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Sainsbury’s CEO Simon Roberts has apologised to the supermarket’s customers after a software glitch impacted contactless payments, leaving thousands without their food orders.
The grocer said that a technical glitch had affected its ability to to fulfil the majority of online deliveries on Saturday (16 March), as customers slammed its “bad service”.
In an email sent to the customers, Roberts said: “I hope this message gives you the information you need for now and I want to give you my personal reassurance that our teams are doing everything we can to fix this issue as quickly as we can.
“I really understand how inconvenient this disruption to your usual service from Sainsbury’s will be this weekend. Unfortunately, we will not be able to deliver the vast majority of today’s Groceries Online orders. For anyone expecting a delivery today, we have not taken payments for online deliveries and so you will not have been charged.”
He also stated that those affected will receive an online voucher in the coming days to apologise for the inconvenience.
Sainsbury’s, which had been unable to contact customers, said new orders could be delivered from Sunday.
In a post on X, the group said: “We are unable to contact customers directly but our online ordering system is working as normal and customers can place a new order now for delivery any time from tomorrow. We apologise to customers for the inconvenience and are working hard to fix the issue.”
Tesco too had to cancel a “small proportion” of deliveries due to a technical problem.
