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.