Supermarket delivery didn’t arrive!

[Splodgetastic]

But no message to say why or anything. It was due at 5pm yesterday and still hasn’t arrived. This has never happened before and slightly annoyed as alternative is now to visit a supermarket as local shop is shut on Sundays. Grrr. One of my local shops that I use for a specific thing is shut due to covid but there was an alternative but it is not open Sundays - DH said not to bother and to add it to supermarket shop and now it’s too late. Just aaargh! I’m not CEV but am CV so DH was trying to minimise touchpoints which has now backfired. It’s a good job I can afford another supermarket shop as we don’t know whether they will still attempt to deliver today. Supermarkets have helped in this crisis but I think charting for delivery passes and then not delivering is taking the somewhat.

Gosh what an ordeal

@Crunchymum They probably are a client but I don’t know every single client. We aren’t allowed to mention clients on social media. Why is it so hard to understand?

@BigusBumus I wasn’t saying it was a story. I was venting my annoyance. Surely this is allowed? If you want to make a story of it we can say that if this is how great British businesses behave ripping people off with delivery pass rip-offs, non-delivery and complete lack of communication then we aren’t going to succeed in a global economy. But i was actually just venting.

Jesus, you people are hard work!

And I wasn’t saying it was an ordeal. It’s just pretty fucking annoying. It would be an ordeal if I had no money in the bank to make alternative arrangements.

Well then go back to your original plan of setting your DH up on Twitter.

I would also be lodging a complaint about how the phones haven't been answered since yesterday

@Splodgetastic

I don’t see why I should do any of these things to be honest. They should have delivered it yesterday or let me know what was going on. I have things to be getting on with like work and batch cooking

if it was due at 5pm yesterday, logical to give it an hour maybe - but why leave it until the next morning to follow it up?

Yes, they should have delivered yesterday - but didn't.
Presumably, 99% of their deliveries are made - if you don't contact them, how are they supposed to know that you don't have your delivery?

@EveryDayIsADuvetDay RTFT. We called yesterday several times but no answer

@Soontobe60

Sowhatywhaty
This happened to me with Morrison's - they messaged 2 hours after it was supposed to arrive to say a van had broken down & gave me a time for the next day. I rang the next day & was on hold for 75 minutes then got cut off. If turned up an hour after the time they'd given me for the next day - I refused the shop & it took 10 days for them to give my money back. Absolute rubbish service & i I'll never use them again despite the discount!

I hope you sort it soon OP the lack of communication is not on! 
If it turned up 1 hour after the expected time, why were you on hold for 75 minutes? Surely you’d have hung up when it arrived and hour late

Because it was supposed to come 2pm Saturday, after not turning up they gave me a time of 8pm Sunday - I spent 75 minutes on hold on Sunday morning trying to cancel as I needed to go & shop for food. The shopping turned up at 9pm Sunday I refused it - hope that clears it up

It finally turned up! Also got through to the customer service line and they said it was picked this morning so no cold chain issues. No doubt will get a crappy £5 voucher by way of apology.

No sausages though.

Oh good.

Sad about the sausages though.

Yes, DH is also sad about the sausages, but I did tell him to go to the butcher yesterday...

We have also just got a text to say that the delivery is running around five hours late. 🤣

Have I missed a post about which supermarket this is?

I think this supermarket might need to invest more in its IT systems.

No, I am not naming the supermarket.

It is annoying but we can't expect call centres to be open 24/7 for deliveries.
Also as with all online deliveries there is a risk of it not turning up, whether it is Amazon ,eBay, Royal Mail etc.

I found it was better financially for the whole order not to turn up and arrive the next day. Rather than another situation I had, where half of the fresh/ frozen hadnt been packed, as that part of the van broke and having to wait 5 days for the £40 to go back into our account. Luckily I had some savings to use to get more shopping.

@Teakind

Surely you’ve called them? Did you get an email confirmation when you checked out?

@Tanfastic Sainsbury’s contact number is on the website

Fuck me , I scoured that website, could I find it?!

Aaah thinking about it there may have been a number but it was too late to ring it in my case. I had booked a 10.00-11 delivery and it never turned up until nearly 1.00am! Got me out of bed.

My Mum had her sainsburys order cancelled with no notification on Thursday, if we hadn't rung up we would never have known. No new slots available but I managed to get the last slot available with Waitrose that has come today. Absolutely awful customer service by Sainsburys, they don't deserve any customers.

