Newspaper article The Evening Standard (London, England)

ONLINE NIGHTMARE BEFORE CHRISTMAS; ?TURKEY DINNERS AT RISK AS SUPERMARKET HOME DELIVERIES ARE HIT BY WEBSITES CRASH 'Your Website Has Cancelled My Delivery I Could Cry'

Newspaper article The Evening Standard (London, England)

ONLINE NIGHTMARE BEFORE CHRISTMAS; ?TURKEY DINNERS AT RISK AS SUPERMARKET HOME DELIVERIES ARE HIT BY WEBSITES CRASH 'Your Website Has Cancelled My Delivery I Could Cry'

Article excerpt

Byline: Simon Neville and Jonathan Prynn

SHOPPERS were today left fearing they will be without food for Christmas after supermarket websites crashed under the strain of unprecedented volumes of online orders.

Sainsbury's and Asda customers vented their anger on Twitter and Facebook as delivery slots booked weeks ago were scrapped, while others waited more than an hour to get through to customer service call centres.

The meltdown came as the West End experienced a frenzied final shopping weekend, with stores reporting sales up by between five and 15 per cent on last year.

Shoppers who had ordered home deliveries of groceries in the final days before Christmas fell victim to a glitch as the Sainsbury's website was shut down for half an hour.

One shopper, Matt Richardson, said on Twitter: "@sainsburys have let us down 100%. Delivery slot booked 2 weeks ago. Sainsbury's make a unilateral decision to delete our order. Merry Xmas."

Another Sainsbury's customer, Peter Dunbar, tweeted: "Had an email last night cancelling our Xmas shop delivery. Website glitch. No delivery slots left now. What will you do to fix?" A Sainsbury's spokesperson said: "We experienced a brief technical issue with our website last night which has now been fixed."

Asda customers experienced similar problems, with customers losing slots booked weeks in advance when they attempted to amend orders online.

On Facebook, one shopper wrote: "Keeps asking us to amend our order and book a new slot. We booked the slot on 4 December and held it open with just a bottle of champagne until now. Now all it looks like we're getting is a bottle of champagne. It won't let us amend our order, and just Continued on Page 5 Continued from Page 1 wants us to book a new slot. An hour on the phone to South Africa [where Asda's call centre is based] and they can't help either."

On Twitter, another Asda customer wrote: "A problem with your website has cancelled my order and delivery for tomorrow!!! I could cry."

An Asda spokeswoman said: "A handful of customers were affected over the weekend and we're investigating.

"We're contacting those customers today to reassure them they will be getting their orders, and to offer a little something extra for their inconvenience. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.