Sainsbury's Customer Service Issues

I recently received letters from the government and the hospital confirming my status as a vulnerable person due to my underlying health condition and immune suppressant treatment. I am unable to secure a delivery slot and have always been a Sainsbury's customer, but now I need to shop online as I cannot leave my house. I have taken pictures of the letters. Can I email them to you for assistance?

Hello Sainsbury's customer service team, I require assistance, please. I am a 73-year-old living alone with no nearby assistance due to self-isolation for health reasons. I have a weakened immune system from cancer treatment and am unable to risk going to the supermarket. Despite not qualifying as vulnerable by the government's guidelines, I am struggling to secure a delivery slot. I spend hours searching online for available slots to no avail. I am willing to provide a scanned passport copy as proof of age if needed. Thank you for your help. Best, John

I placed my grocery order online last weekend for delivery on the 17th or 18th of April. However, I'm facing issues logging in to pay for my order. Despite changing my password three times with the help of your staff, I'm still unable to access my account. The system is now prompting me to change my email address, which I prefer not to do as it's widely shared among my friends. Additionally, I recently experienced challenges with the Verified by Visa feature, which required involvement from my bank, HSBC. It's frustrating that I can't secure a slot for delivery or make payment, especially as a priority customer. Upon reviewing my login details, I noticed that my password is displayed as "Goingmad1000," although I had switched it to "Madness100." I've spent significant time trying to resolve this issue on my laptop since last weekend when I placed the order, and I am feeling quite exasperated. It seems like there are multiple login issues with Sainsbury's, and I'm finding the situation particularly trying given my age of 80.

Hello, Our team in West Berkshire, Berkshire, and Hampshire is actively assisting vulnerable individuals with their shopping needs. Despite having proper authorization from Local Authorities, our Carers are facing challenges due to long wait times in queues. While we appreciate the priority shopping times allotted, they sometimes don't align with the number of clients we serve daily. We are seeking guidance on streamlining this process to better aid our staff. By reducing wait times, our Carers could efficiently serve more clients within their scheduled hours, especially considering that many of our elderly customers do not have internet access for online shopping. Your support and advice on this matter would be greatly appreciated. Thank you.

I have been a regular weekly customer at Sainsbury's in Beeston, Nottingham for 25 years. We have a Nectar card in the name of Mrs P Lloyd, number [redacted]0 [redacted]5 [redacted]. My husband, Professor Robert Glanville Lloyd, NHS number [redacted], is on the list of those extremely vulnerable to Covid-19. Despite having a Nectar card, number [redacted]0 [redacted]8, he has not been able to register for home food delivery with Sainsbury's. The web registration site does not recognize him as a priority case, even though he has a Government letter from the NHS instructing him to shield for 12 weeks. Our GP has advised that I should not shop in person to protect my husband. We are seeking assistance to register for Sainsbury's home food delivery. Thank you.

I have autism and struggle with waiting in line. Despite showing my disability proof (Freedom Pass), I felt discriminated against at a shop. When I mentioned my autism to the security and explained I can't wait in lines due to outbursts, they were dismissive. Even after requesting to speak with the manager, who was also unhelpful, I was met with the same response. To make matters worse, my dad, a key worker for HCT Group, faces lunchtime delays due to queues. The manager, whose name is a short 4-letter word, displayed rude and patronizing behavior, leaving me feeling frustrated by the lack of understanding and support.

I am on the clinically extremely vulnerable list as per the letter from the Department of Health and Social Care and Ministry of Communities and Local Government. Dawn Petts, who does the household shopping, received an email from Sainsbury's informing us of priority access to delivery slots. Despite trying multiple times, we were unable to secure a slot for Thursday, April 23. This is frustrating because the communication from Sainsbury's doesn't align with the reality of booking slots online. Our preferred store is the Kingsway Derby location. Any guidance on how to effectively use our priority status, as stated in the email received on April 16 at 8:31 pm, would be greatly appreciated. Thank you.

