Sainsbury’s is unable to fulfil the “vast majority” of online deliveries today and Tesco is also cancelling some online orders as both supermarkets say they are experiencing technical problems.
Sainsbury’s said it was experiencing “technical issues” at some stores – due to “an error with an overnight software update” and affecting some contactless payments.
In a statement to Sky News, a spokesperson said: “Unfortunately, this means we will not be able to deliver the vast majority of today’s Groceries Online orders and we are currently unable to contact customers directly.
“Our online ordering system is working as normal and customers can place a new order now for delivery any time from tomorrow.”
Sainsbury’s said it was working to fix the issue and apologised to customers affected.
It said all stores remained open, and that the “majority” of chip and pin transactions are working.
“We know some customers are experiencing intermittent issues and colleagues are doing all they can to support in store,” a spokesperson said.
Argos, which is owned by Sainsbury’s, has also been affected by the software update, meaning customers may have issues with ordering new items or collecting orders in-store.
Tesco also experiencing problems
Tesco said hours later that it was also experiencing “a technical issue”, meaning “we have had to cancel some online orders that were due for delivery today”.
The supermarket chain apologised to customers, and said it was working to fix the issue.
Customers whose order was impacted would receive an email and be able to place a new order and view available slots.
If an order was cancelled, customers won’t be charged, it said.
‘Poor communication’
In Burton upon Trent in Staffordshire, some Sainsbury’ customers vented their frustration about being unable to pay with contactless methods this afternoon.
Mary Griffin told Sky News: “Surely IT can have a backup of some description so that they can take card payments. I just find that they’re going to lose some customers today.”
Meanwhile, Chris Bingham said: “I was okay cause I like to pay cash anyway…the other thing Argos is shut – they can’t even do the click and collect.”
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Jason Jerome, from Dawlish in Devon said his local Sainsbury’s store was “crazy” this morning, with tills “six or seven deep”.
“Bless the staff, they were trying their hardest to alleviate people’s fears. It was just so busy, it was crazy.
“It must’ve took me an extra 20 minutes just waiting in the queue,” he said.
Another customer criticised the supermarket’s “poor communication”.
Yvonne, 56, from the Reading area, told the PA news agency: “It was obvious something was wrong at 7am as that’s when they send the receipts normally. Couldn’t get through to anyone about my 8am to 9am delivery.”
She said she received no communication from the supermarket apart from social media “which not all customers will have”.
“Should have been an email or text to customers which would have helped those like myself expecting an early morning delivery.”
The supermarket also assured customers on X that their personal data “will still be safe and secure even with the issues going on”.
The supermarket’s page on X was inundated with customers’ complaints that their orders had not arrived this morning.
