Newest Review: ... started adding things to my trolley. Its easy to sign up online, they just need your address and contact details. You can ... more
Sainsbury's delivery service seriously lacking
Member Name: MissMonkeyMoo
Advantages: Good quality food, can order fruit and veg in weight or units
Disadvantages: Delivery was a shambles, customer service from store was poor, more expensive than other stores
I love Sainsbury's. I need to say that first and foremost because after you have read this review you may think that I don't! But I do! My parents used to do our main shop at Sainsbury's every week and they did so because it was good quality, well laid out and had a vast selection of items. Even now, I like to go to my local Sainsburys and have a stroll around the store which, even when it is busy, is more civilised than other stores!
So on this basis I was interested im trying out their online shopping service. I had aready used Asda and Tesco's home delivery but wanted to know if Sainsbury's could compete. With a baby to look after, I'd rather not go to any store and use one o those god-awful shopping trolleys with the baby seat, nor can I steer a pram and a trolley round and then pack multiple bags at the checkout before trying to cram them into my car along with the pushchair. No, home shopping is a god send for me, so I clicked onto the site.
Registering is relatively easy and straightforward; even if you have never been onto one of these sites beofre, it is a self-explanatory form which asks for your details - name, address etc. Using your email as your user name, you then need a password which you can choose yourself to enable you to log in securely to your account each time. So far, so good. Once registered, I log on and start to look at the delviery slots available. Now, delivery slots at Sainsbury are an hour long each (eg 1pm - 2pm) which is different to the other stores. This is good; it can be a bit frustrating when you have lots to do if you are waiting round a couple of hours for your groceries, but 1 hour is not too bad at all. The prices are varied depending on the day and time that you select - the cheapest delivery charge is £2.95 (Sat/Sun evening) and the most expensive is £5.95. I really bedgrudge paying delivery charges! I now that I am getting the goods picked and packed and sent to my door, but the delivery charge is the bit that really puots me off! So to see it a little as £2.95 was good! I would try and go for this slot every time in order to save those few extra pounds! But these prices only apply if your order is over £40; if it doesn't come over that you coul dbe charged £6.95. If your goods come to over £100 then you would qualify for free delivery - but only on a Tuesday, Wednesday or Thursday! Still, free is free and if your schedule allows then this could be a good deal!
Delivery slot booked it's on to the goods! Now you can select items by browsing the various catagories at the top of the page (much like browsing the sections instore) or you can use the search facility. They are both easy to navigate and use; if you use the tabs, you will be given further options under each one and can then select goods by type, brand, low fat,vegetarian etc etc. I was able to quickly find the items that I usually buy and wasn't frustrated with the search engine either which brought up exactly what I was looking for. So far, so good. Onto the fruit and veg section and I am pleased to see that you can order loose products in two ways. You can either select to order by weight (great for recipes where weight quantities have been specified) or you can order by unit which is perfect for someone like me who has no concept of how many carrots 1kg provides. My other half has no concept of this either the one time he was in charge of ordering the shopping from another well knwon store he ordered 1kg of ginger as he had no frame of reference. A massive bag was delivered and we still laugh about it now. But I digress.
Your shopping is clearly displayed on the right hand side of the page with a running total; any special offers are taken into account and the total clearly displayed. Once all items are selected, you obviously go through the checking out process. Again, this is fairly simple and straightforward; adding a payment card is easy and the details can then be kept for next time so that you don't have to keep loading the info over and over each time you shop. Your account will also remember what you have ordered previously, so you can search for items by previous orders, or 'usuals' which is catagorised either by aisle or in a single list. This is a very handy feature for the forgetfuls amongst us or those short on time.
Shopping paid for, I sat back and waited. A confirmation email was received, and then the next day I waited for my goods to arrive. However, it didn't go smoothly! I received a phone call in the morning from what I can only descrive as a babbling incoherent young man who told me that several of his drivers were ill an dhad not turned in for work (on a Sunday morning) and therefore they wouldn't be able to deliver my shopping. Now, I may be on maternity leave at the moment, but in my job when something goes wrong the last thing I do is phone up the client and tell them that they are not getting what they want! I call them, tell them what's gone wrong and then tell them what I am going to do to rectify it. I politely informed the caller that it was not acceptable that my shopping was not going to be sent out and enquired as to what could be done. He then informed me that he had contacted another store to see if they had drivers spare and he had secured the services of one man who would be free in the afternoon after finishing his usual run. Would I be happy for my delivery to be made in the afternoon in stead of the morning? Yes, I replied as long as Sainsbury's could phone and give us an eta as we had lunch plans that day and would be going out for an hour or so as a result. No problem he said and then proceeded to explain that the driver was coming over from the Nuneaton store to his store so this would delay things a little further. Now why have I added this info? I live in Nuneaton! I naturally assumed that my order would be picked, packed and delivered by the Nuneaton store but for some reason it was being fulfilled by a Coventry branch which was ten miles further away! When I pointed this out on the phone, the caller could not explain why that was the case and was as bemused as I was. At this point, my faith in Sainsbury's is waivering but it is not diminished - yet!
We head out for lunch and spend a pleasant hour out; as we are getting back into the car we receive a phone call from the delivery driver who it outside our house! I explain that we are ive minutes aways and proceed to drive home; just as we pull into the street the van is pulling away and we have to signal to the driver to get him to turn round! The driver is clealy harrassed and not happy at having to do two-shifts on a Sunday which I can understand, but his attitude as a result is not impressive and he rushed the delivery asking us to help him unload it which we do at the side of the road. We carry the bags ourslelves to the house and note the substitues that have been provided. Now I have seen some silly substitutes from other stores but one that Sainsbury's provided that day was just ridiculous. I had ordered several bags of frozen cherries - Sainsbury's sent a black forest gateaux instead. Really? Substitute returned, shopping signed for the driver heads off and we inspect the rest of the items. The fruit and veg is okay - but it is just that - okay. It's not necessarily what I would have selected if I had been in store and some of it looks a little past it's best. Everything else seems fine and the use by dates on the chilled goods have several says on them.
However, I'm still not impressed by the whole delivery shenanigans and I phone Sainsbury's to tell them. Although apologetic, they cannot explain why we did not receive the curtesy call as agreed to tell us when the delivery would be made or why they had chosed to deliver during the time that we had told them we would be out! Although the customer services were pleasant I did not feel that they had taken us seriously enough and we were left very disappointed over all.
I had previously used asda for the home shopping service because their prices are very competitive - Sainsbury's are more expensive but I would have continued to use them if their delivery had been up to scratch. The whole delivery experience was very stressful (not made any better by the fact that I was heavily pregnant at the time) and my other half stated that we would never use them again. I admit that I am tempted to give them another go as I accept that this could have been a one-off but from they way we were told about the problem to how it was resolved it was just a catalogue of errors. You know what they say about first impressions and this was a very bad one.
Summary: Great products and quality but let down by abysmal delivery
More reviews in the field of Online Shop
- My Vanquish Eclipse 670 MKII
- Samsung Galaxy S2 from PrePayMania !!! Excellent Service and Price
- No BS, just a good quality computer, made to order and very little waiting
- Customer focused 1st class print company
- Great PC, decent service and good price.
- Zooplus ... A+ for me and my cats
- So good you could confuse it for a Findus Lasagne