Customers lambast Sainsbury’s over lack of online delivery slots

It all started with an innocent enough tweet as Brandon from the Sainsbury’s customer service team announced yesterday: “Good morning everyone. The team are here until 11:30pm to answer your queries.”

Cue hundreds of disgruntled Sainsbury’s online customers taking the retailer to task for failing to provide delivery slots during the coronavirus outbreak.

All of the supermarkets are facing a high demand for home deliveries as more people head online for their groceries. As a result, it has become increasingly difficult (indeed, impossible in many cases) to get time slots.

We’re flagging up Sainsbury’s, because it took to Twitter, welcoming customer queries, then failed to answer them or even provide basic information. We believe that’s what the kids would call an EPIC FAIL.

“As I’ve tweeted you twice with no reply, when will you have a response to all the delivery pass holders on what you are doing to refund or extend them for your loyal customers who are unable to get deliveries,” said @andrew_roland.

“Seconding this. My delivery pass just auto renewed and it’s not looking likely that I will be able to use it anytime in the near future - £60 is a lot of money to come out in a very uncertain time for a service that’s now useless,” commented @Captain_Kenzie1.

“Good morning Brandon. Can you please let us know if there are any plans to distribute delivery slots more fairly. At the moment it is impossible to book one. This is terrible for vulnerable customers. Will there also be refunds for delivery pass holders?” asked @BillBaggins96.

You can check out the many other comments here.

Sainsbury’s did not respond to our request for comment. On Sunday, it was one of many British food retailers who wrote a coronavirus related letter to their customers.

This was published in adverts in national newspapers on Sunday and Monday and called on shoppers to stop panic buying and support one another during challenging times.

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“We understand your concerns but buying more than is needed can sometimes mean that others will be left without. There is enough for everyone if we all work together,” the letter stated.

“Together we can make sure we are looking out for family, friends, neighbours. Together we will care for those around us and those who are elderly, vulnerable or choosing to remain at home.”

The letter in full

To our customers,

We know that many of you are worried about the spread of coronavirus (Covid-19). We want to let you know that we are doing everything we can so that you and your families have the food and essentials you need.

We are working closely with government and our suppliers to keep food moving quickly through the system and making more deliveries to our stores to ensure our shelves are stocked. Those of us with online delivery and Click and Collect services are running them at full capacity to help you get the products you need when you need them.

We thank all our colleagues in stores and supply chains who are working day and night to keep the nation fed. But we need your help too.

We would ask everyone to be considerate in the way they shop. We understand your concerns but buying more than is needed can sometimes mean that others will be left without. There is enough for everyone if we all work together.

Together we can make sure we are looking out for family, friends, neighbours. Together we will care for those around us and those who are elderly, vulnerable or choosing to remain at home.

We are doing all we can to rise to this challenge. Serving you and keeping you and everyone who works with us safe will always be our priority.