Praise for Sainsbury's Customer Service

Lil_Me_2

Noctu wrote: »

Our Sainsburys isn't great. A relative of mine bought a Nintendo Wii from there, 8 months later it went faulty (freezing every time a disk was inserted).

Sainsburys refused to replace it or arrange a repair. They said that after 28 days it is the customer's responsibility to arrange a repair with the manufacturer and that is their policy. Never mind the Sale of Goods Act! They also said that as they had the policy signposted all over she was deemed to have accepted it at point of sale....

After three trips to the store and three protracted phone calls to their head office involving teaching them the SoGA, they eventually relented and swapped her faulty Wii for a new one. After writing to them to complain, they replied saying it's still by the manager's discretion and they have no legal obligation to offer anything, even within the year's warranty. Idiots.

Why didn't they contact nintendo instead of sainsburys?? I'm surprised that they went to sainsburys first when nintendo would have fixed it/sent a replacement no questions asked.

Or maybe it's just me that realises it's not sainsburys fault that something has broken 8 months after they sold it.


In other news whenever I've been to customer services in sainsburys they've always been very helpful.

Noctu

Lil_Me wrote: »

Why didn't they contact nintendo instead of sainsburys?? I'm surprised that they went to sainsburys first when nintendo would have fixed it/sent a replacement no questions asked.

Or maybe it's just me that realises it's not sainsburys fault that something has broken 8 months after they sold it.


In other news whenever I've been to customer services in sainsburys they've always been very helpful.

By law Sainsburys is responsible for contacting and dealing with Nintendo. My relative is a busy working woman with children and doesn't have the time to find packaging materials, etc etc and stand in a queue at the post office to send off something when Sainsburys are legally obliged to sort it out for her.

Sainsburys as the retailer IS responsible for arranging a repair/replacement instead of Nintendo as the contract of sale is between them and the purchaser.

It's all in the Sale of Goods Act 1979 (as amended).

HTH.

geoffring

chou_123 wrote: »

I haven’t had a bad experience with Sainsbury’s, but I thought I’d post this as it shows how they give good customer service even to perhaps ‘small’ customers.
I bought a roll from the loose bakery section in Sainsbury’s, as well as other shopping, and went back to work to find that the roll had no salt in it, and so was bland. Sainsbury’s was too far from my place of work to be able to return and get a replacement, so I emailed Sainsbury’s customer services instead. Two days later I received a friendly and apologetic email back explaining that they would look into it, and stating that they were sending me a £3 gift voucher in the post. I was impressed, as the roll had only cost 35p, and they had bothered to deal with my complaint.

YES. I agree. I've had the same excellent experience as you governing three complaints spaced over about 10yrs. with Sainsbury's

But TESCO!!!! They are an arrogant self opinionated company that never truly say sorry and never give gift tokens. I've had numerous problems with this company especially their Internet Service which continued to charge my account even after I had cancelled it. I had to threaten them with the Ombudsman before they backed off and gave me a refund. No real apology. No compensation for my aggravation. I now NEVER SHOP WITH TESCO

bloggie

I'd say sainsburys can be brilliant at times.

I used to use tescos for online shopping (food), but got so miffed off with their lack of turning up! and silly excuses, so I thought I'd try sainsburys. Well, the first delivery I received, missed about £20 of bathroom things, so I rang up to the driver to see if he has missed these bags but he hadn't and said he'd ring his base for me.

Well, I was gobsmacked, as when they rang me and asked if I would like a refund or the missing items delivered and I opted for delivered 'please', the store manager herself then rang me back and said she would be organising a re-delivery for the next day, for all the missing items plus duplicating everything else that I had ordered, so I got about £80 of food, juice etc. free. I love juice. _party_

I'm in London and sometimes it's hit and miss, but they really caught me by surprise on this one and I've been shopping online with them ever since. It really does depend who you find to speak to and to make sure politeness is kept. but having dealt with that same branch in the past, they are on the whole very good with customers.


I'd agree about waitrose and m&s as well :rotfl:

LemonGrove

glider3560 wrote: »

Sainsbury's always give me good service. I once bought a pack of bakery cookies for about a pound, got them home to find they were plain milk chocolate when the label said white chocolate. Sent an email and they gave me 1000 Nectar points (worth £5 in store).

Another time I forgot to use my Nectar card as the assistant never prompted me (my own mistake really). Took my receipt to CS (if you can call it that - just a till on a trolley at the end of the checkout area) on my next visit and she offered double points (without any prompting) on that transaction for the inconvenience.

Really? The massive Sainsbury's closest to me has an absolutely massive CS desk with one of those Post Office cashier number machines! :eek:

glider3560

LemonGrove wrote: »

Really? The massive Sainsbury's closest to me has an absolutely massive CS desk with one of those Post Office cashier number machines! :eek:

It is quite a small store - one of the old "Sainsbury's Central" stores.

Dave101t

5 years ago i would never of set foot in a sainsburys, remember their sky-high pricing?
but they really seem to have a better structure now, not as many offers as morrisons (my personal favourite) but the quality is great and the offers are enough for me. also their basics range is great quality.
i used to like tesco until i needed their customer service, horrible and cheat!