This is an email I sent to Sainsburys CEO Jan 18th 2019. And after a 10am e-mail (on the same day) to their online customer service team there has been no reply and not refund. Hello Mike, I had been a client of your supermarket since moving to the UK in 2008 but lately the service you have provided me has got from bad to worst and this is the last drop to an already full glass. I placed an order last weekend that was supposed to be delivered this past Tuesday between 9-10pm. I received a call around 6:30 pm advising me there was an issue with my card, a correct payment method was provided and I went home to wait for my order. 10:15 nothing, I decided to give your call centre a call, the guy at the other end put me on hold to call the store and the call dropped. I called back again 5 min later to be told the driver reported ill and the delivery was not happening, annoying I know but this things happen, I was then assured the store was going to get on touch Wednesday to offer me a solution. Wednesday no one called. In the evening I went to your website and raised a complaint ID COR XXXXXX woke up Thursday to find an email saying you have cancelled my order, a decision made unilaterally. Ok angry but I was done with Sainsbury, good-bye. Still no one bothered calling me. Thursday night placing an order to a different supermarket went to check my bank account and you had taken the payment for an order not delivered and one you had cancelled. Too upset to call. Today I got in touch and asked to speak with a manager, someone took my call, apologised and said a refund would be made in 3-5 working days, no good enough... So manager says I would call the store for them to at least confirm if/when the refund has/will be processed; he asked a call centre guy to call me with the great news that payment was never taken, what a relief! Only that my bank account is showing since Jan 16th a minus £120 hmmmm now this guy wants me to go to my bank, get a statement and head yo a Sainsbury store. No I don't think so! Asked again to talk to the manager who then said send us a screenshot of your bank account to a generic email and that was almost 2hrs ago. How would you feel if any company you had deals with treated you like this? I have been disregarded, ignored, dismissed and belittle as customer. You have shown a complete lack of internal communication, an incredibly poor customer care culture and have my money and who knows what is going to happen. I would never shop at Sainsbury's and will make sure my close circle is aware of the appalling behaviour. With best regards,

This is a badly-run branch by an organisation which has sadly become cynical and profiteering. The staff are friendly enough, but I've experienced numerous issues of various types; once I was accused of breaking the law (!) when taking an innocuous photo in-store. More recently, I've politely advised Sainsbury's several times that their stock is often in the wrong shelf positions; this caused me to buy a £1.90 item I thought was £1. Irritating, but imagine the net gains they make by having this same issue recurrently? Or, the effect on those of limited incomes where such a difference does matter? They eventually did reply to my complaint email, and the store manager sent a polite response. However, despite their assurances, the issue remains the same on regular occasions (and I'm not talking about random instances where a customer might have replaced something wrongly). In addition, I often find items on the shelves with no pricing information. You can be sure in these instances that the product will prove more expensive than expected, once you've paid! Latest example: coconut oil. They also have a cynical attitude to stock types, refusing to sell the 'Basics' range; even Waitrose's mini-store up the road sells a fair few 'Essentials' items. Not customer-friendly, and not run with any care or attention - disappointing.

I recommend staying away from this store with incredibly rude staff. Since we normally shop at the big Sainsburys on Finchley Rd., this used to be our go-to tiny store when we needed little things. But after numerous bad experiences, we're done. Staff can't be bothered to help and act like customers are an annoyance. Today's episode (which is one of many) was the last straw. I needed help finding an item (cake or brownie mix) and was rudely pointed to the baking section of the store (which I'd already checked). He couldn't be bothered to walk 1-2 aisles over and provide real customer service by helping me actually find the item. I told him I'd checked that section but didn't see anything but he just acted like I was a waste of his time. I looked around the store some more and then later saw him right near the baking section. I asked him again and he still just rudely told me it was in the baking section. Turns out, they don't carry the items, which would have been great to know. There are kind, service-focused ways to help customers but this store isn't having any of it. Stay away and go to one of the other MANY little grocery stores on this street. The staff don't want you to shop here so why bother?

It's our third time that we order online cause today was raining a lot and for a third time we had missing items and wrong items... This time the missing item was a package of spaghetti and my boyfriend went to the shop cause we had company at home and one wasn't enough. So he called the manager to complain about what happened for third time telling her that they had just a few things to collect and it's what they have to do and she replied that she had a lot of things to do and not only to collect customer's groceries. My boyfriend replied that as a customer needs to have what he orders. She didn't say sorry and just said to talk with uber for the refund. Of course we won't order or shop again from this shop.

I've just returned from the local branch after once again received really poor service from one of the supervisory staff (the non supervisory staff are really good)I paid by cash in a machine and the change did not appear. I politely informed the supervisor of this and she told me to wait while she went to get the key to the machine.Several minutes passed before she returned.I suggested perhaps the key could be kept safely in a closerlocation .I apologized sarcastically for causing any problemShe made no effort to make any apology.. this is a constant issue at this branch.....lazy , disorganized and thoughtless supervisors.Management needs a radical change

I came in to collect my items from Argos around 20 minutes before closing time. The lady I initially spoke to said that the staff member responsible for Argos collections has gone home. I was very frustrated as I needed the items urgently. Her colleague Jack came and said not to worry. He sorted everything out and gave me extra time to do my shopping as the Argos issue took some time. He went out of his way to help when he didn't have to. I tried to write to Sainsbury's to let them know but that requires the receipt (which I didn't keep). Really excellent customer service. Thanks,

The best is the company starting to replace people who don't know how to deal and don't have an idea what is customer service. When a client aproachs a counter or a till first of all must be saluted, second u stop what u are doing that is nothing a do with the service, third Do not make the client look silly moving from a till to another and also in a rude way threw the cash to the person . Never saw in any Sainsbury what happened in this one. Wrong people in wrong place. The Sainsbury HR should go visit the stores more times .

