Sainsbury's Reviews 

This is my last experience with Sainsbury’s, too many better options available to keep me as a customer.

It’s my daughters birthday today, she’s having a few friends over for a slumber party so I placed my order to be delivered between 2-6 yesterday with all the party essentials. My order didn’t arrive. I called the number on my receipt and after a lengthy wait and a tedious automated service I got through to a call centre in possibly Pakistan/India, there were various feeble excuses give ie: “the vans lost” “can’t contact the driver” ….. then after 50 mins on hold and speaking to 3 different people in the call centre the solution that was offered was 8pm the following day which wasn’t solving the problem of a party with no food , I requested the store number and called the store, they were apologetic and reassured me they would do their best to have my order delivered by 2pm. The order arrived and I started to notice a number of items missing, I again called the store and ran through a huge list 20+ items missing…. They apologised again and said they would refund the missing items. Since the phone call iv had not a single email or correspondence confirming the conversation I had on the phone, no notification from my bank stating a refund has been initiated, nothing atal. Iv had to go to Asda and purchase the missing items spending further money and putting me out of pocket due to no fault of my own other than believing a reputable company would treat its customers with abit of common decency. The whole experience is below par compared to what the competitors are offering.

My order was booked for delivery between 9:30–10:30pm. At 10:30pm, I called because my groceries were nowhere to be seen. I was told the driver was running an hour late. No one called to inform me!

So I rearranged the delivery for the following day between 4:30–5:30pm.

I had already wasted my evening waiting for an order that never arrived. I asked to speak to a manager. I was told, very clearly, that the manager would call me back within 5 minutes.

Guess what?

No call.

So I called back at 10:55pm. This time I was told the manager wasn’t available, they were about to close and — unbelievably — my order had been CANCELLED.

Let that sink in.

After making me wait.
After giving me a delivery slot.
After making me rearrange my plans.
After telling me a manager would call me back.
After leaving me chasing YOUR company for answers.

You simply cancelled my order.

And nobody thought it necessary to properly inform me.

These groceries were also supposed to be used for my children’s lunch the following day. Because Sainsbury’s failed to deliver and then cancelled the order without properly notifying me, I was left without the food I had specifically bought for them. This wasn’t just an inconvenience — it directly affected my children and left me scrambling to make alternative arrangements at the last minute.

The attitude was absolutely disgusting. There appeared to be more concern about staff finishing their shifts and the shop closing than there was about a customer who had been left without groceries — including food intended for their children.

Your shift ending is not my problem. Your closing time is not my problem. Your failure to organise deliveries is not my problem.

I am the customer. I paid you. I made myself available. You failed to deliver.

And let’s not forget the substitutions. I was being charged more for substituted items than I had originally agreed to pay. Apparently I would receive a voucher to compensate.

No.

I didn’t ask for a voucher. I didn’t order a voucher. I ordered groceries. I paid for specific items. If Sainsbury’s can’t fulfil an order properly, that’s your failure to fix — not mine to accept.

What makes this particularly infuriating is that there was zero ownership. Nobody seemed prepared to say, “We’ve messed this up, and we’re going to fix it.”

Instead, I got excuses, broken promises, no manager call and ultimately a cancelled order.

I’ve had bad experiences with Sainsbury’s before, but this one is in a league of its own.

This wasn’t just a late delivery.

It was a complete failure of communication, accountability, organisation and basic respect for the customer — made even worse by the fact that the order contained food needed for my children’s lunch the next day.

Sainsbury’s clearly has no problem taking customers’ money. Perhaps it should put the same level of effort into actually delivering what customers have paid for.

You wasted my time, ignored my complaint, broke your promise to call me back, cancelled my order without properly dealing with me, left me without food for my children’s lunch, and then effectively shrugged your shoulders because you were closing.

That isn’t customer service.

That’s contempt for your customers.

Do better. Because this was absolutely pathetic.

Shame on you, Sainsbury’s.

I use the home delivery service and substitutions are poor. For example if you order two packs of six sausages and the flavour you order is out of stock, I get a single pack of six in another flavour. If you need twelve sausages, six is no good. Ordered some rump steak, was sent grill steak burgers!
Items are often very short dated but not highlighted on the receipt.
Trays that the shopping comes in are dirty and in desperate need of cleaning.
On the positive side, deliveries are always on time and the delivery drivers are always polite and cheerful.

You are our nearest supermarket, you are the best in the area, the best by far. When on holiday in our touring caravan...we Google where the Sainsbury's are ...we nip in, use our Nectar card .. job done. Thank you for being there.

Absolutely appalling service!!! Ordered twice, second time they just didn’t bother ordering. No communication from Sainsbury’s. I called after my delivery time, the advisor thought it was funny. Was told someone will call back, no one did. I called again the next day, asked for compensation for inconvenience then Roy (a manager apparently) was trying to negotiate a £5 voucher - asking if I want to waste my time to keep escalating it. They claimed the driver tried to deliver, and that they had evidence. Asked for it to be sent to me - months later, no one still got in touch. Filled out online forms for contact for them to be 1. difficult to fill out, as had to fill out details form order and each time they’d disappear, 2. no response. Would honestly rather walk to get my shopping than try them again. And will avoid Sainsbury’s for anything, at all cost! The least professional service I’ve ever got.

