Sainsbury's Customer Service Issues

Dear Mr. Roberts, During my recent visit to Sainsbury in the Galleries, Washington, I was dismayed to hear a tannoy announcement stating that covid marshals were patrolling the store and issuing fines. It is important to note that covid marshals do not have the authority to issue fines, as clearly stated on both the official government website and the Sunderland Council website. Their role is advisory, not enforcement. The announcement seemed designed to instill fear and coerce customers, which is unsettling. I prefer not to shop in an environment where there is a misleading impression that fines may be handed out arbitrarily. This miscommunication could potentially lead to confrontations with ill-informed staff. The overbearing approach taken by Sainsbury's staff in making such announcements has left a sour taste. The implication that fines could be levied even when customers are following guidelines is troubling. Consequently, my family and I have decided to take our business elsewhere to a supermarket chain that does not use intimidating tactics on its customers. Sincerely, [Initials]

Dear Customer Service, I am reaching out to express my deep disappointment with a recent purchase I made last week. I bought 21-day matured 4 Beef Sizzler Steaks, which claimed to be "expertly matured for tenderness." However, this was far from the reality. The steaks were tough, chewy, and completely inedible. Unfortunately, my family and I had to discard them, along with some muffins we purchased. What was meant to be a quick dinner while watching a football match turned into ordering takeout. While I typically don't complain, this experience truly upset our evening plans. I urge you to sample these steaks yourselves and address this quality issue with your supplier. I cannot be the only customer facing this problem. Awaiting your prompt response. Best Regards, Mike D.

I recently received my last order confirmation email dated 07/12/[redacted]. However, I have not received any since. Despite getting regular emails from Sainsbury at Nectar and TU, I have thoroughly checked all my email folders, including the "junk" folder. This issue is causing significant frustration, especially with the transition to paperless receipts, making it essential to have the final order confirmation to check deliveries, especially for unattainable items or substitutions. Despite contacting the customer service line at 0[redacted] multiple times over the past few months, I have yet to receive satisfactory assistance. I had to resolve a computer glitch on my own without any help from Sainsbury's services.

I recently received an email confirming my order on 07/12/[redacted], but have not received any since. While I receive regular emails from Sainsbury's Nectar and TU, there seems to be an issue with my order confirmations. I have checked all email folders, including "junk," without any success. With the move to paperless receipts, it has become frustrating to verify deliveries without the final order details, especially regarding substitutions. Despite numerous calls to customer service at 0[redacted], I have faced dissatisfaction. My last call resulted in an unhelpful agent who shifted blame onto me for the ongoing IT issue. I have not heard back from Sainsbury's regarding the problem resolution. Please address the email notification problem promptly or provide an explanation for the delay in fixing it. My last order was [redacted]85 on 06/02/[redacted] between 1[redacted] hours. I await your response.

On the morning of Saturday, September 14th, I went to the Sainsbury's Store on Victory Rd. in Darlington. While exiting, the automatic doors opened, and I unintentionally bumped into a large traffic cone placed beside the doorway that was not within my view, causing me to fall backward and hit my head. Consequently, I sustained injuries to my left elbow and ankle along with damage to my shopping. I suspect that the incident, including the position of the cone and my fall, might have been captured by the store's CCTV cameras. After receiving immediate first aid assistance from the attentive staff, I managed to leave the store. However, on Sunday, February 21st, I visited my local hospital and an X-Ray examination revealed a chipped bone in my left elbow. I have now been prescribed Flucloxacillin Capsules for the injury, but the pain in my elbow persists. I believe that Sainsbury's should fairly consider offering some form of compensation for the incident.

I have been facing persistent issues trying to access my Sainsbury's account for over three weeks now. Despite following the website's instructions by changing my password multiple times and clearing my browser cache, I keep encountering an error message stating "Something Went Wrong." After contacting customer service, one agent was unable to log in from their end and said they would escalate the issue to technical support. However, after two weeks of no resolution, I spoke to two different agents today who also faced difficulty accessing my account, with one even suggesting creating a new account. Unfortunately, due to my existing information being linked to my current account, creating a new one was unsuccessful. It's frustrating as I have not encountered similar problems with other online grocery services. The lack of action and response from Sainsbury's is disappointing, especially as a loyal customer.

