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.

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Contact Information

The team will review your complaint and aim to be in touch within 3 days, but please bear in mind that over a weekend or bank holiday it may take longer to respond.
Contacting us about a refund?
If your contact is relating to a refund, including missing items from your order, queries regarding substitutions or you have issues with a product you've received, it'll be much quicker to call our team. If you ordered online, give us a call on 0800 328 1700, or if you purchased in store, please call 0800 63 62 62. Alternatively, you can speak with a colleague next time you're in store.

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