Until last month I’d never used online grocery shopping, my expectations were low based on a few occasions maybe 10 years ago when we ended up with some unexpected oversized bags of muesli and industrial tins of tuna. However, after coming back from holiday recently and having a huge grocery list, a friend recommended Sainsbury’s so I thought I’d give it a go.
First time was successful, navigation was logical and I even chose one or two new products after seeing them on the premium list – so far the system was a success for both me and Sainsbury’s. My shopping was then delivered by two friendly people who, because it was my first time, explained a bit more about how it all worked with regards to substituted products and the returns policy. The brand experience was seamless and again I felt more secure and looked after than if I’d actually gone into one of their stores.
However, a disconnect occurred at the point at which I received the actual shopping. With ‘remember to recycle me’ printed on most of Sainsbury’s shopping and their no free carrier bags at the checkout policy, I was entirely surprised and disappointed to receive my shopping in a plethora of plastic bags. There is the option to return the bags on your next delivery but that reopens the bottom drawer in your kitchen as a permanent breeding ground for bags.
Surely Sainsbury’s can think of a better way to store and transport groceries that’s better for the environment? It is incongruous that a brand which promises such environmental awareness, and often delivers it, would force upon you a wodge of landfill waiting to happen. Unfortunately in my case it led me to wonder whether their green concern was purely for show and not underpinned by any real integrity. I’m sure this isn’t true but the point is that I thought it as a result of a small part of this otherwise excellent service. Sometimes it’s the details that let you down.
You can normally recycle the bags in-store :)
Sadly this kind of thing is not uncommon. I often hear stories when one brand experiences is out of sync with what the brand promises and how that adversely effects a consumers likelihood to buy again.
The fact that you have blogged about it is clearly even more damaging to Sainsbury's than you not buying on-line again.
I wonder whether Sainsbury's have social network monitoring systems in place to they pick-up on your blog and handle it sensibly.
I doubt it.
But surely you can opt to have your groceries delivered without bags - you certainly can on Tesco.com - and you score extra green (loyalty) points if you do.
Jeremy Brown
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Member since: 09 Dec 2008
Last login: 17 Nov 2009
Total Posts: 15
