Sainsbury's Customer Service Issues

Subject: Request for Company Health Risk Assessment Regarding Mandatory Mask Use Dear Sir/Madam, In light of the recent UK government mandate on masks/face coverings in supermarkets and shops starting July 24, [redacted], I kindly request a quantitative Health Risk Assessment from your company. This assessment should cover risks related to dyspnoea, hypoxia, hypoxaemia, hypercapnia, and mask bacterial accumulation for individuals, including both customers and employees, in non-sterile environments. I have not been able to locate this document on your website or in any customer service materials. Thank you for your assistance, and I am eager to receive your response. Best regards, Martin D. Email: [redacted]

I am writing on behalf of my sister, Mrs. Yvonne Heath, at 7 Cavell Court, [redacted] Garratt Lane, Tooting, London SW17 0NB. She is a pensioner who frequents your Tooting Broadway store. She relies on the bonus points on her Nectar card for her Christmas shopping, but since January, she has not received any points either at the tills or by post. Mrs. Heath is a loyal customer with Nectar number 9[redacted] 8[redacted], visiting your store most days and spending an average of £10 per day. Despite her appreciation for your products and helpful staff, she feels let down and unappreciated for her loyalty. She seldom complains but is dismayed as she counts on her points for Christmas. She hopes to receive an explanation for this lack of reward soon. Thank you.

I'm reaching out here as I'm experiencing difficulties with my Sainsburys account. I'm unable to make payments on my loan or credit card as I'm unable to access my online banking. Unfortunately, I no longer have access to my old mobile number, which is causing issues with the verification process. Without the ability to receive the 6-digit code sent to my old number, I'm stuck. I'm also unable to update my contact number since I don't have any other phone to switch to. It would be helpful if Sainsburys could implement a two-factor authentication method that doesn't rely on a phone. At the moment, contacting Sainsburys Bank is proving to be quite challenging due to my current phone situation and hearing issues.

My delivery arrived at 8 p.m. tonight, but unfortunately, I did not receive six to seven items due to the no substitute preference I had selected. Although I had agreed to accept the pears as a substitute, they were missing as well. I have received substitutes in the past that I did not approve of but had to keep as I cannot go to the store. The missing items tonight were essential for me. Do you have any suggestions for my future orders? I hope that my orders are not considered unimportant or infrequent. Thank you.

Today, I visited the customer service desk at Sainsbury's Rayleigh Weir store. I observed an elderly gentleman experiencing difficulty with his card payment. The assistant repeatedly informed him that his card was declined and he didn't have enough cash to pay for his groceries. Seeing his confusion, I intervened and along with another kind customer, we covered the cost of his shopping. The gentleman left the store in a disoriented state. Shockingly, the assistant mentioned that this occurrence was a daily one as the man's card was blocked. We inquired about any welfare support available at the store, but none was accessible. Fortunately, after pressing the issue, another assistant agreed to escalate the matter to their manager. I am deeply concerned about the well-being of the elderly customer and hope that the store can provide appropriate assistance in the future to prevent similar situations from happening.

Hello, I'm Chloe Reidy. On July 24th, I contacted customer service regarding an issue with a pizza I purchased from the Woolwich store. While my 3-year-old niece was eating the crust, she found a rusty pin in it, which was still very sharp. I am thankful that she was not hurt! I have been in communication with Mark from head office, who mentioned that the store sent the pin for testing but it was lost as they didn't provide a tracking number. Mark mentioned they can only offer me £60, which I haven't received yet. I've been on hold for over an hour with no success. I would appreciate a written apology letter and vouchers for the store as compensation since the current situation isn't fair. Thank you.

I used to have an @onetel.com account which Onetel ceased supporting. I believe I changed it to my current email, [redacted], but I am unable to access my Onetel account as it does not recognize the password. I receive Nectar emails regularly on my new address, which I've had for about 5-6 years. In March, I tried to register as a vulnerable person for home delivery but couldn't due to the password issue. Other companies have recognized my situation and offered priority slots, but I still want to access my original account. Trying again now, I'm facing the same challenges. Registering for 'Click and Collect' requires a new email, which I prefer to avoid. Phone calls to resolve the issue fail to connect. I need help resetting my password to access my account.

