J Sainsbury plc - London

Timotei O.

It is ridiculous how your loyal Nectar Card holders sometimes get offers on very specific products - e.g. ”Sainsbury's British Whole Milk 2.27L (4 pint)” [SKU 181402] - but if the store in question doesn't have stock of that particular item at that time but they have for example got stock of an almost identical product right down to the same brand, size, and even price - e.g. "Sainsbury's British Semi Skimmed Milk 2.27L (4 pint)" [SKU 357937] - not even customer services online let alone managers in stores are apparently allowed to still add / honour those points, even if it has to be done manually (which I know is possible).  Really does make me question why I spend so much money at Sainsbury's each year when they have backwards policies like this, which in the long run can hurt the Sainsbury's brand image in the eyes of customers e.g. if they tell family or friends either online or in person.

Instead, for products such as your own brand milks, Sainsbury's should just make the offer available on any 'standard' Sainsbury's 2.27L (4 pint) milk; this would be similar to how I sometimes get offers on things like bonus points for "Any Jam, Honey, or Preserve - Includes marmalade, chocolate spread, peanut butter and curd".  Or alternatively just allow customer services online or managers in store to use their own discretion when it comes to something like this, even if customers obviously have to actually make the alternative purchase first and queue up at the Customer Service Desk in store afterwards, with the receipt as proof of purchase and show the offer live and added ("Saved") on their account on their phone.

Avinash B.

Former colleague review before JS moves HQ. I had the opportunity to work on some exciting projects with decent colleagues, making a real difference. Local supermarket Xmas working was also fun but hard work!. Enjoyed good discounts and maintained a decent work-life balance. However, the annual restructures were unsettling, and the brutal redundancy during the pandemic lacked the empathy one would hope for when leaving a job.

Jeanette H.

My advice to anyone considering shopping with Sainsbury's, is don't!

When a business thinks sending a substitute costing £202 for an item costing £62 is OK, there is something sadly wrong. Now I have to wait for my refund and constantly monitor my finances until it is processed. As for calling Customer Care, I wouldn't bother because they don't. All they do is read from a script. Just try to speak to a manager, you can't.

RDRCK E.

This is all in relevance to you all appalling customer service lines and your Hayes store who dont seem to want to take anything seriously... so hopefully posting it here will help get the attention needed!

Update October 23

Today (30/10/23) I placed a delivery from the store to be sent to me same day between hours of 6-7pm and once again everything was confirmed on to get an email at 2pm telling me “due to an unforeseen circumstance my delivery cannot be sent out” another poor example of service! Called through to the number provided and the level of service continues to horrify, not only was the person on the phone sarcastic! They literally sounded like a robot on repeat apologising for the inconvenience with no viable solution to my problem! I was offered £5 compensation for my troubles which frankly is an INSULT considering you charge people 6.50£ for delivery! This was later upped to 15£ but still pretty insulting considering I have to go out of my way once again to rectify your companies lack of going the extra mile! I asked to speak to a manager twice, to be told they are not available, but that they would contact me in 15 minutes!

Considering the profits you make as an organisation the way you treat your customers is appalling! If it wasn’t for you being part of the avoid scheme I would literally shop elsewhere!

previous visit

I’m not one to post on supermarkets but given expected service levels in today’s world I couldn’t help but share my experience. I am a person of convenience and I do utilise technology to my advantage to make my life easy especially where shops offer a click and collect or delivery service. So I thought why not give it a go… placed order day before for a 7-8am collection next day.
Turned up to the store 10 minutes before opening and I was the second to be served at customer service. Lady called through to the “experts” to get my order stating it will take “a few minutes”… 5 mins of waiting I informed her I will wonder off to check the Home department as I waited… came back 5 mins later, still nothing. Only to find I was approached by another representative asking me for my name once again. Asked if it had been picked, to which he responded “yes”… half an hour into 7am and I am still hovering at customer service.
For a service which you charge £4.50 and then 50p if you spend more than a certain amount this is appealing, as a person who appreciates their time, I would of picked this myself in less time without the annoyance of waiting around twiddling my thumbs. If you are not able to accommodate a 7am collection, why in earth offer it! This was a very bad experience and not convenient at all! Absolute waste of my time, and what a waste of resource!

I’ve now used two of the services you provide and in the space of 9 months you’ve let me down on both occasions! If your company especially this store is that incompetent at delivering on customer paid for services, then you should not really be offering them!

Sarah H.

Have to request VAT receipts via customer services & they don't get sent for 15 days - sometimes not at all and we have to request them again. Please make VAT receipts available online if you want to retain business customers.

Ian K.

Sainsburys customer service in Wandsworth 45 garratt Lane sw18 is getting awful had to get a new mobile phone charger but because the box had been opened won't exchange it had to get another charger apparently anyone who can't tell by looking at a picture on the box and know it is the right one is a idiot can't exchange if the seal is broken can't check if it's the right one without opening the box.
I've worked for Sainsburys in the same store when it first opened. Sainsburys don't care about customers anymore seems once they've got your money now F off. How are customers supposed to know what connector goes with each phone. No customer assistance around to ask for assistance. As a local guide in Wandsworth I'll recommend sainsburys Wandsworth for food but nothing else from sainsburys.

C M.

I made contact via postal mail with the Chairman Mr Scicluna, Chief Executive Mr Roberts and Head of HR Miss Kapilashrami, in regards to appalling phone customer service that started from July 27th 2023. The correspondence was sent recorded delivery so they all received the letters. In addition, I put my email address on it for further contact.
I sent a formal complaint to an incident in one of companies local supermarkets.
I have not received any acknowledgement of the treatment I received from their phone team, although there was an acknowledgement from the local supermarket of the incident. I felt/feel dismissed and the behaviour was abusive from the customer service team. At one point they did not even forward my complaint to the relevant parties and the email address to make a complaint, did not work.
This may be the acceptable culture of being treated with discrimination, as not even an apology has been extended to how the phone team treated me. Thus I will be shopping elsewhere.

Bioscope ?.

They are not maintaining their opening and closing time from head office instruction or Website Sainsbury Local poole near to 52 High Street poole ..They are always closing before 10pm but they Website closing time is 10pm
.They should not right to close 15 minutes earlier..I hope head office should to know it and take a action 😉