Need Advice With A Complaint to Sainsburys Please

[Aimsmum]

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call again and tell them it is theft and you will give them 24 hours to refund the money to your account or you will start legal proceedings and involve the local media

insist on talking to a manager

I am very surprised at this I have always been offered an immediate refund (on credit card)

Also threaten to contact Trading Standards, Which? and Watchdog. Plus your local paper. Should make them sit up a bit.

When you order online, do you order from your local store? Sorry I don't know how it works.

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because if this is the case then try and see the manager there and I am sure that this will be resolved immediately. Calling does not help because you are just a voice on the other end as far as they are concerned.

pain in the butt I know but I would be inclined to phone the local store and ask to speak to the manager and arrange to go in and see him, take your receipts etc with you and insist that he sorts it out for you. Best to call first and arrange a time so that he is expecting you and you wont be kept hanging around while they find him or worse still, he's not available.

Aimsmum, I've found some numbers which might be for head office:

J Sainsbury plc
33 Holborn
London
EC1N 2HT
Switchboard: 020 7695 6000
Fax: 020 7695 7610
Customer Careline: 0800 636 262
(or www.sainsburys.co.uk/contactus)

The 33 Holborn address does seem to be the head office I think.

Hope you manage to get it sorted.

Rubbish .. call again take names, write them down, ask them to spell them out, ask for the supervisor

Stores are 24 hours in the main how can there be no-one there ?

I wouldn't put up with it personally, I would tell them it is theft and you will treat it as such

Found a Sainsburys to you helpline as well

Or ring the Sainsbury's to You customer helpline on 0845 301 20 20
Monday-Friday 8am-10.30pm
Saturday 8am-9pm
Sunday 10am-6pm

But I'm not sure if that is the one you might have tried already.

Sainsbury's chief executive is called Justin King it seems (still looking for marketing director)

I've never shopped online with Sainsbury but have with tesco. I can't understand why they haven't already refunded the money .

I would send them another email, stating how unhappy you are with their service. Tell them that you want a reply to your email within 24 hours, and that you want a refund.

Also, if possible, visit your local store to speak to the manager. It will be harder for them to ignore you in person.

Penny Slatter, head of online marketing for Sainsbury's (from Sept 2003 not sure if still there)

Aimsmum, this is outrageous. They are patently in the wrong. This is theft, whether they like that term or not. Get straight onto the local paper and Trading Standards.

Go to your local newspaper! a bit of bad publicity - that'll get your money back!!

or threaten to write a letter to their chief exec, Justin King, naming the store manager

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Ocado .. definitely .. if you want a £15 voucher off your first shop I can do it on their refer a friend scheme (you have to spend £75 but delivery is free) and you'll never have to shop again .. just let me have your email

Aimsmum - with all this hassle I would ask not only for a complete refund but some other form of goodwill (extra money, vouchers, bunch of flowers or whatever) - I'm shocked. Sainsburys Online isn't perfect by any stretch of the imagination but they've always made good pronto whenever I've had any issues with them. I hope you get this sorted out fast.

Ocado is no good for those of us in the frozen North, Twiglett

Aimsmum, it should say on your receipt thingy which store it comes from so that you can contact them directly. I would try that, and they're probably open now.

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Aimsmum

I too had a horrendous experience with Sainsbury's on-line customer services some years ago. I have never shopped with them since. I use tescos and ocado. I won't bore you with the details but I just want to let you know your experience is not isolated. I recommend writing to Sainsbury's head office. The call centre was a contractor when I was dealing with them and there strategy seems to be as obstructive as possible.

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I didnae ken you was another scot sorry

I don't suppose pretending you're a new customer and entering your postcode to "see if they deliver" would give it away would it?