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

spike7451

Storck wrote: »

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.

As I said earlier,when the orders come thru to the delivery dept in store,they are already flagged or declined when we received them,the 'pre orders' for the next day usually come in around 10pm the previous day,they certainly were'nt checked by us in store,one reason being we didn't start till 0630am.

Storck

spike7451 wrote: »

As I said earlier,when the orders come thru to the delivery dept in store,they are already flagged or declined when we received them,the 'pre orders' for the next day usually come in around 10pm the previous day,they certainly were'nt checked by us in store,one reason being we didn't start till 0630am.

Does that mean the store have no control to cancel orders that they think are dodgy, or you have had issues with in the past eg mulitple none payers or same address different names every week, we have that a lot on people using dodgy cards, when you ring them it is the same voice claiming to be a different person. :T

bcl999

Surely if they only delivered to the registered address for the card, they could be pretty sure the card use was genuine.

Someone mentioned above about first orders for booze being cancelled but I don't think Sainsbury does this as my first order recently was all booze and no problems.

Elvisia

I had this problem before, I used to live on my own in a small block of flats and since my neighbours were elderly I said I'd do their shop online for them. So I'd be ordering a lot of the same product as it was for more than one household, and it was to last us at least a month, and the order was always cancelled. In the end I learnt how many of certain items I could have and had to keep under that. Maybe it's something like that?

spike7451

Storck wrote: »

Does that mean the store have no control to cancel orders that they think are dodgy, or you have had issues with in the past eg mulitple none payers or same address different names every week, we have that a lot on people using dodgy cards, when you ring them it is the same voice claiming to be a different person. :T

We had that as well,dodgy cards & same address,different name.The store does have some control over what we saw as dodgy,like an order slips thru which we could pass back to the payments back office in the store to deal with,but generally they were flagged or declined by the time they got to us.

emay

we had dodgy orders coming from the same address too, different name every week (but same mob number and almost identical email addys) got to the point were whichever supermarket got the order from them first for the week, used to ring the others in town to give them a heads up on the new name (or names if they were feeling lucky!!)

Mk14:37

ljonski wrote: »

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.!

You clearly have too much time on your hands!




Thank you all for the posts. In my case it could be any one of a number of reasons already given - yes, it was my first order; it was a very odd, bulk order, and for a very high value; and I think the order was in my name but using my wife's card. Still, I don't think that this excuses the fact that:

• I was only called eight minutes before my one-hour delivery slot
• I was told that they would not deliver today, or in the future
• In the subsequent phone call, the young lady wouldn't actually explain what was meant by "not passing security checks" - particularly as there is no reference to this in the T&Cs.

Also, to update the case:

• I called the Online helpdesk who could only leave a message for the local manager to call me the next day - he didn't
• I went in to the store the next day, but the online team had already gone home, so I was told that someone would call me today. They didn't.

Still, despite the annoyance and inconvenience, not having the shopping delivered has been an MSE bonus - I've now bought about two thirds of what I ordered, and in doing so have saved a further £9 from till spits. Take that, Sainsburys.

emay

Surely someone from the team should of been there, our manager or supervisor was nearly always in, even after everyone else had gone, just in case there were any issues that needed to be dealt with.

Storck

emay wrote: »

Surely someone from the team should of been there, our manager or supervisor was nearly always in, even after everyone else had gone, just in case there were any issues that needed to be dealt with.

Our department is empty after picking has been done and all calls are redirected to Duty manager.

Why have someone in there just incase when there is nothing else for them to do?