Sainsbury’s Customer Services

SomersetLass

Has anyone actually managed to contact Sainsburys Customer Services, and if yes, how?? I’ve tried email - they don’t answer emails anymore apparently, phone - your just left hanging and hanging and nobody ever answers, Twitter - you fill in your details and then you get a message to say ‘Someone will be with you shortly’ - still waiting, and ditto Messenger - I don’t know what else to try 😡

[Deleted User]

I would imagine that some customer services are under a lot of pressure due to staff being missing due to covid19 could you visit a store to get your problem sorted?

Ugg_Lee_Git

A PM I sent via Twitter last week was replied to four days later and required me adding "?" every 24 hours or so. I don't think anyone would have bothered responding otherwise.

A deputy manager I speak to regularly instore, recently told me falling profits and higher wage costs (due to minimum wage increases) has resulted in drastic staff cuts. He says its only a matter of time before counters (fish, deli and bakery) disappear altogether. 

dosh39

Last week I signed up one of their 12month delivery passes for which i paid £30.

Having subsequently discovered it's impossible to get a delivery slot, I decided to cancel it.

The website indicates you can get a refund by calling Customer Services within 14 days.

It seems that Customer Services can no longer be contacted by phone - you just end up with a repeating message. The message gives no indication of the queue length or how long you may need to wait. I have tried three times now. On one occasion I waited over an hour listening to the annoying recorded message and music.

They are continuing to sell a service they cannot provide and making it impossible to cancel.

This must be illegal under the Sale Of Goods Act.

dosh39

It appears to contravene the Consumer Protection Distance Selling Regulations. Here is a quote from the email I received after paying for the delivery pass:-

Under the Consumer Protection Distance Selling Regulations 2014 you have the right to change your mind and cancel your Delivery Pass subscription within 14 working days of purchase provided you have not used your Delivery Pass by receiving a delivery using the Pass during that that time. If the Pass has been used you may not cancel it.

If you have not used your Delivery Pass and decide to cancel it you must call us within 14 working days from purchase and we will issue a full refund. The refund will be credited to the card used for payment within 3-5 working days.  You will receive a confirmation email when the refund has been processed.

If they make it impossible to contact them within 14 days they are breaking the law.

dosh39

I just tried an email. That doesn't work either:-

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Thanks for trying to get in touch.  We’re sorry, but we won’t see your email as the below email addresses aren’t monitored:

- Customer.Service@sainsburys.co.uk
- OnlineService@sainsburys.co.uk 

We no longer offer email as a way to get in touch, as we believe we can support our customers better, and resolve issues more quickly, in other ways.

====

This is appalling Customer Service.

dosh39

I tried to phone Sainsburys Customer Services again this morning in an attempt to cancel my delivery pass.

You now get a long drawn out recorded message at the end of which it says something to the effect that they can't provide any help.

Then the phone line disconnects.

Even in the current situation, this is a disgusting way to treat customers. They could use telephone advisors working from home or at least respond to emails. Instead they are just ignoring inquiries completely.

I have written to their head office to complain. If that fails then it will be the small claims court.

dosh39

Some good news - the letter I wrote to Sainsburys head office did the trick.

They have now refunded my £30 delivery pass.