MSE News: Sainsbury's to axe its mobile service: What it means for you

biscit

How did you contact Sainsbury's mobile?

biscit

https://twitter.com/sainsburys/status/709756726115966976

colb15

I've called them on three occasions and have been given the same excuse each time. Technical issue and they are looking into it. Think it's disgraceful behaviour by such a large organisation. Don't know why but it really angers me. Is there anywhere I can complain about this.

Mee

Is this something we can flag on Twitter or with Money Box?

biscit

Well I've done it on twitter and got nowhere.

verntern

When all else fails, a good old fashioned letter with the Queen's head stuck on the envelope can.

I was owed £20.10 for unused credit. Offered Sainsbury's vouchers, Nectar points or cheque in lieu. I chose a refund by cheque and the phone operator said it would be noted on my account for when the service closed.

Ha, ha. Nothing happened. Emails unanswered, online requests ignored.

So, decided to ignore Mobile by Sainsbury's and wrote, yes a real letter, to the CEO of Sainsbury's. First letter got no response. So, sent a second letter (I have time on my hands) and eventually got a phone call, apologising, and eventually received my cheque.

Persistence can sometimes right a wrong.

Runner262

Update - after posting on Twitter about the problem of double Nectar points not forthcoming and letters of complaint I finally appear to have got somewhere (famous last words!).
On Twitter @Sainsburys did acknowledge my complaint but declined to assist as it was a Sainsburys Mobile issue, they wouldn't even pass my complaint on to Sainsburys Mobile who ignored my Twitter communications.
Letter of complaint then sent by email and Royal Mail to the Customer Experience Manager at Sainsburys HQ in London - again ignored so I took once again to Twitter and finally their complaints department acknowledged me, gave me a complaints ref number etc and said they would deal with it. The result a call from Daniel in the Mobile By Sainsburys customer care dept - yes there is still a "technical" problem with all double Nectar point deals such as Sainsburys Mobile and no fix date but he would manually credit my Nectar account with double points from mid-January-current date and ensure that I would receive double points for the next 3 months by some non-specified method. We shall see!
Pretty shoddy customer care by Sainsburys to say the least.

Runner262

Needless to say promised double points haven't been applied to my account!

biscit

My impression is that the social media team think everything Mobile by Saisnburys is the problem of a separate division- which has actually been all but disbanded and rolled back into the main Sainsbury's team.

biscit

Here is the exact text Mobile by Sainsbury's sent to all its customers on 14th October 2015:

Mobile_by_Sainsbury's wrote:

Hello, We're sorry to let you know that unfortunately Mobile by Sainsburys will no longer be available from 15th January 2016. There's nothing you need do right now, but for more help and info visit www.mobilebysainsburys.co.uk.
We know we've let you down, so we're giving you double points on all your Sainsbury's shopping and your fuel too. This will be for a full six months after the phone service ends, until 14th July 2016. We've also added £5 to your linked Nectar card.