Getty PhotosMorrisons 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 mentioned 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 prime 100 Extra Card costs the common worth for all customers, 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 mentioned.
Prospects who shopped on Monday earlier than the ten% low cost was launched can return in retailer to redeem the low cost, Morrisons mentioned.
Some dwelling deliveries could arrive late, and click on and acquire prospects ought to look ahead to an e-mail earlier than going to shops, the corporate mentioned.
However some prospects have advised the BBC their on-line orders – containing their Christmas Day meals – have been cancelled altogether.
And others have advised the BBC they’ve skilled comparable points earlier than at this time, together with over the weekend and “within the final couple of months.”
‘Workers have been getting upset’
One buyer mentioned he missed out on about £20 of reductions.
“I added the whole lot up as I went across the store and it got here to £70, which with all my card reductions and vouchers ought to have value me nothing on the checkout,” Steve Weatherby, from Huddersfield, advised BBC Information.
“Nevertheless it got here up as £90. Not one of the reductions and presents 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 workers have been getting upset as they weren’t conscious of what was occurring, and it is not their fault.”
One other buyer advised 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,” mentioned Moira Grey, from Northumberland.
Unable to depart the home as a result of sickness, she added she was “actually confused,” as her order included turkey and trifle for Christmas Day.
“[Morrisons] mentioned they could not do something… in addition they mentioned their methods have been down,” she added, saying that Morrisons provided a £10 goodwill voucher.
One other buyer, Lorraine Calvo from Northumberland, had her supply cancelled within the morning and mentioned Morrisons advised her this was as a result of 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 night time confirming the supply,” she advised the BBC.
“It was all my weekly store to get me by way of Christmas, and cat meals and the whole lot.”
Since this story was printed 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 as a result of major methods challenge, telling the BBC that they have been separate issues which have been handled by buyer companies.
Nevertheless it did say in an announcement: “If for any purpose there are remoted cancellations, our crew can be in contact on to resolve them.”
‘Stuff of nightmares’
Morrisons had been promoting giant reductions forward of Christmas, together with some greens for 10p.
“There’s by no means time for a tech glitch, however for it to occur on what is anticipated to be the busiest day of the yr is the stuff of nightmares,” says retail analyst Natalie Berg.
“This may additional erode shopper belief and affect profitability.”
Monday was predicted to be the busiest purchasing day for supermarkets this yr, in response 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 an increasing number of offers by way of their loyalty playing cards and if customers cannot entry them, they’ll really feel cheated,” mentioned 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.
