Are Sainsbury’s systems still down? Online delivery problem explained

SAINSBURY’S has been hit by a major “technical issue”, causing most online deliveries to be canceled this morning.

Angry customers say they can’t pay at the till, and company bosses have admitted most online stores won’t deliver.

The supermarket chain said on Saturday morning it was “working hard to resolve the problem” and apologized to affected customers.

A spokesperson for the supermarket said: “We are currently experiencing a technical issue which is affecting some stores, our Groceries Online service and our ability to contact customers directly.

“Unfortunately, we will not be able to deliver the vast majority of today’s groceries online.

“We are working hard to resolve the issue and apologize to our customers for the inconvenience.

“We will proactively contact customers to rebook orders as quickly as possible.”

What happened?

A major technical problem in the supermarket chain’s systems has led to the grocer canceling the “majority” of its online deliveries on Saturday, March 16.

The technical issues are also impacting shoppers’ ability to visit Stories for click-and-collect orders.

Shoppers have also claimed that they have not been able to use their debit or credit cards to pay for their store at the till.

Sainsbury’s said the supermarket was experiencing issues with contactless payments due to an overnight software update.

Several stores have now stopped trying card payments altogether and customers have been forced to abandon their shopping because they did not have the necessary cash on them.

What about my online delivery?

A spokesperson said: “All our stores are open as usual today and accept chip, PIN and cash payments.

“Unfortunately, this also means that we are unable to deliver the vast majority of current grocery online orders and we are currently unable to contact customers directly, but we will contact them as soon as possible to rebook orders.”

Sainsbury’s has also advised customers to place new orders on Monday, but has not yet discussed a possible refund process.

How can I request a refund for my order?

Sainsbury’s has said it will contact all affected customers to discuss rearranging their deliveries.

However, if you do not hear from the supermarket within 24 hours, we recommend that you contact them yourself.

You can do this by calling 0800 328 1700.

You are also entitled to a full refund if your online order has been charged but not delivered.