I am so angry and can not believe what has just happened but first I would like to tell you in the last few years I started shopping with Sainsburys again as I thought maybe things had changed, obviously not! Having witnessed someone of a certain age falling over in your store and although staff saw it happen, no one went to their aid, that was a few years ago and also being bought to tears a few years before that when I was challenged about the amount of fresh peas I was taking and putting into my trolley and that I was not allowed as I had to leave some for other customers and being intimidated by several managers, I left the shop in tears sobbing, however years later, here I am again thinking I would try Sainsburys again! What a mistake! I have this afternoon received my online shopping and discovered that the milk I had ordered had not been delivered and something else was incorrect and that I had ordered 200 cigarettes thinking they were superkings and in fact they were not. When the guy delivered the shopping he advised that he had no paperwork for me as he had been rushed out of the door, at the time I didn’t think it to be an issue until I unpacked the shopping. As you will appreciate, 200 cigarettes is a lot of monies worth if you are not happy with them so I called your customer service! I spoke with a gentleman there who really didn’t know what he was doing and offered to refund the money for the cigarettes. Now, I could of left it there, but I then said to him “ what about the cigarettes I already have!” Oh yea, he says, I better speak to someone and left me holding on. He then comes back and informs me that I can take them back to a shop and do an exchange which was fine except I needed the receipt, he offered to post the receipt, I told him that was no good as I needed to take them back tomorrow, can he email the receipt, he replied that he couldn’t, I then asked to speak to a manager as he clearly did not know what he was doing other than repeating himself. He advised that a manager would not speak to me unless I had a problem with him, I told him to go back and tell them I did. He came back and told me that the manager refused to take my call, I demanded that a manager call me and still he would not put me through and I then lost it by telling him I would be contacting yourself and watchdog! Considering I had saved your company over £80.00 as the guy on the phone was going to refund me, perhaps I should of kept my mouth shut and treated him and your company with the contempt I have been dished out with. I am absolutely amazed, angry , frustrated, stressed and can’t quite comprehend a company that refuses to speak to its customers, it is shameful! I am 62 years young and I do not deserve to be treated in this awful way when I was truthful about the mistake the guy made and end up having an enormous argument over something that should have been so simple to sort out. I am not the one that lost the receipt, your company did not deliver it and I am the one suffering the consequences. If this the way forward for customer services (none whatsoever) I am glad I am on the way out and not on the way in! Obviously I will be putting my experience on social media to warn people of the non cooperative customer services! I would like to hear your take on this and whether this is customer policy and what do you think of the way I have been treated! Astonished I have had to go this far, but this is how angry I feel this whole situation!