Sainsbury’s faced a delivery setback this morning, as a technical glitch cancelled several customer deliveries. The supermarket giant confirmed via a post on X (formerly Twitter) that technical difficulties caused the disruptions.
@sainsburys I’m assuming my order is cancelled too? No email, no text and finding information out on here, nothing official – not ideal! Can I have an update please.
— Helen Whiteley (@helsbels81) April 25, 2024
Social media channels saw a surge in customer complaints, with over 500 incidents concerning the service disruption reported on Downdetector.
As complaints mounted, Sainsbury’s continued to address customer concerns online, stating, “I’m really sorry about the tech issues this morning. We’re aware of the situation and are working to sort it as quickly as possible. In the meantime, we’d advise you place a new order for a future date.”
Customers also expressed difficulties reaching the supermarket through its helpline, with many reporting that their calls were abruptly cut off.
Hi @sainsburys my online order hasn’t arrived. I’ve tried calling customer services but just get cut off. Any advice on how I can find out what’s happened
— Vicki Windslow (@VickiWindslow) April 25, 2024
By 10 a.m., the supermarket announced that the issue had been resolved. However, customers posted on social media at 10:40 a.m. that they were still having problems.
Hey @sainsburys – is my order coming or not? Can’t get through and you’re not giving any information. Happy to got to @Tesco and buy my food but don’t want 2 lots of a weekly shop.
— OpenSideMorpheus (@MorpheusOpen) April 25, 2024
To mitigate the inconvenience caused, Sainsbury’s offered e-vouchers to those affected and provided information on how to rebook their orders.
Hi David. I’m really sorry your order has been cancelled. You’ll be receiving an email with a £20 e-voucher and details on how to rebook shortly. Sorry again for all the inconvenience this has caused you. Thanks, Anisha
— Sainsbury’s (@sainsburys) April 25, 2024
