Morrisons customers have expressed their outrage following significant delays with their Christmas orders and home deliveries, causing widespread disappointment during the festive season. These frustrations arose after the supermarket acknowledged "systems issues" disrupting their deliveries, which continued to be reported by customers as late as Christmas Eve.
To mitigate the unrest, Morrisons extended a 10% discount to all More Card holders as compensation, yet many shoppers claimed they encountered problems redeeming this offer during their transactions. Reports indicate numerous incidents where customers left local branches without receiving the promised discount. One dissatisfied customer recounted their experience at the Liverpool Belle Vale store, stating they were "told by staff there was nothing they could do" when the discount didn’t apply to their purchase.
Frustrations mounted as customers reported incomplete orders, leaving them scrambling for key items needed for their Christmas dinners. A particularly exasperated shopper detailed their experience, saying, "You let me down massively yesterday by telling me five mins before my collection time my preordered food order wouldn’t have a turkey, potatoes, and few other things. I had to run around seeing what I could get from other shops." Others echoed similar sentiments, highlighting the inadequacy of substitutions provided by the supermarket when desired items were unavailable.
Another customer faced disappointment when they went to collect their pre-ordered turkey, only to be informed it had been substituted with chicken instead. They remarked, "Absolutely rubbish - did our big shop yesterday wanted to use all the vouchers we’d saved and couldn’t - not shopping with you again." Yet another expressed their frustration with the ordering process, saying they had to cancel their online order altogether because they found everything marked out of stock with no suitable alternatives available.
Despite these challenges, Morrisons reassured its customers through their social media channels by stating, "Today the Morrisons store experience is back to normal, but all More Card customers will still get 10 percent off their whole shop instore throughout the day. Click and Collect and Home Deliveries are working as normal. We are determined not to let a single customer down this Christmas." The company also encouraged customers who missed the discount to return to the store with their receipt for retroactive application of the discount.
The outcry from shoppers prompted Morrisons to engage actively on social media, urging those impacted to provide details via direct messaging for assistance. While many attempted to resolve their issues directly with the chain, the sentiments expressed across various platforms illustrated widespread dissatisfaction with the service provided during such a pivotal shopping season.
With the festive period being one of the busiest times of the year for grocery stores, Morrisons' inability to effectively manage order fulfillment and customer satisfaction may have broader repercussions on its reputation. Retailers like Morrisons, who experience significant system failures during peak shopping times, often find themselves facing not only immediate backlash from customers but potential long-term impacts on loyalty and sales moving forward.
Some customers reflected on their past experiences with Morrisons, stating they have typically relied on the supermarket for their holiday shopping. Statements like, "I have used this service for many years but won’t be using Morrisons again" indicate long-standing customers reassessing their patronage due to recent failures.
While the supermarket has publicly stated they wish to make amends, the palpable frustration among customers unable to procure their necessary items, coupled with missed discounts, suggests their recovery plan may require more than mere apologies and compensatory discounts to restore confidence.
The festive shopping experience, expected to be filled with joy and celebration, for many has been marred by the logistical issues faced by Morrisons. The supermarket chain must now navigate the complex task of regaining customer trust and proving they can handle future holiday demands without disruption.
