How do I make a complaint?

How do I make a complaint?

We're really sorry to hear you need to make a complaint. If you have a complaint about a service or product you've received, we want to know.

The quickest way to get in touch is by using our Chat service – click on the Open Chat button – which you can find at the bottom right of this page.

Alternatively, you can give us a call and a member of our team will be happy to help.

To contact us via phone, please choose one of the two options below:

  • If you purchased your item(s) in store - 0800 63 62 62
  • If you purchased your item(s) online - 0800 328 1700
  • If you purchased your 'Food To Order' of 'Occasions by Sainsburys' item(s) online - 0330 123 1129

If you need to request a refund for an item that was part of an online order then you can now do via our online refund form, which you can find here.

In some instances you may still need to speak to one of our colleagues to complete the refund request.

If you're contacting us to ask for a refund for a product purchased in store, you'll need to call us on the numbers above, or speak with a colleague next time you're in one of our stores.

You'll find more about our refund policy here.

If you've already been in touch about your complaint and are unhappy with our resolution, we're required to let you know about the Alternative Dispute Resolution scheme.

More information about ADR providers can be found here.

Important information

Related FAQs

We're really sorry to hear you need to make a complaint. If you have a complaint about a service or product you've received, we want to know.

The quickest way to get in touch is by using our Chat service – click on the Open Chat button – which you can find at the bottom right of this page.

Alternatively, you can give us a call and a member of our team will be happy to help.

To contact us via phone, please choose one of the two options below:

  • If you purchased your item(s) in store - 0800 63 62 62
  • If you purchased your item(s) online - 0800 328 1700
  • If you purchased your “Food To Order" or "Occasions by Sainsbury's” item(s) online – 0330 123 1129

If you need to request a refund for an item that was part of an online order then you can now do via our online refund form, which you can find here. In some instances you may still need to speak to one of our colleagues to complete the refund request.

If you're contacting us to ask for a refund for a product purchased in store, you'll need to call us on the numbers above, or speak with a colleague next time you're in one of our stores.

You'll find more about our refund policy here.

If you've already been in touch about your complaint and are unhappy with our resolution, we're required to let you know about the Alternative Dispute Resolution scheme.

More information about ADR providers can be found here.

Still have questions?

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Contact Information

Contacting us about an online order?
It's quicker to chat to us, by clicking the 'open chat' icon in the bottom right corner. This will connect you to a colleague, who will be able to help you, straight away. Whether it's to track your order, request a refund, report a missing item or query a substitution, we're here to help.

For queries about in-store purchases:
Alternatively, for in-store purchases, our instore team will be able to help on your next visit, or you can call us directly on 0800 63 62 62.

If you still wish to complete our contact form, we will aim to get back to you within 3 working days.

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