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“Very disappointed with the delivery service”

Written on: 21/04/2012 by cc77 (1 review written)

I've ordered groceries online from Sainsburys and other suppliers before and never encountered bad attitude like this before.

There were 2 delivery men and they quickly pointed out that they wouldn't bring the bags higher than 1st floor, even though my flat is on the 2nd floor. I was very surprised as I've never heard this during previous Sainsburys deliveries. Their attitude was very blasé and they kept saying that it is in the terms and conditions. I went upstairs to open the door to my flat and heard them shouting ‘hello’ from the 1st floor. Eventually they came up and begrudgingly drop the bags in front of my front door.

Having just gone through the terms and conditions on delivery and found this paragraph ‘Our driver will not always be able to deliver beyond the communal entrance if there isn't a lift, which transports the shopping beyond the first floor of the building (where the ground level is 0). If this is the case, the driver or a store colleague will discuss delivery options with you for subsequent deliveries.’, I am now aware that the delivery staff might not be able to go further than the 1st floor, however; I am still disappointed on how adamant they were not being allowed to go pass the 1st floor and delivery options for subsequent orders were definitely not discussed.

I emailed the customer service and they confirmed there are no plans to change this terms and condition in the near future. I will, from now on, gladly order all my groceries from elsewhere. It is unreasonable to expect a clause like this, particularly in London where the majority of people can't afford to live in houses and like the convenience of having their groceries delivered into their home and not to the 1st floor of their building.