There’s a quiet crisis happening in our supermarkets, and it’s hitting the people who can least afford the stress: the elderly. And honestly? It’s outrageous.
We talk endlessly about “supporting older people,” “community values,” “shopping with dignity”… yet some of the biggest retailers seem determined to make everyday life harder for them. Sainsbury’s, in particular, has managed to turn what should be a simple regular shop into a minefield of fines, apps, and unnecessary stress.
Let me tell you what happened to my mum — because it perfectly sums up how badly things are going.
The Parking Trap: A Fine for Doing Your Shopping Too Slowly
At some point, we think in 2025, Sainsbury’s quietly reduced their free parking time from 3 hours to 2 hours. No fanfare. No big signs. No clear communication. Just… changed.
My mum, who’s in her 80s, had no idea. Why would she? She’s been shopping there for decades. She knows the store. She knows the routine. She’s not standing in the car park scanning for new signage she doesn’t even know to look for.
I only discovered the change because I received a Parking Charge Notice. That’s how “clear” the communication was.
Then came the real kicker.
PCN #1 — Easter 2025
My mum did her Easter food shop. It was busy, she had a lot to buy, and like many older people, she moves at a slower pace.
Result? A £60 fine or £100 after 14 days (plus a £2.50 “handling fee” for the privilege of paying it). She paid it within 14 days because she didn’t want the stress.
PCN #2 — January 2026
Christmas shopping. Packed aisles. Long queues. Limited staff.
She took her time — because she has to.
Another PCN.
We managed to get this one cancelled, but only after spending our own time researching who to contact, drafting emails, and liaising with the right person. It shouldn’t take detective work to fix a problem the supermarket created.
And now? My mum is anxious every time she shops. She watches the clock. She rushes. She worries.
Supermarkets talk endlessly about “customer experience,” yet here we are — elderly shoppers being penalised for simply existing at their own pace.
Punishing the Many for the Actions of a Few
As if the parking situation wasn’t enough, Sainsbury’s has also made redeeming Nectar points harder for older customers.
You can no longer redeem points at the till.
No card. No simple “use my points please.”
Now it’s app‑only.
And here’s the part that really twists the knife: this change wasn’t about “modernisation” or “efficiency.”
It was because of theft.
Apparently, there’s been an increase in people stealing or misusing loyalty points.
So instead of tackling the theft, tightening security, or improving staff training, Sainsbury’s chose the laziest possible solution:
Make every shopper jump through digital hoops.
And who suffers the most?
Not the thieves.
Not the tech‑savvy.
Not the people who breeze through apps without thinking.
It’s the elderly.
The people who don’t use smartphones.
The people who don’t download apps.
The people who have been loyal customers for decades and simply want to redeem the points they’ve earned.
My mum wanted to use her Nectar points to help with her Christmas shop — something she’s done for years.
She was told she couldn’t.
Not without the app.
Imagine being loyal to a supermarket for decades, only to be told your loyalty is now locked behind a touchscreen you don’t own.
It’s not just inconvenient.
It’s insulting.
The Bigger Picture: A System That Leaves Older People Behind
These aren’t isolated annoyances. They’re symptoms of a wider problem:
- Supermarkets are optimising for speed, turnover, and digital engagement.
- Elderly shoppers move slower, need more time, and often aren’t digitally connected.
- Instead of accommodating them, supermarkets are penalising them.
Parking fines for taking too long.
Loyalty points locked behind apps.
Self‑checkout machines replacing staff.
Reduced seating.
Shrinking customer service desks.
It’s death by a thousand cuts — and older people feel every single one.
Why This Matters
Supermarkets are essential services. They’re not luxury boutiques.
They’re where people buy food, medicine, and household basics. If elderly customers can’t shop comfortably, safely, and without fear of being fined or excluded, then the system is broken.
And it is broken.
My mum’s story isn’t unique. It’s just one example of how easily older people can be pushed aside in the rush toward “efficiency.”
It’s Time to Talk About This
If supermarkets want to modernise, fine.
But not at the expense of the people who built their customer base in the first place.
We need:
- Clearer communication
- Fairer parking policies
- Non‑digital alternatives for loyalty schemes
- Systems that don’t punish people for ageing
Because right now, supermarkets — Sainsbury’s included — are failing the elderly.
And it’s time we stopped pretending they aren’t.
Rant and reason 