Good evening, As a new customer, I received my first delivery today. I was disappointed with some of the items and the offered replacements. Money is tight, and I didn't feel I got value for what I paid. For instance, I ordered a pack of chicken expecting 6 breasts to feed my family of 3 for multiple meals, but I only received 4. Similarly, the Coke Zero was supposed to be 24 cans for £8, but I received only 8 for £4. The bags of fruit weren't great either, as some were replaced with apples and grapes, with the grapes turning out mushy. I just wanted to let you know about my experience. Kind regards, Marcy Beaton

My delivery was scheduled for last night, 23.10.20 between 9-10pm. The driver called at 9:05pm, explaining that his Sat Nav was broken and he couldn't make the delivery. Despite offering clear directions, he refused to attempt it. Sainsburys customer service promised a call back by 11pm but I never received one. Speaking with Nicky this morning, she downplayed the issue and made excuses for the driver. I felt my complaint was not taken seriously and decided to cancel the order out of lack of trust in Sainsburys. The behavior of the driver and the lackadaisical response from the call center have left me deeply disappointed. I wonder if Sainsburys truly values its customers and if this level of service is common.

I received an email from Persil offering a £2 coupon at Sainsbury's. When I tried to redeem it at my local store in Barkingside, I encountered issues. The email prompted me to input my location and select the nearest Sainsbury's, but despite being in the store with WiFi on, it still didn't work. Even the store manager couldn't resolve the problem. I recommend investigating this matter as it was frustrating to miss out on the discount after spending nearly £80 in-store due to this offer. If you are partnering with Sainsbury's for promotions, please ensure they are functional. This experience has made me hesitant to use vouchers at Sainsbury's in the future.

Dear Sainsburys, In light of the PM's announcement of a second lockdown, I understand that there is a surge in online delivery slot requests. I have been assisting my 92-year-old mother-in-law with her groceries, trying to prevent her from going to the store. However, I am struggling to secure a delivery slot for her. Are you prioritizing elderly and vulnerable customers for delivery slots to ensure their safety during this time? She is a loyal Sainsburys customer, but her safety is my top concern. I will explore other options if necessary, but I prefer for her to continue using Sainsburys. I would greatly appreciate any assistance you can provide in this matter.

It is currently 10:45 PM on Sunday, November 1st. I received a delivery around 10 PM tonight. I had ordered 2 sets of 12 second-class stamps but was pleasantly surprised to receive 2 sets of 12 first-class stamps instead. Unfortunately, when I checked the Co-op bag where the stamps were placed, I only found 1 set of 12 first-class stamps. I paid for 2 sets and would like a refund of £9.12 for the missing stamps. As a loyal customer of Sainsbury's, I am disappointed with this mistake. I hope to hear from you soon regarding the refund process. I tried calling the number on my receipt but could not get through after waiting for 20-25 minutes. Thank you, Jane (order number [redacted]3).

Hello, I have been a loyal customer of Sainsbury's for many years and have been saving up my Nectar points to use during Christmas [redacted]. Around 2 months ago, I checked my points balance and they totaled £95. However, upon checking again today, I was surprised to find out that they have decreased significantly to only £7.64. I haven't redeemed any points this year and I shop at Sainsbury's regularly, usually once a week or every two weeks due to COVID-19. On my recent visit, I spent £67. I am quite distressed by this situation as a pensioner, as those points were intended to help me with Christmas expenses. I have read online that a similar issue occurred in [redacted] before Christmas. I kindly request assistance with this matter. Thank you, Janet.

