Sainsbury’s delivery updates — ‘Technical issue’ sees hundreds of fuming customers left without shopping orders

What happened yesterday?

• Hundreds of Sainsbury’s customers claimed their deliveries did not arrive or got cancelled throughout the morning.
• Sainsbury’s said it was due to a “small technical issue” and that affected customers were being contacted directly to apologise.
• It was later confirmed that the issue had been resolved.
• But problems returned in the evening with frustrated customers complaining issues remained.
• Sainsbury’s official Twitter account said affected customers will receive an “e-voucher” and instructions about how to rebook their delivery.

How to request a refund

Sainsbury's customers can request a refund for an online order online here.

They will need an order number and have their confirmation email on hand to process the refund.

Sainsbury's boss comments on tech issues

Simon Roberts, chief executive of Sainsbury's, told The Sun: "Obviously, in a business of this size, there are sometimes issues.

"This was a small technical change that has caused disruption for a small number of customers and we are rearranging deliveries for customers.

"It is unrelated to the earlier issue in March and it has nothing to do with a hack, and neither was last month's."

Second delivery cancellation this year

Yesterday's issues came just weeks after the supermarket was hit by a similar glitch, which cancelled the majority of online deliveries in March.

Angry customers were also left unable to pay at the tills after company bosses admitted that most online shops would go undelivered.

Sainsbury's chief executive Simon Roberts said yesterday's issue was unrelated to the one in March.

Refunds may take 3-5 days

Sainsbury's announced on its X/Twitter account that canceled orders will be refunded within 3-5 working days.

The retailer added that they were "extremely busy and are trying to get back to everyone as soon as possible".

Are Sainsbury's stores affected?

It's understood that the technical issue was isolated to those who placed orders online.

However, the ability to shop in-store remains unaffected.

Few customers still having issues today

Despite Sainsbury's saying the technical issues from yesterday have been resolved, a few customers have reported more problems today.

"Hi @sainsburys yet again, I have an email cancelling an order without context. What's going on?" one user said on X/Twitter.

"Shopping delivery cancelled again. Get your act together," said another.

Will you be charged for cancelled orders?

No, it is extremely unlikely you will be charged for undelivered orders this morning.

But, if you do happen to be charged you can always contact Sainsbury's customer service team.

You can do so by calling 0800 328 1700.

14 new Sainsbury's stores opened this year

Last year the retailer closed eight stores whilst confirming another 14 stores would open by the end of this March this year. 

These include:

• A Sainsbury's Local within the new Sherwood Library Development in Nottingham
• A Sainsbury's Local in the Mile End area of Colchester, Essex
• A Sainsbury's Local in the Fairmilehead area of Edinburgh
• A Sainsbury's Local in the Liverpool Waters development at Princes Dock, Liverpool
• A Sainsbury's "Neighbourhood Hub" in Winchburgh, Scotland
• A Sainsbury's Superstore in Talbot Green, Wales
• A Sainsbury's Superstore in Southport, Merseyside
• A Sainsbury's Local in Lewisham, London
• A Sainsbury's Local in Tower Hamlets
• A Sainsbury's Local in Edgware, London
• A Sainsbury's Local in Camberwell, London
• A Sainsbury's Local in Erith, London
• A Sainsbury's Local in Archway, London
• A Sainsbury's Local in Yate, Gloucester

Sainsbury's Local store in Chester City centre to close

Sainsbury's has announced it will close its decade-old Local store in Chester City centre in just a few months.

The supermarket giant said it "made the difficult decision to close" the convenience store on September 14 this year, The Standard reports.

A Sainsbury’s spokesperson said: “We are currently talking to our colleagues in our Chester Watergate Street Local store, which we have made the difficult decision to close.

"We understand this will be an unsettling time for those affected and we are supporting them in every way we can, including exploring opportunities for colleagues to redeploy within Sainsbury’s.

“We regularly review our property estate and the decision to close a store is never taken lightly and is based on a range of factors.”

Online shoppers can return unwanted items back to the driver

Sainsbury's says customers who had issues with its online system can hand unwanted items back to the delivery driver and receive a refund.

"Please feel free to hand any unwanted items back to the driver in order to obtain a refund," the supermarket company said in response to a customer on its official X/Twitter account.

