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Customer Satisfaction Evaluation

Store ratings Aspect Rating     Overall purchase experience 4.1 / 5 908 reviews Likelihood to buy again 4.1 / 5 885 reviews Evaluation of Purchase Aspect Rating     Ease of placing the order 4.7 / 5 899 reviews Product selection and availability 4.5 / 5 885 reviews Product information 4.5 / 5 894 reviews Price 4.4 / 5 899 reviews Website performance 4.5 / 5 894 reviews Payment options 4.6 / 5 879 reviews Delivery options 4.4 / 5 846 reviews Delivery & handling charges 3.7 / 5 845 reviews Customer support 4.2 / 5 276 reviews Evaluation of Delivery Aspect Rating     Availability of product you wanted 4.3 / 5 901 reviews Order tracking / status information 4.1 / 5 801 reviews On-time delivery 3.9 / 5 886 reviews Product met expectations 4.4 / 5 812 reviews Customer support 4 / 5 791 reviews

Customer certified     Excellent   Good   Average   Below average   Poor The Customer Satisfaction Evaluation monitors retailers on a continuous basis. Customers are asked about their satisfaction regarding different aspects of their overall experience at the time of purchase and satisfaction after the delivery of the products. Please note that the average rate is based on the last six months and the number of reviews from when the survey went live. Reviews made for this retailer can only be made by consumers who have made an online purchase from this merchant. Read more

Reviews older than 6 months are automatically removed to reflect the retailer's current standards.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 15/05/08.

Overall rating Comments Description of washing machine not truly accurate (no hand wash facility on machine). Delivery whilst on time was not good - only did what supposed to do grudgingly.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 13/05/08.

Overall rating Comments Ordered a Bosch washer-dryer on Sunday afternoon of a bank holiday weekend and it was installed by the following Saturday morning. Great price, delivery and service. The old appliance was removed and they took away the whole mound of packaging material. Would definitely consider these people again for similar products in the future.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 11/05/08.

Overall rating Comments very easy to purchase ,very pleased

Review by Pricerunner Customer Satisfaction Evaluation, submitted 08/05/08.

Overall rating Comments Fantastic service, totally professional from the very start with ease of purchase and uncomplicated easy to use website, friendly customer service and delivery with a smile - and right on time too! Cannot fault in any way will definately highly recommend, and will certainly use again.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 03/05/08.

Overall rating Comments I had been informed that the delivery would happen between 7-11 in the morning. At 11.40 I call up customer services to enquire about the whereabouts of my washing machine. I am told that they will ask the driver to call. The driver calls at 12.30 when he is 5 minutes away. It is really annoying to spend half the day waiting for the delivery.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 29/04/08.

Overall rating Comments From duplicating my card payment to losing my preferred delivery date to then having 2 items go out of stock to then being called the date before delivery to be told that another item was not going to be delivered - the service & experience has been absolutely awful. I will not be using Sainsburys ever again.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 28/04/08.

Overall rating Comments I was very impressed with the service when ordering my washing machine from Sainsburys Kitchen Appliances. The ordering procedure on the web site was straight forward and easy to understand. I was sent a text message confirming the order and had a phone call giving a delivery time slot which was followed on delivery day by a call from the delivery driver giving an E.T.A. The only fault with the whole process was that the driver complained that he wasn't told that the machine was to be carried up a flight of stairs even though this was stated on the order cofirmation details?

Review by Pricerunner Customer Satisfaction Evaluation, submitted 27/04/08.

Overall rating Comments Ordering the appliances was easy enough, however, the delivery process left a lot to be desired. On the day before my original delivery, I was told to expect the driver between 9am and 1pm. I made arrangements to have someone at the property at 9.30am. Imagine my surprise when the driver called me at 7am and said he'd be there at 7.50am !! I called the delivery company to tell them that this was outside the delivery window I had been promised, and they assured me that the driver would attempt to deliver during the time I was promised. The driver left me a voicemail at 8.10am to say he had been waiting for me, and would not be delivering on that day. When I called Sainsburys to complain, they told me that the driver said he left at 9am, however, this was not possible, as my house is a new build, and there was no way he could have found my property without my directions. After a few calls, I managed to get delivery arranged for Saturday. This time, they called me on Friday, and said that I should expect the driver between 7am and 11am. The driver came on time this time, around 8am, but as I mentioned before, he got lost, his sat nav put him in the next village, about 10 minutes away !! Delivery was almost painless, however, two of my items were duplicated on their manifest (I need to check that Sainsburys has not billed me twice for them), and then, the driver said that Sainsburys had not told them to connect my dishwasher, even though I had paid for that !! I called Sainsburys again to complain, and they said that the best they could do for me was to refund my connection charge, which still left me with a dishwasher I can't use, and now I have to pay a plumber to connect, which will cost me a bit more. To make things worse, I was practically forced to sign that all the appliances had been tested and were in good condition even though: 1. I couldn't use the fridge freezer or the freezer for a few hours after delivery, as advised. 2. Dishwasher was not connected AT ALL, not even plugged in, just pushed into place. 3. Washing machine was not even switched on. An online store is only as good as the delivery process, and I have to say the 'service' I received from the delivery company was very, very poor.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 24/04/08.

