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Sainsbury’s boss apologises for IT meltdown that impacted contactless funds and left 1000’s of shoppers with out on-line orders

Sainsbury’s boss apologises for IT meltdown that impacted contactless funds and left 1000’s of shoppers with out on-line orders


Sainsbury’s prime boss has apologised to customers for the IT meltdown that left 1000’s with out groceries yesterday.

The ‘technical concern’ created chaos on one of many busiest buying days of the week. The grocery chain cancelled on-line orders and could not settle for contactless funds – so customers both had to make use of a bodily card or pay in money. 

Prospects, who already confronted lengthy queues on the tills, have been compelled to desperately queue at close by ATMs, however many machines ran out of money because of the dramatic uptick in withdrawals. 

At the moment CEO Simon Roberts despatched an e-mail to all customers confirming the ‘affected methods at the moment are again on-line’ and shops proceed to be open and ‘totally operational’.

He apologised to ‘each buyer’ that was impacted by yesterday’s IT failure and revealed that any shopper whose on-line order was not delivered will obtain a voucher within the coming days in assist make up for the ‘inconvenience’.

Many loyal Sainsbury’s customers turned to rival Tesco after being unable to finish their Saturday store, nonetheless the chain additionally skilled tech points yesterday and was compelled to cancel a small proportion of on-line orders. 

Sainsbury's top boss has apologised to shoppers for the IT meltdown that left thousands without groceries yesterday. Customers are pictured waiting in long queues yesterday at the chain's shop in Wandsworth, south London amid tech difficulties

Sainsbury’s prime boss has apologised to customers for the IT meltdown that left 1000’s with out groceries yesterday. Prospects are pictured ready in lengthy queues yesterday on the chain’s store in Wandsworth, south London amid tech difficulties

The grocery chain cancelled online orders and couldn't accept contactless payments - so shoppers either had to use a physical card or pay in cash. Pictured is a self-service till at a Sainsbury's in London that could only accept cash payments

The grocery chain cancelled online orders and couldn't accept contactless payments - so shoppers either had to use a physical card or pay in cash. Pictured is a self-service till at a Sainsbury's in London that could only accept cash payments

The grocery chain cancelled on-line orders and could not settle for contactless funds – so customers both had to make use of a bodily card or pay in money. Pictured is a self-service until at a Sainsbury’s in London that might solely settle for money funds

Shoppers abandoned their carts and baskets at a Sainsbury's near Richmond upon Thames yesterday as the supermarket chain battled an IT glitch impacting customers' ability to pay

Shoppers abandoned their carts and baskets at a Sainsbury's near Richmond upon Thames yesterday as the supermarket chain battled an IT glitch impacting customers' ability to pay

Consumers deserted their carts and baskets at a Sainsbury’s close to Richmond upon Thames yesterday because the grocery store chain battled an IT glitch impacting clients’ skill to pay

Sainsbury's CEO Simon Roberts (pictured) today sent an email to all shoppers confirming the 'affected systems are now back online' and stores continue to be open and 'fully operational'

Sainsbury's CEO Simon Roberts (pictured) today sent an email to all shoppers confirming the 'affected systems are now back online' and stores continue to be open and 'fully operational'

Sainsbury’s CEO Simon Roberts (pictured) at the moment despatched an e-mail to all customers confirming the ‘affected methods at the moment are again on-line’ and shops proceed to be open and ‘totally operational’

‘I need to apologise to you and each buyer that has been affected by the difficulty and to thanks to your endurance and for bearing with us,’ Mr Roberts penned within the e-mail reviewed by Mail On-line. He additionally thanked clients for his or her ‘endurance and understanding’.

‘I actually perceive how necessary it’s for everybody to have the ability to store with us conveniently and simply, each time and nonetheless you need to, and I’m sorry in case you have not acquired your common service from Sainsbury’s this weekend.’

The CEO mentioned he’s ‘happy to substantiate’ that every one impacted methods are functioning usually and that shops are accepting all types of in-store fee, together with contactless.

The net ordering system can be ‘working as regular’ and clients who didn’t obtain their supply yesterday can now place new orders with supply home windows ranging from tomorrow, he mentioned.

Mr Roberts additionally revealed that Sainsbury’s will ‘mechanically’ add a voucher to the web pockets of impacted customers to ‘apologise for the inconvenience’.

Sainsbury’s contact centre groups are reportedly working ‘working very laborious to do every part they’ll to assist clients who’ve been affected by the difficulty and wish additional help’.

The boss added: ‘Thanks for bearing with us whereas we work to reply any particular questions you will have as quickly as doable.’

He additional went on to reward all of the ‘colleagues who’ve labored so laborious to resolve this concern and help our clients’. Mr Roberts mentioned he’s ‘proud’ of how the staff ‘stepped up’ yesterday to managed the ‘sudden challenges’ clients confronted.

