A major IT systems failure has meant many Sainsbury’s customers have had their Christmas delivery slots cancelled.
“We experienced a brief technical issue with our website last night, which has now been fixed,” a Sainsbury’s spokesperson said. But what Sainsbury’s omitted to say was that this ‘brief’ technical issue coincided with the deadline for submitting Christmas orders, leaving customers unable to complete their orders, while other customers have complained on Twitter that their confirmed delivery slots have been cancelled.
Asda and Waitrose are also reportedly having IT problems.
Online grocery shopping at Christmas isn’t new, so I think these failures demonstrate that more customers than ever are going digital, and this has created a new peak that the online retailers either hadn’t anticipated or hadn’t properly tested for.
The big question is how many of these disappointed and abandoned digital customers will trust online grocery providers to deliver in the future?