Sainsbury's Click and Collect - Vent

donnaessex

I have just sent this to Sainsbury's after a crappy visit there earlier today...

I just wanted to write a quick email to make a comment on your Click and Collect option.

I ordered 5 games and went to collect them today from your Chafford Hundred store during my lunchbreak. When I got to the till, I showed the lady my email (on my phone) with confirmation number, home address, name, email address all listed on it. When asked for ID, I showed my bank card, which the customer service assistant said was not a valid form of ID and showed me the sign saying photographic ID needed. I didnt have any on me (apart from a Costco card with my name and photo on it), but said I had my proof of name (on my bank card) and proof of address (utility bill I had in my handbag) and she said it wasn't enough and that I would have to speak to someone to authorise who I was. She called a centralised Sainsbury's number and I spoke to a gentleman where I had to confirm my full name, full address and email address - all of which were on the email I had showed the assistant initially.

What a farce! I had the card which had paid for the goods, proof of name, proof of address but Sainsbury's require me to show a passport or driving licence to prove that I paid for an order of which I had the order email on my phone? Ridiculous.

It took me 20 minutes to get my order which I had assumed (wrongly) would be an easy collection.

I can't be the only person who finds this over-zealous security annoying surely? The process of collection from any other major store is so much easier than at Sainsbury's and I think it should be changed to be more customer friendly.

geordieracer

How would have you reacted if they had given your stuff to someone who had walked in with just a utility bill and a bank card and had not followed their procedure of having photo ID to collect something?

Pretty badly i think and you would be ranting about it on here. Their policy is for accredited photo ID to be shown when collecting something to prevent fraud and theft . I see nothing wrong in that

donnaessex

geordieracer wrote: »

How would have you reacted if they had given your stuff to someone who had walked in with just a utility bill and a bank card and had not followed their procedure of having photo ID to collect something?

Pretty badly i think and you would be ranting about it on here. Their policy is for accredited photo ID to be shown when collecting something to prevent fraud and theft . I see nothing wrong in that

It would have to be pretty difficult for someone to have managed to get hold of my bank card, a utility bill, who looked like me because they had my card (albeit a costco one) with my name and face on it, my blackberry phone, my email password etc etc.

No other store has such a strong security policy? I've used click and collect in Argos, Tesco, Boots and never had to show photographic ID. I still have a paper driving license and I'm not in the habit of walking around with my passport in my possession. I think as long as you have the confirmation number and the debit/credit card you paid with, surely thats enough security?

geordieracer

donnaessex wrote: »

It would have to be pretty difficult for someone to have managed to get hold of my bank card, a utility bill, who looked like me because they had my card (albeit a costco one) with my name and face on it, my blackberry phone, my email password etc etc.

No other store has such a strong security policy? I've used click and collect in Argos, Tesco, Boots and never had to show photographic ID. I still have a paper driving license and I'm not in the habit of walking around with my passport in my possession. I think as long as you have the confirmation number and the debit/credit card you paid with, surely thats enough security?

I can pretty easily make up a card with a photo on it with any ones name I like. I can also scan any utility bill and change the name and address on it to anything else I like. As for the cash card if i was determined enough to commit fraud then i would be able to get one of them made up too.

Whilst I know this was very frustrating for you I believe you should feel more secure that they are doing it this way then just handing out stuff with only a piece of paper as ID.

flea72

the T&C state you must bring photographic id to collect an order, and lists passport and DL

F

molerat

flea72 wrote: »

the T&C state you must bring photographic id to collect an order, and lists passport and DL

F

So that means I cannot click and collect at Sainsburys then

Freddie_Snowbits

geordieracer wrote: »

Pretty badly i think and you would be ranting about it on here. Their policy is for accredited photo ID to be shown when collecting something to prevent fraud and theft . I see nothing wrong in that

What is this that requires a photo ID for me to pick up things in Sainsbug. There are not entitled to see my passport or other item, if my printed reciept with order number is not good enough for them, the spotty mooooooldooon will soon be off their backsides, putting items back on the shelves and refunding my car instantly.

geordieracer

Freddie_Snowbits wrote: »

What is this that requires a photo ID for me to pick up things in Sainsbug. There are not entitled to see my passport or other item, if my printed reciept with order number is not good enough for them, the spotty mooooooldooon will soon be off their backsides, putting items back on the shelves and refunding my car instantly.

that's fair enough. But if your computer got hacked and they went to pick up your stuff posing at you would you not ask them what steps they took to ensure the person was who they said they were?

Lip_Stick

geordieracer wrote: »

I can pretty easily make up a card with a photo on it with any ones name I like. I can also scan any utility bill and change the name and address on it to anything else I like. As for the cash card if i was determined enough to commit fraud then i would be able to get one of them made up too.

Whilst I know this was very frustrating for you I believe you should feel more secure that they are doing it this way then just handing out stuff with only a piece of paper as ID.

So, you've got to do all that in a very short space of time, as well as have a copy of the email, and how on earth would you copy the bank card? Sorry, but if someone was going to go to that much trouble, they'd be better off putting their skills to something worth while, and not for just a few games.

DCFC79

Acceptable photographic ID was listed as beeing needed so how can you have something to vent about, its a perfectly reasonable request to ask for photographic ID. You wouldnt be too happy if someone else had walked off with your goods would you, the photo ID was needed to prove who you were

i understand it being a pain but i dont think sainsburys will change the policy just because person complained but give it a try, it is a bit weird as i didnt have to show my ID whgen i picked up a pc monitor from a tesco store but was the id needed as it was games with an 18 rating(just a guess)

Keith

DCFC79 wrote: »

but was the id needed as it was games with an 18 rating(just a guess)

No, it's part of the T&C you agree to when using Click and Collect.

I used the service a few weeks ago, turned up with my email printed as requested by the service with my driving licence as I agreed to during the order process and was promptly handed my goods.

Hardest part of the process was finding the correct desk.