Overall rating Comments Asked to change delivery which was agreed by them, but it was not 'confirmed on their system', so change didn't happen. Was told product was in stock but it wasn't, and there was no notification of this. They were supposed to confirm delivery time the day before, but they didn't. Delivery was finally made two weeks late, at the third attempt. Complete shambles.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 24/04/08.

Overall rating Comments looking through the site for my washing machine was easy, at first i was put off by the 19.99 delivery charge but with research and the fact i could earn Nectar points the prices were good. The after sales service and tracking of the order was excellent!

Review by Pricerunner Customer Satisfaction Evaluation, submitted 24/04/08.

Overall rating Comments We were kept informed at all stages of the progress of our order. Even though the appliance was in short supply due to demand, and we had to await a delivery from the factory. As soon as the product was availabe we were informed and had several telephone calls explaining exactly when the appliance would be delivered. On delivery the men were most helpful, unpacking the appliance and disposing of the packaging before transporting the appliance to its final resting place. We were highly satisfied with the experience of purchasing from Sainsburys and we shall continue to be loyal customers

Review by Pricerunner Customer Satisfaction Evaluation, submitted 23/04/08.

Overall rating Comments Helpful and timely reports on progress. Everything happened as stated. Competitive price if not the very cheapest

Review by Pricerunner Customer Satisfaction Evaluation, submitted 21/04/08.

Overall rating Comments As with all deliveries, apart from Ocado, the lottery of delivery times is frustrating. Such wide time slots do not allow you to readily plan other events, particulary taking children to school etc. Delivery staff were reported to be very helpful. Surprised at delay in delivery date from order.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 20/04/08.

Overall rating Comments I ewas very disappointed that my booked date on the internet was cancelled and it ended up being two weeks before the appliance was delivered. The poor availability of delivery times was not acceptable.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 19/04/08.

Overall rating Comments Original order No. SBY618514. Despite being given delivery time, product out of stock & delivery not achieved. New order No. SBY0178859 delivered 1 hour late. Credit card debitted at time of original order not at time of actual delivery as stated on websight. Purchased from Sainsbury's because of promise of 'Rapid Delivery' but in reality proved a lot slower than other competitors. See my email to Customer Services on 9 April at 0853. I now wish I had gone to Tesco's instead for a very similar overall price which would probably have achieved a quicker delivery.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 17/04/08.

Overall rating Comments Item kept on being delayed until it was more than a month late.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 16/04/08.

Overall rating Comments really pleased with the purchasing experience after having bought 2 items in the space of 3 weeks. disappointed that i had paid for uplift of my old appliance but this was not on the delivery drivers sheet and I have still to hear from them as to when they will complete this.Hopefully tomorrow. Happy that my uplift charge will be reimbursed. also i was given 2 different delivery times only for the appliances to be delivered earlier than the final given time. overall, if I did need any other appliances, Sainsburys would be my choice for price, options and excellent customer service staff....thank you

Review by Pricerunner Customer Satisfaction Evaluation, submitted 13/04/08.

Overall rating Comments Excellent service, thank you. Really appreciated the telephone calls from "HQ" and from the delivery driver who called to tell me where he was and when he was likely to arrive - I thought this was excellent customer service. Only slight disappointment was that the website offered Wednesday delivery but I received a phone call to say that the first available date was Friday and the website was wrong, but at least somebody telephoned to tell me on the day I placed my order - which for a Saturday I thought was very good service. Thank you!

Review by Pricerunner Customer Satisfaction Evaluation, submitted 12/04/08.

Overall rating Comments Providing prices are competitive then I would most probably use Sainsbury'sagain. Web site was extremely informative esp. product details- much better than many of the main electrical retailers eg Comet etc. Hopefully your after sales service is as good.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 11/04/08.

Overall rating Comments Extremely impressed with the price and quality of the service provided by Sainsbury's I have already reccommended them to friends and work colleagues. Their staff kept me well informed (in a friendly and not condiscending manner) aboutwhat was happeningand arranged the delivery to suit my needs. The price was also extremely competitive. I will certainly be buying from them in the future. Thank you Sainsbury's

Review by Pricerunner Customer Satisfaction Evaluation, submitted 10/04/08.

