A ‘JOBSWORTH’ Sainsbury’s delivery driver reportedly refused to hand over a customer’s FOOD shop as he had no ID to prove he was 18 – despite him being 32 and sporting a thick beard.
Marketing director Adam Frank had been awaiting his food delivery last week but instead was left with just a tub of beetroot salad for his dinner.
Sporting a full beard, Adam answered the door and, despite claiming he’s never been asked for ID on any other delivery, was told he needed it to receive online shopping with the supermarket giant.
Adam had only ordered vegan food for himself, and some milk and bread for his disabled housebound dad – but not a single age restricted item.
Having sent his passport off to be updated, Adam had nothing to prove his age and so the driver refused to hand over the customer’s shopping.
And now the self-employed businessman has been left £46 out of pocket – after being told it was a three to five working day wait before he would be refunded.
Adam, from Grimsby, Lincolnshire, said: “It’s absolutely ridiculous. I’m so angry.
“I’d just ordered vegan food, just plant-based food, beans and bread. Apparently Hovis is illegal now.
“When I opened the door, the guy said ‘are you over 25?’ I said I was 32.
“He asked if I had any ID on me and I didn’t because I’m waiting for my passport to be delivered back.
“I look the part – I look 32. I’m very obviously not under 18 anyway – but there was no alcohol, no cigarettes.
“I was told I couldn’t have my normal food shop.”
Adam was then told he couldn’t have his food delivered the next day either – and would have to wait up to five working days for a refund.
Adam said: “The driver absolutely refused to hand over my delivery and took it back.
“I was very embarrassed because my neighbours were watching and laughing at me.
“I thought Challenge 25 was about alcohol and cigarettes. They’ve not even apologised.
“I said I wasn’t happy and asked if I could get a same day delivery, but they said they couldn’t do that.
“I’ve ordered from Sainsbury’s before and never had this issue.
“I’ll have to be careful now when I go for my replacement shop – £46 is a lot of money out of a weekly budget. I have to wait three to five working days for a refund.
“I run a business and usually buy online shopping because it’s a lot easier, but now I’m going to have to go to the shops.
“Some of it was for my dad too because I’m his full time carer. I had ordered the basics for him too as he’s housebound.”
According to Sainsbury’s, it operates a Challenge 25 policy on online deliveries.
Their website delivery terms and conditions state: “We operate a ‘Think 25’ policy.
“If the person receiving the goods looks under 25 we will request proof of age. We may retain the goods if proof of age or an alternative adult is not available.”
Other customers slammed Adam online for failing to read the terms and conditions, but he admits he had presumed any age guidance was for age restricted items only.
Adam said: “I called Sainsbury’s and they basically said it was just their policy and to deal with it. Apparently it’s at the driver’s discretion.
Sainsbury’s said: “Our drivers must be confident they’re leaving the delivery with someone over 18 no matter what the order contains.
“If they look under 25, they must follow policy and ask to see valid ID.
“Apologies for any inconvenience caused.”
A Sainsbury’s spokesperson said: “Our terms and conditions explain customers must be over the age of 18 to receive our online delivery service.
“To ensure this process is followed, our drivers are trained to follow our Think 25 policy. Unfortunately on this occasion Adam did not have ID and was unable to receive his order.”
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