You can direct message them on Twitter, it doesn't have to be public. Your work can't tell you you're not allowed to contact a company that you are a customer of 😂

The vans are refrigerated. Like a big ole fridge on wheels.

This happened to us and although people on here seem to think this is a "non event" well in our situation it actually is , because people don't think of the people like us that actually really depend on our shopping being delivered as we are disabled. Our shopping didn't turn up and no body contacted us either, we rang and rang too and could never get hold of anyone. We had no extra money in the bank to go get some shopping to tide us over, we had been waiting for a shop so was getting desperate for a shop to turn up but because online shopping is so busy atm we had a much longer time between shops than usual to make it all much worse my husband who is my carer was actually in hospital at the time due to having seizures (he had like 8 in a row) and I'm actually bed bound so I was really stressing about what to do...so it really affected us. You might think it's such a non event but it's not easy for us to get to the local supermarket at the best of times but obvs at the moment we need to avoid it due to the fact that we would be classed as vulnerable to this whole COVID so obvs want to try and stay in as much as possible. We have 3 children who have varying degrees of disabilities also and we struggle day to day at the best of times and not having a big shop we had long waited for turn up was actually awful. Put that with the fact that I was already stressed and worried about my husband in hospital who I wanted to be with but couldn't- I really didn't need the extra hassle! The worst thing was they never rescheduled the shop they just paid back the money! How was that any good to us?! We needed the shop! We then had to wait 7 days for the money to come back in the account! We are just lucky that we now live closer to my mum who was able to stop off some essentials to tide us over till we could get a new shop. We used to live much further away from her so in that situation I don't know what we would've done! We didn't get any more money for a few days and with kids it's hard to just "make do"! They obvs apologised once we finally got hold of them we didn't get any kind of comp..so not even a £5 voucher etc! Oh and I have no problem telling you that it was Tesco. They made the mistake so why would I cover for them and not name the shop?

That should have said..my mum was able to drop off not stop off!

@Splodgetastic

No one is answering the phone since yesterday and we have just had an email to say that it is being delivered between 5pm and 6pm yesterday!

The exact same thing happened to me last week. I am CEV and shielding and so we can’t go to the shops and it meant we ran out of fresh food. I found it almost impossible to get through to them on either email or phone and when we eventually did they weren’t all that helpful and basically said they didn’t understand it and would escalate the query. We then got an email just asking us to confirm we had now had our delivery, when we hadn’t and still hadn’t heard anything!

We eventually got a refund, but never any explanation as to what happened.

I was really upset by this as it was Iceland and I had previously been telling everyone how fantastic Iceland has been with helping CEV shielding people. I wasn’t previously an Iceland shopper but they proactively contacted me to give me priority deliveries and make it easy to book.

All this is no good if they are going to just not deliver with absolutely no contact or explanation!

@AngelicPP

I think healthy people just don’t understand how much of a problem and how stressful this is for people who can’t go to the shops and are completely relying on deliveries.

I had the exact same experience as you but with Iceland. No compensation and never got my delivery, just an apology and eventual refund after lots of nagging.

[quote NotAnotherUserNumber]@AngelicPP

I think healthy people just don’t understand how much of a problem and how stressful this is for people who can’t go to the shops and are completely relying on deliveries.

I had the exact same experience as you but with Iceland. No compensation and never got my delivery, just an apology and eventual refund after lots of nagging.[/quote]
Yes I think that's why I wanted to put this out there...just so people can recognise that it's not so easy for some people. We relied on deliveries long before this pandemic started. But I would expect the supermarkets to realise how much of an impact on disabled families it can make (and anyone having to shield because they can't go out atm obvs) the supermarket know we are disabled as we are on their vulnerable list which means we (along with everyone else on vulnerable list obvs) supposedly get delivery slots offered before they go out to everyone else. We started shopping with Morrison's after this but the problem we've had with them is that they keep getting things wrong! Not as bad as the Tesco problem but can get annoying when they've sent the strawberry yoghurt rather than raspberry one for the fourth shop in a row and no one likes the strawberry one 😂 so we get shops from both now and alternate with less time between so hopefully if one doesn't turn up at least we get another not too many days later (which we can amend and add items to)