Morrisons customers say Christmas deliveries and discounts down

Morrisons has apologised after tech issues affected reductions and on-line deliveries throughout the UK.

Prospects have been unable to redeem reductions on their loyalty playing cards and had Christmas deliveries postponed at quick discover on Monday morning.

Morrisons stated it was investigating the problems in retailer and on-line however didn’t give any data on the causes of the outage. All shops have been again to regular by Monday night, the BBC understands.

In response to the issues on the tills, the grocery store chain has utilized some loyalty reductions to all prospects.

It’s making its high 100 Extra Card costs the common worth for all consumers, even when they don’t seem to be members of the loyalty scheme.

Extra Card prospects may even get an additional 10% off their complete store “as an apology”.

Each measures can be in place till the tip of Tuesday, Morrisons stated.

Prospects who shopped on Monday earlier than the ten% low cost was launched can return in retailer to redeem the low cost, Morrisons stated.

Some dwelling deliveries could arrive late, and click on and acquire prospects ought to await an e-mail earlier than going to shops, the corporate stated.

However some prospects have informed the BBC their on-line orders – containing their Christmas Day meals – have been cancelled altogether.

And others have informed the BBC they’ve skilled comparable points earlier than in the present day, together with over the weekend and “within the final couple of months.”

One buyer stated he missed out on about £20 of reductions.

“I added every thing up as I went across the store and it got here to £70, which with all my card reductions and vouchers ought to have price me nothing on the checkout,” Steve Weatherby, from Huddersfield, informed BBC Information.

“However it got here up as £90. Not one of the reductions and affords across the retailer, like 50p off, had been utilized.

“So I needed to pay it as I used to be searching for Christmas lunch and issues we would have liked.”

He added: “The employees have been getting upset as they weren’t conscious of what was taking place, and it is not their fault.”

One other buyer informed the BBC her on-line order was cancelled on Monday morning.

“I booked it ages in the past, when the supply slots first got here out for Christmas,” stated Moira Grey, from Northumberland.

Unable to depart the home resulting from sickness, she added she was “actually harassed,” as her order included turkey and trifle for Christmas Day.

“[Morrisons] stated they could not do something… in addition they stated their methods have been down,” she added, saying that Morrisons supplied a £10 goodwill voucher.

One other buyer, Lorraine Calvo from Northumberland, had her supply cancelled within the morning and stated Morrisons informed her this was resulting from an issue with the IT system.

“I noticed the e-mail at 8.30am and was a bit shocked as a result of they texted me final evening confirming the supply,” she informed the BBC.

“It was all my weekly store to get me by Christmas, and cat meals and every thing.”

Since this story was revealed on-line, Morrisons acquired in contact with Ms Grey and Ms Calvo, and promised to ship their orders on Monday, freed from cost.

It additionally disputed the claims that these cancellations have been because of the essential methods situation, telling the BBC that they have been separate issues which have been handled by buyer companies.

However it did say in an announcement: “If for any motive there are remoted cancellations, our group can be in contact on to resolve them.”

Morrisons had been promoting massive reductions forward of Christmas, together with some greens for 10p.

“There’s by no means an excellent time for a tech glitch, however for it to occur on what is predicted to be the busiest day of the 12 months is the stuff of nightmares,” says retail analyst Natalie Berg.

“It will additional erode shopper belief and influence profitability.”

Monday was predicted to be the busiest buying day for supermarkets this 12 months, according to retail analysts Kantar.

Gross sales at supermarkets are anticipated to succeed in over £13bn for the primary December ever.

Morrisons is the fifth-largest market grocery store within the UK, in response to Kantar, with 8.6% of the grocery market within the 12 weeks main as much as 1 December 2024.

“Retailers are placing increasingly offers by their loyalty playing cards and if consumers cannot entry them, they’ll really feel cheated,” stated Ronan Hegarty, information editor of commerce publication The Grocer.

The Morrisons web site was additionally down for a interval within the morning, with error messages on some pages suggesting invalid or late responses from servers.

Further reporting by Alex Emery.