Sainsbury's www.sainsburys.com

My Nectar Card was used on 18 November 2025 in Kentish Town, some 6-8 miles away from my home address and I don't even know where the Sainsbury's Local is situated.

Anyway, My Nectar Card was frozen and cancelled, as were those of my elderly pensioner parents who are linked holders, crucially, on a very low, well below state pension income and I am their unpaid carer. We as a family depend on the Nectar Savings and the Points which we accumulate to make life that little bit easier.

Prior to the uninvited use, we were saving at lease £15 per week as a family. I later learned the use has been widely reported and has affected many more customers, some to the tune of £100's each and Sainsbury's/Nectar has fobbed them off with hugely unacceptable 'goodwill'. In some cases even directing customers to the Police and/or Action Fraud for essentially an unrecordable issue.

It seems that all of these incidents have occurred as Sainsbury's has failed to adequately protect the very customers, which as a group they make BILLIONS out of!

I would even question if these acts are actually internally advised accounts to externally untraceable beneficiaries. It has been previously reported that an internal employee was convicted of Nectar Points Fraud to the tune of double digit thousands.

In my case it took Sainsbury's and Nectar 12 whole weeks to finally sort things out and in those 12 weeks we suffered, on average (12 x £15 = £180 of savings on our regular purchases) in addition we lost out on £30 of Count up to Christmas savings. In total £210 for a very financially vulnerable family.

Sainsbury's offered a very nominal 'goodwill' and stated "If you do remain unhappy with this gesture, you would need to seek your own independent advice on this matter."

Essentially, a kick in the you know what for our long standing loyalty. I have read many similar cases on both this review site and also many other sources across the Public Domain.

I have since read a number of Which? reports on both Supermarkets and also Loyalty Cards and the writing shouts very loudly! I would recommend all failed Sainsbury's and Nectar customers have a read and re-evaluate their options. The Blue and Red competitor offers a far better reward percentagewise and to my knowledge has not suffered the widespread hacking and use of innocent customers savings. I also believe that they have far stronger protections with regards to their systems and controls.

Personally, I believe that Sainsbury's/Nectar has known about the gaping hole in their security and also the scale of the losses to very honest, innocent and loyal customers and are doing their best to fob victims off at the lowest possible cost without settling losses in a full and fair amount.

In August 2024, This is Money reported "More than a million Nectar reward points have been taken from This is Money readers so far this year"

But what about the consequential losses as in my family's case, which result out of the sheer incompetence and indifference at Nectar to resolve the issues to get a customer back to a pre fraud position as quickly as possible.

Again, I have read many cases where customers have been left out of pocket whilst Sainsbury's systems relearn, for weeks on end, the customers regular purchases so that they are once again back on a stable footing. Hence, yet another hidden financial loss.

This is Money reported in October 2024 "A common theme has cropped up in all the cases - victims have no idea how the points were nabbed, while our attempts to get an answer from Sainsbury's meet a constant brick wall."

Hence, Sainsbury's keeping dead silent says a lot!!!

As partly mentioned above, once we were in possession of new cards and were finally able to successfully register them all, only late last week, it will now take us weeks on end for each of our accounts to build up the history for our Personalised Purchase History and our Personalised Bonus Points Offers.

Hence, yet another additional financial loss on our regular purchases. Something else which Sainsbury's will not compensate for, due to its own failure to implement tighter security over Nectar card abuse, as well as overseas call centre incompetence.

have ordered 20 bax of water. It was my first order with them, but will be the last as are unprofessional. The order had been accepted, money was taken from my bank account and I have been informed about the delivery hour. After that I had a missed call from them and I had been informed that my order was cancelled as I exceeded the number of water bax. Nowhere during purchase process or after I have been informed that if I cannot order more then 6 bax of water or that I need to call the call centre and to make a request 7 days in advance. Once I called back they informed me that neither the other items ordered cannot be delivered as the order had been cancelled. The refund team will be in touch with me in 72h. So SAINSBURY’s is taking loans for free from customers by not informing them properly what they have to do. Think about if 10 customers are in the same situation like me and they have orders more the £100, how much money they are saving per month by not paying interest to a bank, as they are using our money. I did not receive my order because nowhere it is the information about the quantity limit or during the ordering process to be stopped before checked out, as others retails have, to buy so much water and I have also my money block with them. Noone of the customer service agent was able to help me, neither to receive partial my order, neither to receive my money. They are using my money and I need to wait for them to give me back????.

If I could score them -infinite I would do for the being unprofessional and untrustworthy

Have been using the Sainsbury branch at Cricketers Way, Basildon for a number of years now doing a weekly shop. Regrettably, they have now dispensed with most of their manned checkouts and replaced them with self service. Considering they are one of the more expensive supermarkets this is a retrograde step. I expect a good service when I do my shopping. I do not wish to use self service for a comparatively big shop. Staff tell me that I can ask for a manned checkout to be opened, however there is rarely any staff to actual open one. From now on I will shop at Tesco, where there are plenty of manned checkouts at the times I go shopping.

