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.

@Moondust001 so does Sainsbury's charges you the higher price for subs? In that case I would expect them to change their policy to be like the others and only charge the same price or lower (if cheaper) for the sub - so people aren't out of pocket if the sub is no good. It's no use subbing for a more expensive product and then not allowing people to get refunds.

Thanks those who have pointed out the no substitutions option. I didn't even know it existed. I've been using online deliveries for a couple of years due to disability, and always - even last week - was able to simply say what I didn't want (bearing in mind that one doesn't know what substitutions will be made until too late to change the order - some are fine but others are sometimes mind-boggling). Like most people I didn't know there was a solution to a problem that I didn't have.

I still can't understand why Sainsbury's are handling this so very badly though. It isn't as though most of us don't realise times are hard, but there's a limit past which it speaks to incompetence.

Tesco have frozen the delivery saver. I got it for 6 months before this and used it once so far.

Can you cancel your delivery pass and shop with Tesco?

Have a look at Covid Mutual Aid groups. There must be someone who could pick up your shopping on click and collect.

"@PinkSpring" - To answer, no, they are operating their usual substitutions policy. So, for example, they substituted one type of pasta for another that was cheaper, and included that as part of the £7.45 refunded voucher (they don't do refunds, just vouchers on the next shops). So they automatically refunded me the £7.45 for the substitutions they made. But some of the substitute items were entirely unsuitable. So those should have been full refunds, not (possibly) partial ones. I got some fish whose use by date was the day of delivery and couldn't be refrozen - and I couldn't use it that day because I had already cooked my meal. My eggs arrived smashed. A couple of the substitutions where entirely unsuitable - not remotely like the original order.

Try the Morrisons box scheme. Its brilliant and quick. Order online though. You do not choose the contents, but the box comes in a meat eaters version and a vegetarian one. It has been a life safer for us - a really good choice of basics. £35 delivered.

I've been really pleased with Sainsbury's. There was a week or so at the height of the shopping problems when I couldn't get a delivery. I am now able to get a weekly delivery as a delivery pass holder without any problem. I have had a few missing items and substitutions but not too bad at all.

I've had absolutely no problem getting sainsbury's delivery slots, and no ridiculous substitutions. They do put the difference into a voucher to be used off your next delivery. I use sainsbury's almost daily in normal times, I dont find them any more expensive than asda on every day items

@WoollySheep462 Thanks for the suggestion. I did look at that but unfortunately I live in a kind of out of the way place. But it is good to see that people are helping others in so many places. Back before I became disabled, I actually worked for UNHCR for about 15 years. I've seen the worst and the best of people. What I am finding astounding about the UK reaction to a crisis is that there is still examples of both, but the whole virtue signalling about it all is so novel to me.Standing on your doorstep clapping, or "protecting people" from behind your keyboard seems to have replaced actually doing something.

I actually think kids vitamins is a reasonable substitution and better thsn no vitamins. I don't think that's sainsburys rubbing their hands together with glee at shifting extra stock.

In my opinion, the supermarkets are doing a reasonable job in very difficult circumstances. Any firm making a profit from the crisis should have to pay additional taxes when this is over. I also believe that any family with a guaranteed income during this crisis should pay an extra tax to support the cost of furloughing etc. That includes my family who are working harder than ever but have the comfort of a steady income

And I am hoping for the tech firms which are making huge profits - especially Amazon but also Zoom, Google, Netflix etc.- to commit to pay proper taxes in the countries where they make their money

I definitely wouldn't be singling Sainsburys out for an ONLINE SLAGGING.

Asda let me request a refund for unwanted items online, it was super easy. Can't you do that?

I suspect a few people cottoned on to the new policy of refunding but not taking the products away. “No I don’t want the rump steak, substitute gin and cream cakes thank you, but yes I’ll dispose of them for you 😉” I suspect a few people spoiled what was a generous solution.

OP isn't nice all the Sainsburys marketing people appear on your thread.

Oddly Tesco, Asda, Morrisons, Ocado and Iceland have not found the need to do that as while they have all pissed a lot customers off, they have haven't gone around constantly marketing how helpful they are being when they have been completely useless.

Sainsburys have been terrible during this crisis. I won't be using their shops again, luckily where I live there is a lot of choice of supermarket.

I don't think Sainsburys are the worst. For me they are the only supermarket that I've been able to book a delivery with. I was able to register as vulnerable via their FB page. I always do online shopping with either Sainsbury or Tesco. I have delivery saver with Tesco but they have no slots and neither does any other supermarket.

I used to do online shopping with them occasionally and have managed to get on their list as DH is mid 70s with disabilities and diabetes. I think I am second tier for slots? Not sure how it works but I am getting delivery slots. My last order I had a few substitutions, basically things like a Sainsbury's loaf instead of Warburtons or something similar. My shopping ended up 40p dearer because of substitutions and they are taking that off the next order. All the substitutions were fine. So from my point of view they are doing fine, like most things there will be good and bad experiences. Initially I got a click and collect from Asda with lots missing and found the meat very fatty and the sausages went in the bin after a few bites so I will be sticking to Sainsburys.

I've had serious issues with Sainsbury’s. Like you I'm severely vulnerable. Asked Sainsbury’s to be added to their list. Got told because I live in England. They can't help me out. I showed them all my stuff. My drs letters. My nhs texts. The letter. Everything

Nothing. Not one iota!!!

So I've no shopping. No food.

Lots of new staff might be a problem, so new staff not making good substitutions or maybe they are just rushing. It is an emergency situation and I am grateful I am getting food.

Contact them on Facebook Messenger. You'll get a standard message, but they do eventually read them.

Turn off substitutions

I shop with sainsburys and have been able to get deliveries fairly easily as I have a pass. I never accept substitutions as they are mostly crazy so I just always uncheck the substitution options at checkout.

I the getting the impression that sainsburys service is varying wildly depending on what region your in. As some people are getting an almost normal service and others are getting nothing.

I had this issue and managed to message them of Facebook. They took a while to respond but did issue me a voucher for the money lost.

Why not wait until it calms down, then ring?
^

Twonk!

And isn't it funny how little of those best profits ever are going to get into workers already low wage packets?

I work for the Co Op. We are getting £100 bonus next month, plus £50 on our card. That's across all 56,000 employees, including those who are in self-imposed isolation.

Which I think is pretty good.

Is it worth using a milk man, veg man and meat firm that delivers? Lots of residents around here have been doing this as they cannot get a supermarket to deliver.