A handwritten sign was placed outside a Sainsbury's store in Cobham yesterday to inform customers of the technical issues affecting the supermarket chain

A handwritten sign was placed outside a Sainsbury's store in Cobham yesterday to inform customers of the technical issues affecting the supermarket chain

A handwritten signal was positioned outdoors a Sainsbury’s retailer in Cobham yesterday to tell clients of the technical points affecting the grocery store chain

There were long queues yesterday at the Sainsbury's on the 316 near Richmond upon Thames as shoppers struggled to complete their purchases amid IT failures

There were long queues yesterday at the Sainsbury's on the 316 near Richmond upon Thames as shoppers struggled to complete their purchases amid IT failures

There have been lengthy queues yesterday on the Sainsbury’s on the 316 close to Richmond upon Thames as customers struggled to finish their purchases amid IT failures

Shoppers were forced to desperately queue at nearby ATMs, but many machines ran out of cash due to the dramatic uptick in withdrawals. Pictured is a Sainsbury's Bank cash machine in London ran out of money amid the IT technical issues yesterday

Shoppers were forced to desperately queue at nearby ATMs, but many machines ran out of cash due to the dramatic uptick in withdrawals. Pictured is a Sainsbury's Bank cash machine in London ran out of money amid the IT technical issues yesterday

Consumers have been compelled to desperately queue at close by ATMs, however many machines ran out of money because of the dramatic uptick in withdrawals. Pictured is a Sainsbury’s Financial institution money machine in London ran out of cash amid the IT technical points yesterday

Two of the UK’s largest grocery store chains – Tesco and Sainsbury’s – have been hit with technical points yesterday, leaving the busy grocers in absolute chaos.

Livid customers have been battled painful queues as contactless funds failed, money machines working dry and tempers flaring over cancelled on-line orders.

Prospects have been seen marching out of the grocery store yesterday, on the lookout for the closest different, after they realised Sainsbury’s was not accepting contactless and that the queues have been enormous. 

Queues snaked into the aisles as clients tried to barter the self-checkout tills and tensions flared as clients’ playing cards, Apple Pay and Google Pay have been being declined with some tills seemingly shutting down utterly. 

Swathes of counters have been empty with the until both closing or solely providing to take money. Some infuriated clients went over to the shopper providers part to voice their complaints.

Exterior the grocery store, hordes of offended customers tried to take out money from close by ATMs however have been left emptyhanded because of the surge withdrawals. 

Shoppers at a big Sainsbury’s department on Cromwell Street, west London instructed MailOnline yesterday that the shop, which provides round 20 self-checkout tills, solely had three working counters – inflicting a ‘meltdown’ across the fee space and snaking queues.

The west London retailer had opened a separate queue for folks with just a few objects, one shopper claimed, however the queue rapidly turned packed as clients rushed in to seize important weekend provides. 

Customers are seen outside the Sainsbury's store in Lyons Farm, Worthington on Saturday, where the shop is only accepting cash. Some appear to be withdrawing cash from the ATM

Customers are seen outside the Sainsbury's store in Lyons Farm, Worthington on Saturday, where the shop is only accepting cash. Some appear to be withdrawing cash from the ATM

Prospects are seen outdoors the Sainsbury’s retailer in Lyons Farm, Worthington on Saturday, the place the store is just accepting money. Some seem like withdrawing money from the ATM

Sue Mautner, pictured yesterday, told MailOnline that a west London Sainsbury's had opened a separate queue for people with only a few items but this had become packed as customers rushed in to grab essential weekend supplies

Sue Mautner, pictured yesterday, told MailOnline that a west London Sainsbury's had opened a separate queue for people with only a few items but this had become packed as customers rushed in to grab essential weekend supplies

Sue Mautner, pictured yesterday, instructed MailOnline {that a} west London Sainsbury’s had opened a separate queue for folks with just a few objects however this had grow to be packed as clients rushed in to seize important weekend provides

Argos, which is owned by Sainsbury's, was also affected by the software update, meaning some customers may have had issues ordering new items or collecting orders in-store. Pictured is the Argos inside the Cromwell Road, west London Sainsbury's yesterday with a sign on the door notifying customers that it was closed

Argos, which is owned by Sainsbury's, was also affected by the software update, meaning some customers may have had issues ordering new items or collecting orders in-store. Pictured is the Argos inside the Cromwell Road, west London Sainsbury's yesterday with a sign on the door notifying customers that it was closed

Argos, which is owned by Sainsbury’s, was additionally affected by the software program replace, which means some clients could have had points ordering new objects or gathering orders in-store. Pictured is the Argos contained in the Cromwell Street, west London Sainsbury’s yesterday with an indication on the door notifying clients that it was closed

Shoppers queued outside a Tesco store in London yesterday to withdraw cash, as the supermarket was hit with major technical glitch

Shoppers queued outside a Tesco store in London yesterday to withdraw cash, as the supermarket was hit with major technical glitch

Consumers queued outdoors a Tesco retailer in London yesterday to withdraw money, because the grocery store was hit with main technical glitch

Argos, which is owned by Sainsbury’s, was additionally affected by the software program replace, which means some clients could have had points ordering new objects or gathering orders in-store. It mentioned there could have been delays in fulfilling orders positioned.

Solely a small proportion of Tesco orders due for supply on Saturday have been impacted, it’s understood. Tesco clients acquired an e-mail if their order was disrupted, and if it was cancelled they weren’t charged.

In-store buying and orders positioned on the app and web site weren’t affected by the tech failure.

Tesco instructed MailOnline in a press release yesterday: ‘The overwhelming majority of our on-line orders are being delivered as regular, however attributable to a technical concern earlier at the moment we’ve got needed to cancel a small variety of orders. We’re contacting affected clients immediately, and we’re actually sorry for the inconvenience.’

Sainsbury’s and Tesco have been hit by expertise failures simply sooner or later after McDonald’s skilled an IT outage that left clients unable to order meals. 



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Written by bourbiza mohamed

Bourbiza Mohamed is a freelance journalist and political science analyst holding a Master's degree in Political Science. Armed with a sharp pen and a discerning eye, Bourbiza Mohamed contributes to various renowned sites, delivering incisive insights on current political and social issues. His experience translates into thought-provoking articles that spur dialogue and reflection.

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