Asda apologises as thousands of George orders hit by IT issues
Asda has apologised to customers after thousands of George orders were claimed to have been hit an IT glitch.
Shoppers reported that money had been taken from their accounts, but orders had not been sent. Meanwhile, others said they were unable to return items bought online, The Telegraph reported.
However, an Asda spokesperson said that all orders have since been fulfilled and there are no current issues, and that George has had its strongest ever start to the back-to-school season.
It comes as the supermarket upgraded the online system at George earlier this month amid an £800m company-wide IT project to cut ties with former owner Walmart’s legacy IT systems.
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A spokesperson told the publication: “As part of building a bigger and better Asda, we are delivering Europe’s largest IT transformation, involving the separation and upgrade of over 2,500 systems from Walmart.
“Earlier this month, as part of this process we migrated 9.6m historic George orders onto our new George.com platform. The overwhelming majority of these were completed successfully and the platform is trading well.
“However, we are aware of a number of issues with some historic customer orders. We sincerely apologise for this and any inconvenience caused and are working hard to resolve them as quickly as possible.”
Earlier this year, Asda introduced and updated a total of almost 17,000 checkouts, 6,000 hardware installations and 30,000 scan-and-go devices as part of the transition, dubbed ‘Project Future’.
3 Comments. Leave new
This happened to me, they took my order and money and had no trace of my order at the george.kids department, it was painful experience to get a refund. In the end I had to speak to a manager who finally believed me after showing them my bank statements and email
Appears there is a glitch with the system again. Placed an order one hour ago, still no confirmation e-mail but payment has been taken. Rang Phillipines/South Africa from UK to Customer Services, who traced my order via my phone number. Advised of my order number and told to wait up to 48 hours as ‘there must be a glitch in the system’. Not good enough – and customer service is appalling, it should be in the UK.
I ordered 2 dresses at £62 none of these are showing on my account to raise a return luckily I have the order number sent via text and customer services have sent a returns form but the whole process is appalling