Good afternoon, I am writing to express my disappointment with recent purchases at Sainsbury’s. On Friday, March 5th, I bought raspberries with a best before date of March 9th, which were moldy when I opened them on Sunday. Additionally, milk purchased on March 3rd in Exeter went off before its expiration date of March 15th. A few weeks ago, organic minced beef also spoiled prematurely. I have been a loyal Sainsbury’s customer for over 30 years, typically spending £70-75 per week. Recently, I have noticed a decline in the freshness of produce and shorter shelf lives for items like coleslaw and sandwich fillers. I rarely complain, but the repeated issues with product quality have left me disheartened. I understand the importance of providing feedback for improvement. Sincerely, Karen Sharp

On March 10th, I made a complaint by phone but was very disappointed with the response I received. I received order number [redacted]71 on March 9th, delivered by a friendly and efficient driver. Despite the packaging showing an expiration date of March 11th for the 3 baby avocados, when I opened them on March 10th, half were already spoiled. When I raised this issue on the phone, I was informed that nothing could be done since I had accepted the delivery. This seems unreasonable as I had purchased the avocados in good faith and well within the expiration date. The customer service representative did not address my concerns, which is concerning given the reputation of your store. I hope you can investigate this matter further. Sincerely, Wendy T.

I visited your Chesham store recently and encountered some issues with the queue management. The doorman was rude to me and told me to go to the back of the queue even though it had already moved into the building. I found this interaction unacceptable and felt frustrated by the experience. I question the necessity of such a strict queue policy, considering everyone was wearing masks and the store had enough space to accommodate more customers. This incident has left me contemplating whether I want to continue shopping at Sainsbury's. This is not an isolated event, as similar situations have occurred in the past. I hope you address this matter promptly and provide training to improve customer service. This incident occurred on Wednesday, March 17, [redacted], between 12:50 and 13:05. I look forward to hearing back from you soon.

I have a suggestion regarding the recent changes at the Dobbies Garden Centre in Gillingham. The food shopping experience has become disappointing since the store took over. Dobbies used to offer high-quality deli food, unique bread, and options not found elsewhere in the area. Now, it resembles a typical local Sainsbury's branch. This is quite a letdown, especially with a larger store nearby. It would be appreciated if the Taste the Difference bread and some of the premium deli items were brought back to cater to customers looking for quality products not available elsewhere in the area. I hope the management considers the preferences of customers seeking unique and quality items.

I am unable to use the phone due to being profoundly deaf. I seek assistance in reactivating my Sainsbury online shopping account that was created in [redacted]. I would like to update the email address as I no longer have access to the one I used in [redacted]. My last order was in [redacted] before I transitioned to personal shopping due to mobility reasons. I am now unable to drive, hence the need to reactivate my account. I have difficulty navigating the internet, so any help is appreciated. I forgot my most recent username and password, but previously it was "robbie alf and bright." The old email was [redacted], and I need to add a "j" in the middle, making it [redacted]

I was disappointed to not receive any notification about my home delivery scheduled between 6-7pm on 12.5.21. Upon contacting the help centre at 7.30pm, I was informed of the delay due to staff sickness. They couldn't provide a new delivery time, only hoping for it to arrive before 9pm. I expressed my inability to accept a delivery after 9pm as I needed to prepare for work the next morning. My main concern is the lack of communication regarding the issue and the failure to offer an alternative delivery slot. When my delivery didn't arrive by 9pm, I called to cancel it and lodged a complaint. Despite this, I have not received any acknowledgment from the store regarding my complaint. The initial person I spoke with was dismissive, and 'Martin' on 13.5.21 was unhelpful, rude, and argumentative. Rachel later listened to my concerns and mentioned someone should contact me within 24-48hrs. As of 18.5.21, I have yet to hear back, leaving me frustrated with the poor customer service. I have been a loyal customer, but unless my complaint is addressed promptly, I will be looking elsewhere for my shopping needs.

On the 15th of May [redacted], a friend accompanied me to do shopping at Sainsbury’s located at 30 Quay Road, Canvey Island, Essex. As a disabled individual with blue badges displayed in the car, my friend received a parking fine. I am seeking assistance in obtaining a receipt as proof of our visit since I have misplaced mine. Providing a receipt number or any documentation confirming our presence would be greatly appreciated. I am also a Nectar cardholder with the number 9[redacted] 5[redacted] [redacted]. My name is Mrs. Marion H. and can be reached at ([redacted]) [redacted] or via email at [redacted] I am perplexed by the fine incurred, and any help in resolving this matter is welcomed. Thank you for your anticipated support.

I wanted to share my recent experience at your London Road Hemel Hempstead store. I only had a £2 coin but needed change for a trolley. When I approached a cashier for help, I was met with rudeness and was directed to customer services. The location change of the customer service counter was confusing, and I found some of the staff unfriendly. Eventually, a kind lady helped me with change for the trolley. Additionally, I encountered issues with the store's door sensors, which were repeatedly going off without any assistance from the guard. Finally, Sandie at the customer service counter provided excellent service when I collected my online order.

