Sainsburys - Bad Customer Service.

Leblanc_2

We did an online grocery shop with Sainsburys. Essentially because we are quite mature, live in a flat, and a largish grocery shop helps with the weight element.

Part of the delivery was 2 boxes of 6 litre cartons of UHT milk. The first one we opened was sour, and we didn't want to test the others because once opened the milk has to be consumed within a few days.

We requested an uplift and re-delivery of the 2 boxes of UHT milk. Customer services said that a re delivery was not possible that day despite us reporting the problem in the morning. They then said that they could not guarantee delivery the next day, because it was down to the local store to organise. I asked to be put through to the local store and was told that they could not guarantee delivery the next day. it would depend on other customer orders in the vicinity, and that I would have to wait for a phone call the next morning to confirm availability.

When I pointed out to Customer Services that in their online system there was virtually a full page of one hour delivery slots available the next day and that I could pick my hour slot quite easily. They agreed that this was the case but that I would have to order a min of £25 of groceries and pay the delivery charge. They could not even respond coherently to the anomaly of this situation.

So the crux of the matter is that despite having bought and paid for delivery of certain item(s) that turned out to be unsatisfactory, Sainsburys were not prepared to re-deliver the items unless they had a delivery in the area, so that it was at minimal cost to them. This is not at all satisfactory and not what I expect from a grocery delivery service.

I informed Customer Services that I would in future be using a competitor for my groceries and that I would be posting my report online. The person was unconcerned.

Be aware that Sainsburys are not prepared to put the customer first and provide a satisfactory delivery service if it costs them to rectify what is their problem. This appears to be standard practice and can impact anyone in this situation.

tomtontom

Why are you not opening the other box of milk, is it out of date? The store has explained why they cannot redeliver tomorrow, they will only do so if they have another delivery in your area. Seems fair enough to me.

ThumbRemote

tomtontom wrote: »

The store has explained why they cannot redeliver tomorrow

No they haven't...

tomtontom wrote: »

they will only do so if they have another delivery in your area. Seems fair enough to me.

...they have given a reason why they will not.

The store are choosing to implement poor customer service.

peachyprice

I confused, you say you can't open another carton of milk because it will only last a few days, but you need the milk to be redeilvered. Why can't you just open the milk and use it until they can redeliver?

You either need the milk, or you don't.

Leblanc_2

tomtontom wrote: »

Why are you not opening the other box of milk, is it out of date? The store has explained why they cannot redeliver tomorrow, they will only do so if they have another delivery in your area. Seems fair enough to me.

The UHT milk is part of a batch. There is a distinct probability that the entire batch will be sour, for whatever reason. However, if the next carton opened is not sour, can we assume that the remaining 10 are ok? It is taking a chance as you can discover some weeks later that a quantity of the others are sour. We cannot open them all to check, because even though the milk is UHT once opened it still goes off as standard.

Our preference is therefore not to take the chance and return the 2 boxes of 12 litre cartons.

If you believe that Sainsburys are operating fairly under the circumstances then that standard is acceptable for you. I completely disagree, and expect better customer care and service.

Leblanc_2

peachyprice wrote: »

I confused, you say you can't open another carton of milk because it will only last a few days, but you need the milk to be redeilvered. Why can't you just open the milk and use it until they can redeliver?

You either need the milk, or you don't.

See my answer.

rustyboy21

But the chances of all of them being sour is slim. It could just be that the particular carton of milk, could have a hairline split in it, that the rest don't have. The shrink wrap around the pallet, may have been cut with a Stanley knife and that particular carton was nicked by it.


It wont cause any issue with opening all of them, if need be and seeing if they are sour, Sainsburys will take them back anyway. They wont be bothered if a couple of them will have been used, if they are ok. They will either just swap the sour ones over, or give you the 6 pack in exchange, even if there is one left. Also the chances are that the replacements you get will be of the exact same batch, as the ones you have, they will most likely get more than pallet in at the same time.


IMO, you are being a little over dramatic here. They will sort it out, they are a good company, just try and chill out and have a cup of tea, after opening another carton.

Leblanc_2

rustyboy21 wrote: »

But the chances of all of them being sour is slim. It could just be that the particular carton of milk, could have a hairline split in it, that the rest don't have. The shrink wrap around the pallet, may have been cut with a Stanley knife and that particular carton was nicked by it.


It wont cause any issue with opening all of them, if need be and seeing if they are sour, Sainsburys will take them back anyway. They wont be bothered if a couple of them will have been used, if they are ok. They will either just swap the sour ones over, or give you the 6 pack in exchange, even if there is one left. Also the chances are that the replacements you get will be of the exact same batch, as the ones you have, they will most likely get more than pallet in at the same time.


IMO, you are being a little over dramatic here. They will sort it out, they are a good company, just try and chill out and have a cup of tea, after opening another carton.

What happened to the cup of tea.......................and sympathy?

rustyboy21

No Sympathy I am afraid. Just common sense and re assurance on the rest of the milk. If all of them were off and sealed units, they would have blown. The milk turning sour, would create gas, which would blow the cartons up. Left long enough, they would explode in your flat, leaving in their wake, a kitchen full of cottage cheese !

peachyprice

Leblanc wrote: »

The UHT milk is part of a batch. There is a distinct probability that the entire batch will be sour, for whatever reason. However, if the next carton opened is not sour, can we assume that the remaining 10 are ok? It is taking a chance as you can discover some weeks later that a quantity of the others are sour. We cannot open them all to check, because even though the milk is UHT once opened it still goes off as standard.

Our preference is therefore not to take the chance and return the 2 boxes of 12 litre cartons.

If you believe that Sainsburys are operating fairly under the circumstances then that standard is acceptable for you. I completely disagree, and expect better customer care and service.

You could open one and if it's not sour you can use it, the remainder can then be returned when they redeliver, or when you have your next order delivered, or when you can return them to the store yourself.

Refusing to open another carton and expecting an immediate de-delivery is just being awkward for the sake of it.

Leblanc_2

rustyboy21 wrote: »

No Sympathy I am afraid. Just common sense and re assurance on the rest of the milk. If all of them were off and sealed units, they would have blown. The milk turning sour, would create gas, which would blow the cartons up. Left long enough, they would explode in your flat, leaving in their wake, a kitchen full of cottage cheese !

Ah well, tea no sympathy, but some cottage cheese! Better get the crackers out!

Oh no, the crackers are all broken! Better get Sainsburys to re-deliver a packet with the milk!!!