Place in online trolley, but aren't delivered..anyone else?

[Watersign76]

Not sure if this is the right thread, and sorry if it has been asked before...

But DH and I are sure that when we have each carried out a weekly online shop (seperate weeks, rather than each of us doing our own shopping!) with Sainsburys, that we've placed items into the trolley, but then when the delivery arrives no sign. We haven't been charged either, but it is rather frustrating.

We do have a habit of re-submitting the order, adding other things but it isn't meant to mean the trolley "looses" items.

Anyone else?

yes!!!!

i KNOW this week that I added swedish glace ice cream to my order, because I couldn't find it so i had to put it in the search box at the top of the page to find it

delivery came, no swedish glace. not on the receipt either... so it's somehow hgot lost between me doing order and order being picked.

fear not! I am in regular contact with Tim/Phil/whoever he is, who works with Justin King (that's the sainsburys ceo) since I complained loudly about my shitty online orders.
so next time he rings me I will flag this issue up as well!

When you re submit, make sure the order is updated beforehand. Check your trolley before checkout so that you have the option to go back. Have you had a good look at the invoice that comes with the delivery? It should itemize the products that could not be supplied/and that you have not been charged for. Online you can opt for them to choose an alternative in future. Hope that helps.

Sounds like it isn't just us thisisyesterday!

Thanks Driftwood999, they aren't listed as unavailable, they seem to just "vanish".

As you say, I guess we need to double check the list, trouble is we don't have an itemised list written down, so it is a bit difficult to check. Once I have put them in the online trolley it leaves my mind!!!

Just glad DH did an order, as I was beginning to feel I was loosing my mind...

Do you ever get timed out in a session and then have to log back in? I find I often "lose" the last 4-5 items I've placed in the trolley when this happens.

driftwood, i always say yes to substitutes, so it isn't that that can't fulfill the order... the things are just... missing!

Hope you get to the bottom of it.

You can save your trolley every so often and I've found that has stopped it happening because I was getting this too.

Yes me! I thought I was imagining it and being forgetful.

I am a serial order changer though and frequently go away to deal with something and come back to find that it has timed out

Oh it's not just sainsburys - tescos were abysmal at doing this. I wondered if they stopped doing substitutions after a certain point and "lost" the other items.

Gone to Asda as a result but they don't have the range of certain items. But it's this issue that's stopping me return.

It happened so much it felt dishonest and I got tired of it. At least with Asda you get an email with the full list of items ordered each time you update so you've got useful evidence if you do want to complain.

Whatever the reason - technical or less honest, it shouldn't happen and really frustrates me.