Sainsburys online supermarket shop

recovering_spendaholic

I have just had delivery of a Sainsburys supermarket shop for the first time in over a year. I was so disappointed because 15 items were unavailable/substituted and they were all of the items which were on special offer, two items were just not what I had ordered with no explanation and Butter was listed as 58p on the order form but was 78p on the receipt. I rang to complain because now I will have to go out to the store to get the stuff I wanted and the girl on the phone couldn't have been less interested and said "Oh sorry about that, I'll pass your comments on but the manager is off today, thanks for calling" and put the phone down. Does anyone else have problems with online supermarket deliveries?

Ivan_Konstantinov

tesco are BAD :mad:

Dave_S.

I've never used the Sainsubry's Online shopping, but, based on your experience, it seems pretty awful... as a member of staff, I can tell you that we're always told to offer an alternative product. I guess that's what Online do too!

Which store did you phone? That reply is completel unacceptable; you should either write in, or phone again, and ask to speak to the Duty / Store manager.
If you follow it up, in all honesty, you'll probably just receive a standard apology, and a £10 Goodwill voucher.

I've not really heard of any reviews from Online Delivieries from Supermarkets .. I guess it's one of those 'try it and find out' things...

nanamags

I've never used Sainsbury's only Tesco. The Tesco driver always tells you about substitues and takes them back if you don't want them. I always phone the customer service number if I need to complain about quality or incorrect pricing and they always refund without question.

pabenny

I see Sainsburys have not changed. It's a couple of years since I tried them and that was the sort of performance that I got. Lots of substitutes or unavailable items. I've had similar experience with Asda, too.

Tesco are generally fine, although my deliveries always seem to be early or late.

There's no doubt in my mind that Ocado are the best although they are also more expensive. Their system means that expected out of stocks are flagged before you submit your order. I've only ever had one item substituted and it was a sensible replacement.

With all the supermarkets, the goods are picked from the shop floor, if they've run out or just the shelves haven't been replenished, you don't get what you wanted. Evening deliveries are typically picked mid-afternoon, and that's when the shelves are emptiest.

newlywed

Did you ring the number of the store of the customer services number for home delivery (they are more helpful and issue vouchers for money off next order).

I have had a nightmare with them only delivering half and then driving off and waiting 3 hours for the rest of the shopping - not amused. Also had them once where they never turned up - had to wait 2 days before I was in for the timed slots.

Now I only order stuff I know I don't need for at least 3 days so I can get it myself if it doesn't arrive - that's if I do an online shop :rolleyes:

recovering_spendaholic

I rang customer services today but got the same sort of spiel - they said they had refunded me for the stuff I had refused but that was it - no offer of a goodwill voucher or even a refund of the delivery charge. I won't be using them again that's for sure - I found Asda to be similarly bad and so never use them either. I agree that Tesco are better, and that Ocado are the best - shame they are so expensive though. I am currently trying to use up the contents of my overflowing cupboards and fridge freezer at the moment and am not doing any supermarket shopping for a while!

goldbyron

I would e-mail the main Sainsburys online shopping system. I have complained several times about the above - I usually receive a £10 on line voucher.

ray123

If the staff are rude or unhelpful on the phone, you can always ask for their name and team number (a unique number that can identify that person - important, if they have a common name like david, John, etc,) and if their attitude still does not improve, ask to speak to the manager. If you are told that he/she is busy, do not take no for an answer. Ask for their superviser.

When speaking on the phone you should always make a note of the person you are speaking too (name, team number and department) and also the time of the call. It is very useful when complaining about staff and also about the amount of time you spend on HOLD! If you make a point of letting them know you are recording this information, he/she would be stupid to mess you round.

If the manager is unhelpful then you can always write a letter...
I hate it when you go somewhere and the staff are unhelpful, it puts you off buying from that shop...

Tell the manager you will be going to Tesco if the servie does not improve!

0501clair

Hi I did my first ASDA online shop last week and exactly the same thing here. They sent me all the ingredients to make my lasagne except the mince, how can they run out of mince!! Not even a replacement offered, hence we had pizza for tea.