Sainsburys

excellent customer service

I had my second grocery delivery. The 1st went well, as only two items were substituted and I was happy with that.

The second one came only 2/3 of my order. I ticked no substitutes as I only like Italian coffee so I don't want any other.. and so on.. So 1/3 of my order items were missing.

Driver was extremely professional and polite even though I was really unhappy not to receive so many items. He explained the way system works, best days to order (I ordered on Friday 9pm - he said it's the worst time to get a delivery as not so much left in stock). (But the lady on the phone from their customer service said it does not have an impact as all the items being picked in the morning.)

I phone their customer service today and explained that I was not happy I was charged for a delivery service (even though the order was over £100) and haven't received so many items. I asked them to delivery the rest of the order any other time or just refund delivery charge because this means I have to make my own way to the shop again or order same things online and PAY for a delivery AGAIN.

They have issued me £6.75 voucher that I can use online for a delivery that covers any delivery charge. I am really pleased with that.

My one suggestion would be:
Instead of ticking on-off for substitutes why not let do the '2nd choice' for example if they don't have Absolute Cranberry Vodka I would be happy to get Absolute Vanilla. But I wouldn't be happy to get Glens Vodka, etc

Or let simply leave a comment. I love bananas, but this time I got completely green ones and I hate the green ones. I have to wait for a week to get them yellow and I want them now. In a week they might not be suitable for consumption. So if there was a line I would leave a comment - only yellow ones!

I think that would make a lot easier for everyone. I believe it would take a lil more time for pickers, but consumer satisfaction would be way higher.

Having said that I am still happy with Sainsburys! Highly recommend.