Overall rating Comments Competitive pricing,delivery date advised,two calls to confirm delivery between 8am and noon,call from driver pinpointing the hour of delivery.On time old appliance removed,new appliance unwrapped.Very good service,well done!!

Review by Pricerunner Customer Satisfaction Evaluation, submitted 07/04/08.

Overall rating Comments I had shopped around all the local electrical appliance shops including on-line, Sainsburys came up cheaper on all 3 items and to bonus I received over 1,000 nectar points. Very happy customer!

Review by Pricerunner Customer Satisfaction Evaluation, submitted 05/04/08.

Overall rating Comments Product not in stock but this not specified on item information. Wait for up to 4 weeks for item. Cancelled order and ordered elsewhere.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 02/04/08.

Overall rating Comments was a bit hesitant at first,as saw it was sainsbury's then it went into other names,as partners,went ahead the web was clear,and easy to look at,made purchase,and was pleased with service,delivery team very good, ten out of ten for service many thanks

Review by Pricerunner Customer Satisfaction Evaluation, submitted 02/04/08.

Overall rating Comments All fine except delivery time. Man rang the day before to confirm delivery time to be between 3pm and 7pm. Delivery actually happened at 9am. Delivery driver (Expert logisitics) claimed that the ringing of customers to give time of delivery was nonsense and that they operated to their own schedule. Apart from that averything else was fine, machine in good condition.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 30/03/08.

Overall rating Comments Terific price and good service. The cooker is wonderful and we saved a fortune by buying in line. We found Sainsbury's to be the cheapest and we got loads of Nectar points. Fantastic - well done and thank you.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 29/03/08.

Overall rating Comments The order was cancelled following a cold call from Sainsburies, extolling the vitues of the appliance, explaining the problems of water damamge and then finally suggesting additional insurance (but the reason for the call ie to actually sell this insurance was never given). Not at all impressed.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 28/03/08.

Overall rating Comments The washing machine I wanted was available at a very competitive rate and the charge to remove my old washing machine was very reasonable. I was sent a text to confirm my order and was phoned the day before delivery to confirm a time slot. Unfortunately the delivery was a little late but we were phoned in advance to let us know. The washing machine was unpacked to check everything was OK. I am very pleased with the service and my new washing machine.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 27/03/08.

Overall rating Comments Excellent support throughout but felt a little over the top to get same message as a text on my mobile and as a voice on the landline! Never had such a communitative purchase before!

Review by Pricerunner Customer Satisfaction Evaluation, submitted 27/03/08.

Overall rating Comments I decided to purchase a Hotpoint Washer Dryer from Sainsburys Kitchen Appliances as, although they were not the cheapest on price, I considered them to be a reputable Company and assumed there would not be any problem. Ordering online was easy to follow and the delivery date acceptable, especially as I had placed my order shortly before the Easter period. I printed all the acknowledgements received and eagerly awaited a telephone call on the evening of Tuesday 25/3/08 to advise of my 4 hour delivery slot for Wednesday 26/3/08. Someone from Sainsburys rang around 11am on 25/3/08 to advise of the extra warranty available on the Hotpoint appliance, but I declined this. Nobody rang on 25/3/08 with a delivery time. On 26/3/08, I rang Sainsburys Customer Services who informed me that the delivery firm would ring, which they duely did, within a few minutes. They informed me that the washer dryer had been taken off the delivery vehicle for some unknown reason. I later rang customer services again, who advised that the appliances WAS going to be delivered and would ring back in 20 mintues to confirm. Nobody had contacted me 2 hours later, so I rang again and was told someone was making enquiries. On 27/3/08, I was informed my report had been referred to a Customer Services Champion. The net result of this is that I am STILL without a washer/dryer at home as mine had been disconnected and taken out at the weekend. As a parent with a young child, this is starting to get beyond a joke. I am extremely unhappy that a Company priding itself as a blue-chip Company should make so many basic errors.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 25/03/08.

Overall rating Comments Many thanks. Received goods ok and will use Sainsburies again! Brilliant customer service!

Review by Pricerunner Customer Satisfaction Evaluation, submitted 25/03/08.

Overall rating Comments On line was good and easy but gave delivery times that were not available. Customer service was good ringing to arrange new delivery and times. Delivery was late and appliance was dented.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 24/03/08.

Overall rating Comments I was told by delivery man they had 10 mins to be in & out - impossible!! Furthermore the product (washer/dryer) was faulty & didn't work!! Am still awaiting rectification!! NOT IMPRESSED

Review by Pricerunner Customer Satisfaction Evaluation, submitted 24/03/08.

Overall rating Comments A very easy and cost effective way to buy goods. I have used the Sainsburys site before and once again I cannot fault the se.rvice offered

Review by Pricerunner Customer Satisfaction Evaluation, submitted 22/03/08.

