Sainsburys Customer Service

triticale

Last week I wrote to the following letter to Sainsburys:

Dear Sir

I am a regular customer of Sainsbury’s, my favourite Sainsbury’s product being ‘Roasted Nut Chewy and Crisp Cereal Bars’.

I enjoy one each morning at work with my coffee, and always stock up on them while I am visiting Derby as none of my local stores seem to stock the roasted nut variety, only the chocolate variety which I dislike.

My recent batch, however, disappointed. The wrapper I have enclosed contained a bar well below your usual standards of yummy chewy nuttiness. Indeed, parts were inedible, one of which I have attached to the wrapper using sellotape.

It appears to me to be a small piece of uncooked, dried maize – however I am sure I must be wrong, as no maize is listed in the product ingredients. Anyway this item would not yield to mastication and made my usual chewy experience into an altogether more gritty and unpleasant one.

I am returning the wrapper in the hope that you can trace the batch and identify the rogue niblet, and hopefully take steps to ensure no other Roasted Nut Chewy and Crisp Cereal Bar devotee suffers in this way in future.


Yours faithfully

triticale

This morning this reply arrived:

Dear triticale,

Thanks you for your letter. I'm sorry that one of the Sainsbury's chewy and crisp bars with roasted nuts you purchased from us contained a hard object. I can understand how unpleasant that could be.

At Sainsburys we want everyone to enjoy everything they buy from us so your comments have been passed to our quality managers and we will be investigating this with our supplier. We will also be monitoring the feedback we receive about this product.

I am grateful to you for taking the time to contact us and I have enclosed a gift card for you to use the next time you shop with us.

Yours sincerely

Customer Manager

Enclosed: £1 gift card

:T Cheers Sainsburys! Good old paper complaint letter, beats email every time.

**skinnyminny**

I e-mailed them recently as i was gutted my profiteroles didn't have the sachet of choc sauce in the box like it was supposed to and i thought i would mention it to them and they sent a lovely reply like yours and a £5 gift card, i was amazed and really chuffed:j, just goes to show it can be worth contacting them if you are unhappy with something.

i agree that sainsburys has fab customer service:D

MickMun

triticale wrote: »

Good old paper complaint letter, beats email every time.

Apart from the stamp cost has severely bitten into your compensation.

berniesmaster

MickMun wrote: »

Apart from the stamp cost has severely bitten into your compensation.

that made me smile! but good for you op x

lardlikesdogs

I have always found them good thats why i shop there nice stores nice food nice staff you get what you pay for in this world , people in asda and morrisons look like extras from benidorm nuff said.

berniesmaster

i have actually had issues with sainsburys before, and find your post quite rude!

No_more_usernames

I must say that Sainsburys have always been very decent to me when I have complained.Twice now I have received a £10 (!) gift card - once when I wrote to their customer services department about various problems I was experiencing with their local store and once when I posted a complaint on their online forum. Although I was not expecting (or indeed wanting)any form of compensation, and although they were keen to point out that they were not trying to buy me off , it seems that they do understand the value of maintaining good customer relations and gestures like this certainly go a good way towards maintaining a good relationship with their customers.

Snarf999

I think most customer service places for foodstuffs usually respond well to complaints. I had a Lion Bar the other day, only the bottom half of the bar was missing. Phoned Nestle and they sent me a £2 cheque, was just expecting a voucher for another Lion Bar!