RUDE STAFF, I was at the self checkout and there was an item without the discount (despite the label was with discount) so I called a worker who was so annoyed of coming to help, and without asking me what happen he said “I wont sort out whatever you are asking for”, I was so surprised about the way this rude guy started the conversation, so I only said I’ll leave that item and take the rest, and he tapped the screen and left. REALLY if you don’t like dealing with customers, then ask for a warehouse job.

They are disappointed! I placed my order on the 20th via ubereat, they sent me this Broccoli which was best before the 18th. I requested a refund on ubereats platform, however they refused to do the refund. I was tested positive on my covid test on the day, and I really needed the fresh food to recover my throat and my health. Unfortunately, this Sainsbury’s provided the damage food to their customers which is unacceptable.

Ordered an item for pick up from Argos from this branch. Delivery was was next day, very efficient. Package arrived in good condition. Decided to return it straight away because it wasn't needed any more and they did the process immediately with a friendly demeanor. Staff acted professionally, shop appeared hygienic and well-organised, clear labels for different categories. Free cash machine withdrawals at the front.

Easter sunday! Rude manager, I am assuming she was the manager as was'nt in a sainsburys jumper. Rude & abrupt no manners, un-helpful and had no time to help when telling me how to use the till. My shopping dropped all on the floor while she moved my basket while rudely saying it only takes 12 items and away and just walked off afer she made them all fall on the floor. Disgusting!

This branch is really bad managed, with unhelpful and rude staff. I’m honestly surprised it’s still open. Ordered online twice: first time 2 things missing, last time (today) received someone else’s grocery. No answer from the phone and I cannot go there because I’m self isolating for Covid. Will never go or order again and strongly advise people to avoid this shop.

Bought some chicken breast, for full price, Monday 16th December and opened the pack Wednesday 18th December smelling real bad. Checked the date (I know, should have checked in store) and the use by date was17th December. Extremely angry as most supermarkets, even locals, sell meet on full price only if it's used by date is at least 3-5 days from the day you buy it.

Quick walk in for grabbing something to eat. A staff member was standing in door with smile. Shelves were stocked. Small but reasonable size of store. They have more self checkouts for cutting the queues. Couple of staff were on floor. Didn’t try to contact them as most of times they never come back to you professionally. Try to find my stuff, pay and out of store.

The staff in Sainsbury's on west end lane are being very unhelpful, signs saying freezers are broken if you need anything ask a member of staff and we'll check. Staff are basically refusing to look because it means moving a few items in store room. (Never been overly helpful in there so not shocked)

Saying Hello at the entrance to the person standing there - no response. Going to the till instead of the automatic machine to promote human interaction, what a mistake. I prefer Tesco just nearby, employees are more kind and polite with their customers.

Just been in with my walking stick, shopping trolley and feeling fed up like the rest of the country. LovelyJoshua was helpful, and I was able to have a bit of banter with him which warmed the cockles of my heart. Sainsbury's take note: pay rise please.

Lovely member of staff called Sofia at Sainsburys West End lane, West Hampstead, went out of her way to help me this morning. Big up also to all supermarket staff who are under extreme pressure right now, be kind people.

I was served by Rosie at customer service at this branch .She was very polite and helpful. Unlike the larger branch at 02 centre which has appalling customer service. Thank you Rosie.

Lovely place. Prices are a bit higher than at the larger Sainsbury's at the O2, but if you're in a rush, and need to pick up something quick, this place will serve you fine. …

Wonderful local supermarket, always has what you need. Staff go beyond the call duty to help. A great help to the community, so pleased to have them on West end Lane.

Looks small and compact from outside but actually has many things in the store. You would find all the basic things you imagine in this type of supermarket.

Every time I use the online order service, the bakery products don't come although the app shows that they are available. It happened more than 5 times.

This was quite a different one... Darker and cramped... Didn't find items i was looking for. Would avoid unless really need something from Sainsbury's

Your order to collect for argos should be ready by 9am. It's now 10am and nothing. I am sick and tired of argos and now strongly dislike sainsbury.

I went there in new years eve...the frige was were not working ..only light was on but warm inside!! Prices very high.. on average 50% higher ..

Don't order delivery, half of the items aren't delivered which meant my discount didn't apply and charged extra for postage.

Knowing how little staffed this place is, they are doing well...but more staff would be great Sainsburys

Staff have become lazy and unhelpful lately. Would rather stand in groups chatting than serve customers

Staff are horrible and prices are extortionate, Save yourself the money and walk to the O2 centre

Lately the store doesn't have vegetables and fruits in stock. Handy for day to day small stuff .

Every single item has price increase 10-25% comparing to the o2 saynsburys. Seriously wth??

One of the supervisors, very arrogant and no polite at all.. They have to make changes

A little too limited for my liking but the staff are very helpful and friendly.

Very busy needs more staff on the tills not everyone likes self-service tills

Very good but odd to have an Sainsbury's and a Tesco on the same road.

Small local market, little bit expensive than O2 center Sainsbury.

Awful customer service and a very unsanitary store.

Nice little variety of products available locally.

What can you say apart from the staff are friendly

Small store but shelves have a decent range.

Needful item's for daily used are available.

Wenig Angebot sieht auch nicht sauber aus

Expensive compared to tesco. Avoid

Great for late night shopping

Is difficult to buy even milk

Spicy pizza very god …

Need more staff on the til

Good service very helpful

Small convenience store

Ok small but handy

Staff are stupid

Unremarkable.

Dissapointed

Convenient

Perfect.

Good