Sainsbury's expects 'strong profits'

Despite recent technical failures, supermarket giant Sainsbury's has said it is expecting "strong" growth this year.

The brand reported a better-than-expected 1.6% rise in underlying pre-tax profits to £701 million for the year to March 2.

Simon Roberts, chief executive of Sainsbury’s, said the company is working to “win customers from all our key competitors” by lowering prices and focusing on food.

Problems with customer service line

Some Sainsbury's customers continue to be left in the dark this morning over yesterday's technical issues and have struggled to get through to the customer service phone line.

Several shoppers complained on X/Twitter that the phone line wasn't working.

"Why is it so difficult to actually talk to anyone @sainsburys trying to resolve an issue and no one picking up the phone," said one user.

"Try phoning help number as shopping not arrived but keeps cutting me off," added another.

Another customer said they tried calling eight times without success.

How to request a refund

Sainsbury's customers can request a refund for an online order online here.

They will need an order number and have their confirmation email on hand to process the refund.

What happened yesterday?

• Hundreds of Sainsbury’s customers claimed their deliveries did not arrive or got cancelled throughout the morning.
• Sainsbury’s said it was due to a “small technical issue” and that affected customers were being contacted directly to apologise.
• It was later confirmed that the issue had been resolved.
• But problems returned in the evening with frustrated customers complaining issues remained.
• Sainsbury’s official Twitter account said affected customers will receive an “e-voucher” and instructions about how to rebook their delivery.

Customers continue to fume

Sainsbury's customers have continued to fume this morning following yesterday's tech issues.

One X user wrote: "You have just lost a very good customer. No scheduled delivery yesterday. No explanation. No apology and unable to contact customer service."

While another said: "My entire online order never arrived yesterday and you're not replying on DMs, hence the public tweet. Could it be cancelled and refunded please?"

Sainsbury's has said all customers affected by yesterday's issues have been contacted.

Sainsbury's boss comments on tech issues

Simon Roberts, chief executive of Sainsbury's, told The Sun: "Obviously, in a business of this size, there are sometimes issues.

"This was a small technical change that has caused disruption for a small number of customers and we are rearranging deliveries for customers.

"It is unrelated to the earlier issue in March and it has nothing to do with a hack, and neither was last month's."

Have issues continued this morning?

Sainsbury's confirmed that the technical issue causing yesterday's delivery problems has been resolved.

No customers on social media are reporting problems with their orders this morning either, indicating that things are working as intended.

Those affected by yesterday's fault will receive a £20 e-voucher.

How does Sainsbury's compare?

Consumer group Which? has taken a look at how each supermarket compares in terms of prices.

Looking at the price of a 71-item shop in March, Aldi comes out on top, closely followed by Lidl.

A trolley of 71 items at Sainsbury's would cost £143.48, according to last month's data.

Refunds may take 3-5 days

Sainsbury’s announced on their X, formerly Twitter, account that canceled orders will be refunded within 3-5 working days.

The retailer added that they were “extremely busy and are trying to get back to everyone as soon as possible.”

Customers waiting to see if issues persist

Customers have taken to social media this morning, seeking confirmation as to whether yesterday's issues will persist.

One X user said: "Is everything working ok today for deliveries or are there still problems? I’m expecting a delivery to replace one cancelled yesterday."

Another added: "Are there still issues today? Or will I be able to collect my order?"

Sainsbury's has said all of yesterday's technical issues have been resolved.

Affected customers should receive e-vouchers in coming hours

Sainsbury's customers will be offered e-vouchers after they were left without online deliveries this morning.

Sainsbury's apologised for the inconvenience and told The Sun that affected shoppers would be offered an e-voucher.

Affected customers should see the e-voucher appear on their accounts by the end of today.

What usually happens with cancelled online orders?

During the supermarket's last technical glitch, Sainsbury's said it would contact all affected customers to discuss rearranging their delivery.

If your order doesn't turn up, you will not have been charged.

But on the odd chance that you have been, you'll be entitled to a full refund.

If you don't hear back from the supermarket after the technical issue is resolved, we recommend you contact Sainsbury's yourself.

You can do so by calling 0800 328 1700.

Problems with customer service line

Some users also complained of problems with Sainsbury's customer service phone line.

One customer said: "Your customer service line is not working - it consistently disconnects calls.

"I've tried eight times this morning to find out what happened to my order."