During and after the pandemic I have mainly used Sainsbury's Home Delivery but did have some deliveries from Waitrose. Sainsbury's are by far the more reliable and excel in all three areas: Picking errors, items left on the van, or items not put on the van.

Sainsbury's, I believe, have had zero picking mistakes, whereas Waitrose did get a few items wrong, though any error was refunded. But of course this is embarrassing as you only notice after the van has left.

During the delivery I can only remember one time when something was left on the Sainsbury's van by mistake. After calling Sainsbury's they immediately contacted the driver who came back. On the one occasion when the same thing happened with Waitrose the only solution offered was a refund.

As for more major mistakes, last night was a first when I was told Sainsbury's had forgotten to put my non-cooled items on the van. As with Waitrose when mistakes happened I was offered a refund but unlike Waitrose I was also offered a next day delivery which I gratefully accepted only to find they actually re-picked the missing items and delivered them within an hour!!

So, for the most reliable home delivery service choose Sainsbury's every time. They are absolutely brilliant.

We were scanning our purchases with a hand scanner half way through our shop an announcement that card readers were not working and wee would need to pay cash.one person trying to sort out the auto tills.I said 'carry on Ssinsburys ' and a staff member called a manager over that was a bit rude I explained we did not hear the annoyed until half way through the shop.No sign outside and no direction at first as to how we could download and pay.Sasinsburys need human staff

Myself and my wife, and young daughter went to do our usual weekly shop at the Beeston store, Nottingham. Because of my wife’s tendinosis in her right arm, it is much easier to use the self-scan & go facility. My daughter loves to help my scanning the items and placing them directly in the shopping bags. At the end of the shop, roughly the time was 14:30 we entered the scanning area to pay for our shopping. Upon checking in, the facility needed to carry out a random check of a few items. This failed and we were told by the shopping assistant that a full re-scan was required. We duly obliged.

At the time, the assistant was trying to deal with other customers, it was busy, she was alone and a queue was building. But she needed to complete the full scan. We waited patiently and when she finished with the other customers, the assistant started the full scan of all items. I felt sorry for her working on her own in an busy environment and being interrupted - so being the kind of people we are, I decided to help. Taking one item at a time from each bag, I passed these over to the assistant to scan. All items were placed in a pile on the shelf behind her. Soft items were crushed and frozen items left to thaw.

After all bags were emptied and checked (I would say around 6 or 7 bags), the assistant went over to another scan machine. They then ushered us over and said we had to pay at this machine. We paid.

The shopping was left in a pile for us to pack away ourselves and no help offered from the assistant.

This is unacceptable. The redacted CCTV footage received from the store confirms this.

However, this is the reply received from the CEO, and Executive Office:

"Thank you for your email.

I can confirm that the thorough investigation that took place was internal and I would not be able to disclose this information.

If you remain unhappy with the outcome of investigation, I can only suggest seeking third party advice.

As we have provided you with all the information available, we would not be corresponding any further."

Sadly, despite many requests for clarification on their "investigation", they refuse to explain what exactly they have investigated or send the information I have requested to understand what they mean by 'investigated".

Standard line being "As your version of events do not corroborate with the investigation, we would not be able to take any further action, however, your comments have all been noted." Despite CCTV footage confirming the true events.

Clearly the Chief Executive or his Executive Office do not wish to help their customers when they raise an issue, instead adopting a weak attitude to brush matters away without undertaking a full and proper investigation and sharing the findings. DO NOT TRUST SAINSBURYS.

The team give the impression they are above everyone else, nobody is more important than them.

However, I will continue to stand up for myself.

We have been using Winchmore Hill for the past fifteen years. The staff are always very friendly and helpful, and go out of their way to make it an enjoyable experience. We have got to know quite a few staff by name and enjoy having a chat while we shop.

Love sainsburys. Nice food clean store. But stoke store inadequate. Bad shelf stacking, items put by wrong price. Red deal tickets not removed when should be. Some staff unwilling to help. Uniform not worn as it should. Can't tell who is staff n who are customers.

Will still shop at sainsburys just go to a different store

Received less than half of my online order, 28 items missing. Driver said the computers had gone down 25/04/24 any problems to call customer services which in itself was an ordeal. Does not seem to be UK based?

In excess of 40 minutes on the phone to be told could not get through to refunds try tomorrow. Called local store 3 miles away, where I incorrectly assumed shopping had come from to find it came from a store 30 miles away! They informed I would receive a refund. When I phoned Sainsburys customer services the next day to confirm refund I was told they had no knowledge. Trying to get any answers from Sainsburys should come with a health warning!! Definitely not going to buyfrom Sainsbury'2 online ever again. Stick with Tesco much better service.

Returning a clothing item, I had taken the wrong delivery note with me.

The Kidderminster branch, worked really hard to help refund my online purchase, even though I had the incorrect paperwork. Using my email order confirmation number, he was able to assist and process the refund there and then, no need for me to make another journey!

Thank you fantastic customer service; Very patient and extremely helpful.