Sainsburys Kitchen Appliances

becca2008

i don't want to say too much, because i'm still hoping they'll resolve the problem, but if any one is thinking of buying any kitchen appliances... please think twice before buying from Sainsburys Kitchens Appliances.

i order a fridge freezer from them on November 9th (quoted delivery date was november 20th) because i thought they'd be more efficient and reliable than some of the other companies i was looking at. they took my money on November 10th, but i still do not have my fridge freezer and the whole affair has been a catalogue of errors, dissappointment and bad communication.

in the space of today alone, i have been told that two fridge freezers are being delivered tomorrow, that no fridge freezers are being delivered tomorrow and that one fridge freezer is being delivered tomorrow, so which is correct remains to be seen.

i have also been told "we're not a company that compensates customers when errors are made" - they're not willing to make any gesture of goodwill, except to "upgrade" me to a different fridge freezer after the first one was delayed twice, which was reduced in price the next day (do no longer an upgrade as far as i'm concerned) and was then also delayed! apparently, they think it's ok to mess their customers around 3 weeks before christmas!

i understand that sometimes mistakes and delays happen, but sainsburys aren't even willing to do anything to fix it and restore my faith in their service.

i will update this tomorrow - hopefully, my fridge freezer will be delivered and i'll be able to buy my christmas food and feed my family something other than baked beans and cereal!

either way, the service i have received has been terrible and i would advise anyone thinking of buying anything from sainsburys to think twice!!


...for someone who didn't want to say much, i've said an awful lot, so i apologise for the long post!

hollydays

there do seem to be an awful lot of companies having problems with deliveries at the moment..

baddiebasher

You can cancel under the distance selling regs. If they cannot perform the contract or fall foul of the regulations then, simply, you can cancel and demand a full refund (payable within 30 days).

You really do not want to be dealing with a company behaving in such a manner.

Kavanne

Gosh that sounds pretty bad I must say the service I got from sainsburys when I ordered my fridge freezer and washing machine was excellent though, however that was back in April!!

becca2008

as an update, Sainsburys have so far refused to accept any responsibility and keep pushing the blame on to their supplier - even though i'm not really complaining about the delay, more the errors in communication and rotten service i've received from them.

On saturday morning, i received a phone call from the delivery driver, confirming that he would be a bit earlier than originally thought. Half an hour later, i got a phone call from the delivery company saying that Sainsburys had emailed them to cancel my delivery! my fridge freezer was delivered after i explained the whole mess to the delivery company, but the driver informed me that if they had received that email before he called me to confirm delivery, they wouldn't have contacted me to confirm and my fridge freezer would have been sent back to sainsburys!! it was only because i had already confirmed that i did want the delivery half an hour before they received the email that they called to check!!

i also received an email from sainsburys confirming my delivery for tomorrow (December 9th)!!

i emailed Sainsburys about the whole thing and have received a reply completely ignoring everything in my email, blaming the manufacturer for the whole mess and saying that they don't compensate for "consequential loss" - which isn't what i'm claiming in the first place!!

i have emailed Sainsburys again, updating them on the whole mess and asking them to reconsider their refusal to accept any responsibility. Depending on what reply i get, i'll be writing directly to head office and taking my complaint further. What i mostly want is an apology for running my phone bill up for no reason - so far, i've called them 4 times because they've left me messages saying that my fridge freezer wasn't going to be delivered, when it turns out each time that their system was wrong, and then once on Saturday to tell them that i don't want another fridge freezer delivered on Tuesday!

awful awful service. i really do understand that delays happen, especially this time of year, and i was happy with the upgrade they offered me after the second time the original order was delayed... but since then, they've messed me around so much, it's not even funny!

baddiebasher

Well it IS Sainsbury's problem - it is with them that you have a contract, not the delivery company or whoever, and it is Sainsbury's who are accountable.

I would mention that they have breached the Distance Selling Regs and that you are quite entitled to request that they come back, pick it up (at their expense) and provide a full refund.

When writing your letter be calm and polite and use bullet points to list the chronology of what has happened. You need to state that the phone calls would not have been made were it not for their errors.

And make it quite clear that Sainsbury's may have used a third party, but it is Sainsbury's who are ultimately responsible, and blaming someone else, whilst it may be true, is not an excuse.

pinkshoes

IF they're that disorganised, and another fridge freezer turns up tomorrow, then I'd just keep quiet about it and flog it on ebay! They probably wouldn't even notice!!

(although personally I'm probably too honest to do that myself, as i suffer from a conscience!)