I have been attempting to receive a delivery for almost two weeks. I am turning 83 in a month and have a heart condition, while my husband has vascular dementia. Despite having received deliveries before the pandemic, I encounter an error message when trying to log in, stating there is an issue with my address. The system actually inputs my address since I am a returning customer, but prompts me to fill in red areas. The only red area is for a house nickname, which we do not have. I have tried to create one without success. We are unable to physically go to the store due to our health conditions, and with only one daughter in South Wales, we are low on supplies. Despite attempting for a week ahead, I have been unable to secure a slot for delivery. I am extremely worried and urgently seeking a solution.

I am a customer signed up for preferred home delivery. I am unable to access my account and can't reach anyone at **** *** ****. I need to place an order for Wednesday delivery but am locked out of my account. Please assist. Email at [redacted]. My Nectar card number is ************** under Ronald M. I would appreciate it if you could contact Sainsbury on my behalf to request they reach out to me or unlock my account. Thank you.

On April 20, [redacted], I would like to acknowledge the commendable efforts of Sainsburys in ensuring the UK population is well-supplied and promoting social distancing during these challenging times. Nevertheless, I have observed instances where it appears some Sainsburys employees might not completely grasp the importance of maintaining distance. While the recommended distance is 2 meters, there have been situations where this rule seems flexible, especially in comparison to other queues where customers and employees share similar backgrounds. Additionally, I have noticed individuals shopping in the store in potentially soiled work attire, which raises concerns about hygiene practices. Sincerely, Paul J Bale

I am deaf and unable to make phone calls. I usually use Messenger or complaint forms to communicate. It's stressful when companies only respond via email. I've spent hours trying to contact organizations, especially after my husband's passing. Please share this with other companies. Many people in the UK have hearing issues. Another tough day not being able to talk on the phone.

I purchased the Taste the Difference Quiche Lorraine for tea last night but had a disappointing experience. There were numerous pieces of white fat in the quiche, which made my husband feel ill and unable to eat it. I found at least ten pieces of fat in the quiche, which is unacceptable considering the price paid. I have a photo of the issue but I am unsure how to send it due to my limited tech skills. Normally, my daughter would assist, but due to current circumstances, that is not possible. I am surprised at how much fat was in the quiche and wonder about the quality control process. I simply wish to get a refund as the product had to be discarded.

My daughter, a vulnerable customer due to her pregnancy and a GP for the NHS, kindly allowed us to use her delivery slot before my husband, also vulnerable. We mistakenly paid with our own bank card instead of hers. Our bank flagged it as fraud but it was a genuine error. They confirmed it wasn't fraud to Sainsbury's. Despite being a loyal customer for over 2 years, she's now banned from ordering online. She tried calling but no one considers her situation. Please reconsider as she was just helping her father and made an innocent mistake. Thank you. - Judith Mason

I recently collected an order from Sainsbury's Gloucester Quays and was extremely disappointed with the lack of social distancing measures in place. The staff member serving us did not wear a mask or gloves and came very close to another customer while handing over their items. I politely asked the staff to place our order behind our car and inform us when it was ready so we could safely retrieve it, highlighting a more effective method used by a competitor. The collection area was situated near the store entrance, exposing customers to unnecessary proximity with others entering the shop. This concerning disregard for safety measures has made us hesitant to return to Sainsbury's during this crisis. Additionally, the limited contact options for customer service, such as phone, Twitter, or Facebook, are not adequate. I find it ironic that an email address is requested when it is not readily available for direct communication. Sainsbury's should prioritize the safety of both customers and staff members at all times, especially in the current circumstances. While we appreciate the opportunity to shop, the lack of safety precautions is alarming.

I want to express my gratitude to all the staff at Sainsbury's for their exceptional service in delivering groceries to our doors. The effort required to meet the needs of those of us in isolation is truly remarkable. While we commend the NHS workers and carers, I believe your team are also unsung heroes. Your service enables us to maintain social distancing and do our part in curbing the spread of the virus. The delivery drivers are not only cheerful and helpful, but I do miss my visits to the Liphook store. I look forward to the day when I can shop in person again. Many thanks to your hardworking staff for their dedication. Warm regards, Jacqui Wood

