GROCERY GLITCH
Sainsbury’s to offer vouchers to furious shoppers left without deliveries after technical glitch – how to claim
What customers should do explained
SAINSBURY'S customers will be offered e-vouchers after they were left without online deliveries this morning.
The supermarket confirmed earlier today that a technical issue resulted in the cancellation of customer orders.
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Over 500 shoppers reported issues with the service, via Downdetector, but the technical issues have since been resolved.
Sainsbury's apologised for the inconvenience and told The Sun that affected shoppers would be offered an e-voucher.
Affected customers should see the e-voucher appear on their accounts within the next 24 hours.
The Sun has reached out to Sainsbury's to find out how much these vouchers will be worth.
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Angry customers took to X (formerly Twitter) to complain that their online shopping orders had not arrived this morning.
One person posting on the site said: "Sainsbury's My delivery was due between 0730 and 0830.
"It didn't show, and I've had no email, and my card hasn’t been charged. Are you able to advise, please?"
In response, a Sainsbury's customer service agent said: "I'm sorry for the tech issue."
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"We're aware there is an issue and we're working to have it fixed ASAP.
"At this stage I wouldn't be able to confirm when your deliver will happen."
Another customer said: "Your customer service line is not working - it consistently disconnects calls.
"I've tried eight times this morning to find out what happened to my order."
Another added: "The absolute cheek of Sainsbury’s completely ghosting their customers about their deliveries being cancelled today.
"I live in a rural area they haven’t even bothered to phone, text or email me about my order being cancelled this morning."
It's understood that the technical issue was isolated to those who've placed orders online.
The ability to shop in-store remains unaffected, but it's unclear if click and collect orders have also been affected.
A Sainsbury's spokesperson said, "A small technical issue affected some groceries online orders this morning.
"We have contacted these customers directly to apologise for the inconvenience."
Simon Roberts, chief executive of Sainsbury's, also told The Sun: "Obviously, in a business of this size, there are sometimes issues.
"This was a small technical change that has caused disruption for a small number of customers and we are rearranging deliveries for customers.
"It is unrelated to the earlier issue in March and it has nothing to do with a hack, and neither was last month's."
It comes just weeks after the supermarket was hit by a similar glitch, which cancelled the majority of online deliveries in March.
Angry customers were also left unable to pay at the tills after company bosses admitted that most online shops would go undelivered.
Thousands of affected shoppers were issued with a free £10 voucher after the service failure.
Despite technical issues today Sainsbury’s has said it expects to deliver “strong” profit growth over the year ahead.
The supermarket giant reported a better-than-expected 1.6% rise in underlying pre-tax profits to £701 million for the year to March 2.
Simon Roberts, chief executive of Sainsbury’s, said it is moving to focus on food and keep prices affordable in a bid to “win customers from all our key competitors”.
Sainsbury's has plans to focus on the food it produces and keep prices affordable for shoppers.
The supermarket said it understands households are still struggling and has already reduced 4,000 in price over the last year.
What usually happens with cancelled online orders?
During the supermarket's last technical glitch, Sainsbury's said it would contact all affected customers to discuss rearranging their delivery.
If your order doesn't turn up, you will not have been charged.
But on the odd chance that you have been, you'll be entitled to a full refund.
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If you don't hear back from the supermarket after the technical issue is resolved, we recommend you contact Sainsbury's yourself.
You can do so by calling 0800 328 1700.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected].
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