Sainsbury’s has issued customers to customers whose delivery orders were affected by this morning's technical glitch.
Shoppers saw their online supermarket orders did not arrive this morning due to a technical issue. Sainsbury’s confirmed to The Mirror that the issue had been resolved and that only a “small” number of customers had been affected. The supermarket apologised for the inconvenience caused and has issuing those affected with a supermarket voucher. Those customers will receive these good-will vouchers in their accounts within 24 hours. Sainsbury’s has not confirmed the value of the vouchers issued.
In its original response to a frustrated customer asking why their order had not turned up this morning, a Sainsbury's customer service agent said: "I'm sorry for the tech issue. We're aware there is an issue and we're working to have it fixed ASAP. At this stage I wouldn't be able to confirm when your delivery will happen."
Others also took to social media to share their anger over the situation with one customer reporting that their 7:30am - 8:30am delivery had not arrived but they had still been charged They said: "@Sainsburys delivery was due between 0730 and 0830. It didn’t show and I’ve had no email and my card hasn’t been charged. Are you able to advise please?."
Another reported: "Apparently, Sainsburys couldn't deliver orders this morning! A glitch, they said, also a phone problem, they said. Also, they said they would call back when I did get through! They didn't. I am disabled and rely on home delivery, Sainsburys failed me with no apology, call, or email."
Over 500 customers have now reported issues with the service according to Downdetector. Other customers were also frustrated as they were unable to contact the supermarket chain through their helpline with many claiming that calls kept being "cut off".
One shopper said: "Your customer service line is not working - it consistently disconnects calls." A second added: "Does anyone actually work at your call centre? You didn’t deliver my food shop this morning, I ordered online due to children’s disabilities and now I can’t even call you to fix it?! No food, no help. Please sort this!"
Another added: "Why has my online order been cancelled? only found out while using automated service and then kept getting cut off was due for delivery today between 9am and 10am and really poor service for Sainsbury no communication not acceptable."
A third said: "@Sainsburys your delivery helpline is not working. It keeps hanging up. My delivery is an hour late and communication as to when it will arrive. Messaged your DM on here and no response there either."
This is the second technical glitch the supermarket chain has seen in the last month. in March, an overnight technical fault saw customers unable to pay with their cards across Sainsbury's supermarket stores, due to this it was also unable to deliver online food orders that day. As it was unable to charge for the online orders, the supermarket cancelled them and told customers to reorder them again for another day.
A Sainsbury’s spokesperson said, “A small technical issue affected some groceries online orders this morning. We have contacted these customers directly to apologise for the inconvenience.”