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Sainsbury's Supermarkets review: Chop chop and customer services

Fmb-s of GB

Dec 14, 2025 1:44 pm EST

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Back on 07 Nov, I ordered a chop chop order. As you will know these deliveries are supposed to come within an hour. After the one hour had elapsed I received a cancellation notice. No apology or explanation.

This was very inconvenient for me as I then had to make my own arrangements in rush hour with visitors on the horizon.

Anyway since then I have been trying to get to the bottom of what happened. What I really wanted was a proper apology, an explanation and perhaps a small token to compensate for the inconvenience. I would have been happy with a £5 voucher.

Anyway what has ensued has been ridiculous. I have variously been told they couldn’t find the order, then that it was due to uber not showing up (where we live this is a mad excuse - if you order an uber it is literally there before you have time to put your shoes on), I was then told I needed to contact uber myself as it was their problem (as you will know this is not how the UK consumer law works).

I am skipping approximately 20 emails over the next 5 weeks at this point. Believe me you do not want to live through the bonkers replies I have been receiving but if you’d like them I will forward them all.

Finally, today I have been confronted with the email below which I can only imagine was written after the office Christmas party. Are you able to decipher what particular hoop I am being expected to jump through now? And if they really are asking for bank statements is that appropriate?

The other thing is the 2 email addresses which are suggested for complaints. Once you email in your complaint, you get an automated response to say you do not have the authority to complain to this email address which is kind of hilarious!

The latest email from Sainsburys goes as follows - verbatim:
Hi, I hope this email finds you well. We would like to request for a copy of your online banking statement showing that you have already refunded for the recent order that was not delivered to you?

Thanks again for taking the time to get in touch and letting us know about your experience, we rely on our customers to let us know when things like this happen and hope to see you in our store soon.

Kind regards

Claimed loss: I think a voucher would be in order as an apology for the mess in dealing with this.

Desired outcome: I would like an apology for the pretty dire customer service.

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customerservice@sainsburys.co.uk

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33 Holborn, London, England, Greater London, EC1N2HT, United Kingdom

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