Sainsbury’s ‘let down’ customers with refund delays


Shoppers have been left struggling for food and money after Sainsbury’s took weeks to issue refunds.

Although it must pay customers within 10 days under its refund policy, the Big 4 grocer admitted it had some “extremely rare” delays.

Which? reports that one woman from Carmarthenshire in Wales waited six weeks for a refund to her delivery of almost £90.

Elizabeth Pearson, who relies on benefits, was forced to borrow money to keep paying her bills.

READ MORE: Shoppers ‘miss out’ as Sainsbury’s scraps double Nectar points

“Sainsbury’s wouldn’t have tolerated it the other way around,” she said.

Selina Kindrat Pang from Barnet, North London also had to borrow money and food when the supermarket took over two weeks to refund her £150.

She was given three £50 vouchers which did not work thanks to a website error.

“I then had to spend another hour calling back and having it rectified before the refund was reissued,” she said.

Sainsbury’s sent a £20 voucher to both shoppers as a “goodwill gesture”.

Didge Mears was told by customer service that they had “no idea” when he would be refunded after his £98 order did not arrive.

“Sainsbury’s is quick enough to take customers’ money, but clearly not respectful enough to promptly return it when they make a mistake,” Mears, who lives in Devon, said. 

“People need to be cautious, especially those on low incomes who cannot afford for errors like this to happen. 

“Sainsbury’s should be held accountable for its tardy behaviour.”

The retailer conceded there are “rare occasions where a store responsible for the cancellation may be unable to generate the refund”.

It continued: “In these cases it is passed to our careline team to resolve, which may cause a slight delay. 

“Any delay to a customer receiving their refund is extremely rare and we’ll put this right as soon as it is brought to our attention.

“The case studies… do not represent what the vast majority of our customers experience.”

Click here to sign up to Grocery Gazette’s free daily email newsletter



Leave a Reply

Your email address will not be published. Required fields are marked *

Fill out this field
Fill out this field
Please enter a valid email address.



Sign up to our daily newsletter to get all the latest grocery news and insights direct to your inbox.

  • This field is for validation purposes and should be left unchanged.