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Some Morrisons customers missed out on a traditional Christmas dinner after their online orders did not arrive in time, leaving them to raid their cupboards to cobble together a festive feast. Customers told the BBC their “Christmas was ruined” as they had to make do with makeshift meals ranging from potato waffles to pickled onions. Morrisons blamed “systems issues” for the disruption faced by customers from 23 December both in-store and online. It apologised at the time and implemented extra discounts, and said it fulfilled many orders by Christmas Eve. The supermarket said it was still investigating the cause of the issue, but told the BBC “it’s not something we’ll be commenting on”.
Kate from Exeter was a Morrisons customer who was left feeling frustrated and disappointed. She had to cancel her order without being notified, and was left with a limited budget. “Our whole Christmas was ruined,” she said. “They cancelled my order without notifying me so by the time the delivery slot came and went, the shops were closed… My daughter and son were coming for Christmas Day and Boxing Day – both are disabled so couldn’t get to the shops. We basically had bubble and squeak on both Christmas and Boxing Day.”
Kate’s daughter, who uses a wheelchair, was also frustrated with Morrisons’ customer service. “Christmas dinner is something we really look forward to,” she said. “If they had been having problems the day before and communicated, then people could have gone to other stores. We’ll probably be going somewhere else next Christmas.” The supermarket has offered her £10 in loyalty points but she is yet to accept and is still waiting for a refund.
John in Edinburgh also had to turn to his freezer for Christmas lunch with his partner and friend. He said his order was initially delayed from 23 to 24 December, before finding out too late that it would not be coming at all. “I called them but all the lines were closed,” he said. “So Christmas lunch was chicken, potato waffles, some leeks I already had in and gravy. At least the company was good.” He said that despite his food not arriving, he was still charged £150 by Morrisons. “They agreed yesterday to reimburse me but I am still waiting for the money,” he said. “They have offered a £10 goodwill voucher, but I won’t be using them again.”
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