Sainsbury's and Asda customers in panic after websites cancel Christmas orders - and Waitrose shoppers complain about no deliveries
Shoppers ordering their Christmas food and drinks online faced an anxious wait after the websites of two major supermarkets crashed or cancelled orders.
Some Sainsbury’s customers complained on Twitter last night after struggling to book or change their orders, while some Asda customers said the supermarket cancelled their orders and that they lost their delivery slot.
Meanwhile, Waitrose customers also took to social media to complain about Christmas deliveries that failed to arrive.
Panic: Some Sainsbury’s customers struggled to book or change their orders
Asda told MailOnline its website did not crash, but confirmed a ‘handful of customers’ experienced technical issues. Around 50 customers were understood to have been affected by the problems.
An Asda spokesman said: ‘We’re contacting those customers today to reassure them they will be getting their orders, and to offer a little something extra for their inconvenience.’
Denise tweeted this afternoon: ‘Just been amending my order @asda for tomorrow. Probs with website as it just CANCELLED my order!!!!! Been onto customer services. No joy.’
Patrick Harper tweeted: ‘Entire food delivery for our Christmas holiday just cancelled by Asda but they can deliver... on the 29th! Shocking service.’
The Sainsbury's technical issue affected customers who tried to book or amend their order between 9.20pm and 9.50pm last night. Some users said their orders disappeared from their accounts, although Sainsbury's reassured them that their delivery would still arrive.
Sainsbury’s customer Nicola Gainey tweeted today: ‘Sainsburys process for amending orders has left me with no delivery for tomorrow why would you cancel my order?! #shocking’
Better go to the store: Some customers saw their online orders cancelled by Asda
Vikki Fuller, from Frimley in Surrey, said she had lost her Sainsbury's order after trying to amend it online, despite booking her delivery slot three weeks in advance. She has now decided to buy her groceries from the shop rather than try to get the original order delivered.
She said: ‘I will have to go out and do my Christmas shopping now but do find doing it online much easier as its hard trying to do it with a baby.’
Another customer, Emma Mottram from south east London, said: ‘I tried to amend the order yesterday but the website crashed and wouldn't let me access it. When I tried to amend it today instead, the order disappeared completely from my account, which is why I panicked.’
But she said after speaking to customer services her problem was resolved.
Sainsbury's said customers should still receive their orders as expected.
A spokesman said: ‘We experienced a brief technical issue with our website last night which has now been fixed. We will be individually contacting the small number of customers affected to apologise and make alternative arrangements.
‘We would like to reassure all customers who have orders outstanding that they will receive their deliveries before Christmas.
‘We'd also like to reassure customers who did not experience issues on the website last night that their confirmed orders will be delivered as expected.’
Waitrose customers have complained about Christmas deliveries that had failed to arrive
Waitrose customers also took to Twitter today and last night to complain about Christmas deliveries that had failed to arrive.
James Maynell tweeted today: ‘Waitrose, (I) have waited all afternoon for a delivery which has not arrived. Branch phone rings out with “try again later”. Awful service.’
Paul Mayo tweeted: ‘Appalling service from Waitrose. No delivery last night, no call to say it wasn't calling - no call today to rearrange - Xmas stuff missing.’
Fiona Turner said on Twitter this morning: ‘Waitrose still waiting for my Christmas shop since 8pm last night. Not impressed as now have to sort out the shop with a 6month old!’
Nadine Gibbs wrote: ‘Waitrose you cancel my Xmas food shop (inclusive of turkey) no notice and no one answering the phone to resolve. So angry, 3 days b4 Xmas.’
Waitrose said about 2 per cent of orders were seriously disrupted yesterday and have promised that all customers will receive their deliveries before Christmas.
A spokesman for the supermarket said: ‘All orders will be fulfilled in time for Christmas. The temporary IT problem yesterday was swiftly and successfully fixed. We have been in touch with any customers who might have a slight delay to their order to apologise and to arrange a delivery time to suit them.’
He added: ‘We have contacted any customer affected to ensure we meet their needs in any way we can in time for Christmas (rescheduling delivery or, if they would prefer, collect from their local branch). No orders have been cancelled. We are now back on track with orders today and tomorrow.’
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