Disgraceful Service From Sainsburys.

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Griffin

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I am livid with Sainsburys. What was a small effort to make my life easier has instead taken up two days of my life, half a dozen phone calls and still I haven't got all my shopping :angy:

On Sunday night I decided that I didn't fancy taking Georgia to Sainsburys in Swindon so thought I'd do my shopping online and have them deliver it for me. The only delivery slot available was 8-9pm on Monday. That suited me just fine, Mr GG would be home to unpack all the shopping leaving me to see to Georgia. Yesterday lunchtime Sainsburys phoned to say they had made a mistake and would it be convenient to deliver my shopping between 5 & 6pm? Not really but it'd have to do. It meant not bathing Georgia at her usual time and disrupting her whole bedtime routine (and boy does Georgia like sticking to it!). He said they'd give me a £10 e-voucher to use on my next shop as compensation.

I waited...............and waited a bit more................ 6pm came and went. I presumed they'd cocked up and that my shopping would arrive as planned between 8 & 9pm. It did not. At 9pm I phoned them yet again. They apologised profusely, gave me another £10 e-voucher and promised me that my shopping would be here between 10 & 11am. By this point we had no milk, eggs or bread left. I had nothing to feed the children for breakfast apart from fruit and yogurt and no bread with which to make sandwiches for their packed lunches today. Our local shop was now closed.

I gave the girls money to have a school dinner today (£1.80 x3) and waited for my shopping. At 11am it still wasn't here so I made yet another phone call and was told it'd be with me in twenty minutes, and was given yet another £10 e-voucher.

At 11.50am it arrived. Minus all the frozen items :angry: So I called Sainsburys yet again and they have promised to deliver the rest of my shopping sometime today. I do not hold out much hope, and tomorrow I'll have to take Georgia with me shopping after all.

I've told Sainsburys I do not want their e-vouchers, I want the money refunded back onto my Visa card instead as there is no way on earth I'll be using their delivery service again!

It should've been so simple :cry:
 
Griffin don't go-contact the shop go to head office via email and tell them what sort of monkeys that they employ!!!!!! I think you'll get a better service from H-Q.........
 
I think you are being hard on them Griffin. They have obviously cocked up, but I would imagine the nature of the service is such that occasional cock-ups can be expected. Most people would be reasonably ok with a pay-off of £30 plus for the shopping being delayed, obviously your own personal circumstances are such that it wasn't adequate. At least they have acknowledged their responsibility and made a token to appease.
 
I would recommend most strongly that you write to:

Ms Gwyn Burr
Customer Director
J Sainsbury Plc
33 Holborn
London
EC1N 2HT

and tell her your story. They will want to know where their system is going wrong.
 
I spent an hour online with Sainsbury's before getting to the end and finding out that they don't take Solo cards.

Tesco's, despite not having a store within 15 miles of me delivered no problems.
 
Originally posted by Melendez@Nov 21 2006, 03:37 PM
I think you are being hard on them Griffin.
No I'm not. I have nothing but praise to the three individuals I have spoken with at their call centre. They have done nothing but be as helpful as possible. God only knows who is responsible for all the other cock ups though but I am assured that heads will roll.

The frozen stuff arrived at 4pm. The last time I used Sainsburys to deliver my shopping was almost five years ago. It was the day before Christmas Eve and again, I was avoiding the shops due to a baby (Emily was 3 months old). Half of my shopping was missing as they'd sold out so on Christmas Eve Mr GG and I braced the shops with a baby, a two year old and a four year old. It was not a joyous event as you can imagine. This was the first time I'd used them since. I will never ever do it again!
 
I started using online shopping Griffin when I worked very long hours. I stopped because of the amount of mistakes that were made. They were sending alternatives eg. potatoes instead of bread. I can imagine the people picking the orders were not familiar with going shopping. Also the fruit and veg was always just about to go off, and it appeared all the pre packed food was very close to it's sell by date. I decided to do the shopping myself and now just avoid weekends and all the busy times. That said, I don't have young children to take, which I can imagine with a very young child/children must be hard work.

I agree you should complain to the store, as someone must be able to correct all the mistakes and investigate how the whole system seemed to completely malfunction several times on what seems a pretty straightforward delivery.
 
Originally posted by PDJ@Nov 21 2006, 04:49 PM
I spent an hour online with Sainsbury's before getting to the end and finding out that they don't take Solo cards.

:lol: Sorry, but that is funny. If it was me i would have been fuming too.

I shop with Tescos online and have never had a problem.
 
Originally posted by Kathy@Nov 21 2006, 05:45 PM
I agree you should complain to the store
Not at all - she has had enough trouble trying to sort out the store. She should get in touch with Ms Burr at the Holborn central office.
 
Originally posted by BrianH+Nov 21 2006, 06:52 PM--></div><table border='0' align='center' width='95%' cellpadding='3' cellspacing='1'><tr><td>QUOTE (BrianH @ Nov 21 2006, 06:52 PM)</td></tr><tr><td id='QUOTE'> <!--QuoteBegin-Kathy@Nov 21 2006, 05:45 PM
I agree you should complain to the store
Not at all - she has had enough trouble trying to sort out the store. She should get in touch with Ms Burr at the Holborn central office. [/b][/quote]
I will be writing a letter to Ms Burr, thank you for finding her contact details. Our printer has packed up so I'll be resorting to the old fashioned method of a pen and notepaper tomorrow.

I don't even know which store is responsible for my nightmare experience.
 
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