After a quick visit to Sainsbury's on Canal Way, I, a 60-year-old customer, purchased various groceries including a CAVA bottle. While paying, I requested the bottle to be bagged, and the attendant fixed it for me. However, upon realizing the seal was still intact, I asked another employee to remove it. This employee then approached the previous attendant, Ms. Warner, asking why she hadn't unsealed the bottle. In response, Ms. Warner loudly accused me of potentially stealing the item, causing great embarrassment. Such disrespectful treatment in the express checkout area is disappointing. Despite preferring to support local businesses by shopping there, I will now consider ordering online or going elsewhere. Ms. NG

I have a credit account with Sainsbury's that I've held for many years. Recently, my husband passed away, so I contacted Sainsbury's to inform them. I had to manage the account alone since I don't have a mobile phone (my husband had one). Being deaf, I can't have a mobile. I tried accessing the account on my laptop, but the system prompted me to enter it on my mobile, which I don't have. I then tried inputting the last three digits of my landline, but the process stops there. I'm unable to view my statements online like I used to. I would appreciate any assistance in resolving this issue so I can access my account online. Thank you. - Mrs. L.B. Kay

My intention was to purchase a complete set of 6 crockery items, so I opted for a 12-piece dinner set including 4 dinner plates, 4 side plates, and 4 cereal bowls, along with 2 extra pieces of each and 6 pasta bowls. Upon delivery, I discovered that the 12-piece set was out of stock and replaced with a single dinner plate. This substitution was unacceptable as it disrupted the matching set I desired. Consequently, I had to return all items to Sainsbury's due to the mismatched pieces received. I believe Sainsbury's should consider refunding the delivery fee due to the inconvenience caused by this poor service.

I wish to file a complaint regarding an incident at your Taplow store today around 2 PM. A staff member's behavior was extremely rude and uncalled for. As I turned a corner, I unknowingly encountered broken glass being cleaned up. Despite my apologies, the staff member became aggressive and shouted at me. Even though there was a sign, it was not placed prominently to alert customers. I pointed out the safety issue to the staff member, who responded rudely. In such situations, staff should handle cleaning and rerouting customers efficiently. The crowded store was not an excuse for the staff's poor behavior. Customer service training and health and safety courses are necessary for all three staff members, especially the one who was disrespectful. This experience falls short of the service standards expected from a reputable retailer.

I received an order on Nov 20th with several substituted items. Among them were two bottles of Country cream at £3.85 each, replaced by Taste the Difference Irish Cream liquor at £12.50 per bottle. I later received a £3.38 voucher, assuming it covered this substitution. However, upon checking my bank statement, I realized the voucher was for a different substitution. Customer service explained that alcohol substitutions were not eligible for refunds under the price promise, but I couldn't find this specified in the terms, only that vouchers couldn't be used for alcohol. I am requesting a voucher for the price difference.

Hello, I am reaching out for advice and assistance. I recently spoke with Ozy Quereshi from shopping assistance about my Cookery School at Little Portland Street (www.cookeryschool.co.uk). Since the lockdown, we have transitioned to providing interactive online classes, particularly for companies wanting to engage their staff virtually through cooking events. We often receive requests for ingredient delivery to participants attending our classes, which we are currently not equipped to manage. We thought of partnering with a supermarket to facilitate this process, ensuring smooth deliveries by providing a prototype order that can be duplicated based on attendees' postcodes and addresses. Despite our willingness to cover costs and handle payments for the orders, Ozy mentioned security concerns that prevent us from moving forward with this idea. We are interested in exploring this opportunity to enhance our service and revenue potential, especially after missing out on bookings due to ingredient delivery challenges during the holiday season. We have singled out Sainsburys as a potential partner due to our existing relationship with them. If this partnership aligns with your business model, we would appreciate a response from the appropriate representative at your earliest convenience. Thank you for considering our proposal. Warm regards, Rosalind Rathouse

I am frustrated with the availability of free-from items at Sainsbury's. It seems like products like chocolate and cereal have been out of stock for months. Additionally, I have noticed a significant decrease in gluten-free options. As someone with celiac disease, a gluten-free diet is not a choice but a necessity. I cannot get a clear answer from Sainsbury's about this issue. With the added challenge of shopping during the pandemic, this lack of availability is concerning. It appears Sainsbury's is prioritizing vegan products over free-from items. The lack of information and unhelpful customer service adds to my frustration.