Morrisons Christmas delays continue for a second day
One customer told the BBC that she was left waiting for about PS200 worth of groceries, while another said he struggled to get answers from the firm regarding his Christmas shop. 
One customer told the BBC she was left waiting for about PS200 worth of groceries, another said he struggled to get answers from the firm about his Christmas shop.
It follows chaotic scenes at the UK’s fifth biggest supermarket on 23 December – the biggest grocery shopping day of the year – which saw deliveries cancelled and discounts not applied.
Morrisons has apologised and says deliveries are back to normal but it has yet to reveal the cause of the problems despite repeated requests from the BBC.
“Today the Morrisons store experience is back to normal, but all More Card customers will still get 10% off their whole shop instore throughout the day,” the supermarket told BBC News on Tuesday morning. The supermarket told BBC News on Tuesday morning that the Morrisons store experience is back to normal. However, all More Card customers will still receive 10% off their entire shop instore throughout the day. “We are determined to not let any customer down this holiday season. “
‘In limbo’
One Morrisons customer in Worcestershire, who did not want to be named, received a text message on Monday saying her delivery had been delayed.
Early on Tuesday morning, she still had not heard anything from Morrisons and had not got the delivery.
The customer had an order worth about PS200, and had saved vouchers over the year to take it down to PS100.
She said the lack of communication left her “in limbo”, wondering whether to “go
today and spend PS200 and then come home and Morrison’s turn up with PS200-worth of shopping,”
She eventually received her order later on Tuesday.
Problems started early on Monday morning, when customers who had ordered for Christmas started receiving emails saying their deliveries would be delayed or cancelled.[out]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 on Monday morning. He said that the manager who answered his call was “less-than-helpful.” Matthew told BBC News that the manager said he had to wait until a problem was resolved before he could contact me. He never did. He added: “I’ve since learned that four other people in my village had their Christmas deliveries also cancelled yesterday. “
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. Nor has it explained what has caused the problems with its systems.
Mr Welch ended up buying his groceries locally.
“I’ll be swapping to another supermarket, but I won’t use Morrisons again for anything,” he said.
Since this story was published, Morrisons has been in contact with Mr Welch with an offer to deliver the order and add points to his card.
‘Will not be forgotten’
Consumer expert Kate Hardcastle says the supermarket chain needs to be more transparent with its customers about what has happened.
“It’s something that will be not very quickly forgotten into the new year,” she told the BBC. “I think they should be honest and do as much as possible,” says Kate Hardcastle. “
