Sainsbury's Online - I've 'failed security checks'

Mk14:37

Really riled right now- I made my first ever online order from Sainsbury this week, for delivery yesterday. It never arrived.

Today I received a voicemail from the local store, starting that I had 'failed security checks'so they could not deliver today, or ever, and "if you have a problem with that, you can call back."

I called and spoke to a girl- again no name, she refused to give it to me- who insisted repeatedly that I had failed security, but that she was "physically unable" to explain what that actually meant, on account of not having passed security.

Great. So a canceled order, and point blank refusal to give a reasoned explanation as to why. I will now have to go in to store purely to establish what these mysterious 'security checks' actually are -and then, presumably, do my shopping. Didn't realise that internet shopping with Sainsbury involved matters of national security.

Azari

Mk14:37 wrote: »

Really riled right now- I made my first ever online order from Sainsbury this week, for delivery yesterday. It never arrived.

Today I received a voicemail from the local store, starting that I had 'failed security checks'so they could not deliver today, or ever, and "if you have a problem with that, you can call back."

I called and spoke to a girl- again no name, she refused to give it to me- who insisted repeatedly that I had failed security, but that she was "physically unable" to explain what that actually meant, on account of not having passed security.

Great. So a canceled order, and point blank refusal to give a reasoned explanation as to why. I will now have to go in to store purely to establish what these mysterious 'security checks' actually are -and then, presumably, do my shopping. Didn't realise that internet shopping with Sainsbury involved matters of national security.

Beware.

They may not allow someone who has failed security into the shop.

They have to be careful, you know.

wellused

Be interesting to place an order with another supermarket and see how that goes?

emay

The store probably won't have a clue, I used to work for another supermarket and the call just used to come from the accounts dept, don't delivery the order to mrs x its failed security! Could be something simple like its being paid for on partners card, but delivered to your name, if you've moved recently address doesn't match one on card, or its your first order and you've ordered a lot of high value items, or whatever it is scammers are buying with dodgy cards these days

spike7451

I used to work for Sainsbury's in the online delivery dept in a store as a TL in 2008.When an order was made,it's come up on the computer the day before delivery day as 'pending' then the next day as released to shop,for the pickers.Sometimes an order would come up as declined.
As stated above,this could be for a variety of reasons,more often if it's a first order.It could also be your bank have declined the payment as it's your first order,could be the area where you live is a bit 'dodgy' (I'm not saying it is in your case,just I've seen orders declined for certain areas of Belfast due to this reason) & it could also be something as silly as a spelling mistake in the name/address ect.
As to the call center you call,when I was there they were ran by a company called Teleperformance over in Bangor.

rachel90

emay wrote: »

The store probably won't have a clue, I used to work for another supermarket and the call just used to come from the accounts dept, don't delivery the order to mrs x its failed security! Could be something simple like its being paid for on partners card, but delivered to your name, if you've moved recently address doesn't match one on card, or its your first order and you've ordered a lot of high value items, or whatever it is scammers are buying with dodgy cards these days

When I worked at Tesco, if there was a new customer that had shopping worth over a certain amount, they were immediately cancelled. Some new customers under the amount were cancelled too if they had 4 bottles of alcohol etc. Probably something that seems really petty!

NBLondon

spike7451 wrote: »

could be the area where you live is a bit 'dodgy' (I'm not saying it is in your case,just I've seen orders declined for certain areas of Belfast due to this reason)

That was my first thought... they've got a rule that says your postcode is a high risk so they just brush you off.

Good luck with getting an answer, Mk, and if it's full of bovine excrement, name and shame in the local paper perhaps?

spike7451

rachel90 wrote: »

When I worked at Tesco, if there was a new customer that had shopping worth over a certain amount, they were immediately cancelled. Some new customers under the amount were cancelled too if they had 4 bottles of alcohol etc. Probably something that seems really petty!

Same at Siansbobs as well,if the order was more 'luxury' goods like booze,fags,deoderants ect,stuff that could be sold on on a first order,than staple items like foods,it'd be cancelled.
The have even been times when the order has been picked but 'flagged' & would even be on the van for delivery but at the last moment,the order would be pulled.

Storck

Not sure how Sainsbury work but at Tesco as has been previously said all first time orders are checked in store for anything that looks dodgy.

Second time orders are also checked as are orders to certain adddresses. This is done manually each morning, usually about 5:30am.

Even long term customers can end up with orders cancelled if they suddenly change their buying habit, eg usually does a normal shop but one time orders loads of aftershave or booze etc. I know it sounds harsh but they shop have to cover their back for fraud orders when they would have to return the money to the bank.

What I would recommend is your first order make sure it looks like a normal shop, do not order more than 10 of anything as it might be cancelled due to "bulk ordering" and if you order regular and are ordering a lot of booze eg for a party then give the store a call and give them the heads up before lunch time the day before just to make sure they don't cancel your order.

Lastly if you have two orders cancelled in a row due to lack of funds you might find that they cancel you next order as they do not want to pick it and then put it back again.

I know a lot of what I have said sounds unfair but I'm just giving you the heads up, do not shoot the messenger.

ljonski

Its obviously because you are from Hull and have moved to London for richer pickings.
If Alan Johnson becomes Mayor of London in 2016 -write to him and tell him you used to be one of his constituents.!

DCFC79

Not sure if the sainsbobs store staff will know what happened, the call centre may know more.