Sainsbury's - London SSC - London

Aman A.

I am writing my last 2 days ago experience disappointment and frustration with the service I received at Hayes Lombardy store on Friday, April 18, 2025. I visited your store and purchased some chocolate eggs that had a fixed price of £3.45 with Nectar points. However, when I went to pay, on the till comes up the full price of £11.75, Then I ask one of the staff member , I don't know her name, she was there at self checkout, she is an Asian lady around 40/ 45 years old and of short stature, she responded rudely and unprofessionally. She implied that if I couldn't afford the full price, I shouldn't have brought the item to the checkout. Her tone and language were unacceptable, and I felt disrespected as a customer.

I showed her the price tag, and she claimed that the staff might have fixed the wrong price tag but she can't do anything because it's not her job she said to me ruddy .I found this excuse unsatisfactory, especially since the item was clearly labeled.

When I escalated the issue to the manager, I was met with further disregard and unprofessional behavior.When I showed her picture of the product,how it was displayed wrong tag ,manager refused to change the price or give me my money back .The manager dismissed my concerns and didn't apologize for the staff member's behavior. Sainsbury's running a business with wrong price tag so client buy .must say well done for this scam:(

I am extremely disappointed in the way I was treated, and I believe that Sainsbury's staff should be trained to provide better customer service. I hope you will take my complaint seriously and take necessary actions to address the issues I've raised.
I think so, what's going on in Sainsbury's, it's call scamming, by the way, just fixed low price and when customer bring items then staff start insulting like why you bring these chocolates if you can't afford, it's was my worst experience with Sainsbury's
Details:

- Store: Sainsbury's Lombardy
- Date: Friday, April 18, 2025
- Time: 08:54am
- Product: Chocolate eggs
- Staff member: Asian lady, around 45 years old, short stature

recipe number: 18APR2025 , #3402

cris M.

We ordered a fresh turkey some three weeks ago. They were advertised on the Sainsbury's website as available.
This morning, Easter Saturday, I have been informed that there is to be NO turkey. The whole family were coming together tomorrow to celebrate Easter over a turkey dinner. How late is this notification? I have phoned around various butchers and managed to locate what we want but this should not be the case. Ordering a product with three weeks notice should be available on the day we were having the delivery. I used to shop weekly with Sainsbury's but I stopped because of the unreasonable amount of items removed from my order due to non availability.
Sainsburys products are good but the service is chronic.

ebokLA ?. B. T. S.

A company is only as good as when things go wrong they sort things out politely with empathy and as swiftly as possible.
Sadly Sainsbury's fail in customer care.
I live in Scarborough and 9500 worth of my Nectar points carefully saved over 2 years with home delivery shopping were somehow cashed in at Sainsbury's Dunstable!
Ok Got email informing me X ok contacted as requested if transaction not recognised.
Did so but the process to resolve stolen points means your Nectar card suspended immediately. Result my weekly £130 shop on line costs nearly £165 because no nectar card prices! As card suspended. Will send whole delivery back . Something amiss ...beware of your nectar card affected it's a nightmare with there distant unhelpful helpline 811 number it will drive you mad. Tip don't press any options wait your call answered quicker X won't be cut off...
So £47.50 stolen in points x £30+ in lost nectar price access... nearly £100 from this incident! I'm shopping elsewhere from now ..

Ming-Chih T.

I just had a most shocking experience through the customer service. I registered online account twice so I could do online shopping. But both email account got blocked. The website requested me to contact the customer service. An Indian man answered the phone, I asked if he could find out why it was blocked and if he can unblock them. He said no, I need to register with a third email address. I said I don't have a third one. And what is the point of calling the customer service it I can just register again with another email address. He said " no unfortunately I just have to find the third email address and register again, Have a good one!" Then he hung up on me without giving me a chance to say anything!!!! This is the standard of of service from Sainsbury. Really unfriendly, unprofessional and shockingly bad!! I will have to share my experience with my community and warn them about the terrible customer service with Sainsbury's call centre.

Xi W.

Warning for all tourists. DO NOT buy a SIM card and top up at this store. 1st day in London and we were sold a 3 SIM card top up voucher that was invalid. The local 3 store confirmed this. Instead of helping us, the staff accused us of lying and then accused the local 3 store of lying. They sold us a product that was defective and then blamed it on the customer. Disgraceful. They ruined our impression of London

Jamil A.

I cannot express how deeply disappointed I am with Sainsbury's. Their complete lack of empathy and understanding towards disabled customers, particularly those who are neurodivergent, is appalling.

I have personally experienced their disregard for the Equality Act 2010, with their failure to make reasonable adjustments or even acknowledge the individual needs of disabled customers.

Their handling of serious incidents involving threatening behaviour and aggression from their staff is even more disturbing. Instead of taking these matters seriously and resolving them fairly, their response has been evasive and dismissive, adding to the distress of the situation. Their refusal to properly investigate and address complaints and their lack of effective communication have left me feeling both unsupported and discriminated against.

Sainsbury's has demonstrated a pattern of deflecting responsibility, refusing to respond to discrimination questionnaires, and ultimately prioritising their own corporate interests over the well-being of vulnerable customers.

I expected much better from such a well-known company. It’s deeply troubling that Sainsbury’s seems unwilling to act per their legal obligations, particularly regarding the protection and fair treatment of disabled customers.

I would advise others to be cautious when dealing with Sainsbury's, especially if you have specific needs or expect fair and responsible customer service.

Robin B.

I write this more in sorrow than in hope. Why? because I am a lifelong Sainsbury's customer. Not only that: the staff are great (hence the 2 stars). But the PLC's attitude to its customers? Yesterday I had occasion to contact their 'customer service helpline' to query the recent degradation of several of their product lines (salad, vegetables and fruit, in the main). To my surprise I was told (again, by a very nice woman somewhere in Scotland) that 'No, you will not receive a response' and 'No I cannot give you an email address to send in your complaint'. Now, if I were a one off customer I might understand this attitude and the practices that flow from it (or lack of them) but my family spends - or should that be 'spent'? - over £1,000 a month with Sainsbury's. This kind of unalloyed arrogance - illustrated again here (not a single response to any of the 100+ customers that have taken the time and trouble to post a review). The conclusion I come to? We are mere cannon fodder as far as Sainsbury's management are concerned. They have degraded their product range - 'Hello Mr Supplier, we need to cut costs, have you got any even less tasty [insert name of product] you can supply us with at a reduced price?' - in order to boost margins. No wonder their share price is stuck in such a long term rut. I see the CEO, Simon Roberts, has a 'Food First' strategy. Meaningless as far as this ex-customer is concerned. I feel sorry for the staff, from call-centre to branch - but I'm sure Mr Roberts has a catchy name for a strategy to deal with them too. Something along the lines of 'AI Replacement' no doubt.

Sharon M.

I tried ordering a pair of ankle boots yesterday but had trouble with the Web site. They were £19.50p tried again today as the ad on social media still advertised them for the same price. Everytime I put them in my basket they came up £26.00. So annoying as they said £19.50p I already have the black and navy. I phoned up customer services. I spoke to a chap who I couldn't understand he offered to order them for me and refund the difference. But I couldn't understand his language. So unfortunately had to decline. Sainsburys should keep their adverts up to date.