Do not use sainsburys online for groceries!!!

dasophster

In this area the Sainsbury's delivery slots are between £2.99 and £5.99 if it was free it would be even better but I find the savings we make with Sainsbury's outweigh the delivery charge. We do shop from Ocado as well but they almost always work out more, have had terrible experiences with Asda and Tesco so not keen to ever order from them again personally- others in other areas have had different experiences. I would call their customer services as they are excellent, their call centre is in Northern Ireland and they are so apologetic if anything is amiss it almost makes me feel guilty for bothering them lol xx

Edwardia

I would agree that getting a better substitution for the original price is a positive and that having to pay for a better sub is a negative.

OP can be forgiven for assuming that she'd get a better sub for the original price because that's what most supermarkets do, and I think we'd all have to 'fess up and admit that we don't always read Ts & Cs when we shop.

My experience of Sainsbury's is mixed. In the town we live in there are two Sainsbury's, one large, one small. Neither store picks for online orders, they come from another (large) store ten miles away. Orders I had from Sainsbury's turned up late consistently which is why I buy in-store now but I don't remember having subs.

I think the Sainsbury's delivery prices are steep on the upper end, not far off Ocado. If Sainsbury's really wanted to make an impression they would do a Waitrose ie minimum order £50 but free delivery.

Iceland is trialling online shopping again and if they do it in your area, it's £25 minimum order with free delivery. I've been using them once or twice a month and prices are pretty competitive eg Hayward's Piccalilli 89p cheaper than Tesco, Burgen soya & linseed loaf 50p cheaper than Waitrose.

But when Morrisons starts online shopping in January competition will get supermarkets offering deals hopefully.

fionajbanana

One of my friends works in a store that does the online picks. The puckers start work at 3am and most fresh and produce deliveries for the store happen between 4-5:30am. Hence why so many subs in those areas.

If the product which was out of stock at the time of the picking, then the product is then delivered, there is no system in place to put the product into the order if the order is still in store. Not too sure what the others do in this instance.

The shoppers need to pick within the offers. A few weeks ago, a colleague ordered the curry meal deal - 4 mains with rice and two sides for £10. She ordered 4 different mains. One of the mains was OOS. The shopper selected the same curry without the rice (not in the deal) and was charged £18.90. Why couldn't they pick another of the 3 curries she ordered? I once ordered with Tesco and some shower gel was BOGOF. I ordered two different fragrances and one of them was OOS, they send me two of the other fragrances.

Why can't Sainsburys do the same?

LolitaLove

fionajbanana wrote: »

One of my friends works in a store that does the online picks. The puckers start work at 3am and most fresh and produce deliveries for the store happen between 4-5:30am. Hence why so many subs in those areas.

If the product which was out of stock at the time of the picking, then the product is then delivered, there is no system in place to put the product into the order if the order is still in store. Not too sure what the others do in this instance.

The shoppers need to pick within the offers. A few weeks ago, a colleague ordered the curry meal deal - 4 mains with rice and two sides for £10. She ordered 4 different mains. One of the mains was OOS. The shopper selected the same curry without the rice (not in the deal) and was charged £18.90. Why couldn't they pick another of the 3 curries she ordered? I once ordered with Tesco and some shower gel was BOGOF. I ordered two different fragrances and one of them was OOS, they send me two of the other fragrances.

Why can't Sainsburys do the same?

My thoughts exactly! Seems crazy that they don't have a better system...surely if you advertise something and then don't supply it you can't then charge more? Or there should be something in place to ensure the deals are still applied, especially when it's nearly double the cost. I had a similar issue...I selected 2 meals for £5, one meal wasn't available so they subbed another meal that wasn't in the offer, so instead of 2 meals for £5 it cost almost £10. On a lot of sites you can choose whether you sub or not, it's weird that Sainsbury's don't offer this. Thanks for your reply

fionajbanana

LolitaLove wrote: »

My thoughts exactly! Seems crazy that they don't have a better system...surely if you advertise something and then don't supply it you can't then charge more? Or there should be something in place to ensure the deals are still applied, especially when it's nearly double the cost. I had a similar issue...I selected 2 meals for £5, one meal wasn't available so they subbed another meal that wasn't in the offer, so instead of 2 meals for £5 it cost almost £10. On a lot of sites you can choose whether you sub or not, it's weird that Sainsbury's don't offer this. Thanks for your reply

I should have mentioned in my prev post that my colleague rejected the meal deal, visited the store around lunchtime on her day off - delivery came just before 10am and all the curries she wanted were there! She has never done online supermarket shopping again.

Should be an option of if the deal cannot be done, don't pick any or the customer can pick a 2nd or even 3rd alternative themselves. Those alternatives apply across the offer. So if the customer needs to order 3 things for the offer to work - the alternatives must work for all 3.

~Chameleon~

LolitaLove wrote: »

Thank you, I might contact customer service to ask why they don't offer a service that's comparable with their competition....hopefully I can let as many people as possible know about their substandard service to prevent people from being conned as I have! Thanks again for your reply

I queried this with the driver as I too had more expensive substitutions on the rare occasion I shopped with them (to use a £15 voucher on a "new" account). He told me to complain to customer services because the more complaints they have, the greater the chance they will change policy on this. I called and told them this would be my first and ONLY delivery from them.

I also don't like the fact they give you a normal shop receipt rather than a printout as it makes it more difficult to check the cost of items on the doorstep.

Edwardia

On the matter of receipt v print-out, Iceland gives a print out and Ocado gives a print out which even groups the use by dates together so you see what needs to be used first.

LolitaLove

Edwardia wrote: »

On the matter of receipt v print-out, Iceland gives a print out and Ocado gives a print out which even groups the use by dates together so you see what needs to be used first.

Forgot to thank you for your post re. Iceland delivery, I wasn't aware they offered a delivery service so will definitely be looking into it, thanks for letting me know!

pawsies

fionajbanana wrote: »

One of my friends works in a store that does the online picks. The puckers start work at 3am and most fresh and produce deliveries for the store happen between 4-5:30am. Hence why so many subs in those areas.

Not true for all stores.

Willowpop

~Chameleon~ wrote: »

I queried this with the driver as I too had more expensive substitutions on the rare occasion I shopped with them (to use a £15 voucher on a "new" account). He told me to complain to customer services because the more complaints they have, the greater the chance they will change policy on this.

This is the best advice. If a company does something you don't like, TELL THEM! (likewise if they do something good, then tell them too)
If they don't know why people are not happy then it won't change. If they get enough complaints about the same thing then something will get done.