The last year the produce has been questionable. In the past you may have said more but had the quality. Now you get damaged items. Ridiculous substitutes if any at all. Short life, yet full price. So you return the short life items. Which possibly you would use if reduced in price. Instead they go back to be thrown. Doesn't make sense. Alongside damaged goods you end up having to go shopping as you didn't get the items you needed.shopping online and delivery, should be convenient for the Customer without having to go out shopping or it defeats the whole point. You make contact to raise your concerns and are regularly told it won't happen again. We apologise. It does so its just words really that have no meaning.
Sainsburys should focus on Customer satisfaction. Value for money. Each online shop should be picked with care and attention as if the pickers were shopping for themselves. It shouldn't be about just profit.

Its hard times for all so any money Customers spend at Sainsburys rather tgan any of the other supermarkets should be valued.

I have a delivery pass which I won't be renewing when it runs out. Sorry Sainsburys but you really need to up your game.

Sainsburys Macclesfield are selling twin pack 30 day fillet steaks bar code 0228031017778. Are they having a laugh!!! These are the worst cuts of meat I've had for a long time. Please be careful when you see these in Sainsburys. Im not sure how they are getting away with selling these as Fillet steaks for a£17.77. This is the Macclesfield store. Please please use Mark's and Spencer and pay just a little more and get a proper fillet steak. Totally ruined my evening as I was cooking my guests were shocked that this rubbish came from Sainsburys

Sainsburys are now excluding vulnerable customers from their online ordering service.
My father is 92 and has very poor eyesight and is not very tech savvy. It would appear that Sainsburys have introduced 2FA on their online accounts. Whilst my father can enter his email address and password, he cannot get the code via text - he can't see the, or email as he cannot manage switching between screens. And he has no clue on how to even change the option between phone and email.
Well done Sainsburys, excluding a vulnerable section of society. Really didn't think that through. Your call center clearly cannot comprehend the problem, my father tried. They were only going to exacerbate the problem by resetting his login details, go figure!

All round great service. Easy to book a delivery slot. Easy to use website.
Only my second delivery, but pleased that was substitutes and fresh food had good sell by dates

I've been shopping in Sainsburys for years and have always found it to be a pleasant experience. The staff are always helpful and attentive. The fruit and veg is usually of a good quality.
I think most supermarkets do the following, re-jig the shelves around. It is quite annoying having to look all over the shop for certain items.

The store is always a joy to shop in and the staff are always very helpfulò

EAST KILBRIDE STORE HAS A RODENT PROBLEM!!! DO NOT order food to be delivered from this store. A week ago I received my usual weekly food order and in one basket containing bread items, two packages had been partially chewed/ripped and the food was partially eaten with breadcrumbs scattered around the basket. Evidently this store has a rodent issue! I have tried numerous times to get them to deal with this complaint and they point blank refuse despite my photographic evidence! Now been reported to SLC trading standards for further investigation and evidence passed on. AVOID AVOID AVOID!

Helpful and efficient delivery

Reliable delivery and good quality products. Have used Sainsburys home delivery for many years. Never let me down. Food arrives on time, well-packed and good quality. Drivers always helpful and courteous. Very happy with service and hope Sainsburys continues this standard.

I’m absolutely appalled at my online shop delivered today!
The delivery guy was very embarrassed and apologised profusely. I’ve lodged a formal complaint with your customer services.
Chicken 1 day shelf life; Tiny Cauli size for a child;
Beef almost £4:00 more instead of £20 …£24. When it arrived it was screwed into a bag looking nothing like the perfect beef displayed online.
Onions so dirty I had to wash before putting away. Garlic that’s filthy dirty and falling apart.
A box of ice cream cones Crushed…. Every one broken.
I am totally disgusted with the low quality of the produce.
I will never shop online with Sainsbury’s ever again. I’ve had several instances of poor quality with Sainsbury’s this is the ‘last straw’

As Sainsbury's changed parking policy (£10 for 2 hours, free for 20 minutes), I tried online ordering.

I placed and paid the order with all items set to "no substitution". Sainsbury's substituted items, adjusted the price and automatically took a second payment from my credit card.

I filled in online refund request form but it said "The Order number you entered is not eligible for Groceries On Line order refunds."

I used the online chat and waited for around 30 minutes, then went to get a coffee and back in 5 minutes and saw their reply "It looks like you've stepped away from the chat, so I'll go ahead and close our conversation". I'm now waiting for their colleagues again (another 25+ minutes) and spending my waiting time to write this review.

It's horrible service level, much worse than Tesco / Morrison.

Great value delivery pass, friendly delivery drivers, clear and easy website.
Good range of products displayed on website, but quite often not available at delivery time. Substitutes are chosen well, meal deals are often affected by unavailable items or substitutes.
Use by dates of items for main meals are quite often short.

The most dreadful service and customer service. Didn't deliver our order, called customer service 4 times, kept telling me they would deliver at different times. Waited in time and again and no delivery. Zero communication, had to keep calling and getting left on hold. Will never online shop with Sainsbury again!

No reason for my score
Have always stopped or had delivery from Sainsburys not really had any complaints apart from. My local shop doesn't always have the quick self tills open so you have to que with the trollies

Fresh veg is a joke, cauliflower the size of tenis ball at £1-90, carrots that only last 3 or 4 days before wilting even in fridge, potatoes that are starting to rot from inside out ( Maris piper ).
Biscuits past their best before date, I could go on.