Hi Aimsmum
I too had an awful experience with Sainsbury's online. I ordered a fridge freezer (after ours broke), which they told me would be delivered within two weeks. I chased them for a delivery date about ten days later, and after about 3 phonecalls, they admitted it wasn't in stock, but I would definitely get it the following week. After 3 or 4 more phonecalls (no one rang me back), they told me it hadn't come in yet, and probably would be another 3-4 weeks! So I cancelled (we were without a fridge, but thankfully, it was winter).
They had deducted the money from my credit card within minutes of my original order, but despite not ever having seen their fridge, and after 2 more phone calls and a letter, it took them about three and a half weeks to refund the money. No apology, no explanation and no offer to pay the interest I'd incurred on my credit card. I wrote an indignant letter to their head office, and got a reply stating that they were within their legal obligation to refund the money within 28 days. What I want to know is, if they have the technology to take my money instantaneously, why does it take about a million times longer to refund it? Particularly when I didn't even have the pleasure of their fridge and ran up heaven knows how much on my phone bill on their "national rate" number.
That's disgraceful that you haven't had a reply to your emails ? and I'm sure there must be a head office (I'd give you the address of the one I wrote to, but think it's probably different from the groceries department ? anyway, looks like you've been given contacts a-plenty here).
Good luck, and let us know how you get on.