Sainsbury’s and Tesco have apologised for IT issues that halted contactless in-store shopping and grocery deliveries across the UK.
Sainsbury’s experienced an “error with an overnight software update”, that impacted its online ordering service, in-store payment system and Argos stores.
It led to contactless payment methods, such as Apple Pay and Google Pay, being declined, as well as some self-service tills and ‘Smart Shop’.
Customers expressed their anger at the situation, pointing out that the supermarket’s ATMs were also out of money, due to a surge in withdrawals.
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Sainsbury’s chief executive Simon Roberts wrote to customers over the weekend to apologise as it would not be able to deliver “the vast majority” of online grocery orders.
He said that it had not taken payment from anyone expecting a delivery on the day and promised to automatically put a voucher in customers’ online wallet to apologise for the inconvenience.
Roberts assured that its online ordering system was “working as normal” and urged customers to place new orders from Sunday onwards.
However, some customers took to social media to point out both the IT tech issues and a delay in refunds may lead to shoppers missing out on buying their weekly food shop.
One user said: “Many people left without online delivery groceries and it’s going to take up to five days for their money to be refunded. How many of these people now can’t afford to buy food for the week? Awful.”
Another social media user pointed out inconsistencies between Sainsbury’s official apology that was issued to customers, and what shoppers were experiencing.
They added: “This has made me so angry. The CEO sent an email stating that no money would be taken. Less than an hour later they had taken my money. I of course never got the groceries and have to wait up to 5 days for the refund. What awful behaviour Sainsburys.”
So sainsburys had IT issues today. Many people left without online delivery groceries and it’s going to take up to five days for their money to be refunded. How many of these people now can’t afford to buy food for the week? Awful 😞
— reggies mum 💙 (@kellsley) March 16, 2024
Tesco was also forced to cancel some home deliveries over the weekend after a “technical issue” left the grocery giant unable to complete orders.
1 Comment. Leave new
Was this type of update issue the cause of the Yahoo Mail 24 hour partial outage a week or so ago?. Know one has explained the cause