Sainsbury’s Delivery Disaster – Cream Leak Ruined My Order

FonsoBoy123

Hi everyone,

I’m hoping to get some advice or hear if anyone else has experienced something similar.

I placed a food order with Sainsbury’s on Monday 18th August for delivery today (20th). When the order arrived, one of the crates—containing all the dairy items—was a complete mess. A large 600ml pot of double cream had burst and gone everywhere. Every item in the crate was covered in cream, and it ended up all over my doorstep, floor, and rug inside the house as if you tried to pick any thing up cream was pouring from it.

I tried to refuse entire crate but drive was intimidating and insisted that I should wipe things and they would be OK.

So reluctantly we tried to salvage what we could, but many items were contaminated or ruined. Some were specifically dairy-free for my youngest son, and now they’re unusable. We had to throw away blocks of dairy free butter, smoothies, cream cakes, and more. I spent over an hour cleaning floors, shampooing rugs, and trying to wash packaging of items—something I shouldn’t have had to do.

The driver was eventually kind of apologetic and did mention a refund for “a couple of items,” but didn’t specify which. I contacted customer service straight away and sent them photo proof, but they told me they can't help and to message again tomorrow.

I feel really annoyed and don't think I should have had to accept crate in first place. Am I wrong?


I’m feeling really frustrated. I’ve done everything right—reported it promptly, documented the damage—and now I’m being asked to chase it up again tomorrow. Has anyone else dealt with this kind of situation?
Any advice on what I should do? There was atleast £30 of food in this one crate.

Thanks in advance,
Lucy

Mark_d

Sometimes the appropriate people aren't available...so go chase it up tomorrow.
I've had a pot of cream leak and I've has to wash things up before putting them away.  But your situation is more critical because your son needs food to be dairy-free.
I'd be very surprised if Sainsbury's don't recognise the seriousness of what happened and give you a full refund.

MyRealNameToo

Just be clear without being melodramatic that due to the allergies you had to take a more cautious approach than the average person may have to. Dont talk about it maybe killing your kid because that hasn't happened and melodrama never goes down will contact centre agents that have to listen to it a dozen times a day. 

I'd question the sense of storing items with an allergen in the same bag as some explicit excluding said allergen however not everyone buys things that are "free from" because of allergies plus the fact the cream was for you would point to the allergy not being as extreme as some... been on plenty of flights where they refuse to sell peanuts because someone has an allergy yet you are brining the allergen into your home. 

Contact centres are normally divided into specialist teams, whilst advertised opening hours may be 8am to 10pm that doesnt mean every team is available the whole time. Often the basic advisors are there the full duration but the more senior/technical/empowered staff are much shorter hours. In my claims days the claims line was 8-8 7 days a week, the policyholder claims team were 8-6 mon-sat and the injury and liability teams 9-5 mon-fri. 

FonsoBoy123

I should probably explain the full situation so you can better understand. 

My youngest son has a severe allergy to dairy. If he accidentally consumes even a small amount, he becomes extremely unwell. Because of this, we take every precaution at home—including storing his food in a separate fridge to avoid any risk of cross-contamination. We are meticulous about keeping his food safe.

At the same time, my husband has osteoporosis and has been medically advised to follow a strict high-calcium diet, which requires regular consumption of dairy products. His doctors have confirmed that dairy-free alternatives do not provide sufficient calcium for his condition.

This means our household must carefully manage both ends of the dietary spectrum. We rely on clear separation and safe handling of food to protect both of their health needs. Any contamination—like what occurred in this delivery—is not just inconvenient, it’s potentially dangerous.

I hope this helps you understand why we feel this situation is so serious for us.

saajan_12

FonsoBoy123 said:

Every item in the crate was covered in cream, and it ended up all over my doorstep, floor, and rug inside the house as if you tried to pick any thing up cream was pouring from it.

I tried to refuse entire crate but drive was intimidating and insisted that I should wipe things and they would be OK.
..

I spent over an hour cleaning floors, shampooing rugs, and trying to wash packaging of items—something I shouldn’t have had to do.

How did it cause that much damage if it was found immediately when the driver was still there? Surely it'd go all over the inside items first, so upon seeing that you lay down newspaper or put the whole crate outside and wipe or whatever before bringing in. 

Basically if you're looking for something for the cleaning effort / cost then I think you'll struggle. 

However if just a replacement of the items then may have more legs. 

MyRealNameToo said:

 plus the fact the cream was for you would point to the allergy not being as extreme as some... been on plenty of flights where they refuse to sell peanuts because someone has an allergy yet you are brining the allergen into your home. 

Well that's unfair - allergies triggered from the slightest smell is ultra extreme, particularly for peanuts which can crumble and tiny skin particles can carry. That doesn't mean anything less is 'mild' and I'd hazard the vast majority of severe allergy sufferers can be in the same building, just not consume. Being in the same house or bag is different to a liquid actually poured over packaging which may not be air tight eg butter packs. 

MyRealNameToo

saajan_12 said:

MyRealNameToo said:

 plus the fact the cream was for you would point to the allergy not being as extreme as some... been on plenty of flights where they refuse to sell peanuts because someone has an allergy yet you are brining the allergen into your home. 

Well that's unfair - allergies triggered from the slightest smell is ultra extreme, particularly for peanuts which can crumble and tiny skin particles can carry. That doesn't mean anything less is 'mild' and I'd hazard the vast majority of severe allergy sufferers can be in the same building, just not consume. Being in the same house or bag is different to a liquid actually poured over packaging which may not be air tight eg butter packs. 

So whilst protesting you are actually agreeing with me... I never said it was mild just less extreme as some others. 

I never questioned the need to dispose of goods that arent sealed, in fact I said the opposite, to point out the allergy without being melodramatic and hence why it was necessary to dispose of them. 

FonsoBoy123

The driver was pressuring me and did not give me time to go and get something to lay on floor to protect. 

He put crate right on my door mat out side front door. 

The driver was continuing to take things out of crate handing them too me dripping  inside front door. 

I have video footage and photos from my video door bell proving this. 

MeteredOut

OP, what outcome do you want?

With your evidence, I suspect Sainsubury's will offer to refund you for the goods you had to throw out. Would you be happy with that, or are you looking for compensation too?

I agree you shouldn't have had to accept the crate in your house in that condition; but you did.

FonsoBoy123

I just want a refund and Appology that's all.

Also I did not accept crate, driver gave me no choice. Each time I said I don't want to accept crate he said just wipe everything and it will be fine.

Then he started taking things out of crate and handing them to me dripping. I told him to stop and he wouldnt

MeteredOut

FonsoBoy123 said:

I just want a refund and Appology that's all

I expect you'll get both, and hopefully a little gesture of goodwill thrown in too. Please let us know how you get on tomorrow.

I'd be ready with the itemised list of items you had to throw out.