Sainsburysonline 

Failed to deliver 6 Items of shopping, contacted centre who were to contact shop and ring back in 10 minutes, a call that never came. E-Mailed, stated they would not be delivering the missing Items and I should go through order and let them know what was missing. I replied very unhappy they replied that my details were not recognised and I had to update my account e-mail (despite having responded once), I updated my old e-mail suffix (btinternet / btopenworld - same server!) but they continue to respond that my details are not known so they can't speak to me over e-mail. So no shopping no refund all in all really terrible service - using Trustpilot to let customers know how bad they can be.

I ordere some candles online for delivery, they did not show up on my booked in time slot. I phoned up as they were over an hour late to be told that they had sold out in store and I wouldn't be getting them. There was no phone call letting me know this, if I hadn't phoned up I would have never have known.

I was simply told by Colin in customer services that there was nothing I could do this is just one of those unfortunate cases where we won't be getting what we ordered. There is apparently a flaw in the system that when an item sells out no one tells the customer it just gets left.

Terrible experience.

I will shop in store only, and np unfortunately not at Sainsburys again, I didn't even receive an apology for having to wait in all afternoon.

I have shopped with Sainsburys online for quite a while now and up until just over a month ago never had an issue other than an item wasn't available.

Over the last month I have been getting a phone calls from Sainsbury's Online advising payment hasn't gone through I ask them to try again then and there and low and behold it goes through. The next week the same happens again and so on. I then ordered last night giving new credit card details knowing that there wouldn't be any issues, so the order was placed to be delivered between 17:00 - 18:00 hrs and as if by magic at 17:51 a call from Sainsburys stating the card hasn't gone through.

The was then an issue with the call and they got cut off so i quickly phoned back only to be told the payment hasn't gone through and we are sorry but you have now missed your delivery slot.

I have now been on the phone to Sainsburys customer services for over an hours trying to find out why its happening all the time and that I'm not having any problems else where when purchasing in shops or online all I got told that we will look in to it and for a good will we will give you a £20.00 voucher.

Thanks Sainsburys your defiantly not my "favourite ingredient" has anyone else had problems like this ?

I had, on occasions, did on-line shopping for electrical goods with Sainsbury's and it worked well (if you could navigate successfully through their dreadful website). Simply order on-line and then pick up your goods at your chosen shop. Well; they have pulled the plug on this and you now have to pick up your goods from the back of their vans in the car park (I kid you not). This is aggravated by the fact that the vans are now allocated times for arrival and departure and you now have to indicate which of these time slots you are going to show up to collect. This is so that your goods are put on the van. Miss your slot and say ''bye bye'' to your items as they are duly returned back to their 'depot'. Thereafter, apparently, your money is immediately refunded back to your card. Trouble is, these time slots are dictated by Sainsbury's which means there are times in the day that you are not able to choose - marvelous.

Another wheeze Sainsbury's have, which tantamounts to pure greed, is that they now charge 40p for a small plastic bag (that your items can be packed in) that would normally be charged at 5p in their shops!

Glad Sainsbury's are doing well that they can afford to alienate their customers.

I find the delivery service to be punctual, their replacements are optional and the delivery people are always very helpful.

Stale bread, inappropriate substitutions, nearly out of date produce, not convenient when you have to go to the store after your online shop has been delivered to get what you wanted.

I recently moved house and ordered a huge delivery of the neccessities to stock the new flat. Not one item was substituted, the delivery was on time and the man was very pleasant and helpful. I have never ordered from Sainsburys before but will definitely do so again.