Overall rating Comments This is the second appliance I have ordered through Sainbury's K A, both times I have booked an appointment on the net, made arrangements to be in on that day and then been phoned to say that that slot was no longer available. Last time I waited days for them to deliver the appliance to me, but this time I could not afford to be without a washing machine, so I cancelled and bought the machine from a local shop, they delivered that afternoon, installed it, tested it and took away the old appliance. It ended up costing the same as buying it from Sainbury's and the experience was far better. I buy through the net frequently and have not had a problem with delivery slots being unavailable withany other company, I suggest this is an area where great improvement could be made.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 19/03/08.

Overall rating Comments The old washing machine was removed from the property and placed on the courier’s vehicle. The new washing machine was unpacked by the delivery team kerbside and brought into my property; straight away I noticed damage to the machine. I pointed this out and a note was made on delivery note. The driver gave me the option of keeping or returning it but informed me and my wife that I could use the washing machine with the damage but call Sainsbury once they had left and they would resend a new one out. How untrue this was, I was informed by customer services Sainsbury that I could return the machine but must not use it!! Or I could accept £35 compensation now and keep it. If I was to return it, it would take up to 10 days for a replacement and I would be without a machine in the meantime. Note: my other was working! I felt I was misled by Sainsbury’s couriers and given no choice but to keep it by customer services or do without a machine. All in all poor service by Sainsbury

Review by Pricerunner Customer Satisfaction Evaluation, submitted 17/03/08.

Overall rating Comments The on-line ordering was clear and simple. Notification of delivery was good, although I was given one delivery slot by phone and a further different time by text. I had to phone the customer services number on the day and this was sorted out efficiently. The delivery team were both helpful and courteous, despite a long drive from Scotland.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 16/03/08.

Overall rating Comments Very good communication throughout regarding delivery time slot, especially liked the text and phone calls. The delivery team kept their promise of delivery time & were pleasant enough to boot. Cheers Sainsburys! If only your groceries were more affordable, I might shop there more often!

Review by Pricerunner Customer Satisfaction Evaluation, submitted 15/03/08.

Overall rating Comments Easy to order and pay for, excellent choice of delivery slots, helpful customer service team, delivered on time, unpacked and put in place, delivery team very helpful and friendly

Review by Pricerunner Customer Satisfaction Evaluation, submitted 15/03/08.

Overall rating Comments Very happy with the exprience.Especially liked the conformation phone call which was reassuring. Got the phone call from delivery company the night before as expected, but was given a 6 hour delivery slot not the 4 hour slot I was originally told. Delivery driver then phoned at 07:10am on the day of delivery(which I thought was rather early for a Saturday) to say they should be with me before 12 midday and that they would phone again 1 hour before they estimated they would arrive.Although this did not happen I was very pleased when they arrived at 10:30.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 14/03/08.

Overall rating Comments I found the whole experience from start to finish satisfactory. Delivery was prompt, efficient and drivers were cheerful and pleasant. The only downside I felt, was the telephone call I received offering me extended warranty, I did decline, but nevertheless felt slightly pressurised. I would use Sainsbury's again.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 12/03/08.

Overall rating Comments Customer services have a full log of the problems I have experienced with the delivery of two items on my order - only one of which turned up on the scheduled delivery date of 6th March. The hob arrived, but the oven didn't. It was investigated as to why it wasn't delivered and it had never even been in stock to allocate to me - never even scanned. I was told it would be a further 2 weeks for the item to come from the manufacturer. I had my kitchen in turmoil as we had removed our old oven and hob but didn't receive the oven. We had arranged for our new products to be installed that evening, but instead had to get the old oven re-fitted and I had to ask for customer services to pick up that bill, which after discussion at their end they agreed to do. I'm not happy with the 'not my problem' attitude of the delivery driver. I'm not happy that Sainsbury's were completely unaware of the missing item from my delivery and thought it was in stock and on it's way to me. Not happy that I've had to ask for the fitting bill of my old oven to be reimbursed - that should have been offered immediately. I'm not happy that I have to take more time off work to be home for a second delivery. Delivery of the new oven is now scheduled for 18th March - hopefully it will arrive as planned, but this doesn't make up for the hassle, stress, kitchen/cooking facility disruption and the repeated mess I will have next week - especially as I have two young children. Overall a very unsatisfactory experience so far. I am hopeful that everything will go smoothly on 18th March and I can put this order behind me.

Review by Pricerunner Customer Satisfaction Evaluation, submitted 11/03/08.

Overall rating Comments i rang the hotline number and sent an email before i made my purchase, just checking that the appliance was exactly what i wanted. Not been able to see before i purchased i was slightly worried. But pleasantly supprised that i choose well, and my purchase is great.

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