs and you don't want them, you should be able to get a refund (it's not like the supermarkets aren't making huge profits right now, they can afford the loss) but it's pretty understandable that their call centres are overwhelmed right now and it's pretty low priority. Have Sainsbury's stopped replying to emails?

My Sainsbury's is totally different. I am not vulnerable but I could choose from over thirty different delivery slots. Couple of okish substitutes only. I did do online order because there were so many slots left.

you need to put no substitutions where you think they wont be acceptable like the adult vitamins. Means you won't get any but wld be less expensive!

@PinkSpring - I totally agree with you. I have been clear that I wasn't expecting him to take the items back, just to do what they had previously been doing - using the handheld to delete the items.

And yes, - Sainsbury's have actually taken down their email address totally. The only way to contact them is through the phone line that I can't get through on. When I ring, and I have literally rang it hundreds of times in the last few weeks, I get several minutes of pre-recorded messages about how they are helping the vulnerable, etc., etc, followed by "our lines are very busy right now, please call later" and then they hang up!

I do agree with you - the supermarkets are making huge profits right now. Morrisons declared their best March profits ever! Unsurprisingly. And isn't it funny how little of those best profits ever are going to get into workers already low wage packets? I have respect for those who are actually doing the work. This is not about them. It is about a ridiculous change. There is absolutely no reason why drivers can't use their handhelds to enter rejected items.

You need to select ‘no substitutions’ when you check out.

I've given up with the supermarkets. Here there are a couple of small businesses who having seen their core business, supplying the catering trade, disappear have started doing domestic deliveries . I can get, meat, fruit & veg, milk, butter, bread, eggs through them and superdrug online for toiletries etc. See what people are recommending on your local FB page or have a Google.

@kingis It does seem to be different in different parts of the country. I have managed to find a few slots, as I said, so just about hanging in there - I perhaps stupidly haven't stockpiled or panic bought anything and still won't because it isn't the right thing to do. But my friend in another area is saying the same as you - she is finding next day delivery and loads of slots! I guess capacity depends on local situations.

My son delivers for Ocardo/Morrison’s and they are still taking substitutes back if you don’t want them. He said they haven’t really been that bad with substitutes.