Sainsbury's Grocery Chaos!

Cathyandtwins

Hi all,
I was just wondering who else is having problems with accessing their Sainsbury's grocery account at the moment?

A few months ago we were locked out, as they seemed to be changing login from account names to email addresses - this problem lasted a few days and nobody bothered to reply to my email query to their customer services about it. The only way we ended up being able to login was to download the iOS app and ordered via that instead.

Then a couple of weeks ago our order just didn't turn up - not notification, nothing!! After 30+ mins waiting on the phone to them we were told that they were short of delivery drivers and they eventually re-scheduled for the next day.

Then just 10 days ago I tried to place an order, only to find that my account was locked - trying Windows PC, iPad & Android phone. Numerous phone calls, live chats and tweets ensued and I have been told:

"As part of GDPR processes, we are marking customers' accounts for deletion if they haven't logged into the Sainsbury's website within the past three years. We are investigating why some customers' accounts, which are clearly still in use, have been marked for deletion in error. Will share further updates as soon as possible.
Unfortunately until the System Support Team rectifies this, we cannot get customers back into their accounts. In the mean time you can call our helpline and we can place the order over the phone for you."

Needless to say, my accounts is one of the ones marked for deletion, even though we use it to order food every weel!! Has anyone else had similar problems? I have an account with a delivery pass and all of my favourites on it, I want to make the most of the triple nectar pionts at the moment, but I can't access my account - NOT a happy shopper at the moment.

Thanks loads, Cathy :mad:

Bacman

If they delete your account why not just start again with a new account, as a "new customer" you could probably get their introductory bonus offer. They can't have it both ways after all!

Cathyandtwins

I have tried suggesting that to them, but so far have been met by the sound of silence!!

My next step is a formal complaint, but even that seems a challenge with Sainsburys, as everything goes through their Customer Services Team and they take AGES to answer emails - that it if you're actually lucky enough to get a reply!!

Sigh.... I'm just trying to juggle a busy life with getting some shopping... it really shouldn't be THIS difficult.

Cathy

maman

Not directly related but I have a Sainsbury's MasterCard. The billing system was being changed a couple of months ago and it was the sort of chaos you describe. No bills arriving, letters to add interest for unpaid bills that we didn't have... It went on for weeks, the switchboard was jammed and although we didn't pay the interest there was no apology or proper explanation.


I think despite the link with Argos, they're still in trouble. Probably because of trying to do things on the cheap and ignoring customers.:(


It seems the 'big' supermarkets just won't learn. The only justification they might have had for higher prices was because of the 'shopping experience' they offered. If they cut back on customer service what's the point in using them over a 'discounter'.