Sainsbury's: It Takes Us Up to Two Days to Respond to Customers Upon Escalation (and Sometimes Even More Than Two Days)
IT has been over a day since I started exploring the situation at Sainsbury's [1, 2], both as a customer - one of their earliest online shoppers - and as a curious person who suspects Microsoft had a lot to do with their epic downtime/breakdown, which attracted a lot of negative press attention.
More than 24 hours ago they assured me someone higher up would get back to me, but nobody did. I've just phoned them again and they said it can take up to 42 hours (they can't explain why this seemingly arbitrary number and not 48 or 72 hours) for someone to get back to me and, in my case, maybe even longer. It took the person whom I spoke to a very long time and perhaps an escalation upwards to figure out they had promised to call me.
For those who don't know, probably because they didn't visit or don't live in the UK, Sainsbury's is one of the biggest companies here (11th among UK companies by revenue). It not only does groceries but also many other things, even banking. It also owns Argos. It's kind of a big deal. They should be able to get back to customers within less than 2 days.
There are several bureaucratic and technical issues we'll cover here in relation to Sainsbury's. Those will be very much on-topic for this site. █