*************** Please be aware if you order from Sainsbury's online you will be extremely disappointed, as when my daughter did half of her shopping was not delivered and she is still two weeks later waiting for a response from there rude online team. After phoning on 5 different occasions within a week also being told from a member they didn't know why they was ringing they had just been told to take a message, and waiting in for a new delivery which did not turn up either, Not only was it her first shop with them but she had also just purchased a house so this was her complete first shop ever ruined by Sainsbury's. After ordering the shopping we soon realised the amount of bad reviews they have on the internet. Be aware they just want to take your money and offer no customer service. very disappointed customer's mum and customer ************
NO STARS RATING BUT UNFORTUNATELY I HAD TO GIVE IT ONE STAR AS IT WOULD NOT LET ME GIVE NONE!!!!!!!!!!!!!!!!!!!!!!

Have ordered groceries regularly from Sainsbury for a couple of years. The website used to be easy to navigate with easy access to regulary ordered items, but this seems to have changed since they 'upgraded' the website. Now everything seems so much harder to find and their search facility misses items that you have to work twice as hard to find. While some items have full breakdown of carbs, fats etc, many do not which is a pain when you have to shop for a diabetic. My other gripe, is that halal certified food, including meat is not certified as such, so you have no way of avoiding such products. I definitely agree with other reviewers that online shoppers are fobbed off with food near their use by date, which is a major irritation and has made me wish I'd gone to the supermarket myself to avoid the problem. Otherwise, I've never been able to fault their delivery service which is always punctual, and on the few occasions I've had to contact customer services, I've always received a prompt refund and an apology. Also, items are nearly always available unlike another major supermarket I could mention that seems to have major supply problems.

I recently ordered a Samsung Galaxy Note tablet and a tablet cover from Sainsbury's online. The tablet has two security seals on either side the box and states "DO NOT ACCEPT IF SEAL IS BROKEN". Today I had received my fourth tablet and as with the last three attempts the seal(s) were broken. In addition to this the packaging that the tablet was in had also been opened and resealed badly! I was also aware that the delivery driver was rather suspicious in the manner in which he actually presented the parcel to me. After each tablet that I have received and had failed to adhere to the basic quality standard I rang the customer helpline to inquire about the next steps to be taken. The customer service that I received through ringing the helpline number was at a very high standard and very professional every time that I rang. Regretfully though the ordered goods were never at the useable standard.
The only saving grace was the level of customer service I received from the helpline!

We've shopped online for groceries with Sainsburys for years. It used to be a quick and easy process to place an order.
Now they've ruined, sorry, 'improved', their website. It's now plastered with gross, ugly banner adverts for "offers". Hidden away among these are your options to place an order.
Frequently bought items used to be in a list. This helped make the ordering process quicker. Now items disappear from the list at random. Not just the odd item but whole pages of stuff! Cleaning products in particular, for some reason, seem to be banned from this list. No matter how many times you order them they never appear on it. So now you have to use their appalling search feature to find things that before were on your list. No doubt a not so subtle way of making mugs like us, sorry - customers like us, see more things to buy so Sainsburys make more money.
What used to take about five minutes now takes ten plus!
The site is also now overloaded with spying/ tracking cookies that monitor what you're looking at and what you buy and don't buy.
Sainsburys are obviously looking to go down market with their tacky website and poor service. One look at this car wreck of a website and your first impression is, "This is a pile it high-sell it cheap outfit just starting out and trying to attract customers." Not that this is the website of an established business that used to promote quality.
They should have just plastered the grocery website with a single banner advert:
BUY MORE YOU MUGS - WE NEED TO MAKE MORE MONEY
At least it would have been honest!
Also the fresh items that you receive are often on or close to their use by dates. We received something last week that had a use by date of the day it was delivered! We're certain they offload these on purpose to online shoppers. As people shopping in store would reject such short dated items.
Sainsburys have let us down as previously loyal customers. But just as importantly, they've let themselves down.
So, Sainsburys, we're off to spend our money with one of your competitors.

I'm getting real fed up now with having to contact customer services when I've been sent a fresh product with a very short use by date. This week it's a chicken with just two days instead of the suggested five.

I also find that whenever products are substituted, it's always for something substantially more expensive.

