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Some Morrisons customers have been experiencing further delays with their Christmas orders after the supermarket experienced what it called “systems issues” on Monday.
One customer told the BBC she was left waiting for about £200 worth of groceries, another said he was struggling to get answers from the firm.
It follows chaotic scenes at what is the UK’s fifth biggest supermarket on 23 December – the biggest grocery shopping day of the year – which saw deliveries cancelled and promotional discounts not applied.
Morrisons has apologised and insisted deliveries are back to normal but it has yet to reveal the cause of the problems despite repeated requests from the BBC.
One Morrisons customer in Worcestershire, who did not want to be named, pays for a delivery pass which gives her priority access to busy slots such as at Christmas.
An hour before her delivery slot on Monday evening, she received a text message saying the delivery had been delayed.
Early on Tuesday morning, she still had not heard anything from Morrisons and had not got the delivery.
She says the lack of communication has left her “in limbo”.
Problems started early on Monday morning, when customers who had ordered for Christmas started receiving emails saying their deliveries would be delayed or cancelled.
Then, when shops opened, in-store customers found their vouchers were not being accepted at the tills.
In response, Morrisons applied a 10% discount for members of their More Card loyalty scheme and applied other discounts for non-More Card holders.
Another Morrisons customer, Matthew Welch in Northumberland, had his delivery cancelled yesterday morning.
He said the manager he spoke to was “less than helpful”.
He added: “I have since discovered that another four people in the village where I live have also had their Christmas deliveries cancelled yesterday as well.”
The BBC spoke to two other people in Northumberland who had deliveries cancelled yesterday.
Morrisons insists these cancellations were separate to the main “systems issues” it had, but would not go into more detail.
Matthew ended up buying his groceries locally, but has not had any information regarding his Morrisons order.
Consumer expert Kate Hardcastle says the supermarket chain needs to be honest and transparent with its customers.
She says that the way supermarkets use loyalty schemes have changed in recent years, from offering points to offering discounts for members.
“It’s about trying to lean in, doing as much as they can, being very honest about it,” she adds.
“Our grocery stores, they are built on legacy IT systems which can really get impacted at sensitive times of year… it’s about trying to understand into the new year how they can really work with their loyal customers to make up for this.”
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