Sainsbury’s is battling a major IT breakdown on one of the busiest trading days of the week and has left customers fuming after suffering an “error with an overnight software update” which has prevented the supermarket from being able to meet order online or accept contactless payments at checkouts.
Stores across the UK are battling a major “technical issue” which has left customers “disappointed” and forced to turn to rival Tesco to complete their Saturday shopping.
Frustrated customers say they can’t pay at the checkout, while company bosses admit the company is “experiencing problems with contactless payments” and will also “be unable to meet the vast majority of current grocery deliveries.” online”.
Sainsbury’s said stores will “proactively contact customers to rebook orders” but customers are complaining about long phone queues.
Some shoppers have criticized the store for “wasting an hour of my time” this morning because they only found out about the inability to pay during the checkout process.
Sainsbury’s is unable to fulfill online orders or accept contactless payments at checkouts this morning after the supermarket chain suffered an “error with an overnight software update” (file photo from a Sainsbury’s store in Edinburgh)
Sainsbury’s has said it is experiencing “technical issues” in some stores, meaning it will not be able to fulfill the “vast majority” of online grocery deliveries. The supermarket chain said Saturday morning it was “working hard to fix the issue” and apologized to affected customers.
An apparent security worker stands guard outside the Sainsbury’s store in Lyons Farm, Worthington this morning.
Customers are seen outside the Sainsbury’s store in Lyons Farm, Worthington on Saturday, where the store only accepts cash. Some appear to be withdrawing cash from the ATM.
Sainsbury’s says all its stores are “open as usual today” but are operating with some limitations.
The grocer said chip, pin and cash transactions were working, but it is having problems with mobile and contactless payments, a spokesperson told MailOnline.
‘Due to a bug with an overnight software update, we are experiencing issues with contactless payments. “All our stores are open today as usual and accept chip, pin and cash payments,” the spokesperson said in a statement.
‘Unfortunately, this also means that we will not be able to deliver the vast majority of today’s Groceries Online orders and we are currently unable to contact customers directly, but we will contact them as soon as we can to rebook orders.
“We apologize to customers for the inconvenience and are working hard to resolve the issue.”
A manager who was wandering around the supermarket’s Cromwell Road location, west London, told MailOnline: “We are the only Sainsbury’s store open here at the moment.”
The Argos inside Cromwell Road Sainsbury’s temporarily closed its doors today, with a sign on the door putting the closure down to a “technical issue”.
A Sainsbury’s Bank ATM at a London store ran out of cash as customers were forced to make withdrawals to pay for their purchases.
Customers are also today facing long queues at checkouts as they try to pay using only chip, pin or cash payments.
Shoppers queue for the cash machine outside Sainsbury’s in Lyons Farm, Worthington
The Argos inside Cromwell Road, west London, Sainsbury’s temporarily closed its doors today, with a sign on the door attributing the closure to a “technical issue”.
There are long queues today at Sainsbury’s in Wandsworth, south London, as shoppers struggle to pay for their purchases due to technical difficulties.
A Sainsbury’s Bank ATM in London runs out of cash as the supermarket suffers IT glitches
The supermarket, responding to an X user who asked about refunds, said that “no orders will go out today” and that “once the systems are fixed, your order will be cancelled.”
A social media user asked if the customer’s personal data had been affected by the technical outage. But the company assured that “buyers’ details will remain secure even with the issues that persist.”
Sainsbury’s, in another tweet, apologized to a customer for the ‘inconvenience’ caused by the delay in their delivery.
While the company has not indicated when the issue will be resolved, they told the buyer, “We are working hard to fix the issue as soon as possible.” Place a new order online from currently available spaces.
Even though the supermarket is “working hard to fix the problem”, customers are furious that their weekend shopping cannot be completed as normal.
‘Delivery is expected between 8am and 9am. No communication!!!’ one shopper tweeted. Can’t contact Sainsbury’s by phone or messaging? Extremely poor service.’
One customer echoed: ‘Why would I bother rescheduling a food delivery for this weekend on Monday?’
“Instead, I’ll go to a different supermarket and cancel the monthly delivery fee with you. I don’t think the online shopping experience with Sainsbury’s is worth it.”
Frustrated customers say they can’t pay at the checkouts and are “disappointed” they won’t receive their online delivery orders. Others have claimed they are now forced to turn to rival Tesco to complete their Saturday store.
Another joked: “Good job so I ordered delivery from Tesco this morning eh?”
Some shoppers have complained that Sainsbury’s is sending “mixed messages” to customers about their online orders.
‘Are orders coming out? “I should have received the delivery yesterday, but the driver had an accident and it was rebooked for today,” said one.
“His tweet said ‘vast majority’ but his other tweet said all orders will be cancelled, so that sends mixed messages.”
Another shopper detailed her alleged “horrible experience” at the supermarket’s location in the London suburb of North Finchley this morning and even accused the shopkeeper of being “happy to let the elderly starve.”
The customer said he was making a £13 purchase on behalf of a 92-year-old woman this morning when he was affected by the outage.
‘He was unable to pay with his contactless card and was told to cross the road and withdraw the cash. “I don’t know his PIN number so I couldn’t do it,” said the buyer. ‘He offered to come back later and pay, but was told that was not acceptable. Happy to let the old men starve.
There are long queues at Sainsbury’s in Wandsworth today as customers can only pay in cash as the overnight software update is affecting contactless payments and they are unable to deliver online orders.
Shoppers struggle to pay at the checkouts at Sainsbury’s in Wandsworth, south London today.
However, some buyers have responded a little more cheerfully to the inconvenience.
“With the chaos of the M25 closure this weekend and now the Sainsbury’s tech issue, it looks like my shopping delivery won’t be arriving today,” said one. ‘First world problems. We may have to resort to the pub for dinner.
“Boys and girls, in the world of technology things break, no one is immune,” said another, defending the supermarket.
‘Sainsbury’s is clearly in a situation where, if they had the systems in place to answer your questions, they could deliver your orders. Show some support x.’