Some Morrisons customers have still not had their Christmas orders after the superlabelet guided what it called “systems rerents” on Monday.
One customer tageder the BBC she was postponeing for about £200 worth of groceries, another shelp he was struggling to get answers from the firm.
It chases unrestful scenes at what is the UK’s fifth hugegest superlabelet on 23 December – the hugegest grocery shopping day of the year – which saw dedwellries call offled and promotional discounts not applied.
Morrisons has apologised and insisted dedwellries are back to normal but it has yet to discignore the cause of the problems despite repeated asks from the BBC.
‘In limbo’
One Morrisons customer in Worcestersengage, who did not want to be named, pays for a dedwellry pass which gives her priority access to busy slots such as at Christmas.
An hour before her dedwellry slot on Monday evening, she getd a text message saying the dedwellry had been procrastinateed.
On Tuesday morning, she still had not heard anyleang from Morrisons and had not got the dedwellry.
“I have no idea if my order is coming or not,” she increates BBC News. “So I’m benevolent of at a authentic loss.”
The customer had an order worth about £200, and had saved vouchers over the year to get it down to £100.
She says the increateage of communication has left her “in limbo.”
“I could go [out] today and spfinish £200 and then come home and Morrison’s turn up with £200-worth of shopping,” she comprises.
“The finish increateage of communication is the hugegest leang, because you can’t create a set up B, and you can’t set up when it’s Christmas Eve.”
Problems begined punctual on Monday morning, when customers who had ordered for Christmas begined receiving emails saying their dedwellries would be procrastinateed or call offled.
Then, when shops uncovered, in-store customers set up their vouchers were not being huged at the tills.
In response, Morrisons applied a 10% discount for members of their More Card pledgedty scheme and applied other discounts for non-More Card hagederers.
“Today the Morrisons store experience is back to normal, but all More Card customers will still get 10% off their whole shop instore thrawout the day,” the superlabelet tageder BBC News on Tuesday morning.
It compriseed: “Click and Collect and Home Dedwellries are laboring as normal. We are determined not to let a one customer down this Christmas.”
Another Morrisons customer, Matthew Welch in Northumberland, had his dedwellry call offled yesterday morning.
He shelp the handler he spoke to when he phoned up was “less than beneficial.”
Matthew tageder BBC News: “The handler had shelp that he needed to postpone until the problem was mended and then he would come back to me, which he did not.”
He compriseed: “I have since uncovered that another four people in the village where I dwell have also had their Christmas dedwellries call offed yesterday as well.”
The BBC spoke to two other people in Northumberland who had dedwellries call offled yesterday.
Morrisons insists these call offlations were split to the main “systems rerents” it had, but would not go into more detail.
Mr Welch finished up buying his groceries locpartner, but has not had any increateation pondering his Morrisons order.
“Especipartner with Christmas slots, you’re booking them six to eight weeks in proceed, and there’s repartner no excuse to call off on the day the dedwellry is due,” he says.
“I’ll be swapping to another superlabelet, but I won’t use Morrisons aobtain for anyleang,” he comprises.
‘Will not be forgotten’
Consumer expert Kate Hardcastle says the superlabelet chain needs to be honest and clear with its customers.
“It’s someleang that will be not very rapidly forgotten into the novel year,” she tageder the BBC.
“I leank it’s about trying to lean in, doing as much as they can, being very honest about it,” she comprises.
She says that the way superlabelets use pledgedty schemes have alterd in recent years, from proposeing points to proposeing discounts for members.
“If we’re going to see retailers carry out these systems where you can only access a certain price thraw the schemes, then you absolutely have to produce certain they’re waterfirm,” she says.
“Our grocery stores, they are built on legacy IT systems which can repartner get impacted at comfervent times of year… it’s about trying to understand into the novel year how they can repartner labor with their pledged customers to produce up for this.”