Subject: Correction on Pet Insurance Promotion To: Elaine Embury, Policy Services Department I am writing in reference to your previous correspondence dated 27th and 30th of April regarding the pet insurance policy involving Nectar points. I would like to clarify the details of the promotion offered in December. Upon review, I realize I made an error in my initial communication. The offer in December was indeed for £25, translating to [redacted] Nectar points. I have attached a copy of a subsequent and improved pet insurance offer for your reference. I would like to emphasize the following points to ensure there is no confusion: 1. The policy in question was arranged via telephone in early December [redacted], with a promotional voucher for [redacted] Nectar points (£25 equivalent) mentioned and the reference number recorded during the call. 2. While the incentive of Nectar points was a significant factor in my decision to take out the policy, I was informed by the representative that there might be a delay in the points reflecting on my card. I believe the transaction details and account information should have been accessible to verify this. 3. Upon inquiry in late January, I was advised that it could take up to 90 days from the policy commencement for the points to be credited. This extended timeline surprised me as I am accustomed to immediate point crediting for similar promotions in-store. The delay raises suspicions around the efficiency of the process. 4. As it has been more than [redacted] days since the policy initiation, and the promotional points worth £25 have not been added to my Nectar account, I kindly request this matter to be promptly addressed. The responsibility to fulfill the offer lies with Sainsbury's, the issuer of the promotion, and I urge for a swift resolution without redirection to other parties. Thank you for your attention to this matter. Sincerely, Granville B. [redacted]

I visited Sainsbury’s Reedswood on May 15, [redacted], at 08:10 after a 13-hour night shift at the local hospital. I needed to collect a phone I purchased urgently for work as mine had suddenly stopped working. I inquired about the queue for NHS workers, and the lady at the door informed me that it ended at 08:00. Despite explaining my situation and showing two forms of ID verifying my sister's status, I was told to join at the back of the line. I clarified that I was not there for shopping but to collect a phone parcel from Argos. I was hoping for a bit of understanding given my exhausted state after a busy night shift and the fact that it was my fourth night in a row. Perhaps in such cases, employees could show empathy and guide customers directly to the Argos desk for quick service, considering the circumstances of COVID-19. I was disappointed with the service and believe there could have been a more efficient and compassionate approach. Your feedback on this experience would be appreciated.

Dear Online Team, I would like to address the issue with the £1.00 voucher for the tofu substitution. The weight of tofu I received was only 320g instead of the expected 792g, causing the voucher to fall short. Looking at the website, I noticed there are cheaper brands of plain tofu available for substitution. Considering the weight difference of 432g, I believe the voucher should be increased by at least £2. Moreover, the six avocados I received were smaller than expected and four of them were bruised, leading to a reduction in the amount of usable produce. Additionally, I requested a substitute for cavolo nero but was informed none was available. Was kale not an option for substitution? Thank you for addressing these concerns promptly. Best, Helena

I utilized the click and collect service at Attleborough, Norfolk on 04/06/[redacted] between 9am-10am, with order number [redacted]7 under the name of Chadwick. The individual assisting at the station was impolite, uncooperative, and confrontational. I expressed my frustration about the station setup to a lady nearby when the server abruptly accused me of abusing him, even though I was not addressing him. He also threatened not to serve me if I didn't park in specific spaces, despite me having a blue badge due to my long-standing polio condition. This appalling treatment has led me to vow never to return to this store. I want to clarify that Chadwick is my daughter's name, and I should be registered under my own. The payment card used belongs to me. I've been attempting to reach the store manager, Julie Thomas, without success as the phone is continuously on voicemail. I am utterly appalled that such behavior is tolerated among your staff. Best regards, Mr. C J Fulford

Subject: Feedback on Recent Incidents and Return Hello Sainsbury’s, I want to share two recent issues I encountered. Firstly, during my cycling routine around Kent, I had a scary encounter on Sparepenny Lane near Farningham. A Sainsbury’s delivery van driver drove recklessly close to me. Despite my warnings, he passed too closely, almost causing an accident. Luckily, I escaped unharmed. I have photographic evidence of the incident if needed. Secondly, I faced difficulties returning items (order number [redacted]0) to the Eden Park store in Kent due to incorrect sizing. After a failed attempt at Sainsbury’s Bell Green in Sydenham, where the customer service desk was unstaffed, I was informed I could only return the items to an Argos store, which had already closed. I kindly request guidance on the nearest location I can return my items given my address at 66 Brabourne Rise BR36SH. My receipt number from the unsuccessful return at Bell Green is #[redacted]. Looking forward to your response. Thank you, Mary Leberl