Newest Review: ... SMALL PRINT ! I have now had Sainsburys mobile for 8 months and I wouldn't part with it, ok in fairness you might not always get th... more
Terrible Sainsbury's Mobile Experiences
Member Name: radman
Date: 29/04/02, updated on 29/04/02 (1697 review reads)
Advantages: seems good value
Disadvantages: disorganised, Do not reply to letters, infuriating
Given the problems my girlfriend has had with Sainsbury's mobile over the last five and a half months, I would advise anyone to think twice before taking them up on their "Free mobile phone offer".
Firstly, you still have to pay around 30-35 quid for delivery. We accepted this (this was mid-last November), but the problems we have had made us wish we hadn't.
After placing your order, the Sainsbury's Mobile website tells you that you'll receive a confirmation of your order by email "soon". We never received this email, and so around three weeks later attempted to contact Sainsbury's by telephone to ask what had happened. We were told that they werent' able to access any information about orders, but that if we had ordered one, it would arrive "soon".
Another two weeks passed (making it over the statutary 30 day limit that mail order companies have to deliver goods), so at this point we concluded that there must have been a problem and that they can't have received our order, so we went out and bought an alternative phone instead.
Lo and behold, the Sainsbury's mobile phone randomly turns up just before Christmas. Usefully though, they gave a telephone number to call, to allow you to return the telephone. Upon calling this (on the day that the phonre was received), we were informed that a returns label would be sent out to us that day.
No returns label arrived. A week later, we called again and were again informed that a returns label would be sent out. Again nothing arrived. So we wrote a letter to them, but didn't get any reply. So we called them again and again and again, each time we were informed that a returns label would be sent to us, but nothing ever arrived. We carried on like this until mid-February, when we wrote a letter to them. Unfortunately, we didn't get any reply.
We then wrote again in early March. This time we got a reply, an
d were informed that they now had a freepost address, and that we could just send the mobile back to "the freepost address listed below". However, there was no freepost address listed below. A call to them resulted in us being given an address though, so we finally sent the mobile off to them (getting a proof of postage, just in case!).
A week later we recieved a demand for payment of £127.66. At this point we wrote to the managing director of Sainsbury's.
Today, on the 29th April, we've received another letter from Sainsbury's, this time threatening us with a debt collection agency. When we called them, they informed us that although we may have returned the phone, they have no record of it "as they are running about a month behind with returns", and they have asked us to send them a copy of the proof of postage (thank goodness we got that!). Hopefully (maybe) sending it to them will end this nightmare.
We originally ordered this phone from Sainsbury's because we thought that they were a reputable organisation. As it is, we just cannot believe how incompetent they have been.
So far we have written 4 letters, and made 14 phone calls to them over a period of nearly six months - And all we wanted to do was return a mobile phone.
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