Sainsbury's is failing to deliver

SAINSBURY'S is failing to deliver with its online shopping service, according to a report published today. The Sainsbury's To You facility came bottom in a Which? magazine survey of 1,544 people.

Customers said it was hard to locate items on the website, criticised the availability of products and objected to the number of substituted items when their delivery arrived.

Ocado, which operates in London, the South East and the Midlands, was rated top online shopping service. In second place was Waitrose Deliver.

Which? said: 'Sainsbury's has a lot to do to catch up with the competition. It was persistently below average.'

In an attempt to bolster the group's senior management team chief executive Justin King has made his second move.

King is bringing in Lawrence Christensen, former group operations director at Safeway, to sort out supply-chain problems dogging the business. He has already hired ex-Asda director Gwyn Burr to run the customer services arm.