Website bugs hit food deliveries


Published: Monday 22nd December 2014 by The News Editor

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Supermarket website glitches have caused havoc for shoppers who ordered their Christmas food delivery online.

An error on the Sainsbury’s website saw some customers struggling to book or change their orders, while Waitrose customers complained that their deliveries did not arrive yesterday. Asda had similar problems, with customers saying on social media that their orders had been cancelled.

The Sainsbury’s technical issue affected customers who tried to book or amend their order between 9.20pm and 9.50pm last night. Some users said their orders disappeared from their accounts, although Sainsbury’s reassured them that their delivery would still arrive.

Vikki Fuller, from Frimley in Surrey, said she had lost her Sainsbury’s order after trying to amend it online, despite booking her delivery slot three weeks in advance. She has now decided to buy her groceries from the shop rather than try to get the original order delivered.

She said: “I will have to go out and do my Christmas shopping now but do find doing it online much easier as its hard trying to do it with a baby.”

Another customer, Emma Mottram from south east London, said: “I tried to amend the order yesterday but the website crashed and wouldn’t let me access it. When I tried to amend it today instead, the order disappeared completely from my account, which is why I panicked.”

But she said after speaking to customer services her problem was resolved.

Sainsbury’s said customers should still receive their orders as expected.

A spokesman said: “We experienced a brief technical issue with our website last night which has now been fixed. We will be individually contacting the small number of customers affected to apologise and make alternative arrangements. We would like to reassure all customers who have orders outstanding that they will receive their deliveries before Christmas.

“We’d also like to reassure customers who did not experience issues on the website last night that their confirmed orders will be delivered as expected.”

Waitrose customers also took to Twitter last night to complain about Christmas deliveries that had failed to arrive.

Paul Mayo tweeted: “Appalling service from @waitrose. No delivery last night, no call to say it wasn’t calling – no call today to rearrange – Xmas stuff missing.”

Fiona Turner said on Twitter this morning: “@waitrose still waiting for my Christmas shop since 8pm last night. Not impressed as now have to sort out the shop with a 6month old!”

Nadine Gibbs wrote: “@waitrose you cancel my Xmas food shop(inclusive of turkey) no notice and no one answering the phone to resolve. So angry, 3 days b4 Xmas.”

Waitrose said about 2% of orders were seriously disrupted yesterday and have promised that all customers will receive their deliveries before Christmas.

A spokesman for the supermarket said: “All orders will be fulfilled in time for Christmas. The temporary IT problem yesterday was swiftly and successfully fixed. We have been in touch with any customers who might have a slight delay to their order to apologise and to arrange a delivery time to suit them.”

He added: “We have contacted any customer affected to ensure we meet their needs in any way we can in time for Christmas (rescheduling delivery or, if they would prefer, collect from their local branch). No orders have been cancelled. We are now back on track with orders today and tomorrow.”

Asda customers have also had problems with their online shopping.

Patrick Harper tweeted: “Entire food delivery for our Christmas holiday just cancelled by @asda but they can deliver… on the 29th! Shocking service.”

Anne Gregory on Twitter said: “Terrible customers service, they’ve taken my money and left us with no food!”

A spokeswoman for Asda said: “Over the weekend a handful of customers were affected by a technical glitch. We have been in touch with those customers and added a little something extra to their orders for their inconvenience.”

Published: Monday 22nd December 2014 by The News Editor

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