Sainsburys did not recognise my details after 10 years of shopping on line. I gave up after several attempts It then woke up, let me in, and staggered jerkily amongst my usuals list. Adding to baskets was grindingly slow. Too many of my usuals were unavailable. I was told unhelpfully to look for something else. I asked for a floormop and was shown a hand spray . My hope of a quick gallop through my familiar shopping routine was thwarted. It seemed like the effort to oblige was overwhelming

My on-line Sainsbury's grocery order dated 19th December 2013 included 3 mini boxes of Sainsbury's Belgian chocolates, intended as gifts for friends. Fortunately I forgot to give them away and in January 2014 decided to start eating them myself, but just one or two chocolates a week. I then saw that one of the chocolates was covered in a white film and decided to check the use by date. To my astonishment the use-by-date was March 2013. I felt it my duty to alert other customers as I'd experienced headaches and tummy upsets since starting to eat them. I had a call from the Deputy Manager at the Hendon store who apologised profusely and offered me £30. I told him that I wanted to make other customers aware of the danger of eating the chocolates. He left it to me to contact their Head Office. I couldn't find an email address or phone number so ended up writing a letter. I have still not heard back from them.

Have contacted them 4-5 times for a refund after an online order and they just ignored me. Still waiting for a response
I will never ever shop at Sainsbury's again

I have has purchased from them again after last year is been fail for deliver and the same thing has happen and worse .. Been call to customer service for some help and wasn't help at all the first lady was alright be the secede one is horrible could say she is useless as after i tried to explain what it happen to my order, the voice on the line doesn't seem keen to helping at all soon the conversation has ended she hang up the phone so quick without any apologise, why and what should i give them a good review ?? After email has sent twice has nobody reply at all part of auto answer " we will get in touch to you as soon as possible " till now " none " The first of all last year i made per- order an xbox game 2 weeks later after the game come out is still hear nothing from them then i made the phone call and cancelled after they asking me to wait for one more week!! I try to put my self on the good side of thinking it may because of the missing in the post. One year after i have purchase again recently by bought load of drink with it cost me near 70 GBP but with some problem i have missing the time on deliver ( 7 pm - 8 pm ) which i accept after phone call right away and email to costomer service, no answer ( 9 pm ) as they maybe closed .. Then try again on the next day morning 10:30 am.. Somebody has answer and said the driver is can't find the address as it might missing detail or some reason ... BUT he has left the card " while you were out" in my post box !? And she said "we already cancelled your order" without email and not even't 24 hours yet !!?? And i ask how could that be and on the website being say i could re- arrange to deliver again which i have to accept it part of my fault and ready to pay again for deliver again and asked if the deliver will be the same cost as the one i has before the end of the line say " yes " i event confirm by amount of it. Then she is stop the cancelled and re-order again and i've tried to make sure all my order is still the same price but only pay again only for new deliver not that it would be useless to pay for the deliver again as that the reason why i'd order it online as it seem a good offers via the website instead to go to the store which is easier and quicker and no hassle!! After i have checked my email i got and email from Sainsbury that my order is cancelled i was worried and thought it will be any mistake with my new re-order so i have login to Sainsbury account and checked my order,what i found out it event worse , the order is still there but all the price is went up for everything even't for the delivery!! So i made a phone call immediately and became an unhappy and she said for the price went up is because of monday, they should have say so in the beginning before the re-order taken. I could say from now on that i wouldn't use the service from online store again ( in store are nicer ) and wouldn't recommend to my friends as i actually has posted the offer via social network, i will take it off after this review thought. By the way i have asked to cancel the order.. ( bye bye then quick hangup )..

I did a review recently, after purchasing from Sainsburys online. Have had no response, not even an apology. I said that the tinned and packaged products were good, but fresh products really weren't the freshest or best and explained why. I haven't even had an apology. Why ask people for comments on their online shopping, when you are simply going to ignore criticism and only pick out the good reviews so you can publish them - that's almost fraudulent.