Morrisons Supermarket has found itself at the center of frustration this holiday season, with shoppers expressing their anger and disappointment over delivery chaos experienced just days before Christmas. A significant technical fault on December 23 caused disruption across multiple locations, prompting some customers to declare their Christmas had been "ruined" as they faced delayed orders and empty shelves.
On December 23, the supermarket experienced major issues with its More Loyalty scheme, resulting in customers unable to access discounts for n their Christmas shopping. Following this, home deliveries were canceled, and click-and-collect orders were delayed or, worse still, not fulfilled at all. For many, these disruptions hit hard as they relied on preordered items for their festive meals.
One disgruntled shopper took to social media to vent their frustrations, stating, "You let me down massively yesterday [December 23] by telling me five mins before my collection time..." Others chimed in with similar sentiments, pointing out the chaos caused by last-minute substitutions for their preordered turkeys, potatoes, and other essentials. "Absolutely rubbish - did our big shop yesterday wanted to use all the vouchers we’d saved and couldn’t - not shopping with you again," one customer tweeted, underscoring the discontent sweeping through the online community.
More heart-wrenching stories emerged of customers left scrambling for last-minute replacements when Morrisons could not fulfill their orders. One customer lamented, "Those were ordered over a month ago. Not acceptable. I am crying." Another added, "Your company is a disgrace! You cancelled my Christmas delivery..." Many claimed they had to rush to other supermarkets to find alternatives, highlighting the stress and disappointment experienced during what should have been the most joyous season of the year.
By December 24, Morrisons announced it was offering 10% off all purchases to its More Card customers as compensation for the inconvenience caused. A spokesperson reassured the public, saying, "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." Despite this effort, many customers responded with skepticism; their trust had already been shaken.
While troubles with deliveries were rocking the company, Morrisons was also busy to make positive contributions to the community over the holidays. At the same time, the Wakefield Morrisons hosted a festive lunch for senior citizens who may have felt lonely during the Christmas period. Together with Age UK, the supermarket team served free three-course meals to ten seniors.
A company representative remarked, "Age UK’s research shows one million older people feel more isolated at Christmas, and this was part of their Together We Are Not Alone campaign. Morrisons has fully funded the lunches as well as gifts and transport," addressing the needs of their community.
This initiative highlighted Morrisons' commitment to giving back during the festive season, even as they struggled to meet the basic demands of their regular customers. While some families were left disappointed with their Christmas dinners, others appreciated the kind actions toward seniors, reminding everyone of the spirit of giving. These community efforts became particularly notable when placed alongside reports of customer discontent.
Moving forward, the problem lies not within the annual holiday rush itself but how Morrisons and other supermarkets maintain strong customer service and loyalty during peak times like Christmas. The backlash this holiday season, predominantly surfacing on platforms like Twitter, signals potential long-term consequences for the retailer.
With only six days left before ringing in the new year and many customers still reeling from their holiday shopping experiences, it remains to be seen how Morrisons will mend relationships with their clientele. They must balance immediate operational hurdles with nurturing customer loyalty if they hope to recover from the backlash.