I am quite frustrated with my recent Sainsbury's online shopping experience. I keep receiving out-of-date goods or items with a short shelf life without being notified. For instance, out of the 2 oranges I ordered, I got 1 moldy one. Despite the helpful and polite customer service staff who promptly issue refunds, it's not convenient for me as the main purpose of ordering online is to have my week's groceries delivered without any issues. My husband and I, both in our 80s and not well enough to shop in person, find it challenging to thoroughly inspect each item during delivery. Although the delivery drivers are always kind and willing to take items back, it's inconvenient that our deliveries come from a faraway location in Hayes instead of the nearby Twickenham store. Furthermore, the frequent unavailability of goods is becoming a common occurrence lately. I've been a loyal customer of Sainsbury's for many years, but the continuous hassles are wearing me down. Thank you for your attention to this matter. Best regards, Valerie H. - Order No. [redacted]09

I've encountered recurring issues when ordering from Sainsbury's online platform, despite having fast broadband speeds exceeding 50 MBits/sec. I've noticed an error message stating "Page unresponsive / [redacted].fls.doubleclick.net in Sainsbury's Online Grocery Shopping" appearing as my order size increases. It seems to me that the site's slow performance and failure to reflect quantity changes correctly are due to inadequate refreshing speeds caused by excessive adverts. The message indicating ad content pops up numerous times during my shopping, mostly towards the end of the session with a larger basket size (50+ items). It appears that Sainsbury's website efficacy is compromised by an overload of advertisements, leading to a subpar customer experience and checkout inaccuracies. Your insights on this matter would be appreciated. Best regards, Michael U.

After 18 months, my two sons - one with a wife and son - are planning to visit me. Although I usually manage well, I decided to use Sainsbury's oven cleaner for the first and last time to prepare for their arrival. However, after spending nearly 3 hours cleaning the grill, I am disappointed. The cleaner did not work effectively on the grills or oven. Despite following the instructions to wait 5 minutes, it only partially cleaned the soft surfaces. Sadly, it's now too late to get the proper cleaner I usually use. I'll have to present a greasy oven to my family and hope they see my effort. While my general shopping experience with you is fine, the ready meals, like the beef stew with dumplings, have let me down. The frozen mango tasted of chemicals, so I had to toss it and use my own substitute.

To whom it may concern, I recently made a purchase from Sainsbury's and received an item labeled as a Father's Day product, specifically Taste the Difference Maris Piper Chips. However, this product is not associated with Father's Day, and unfortunately, my father is deceased, which makes receiving such items inappropriate for me. While attempting to contact Sainsbury's about this error, I encountered difficulties finding a suitable method. I prefer not to call and do not use social media, so finding an email address or postal address was challenging. Additionally, I noticed some language inconsistencies, such as using "speak with a colleague" instead of "speak to a member of staff". Furthermore, I want to address the frustrating opaque shape prominently displayed on the website, obstructing content and making it difficult to navigate. These shapes should be user-friendly and allow for easy scrolling without blocking important information. I hope these issues can be addressed without the need for direct contact with me. It would be helpful to have the option to input an email address before receiving an error message regarding its validity. Thank you, Ms E. Bardsley

I have observed that a current employee named Scott Edwards at Sainsbury’s Basingstoke, specifically at the customer service department, seems to be neglecting his duties. He tends to wander around the store rather than focusing on his tasks, takes elongated lunch breaks under the guise of being occupied elsewhere, and engages in questionable practices such as switching price labels to benefit himself. This misconduct is not new, as he demonstrated similar behaviors while working at Sainsbury’s Winchester. Additionally, his interactions with customers are less than satisfactory. Despite appearing friendly, his demeanor comes across as passive-aggressive, leaving patrons feeling perplexed and dissatisfied. As an employee at Sainsbury’s, I find his actions concerning and believe it is unfair to the dedicated and honest colleagues who work diligently. For privacy reasons, I choose to remain anonymous while addressing these issues.

Sainsbury's is selling Israeli fruit and vegetables that might originate from land taken from Palestinians and given to Israelis in illegal settlements on the West Bank. This support for the appropriation of land by the Israeli government, depriving Palestinians of their homes and livelihoods, is concerning. Additionally, Sainsbury's offers other products like Sabra hummus, made by a company known for backing the Israeli Defence Forces, which have a notorious history of human rights violations against Palestinians. It is urged that Sainsbury's stops selling all Israeli goods to align with the UN Declaration of Human Rights, which denounces the current Israeli government's apartheid policies.