Sainsbury’s customers have had their online orders cancelled and accounts blocked by the retailer due to supposed “fraudulent activity” despite it providing no evidence.
A number of customers have complained of being told by Sainsbury’s hours before their delivery was due that their orders would not be arriving.
After contacting Sainsbury’s customer service teams, these customers were informed that their accounts had been barred due to suspected fraudulent activity, but that they were unable to discuss any details.
According to the Financial Times, which first reported the story, many customers were also forced to wait up to five days to get their money refunded.
Customers have taken to the online review website Trustpilot to voice their complaints, many of which have also struggled to secure an online delivery slot during lockdown.
Deborah Depaah said that after missing a delivery, she was informed her account was locked for “security reasons” and that Sainbsury’s was unable to give her an “exact reason” for the action.
“If I was such a threat why did they collect money?” Depaah questioned.
Another customer Cydelle Stewart who was shielding during the first lockdown, told the Financial Times that her £181.80 order was cancelled, but her account had been charged.
Stewart was told by Sainsbury’s that her account was “prohibited”, which indicated fraudulent activity was detected, however when she called her bank no evidence of fraudulent activity could be found.
While Sainsbury’s refunded the money the following day, Stewart’s account remained blocked and she was told she could appeal to have it re-opened.
Numerous other examples can be found on Trustpilot, including customers who are clinically vulnerable and had purchased 12 month delivery passes, where customers were not given any clear reasons for their accounts being permanently blocked.
Sainsbury’s said in a statement: “We serve hundreds of thousands of customers through our online delivery service every week. We have processes in place to protect customer accounts and it’s rare for these to be triggered incorrectly.
“In the rare cases these are triggered incorrectly we will reactivate them as soon as it is brought to our attention. We’re looking into what could have triggered them in this case.”