Supermarket chain Morrisons has admitted an ongoing issue that means some shoppers are unable to place orders online.
Customers have taken to social media to complain about various issues when trying to pay for their online orders, including:
- Being asked to re-enter the same card details several times, yet payments still being declined.
- Placing orders only to receive a message shortly after to say the payment has not been processed.
- Payment being accepted and groceries delivered, followed by a message from Morrisons to say payment has been declined.
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Morrisons has told Moneysavingexpert.com that it was "working around the clock" to resolve the problems, although it was unable to say exactly what's happened, how long the issue has been going on for, when it will be fixed, or how many customers have been impacted.
North Shields woman Susan Grey contacted ChronicleLive when she had to wait for more than six weeks before the supermarket giant finally took payment for her order, and allowed her to use the website again.
Susan received her shopping then got a text to say her payment had failed and she should check her card details in her Morrisons account.
Despite contacting Morrisons several times, she received an email and text every day for six weeks asking her to pay her bill, and the problem was only resolved when ChronicleLive stepped in.
"I called my bank again to check there was no issue with the card, which there wasn't, then I tried another three cards I have, all of which were rejected by the website," said Susan, 54.
"In desperation, I called Morrisons again, to be told someone would call back within two days. They didn't - and meanwhile the emails and texts were still coming every day."
Susan, who normally spends anything up to £150 each week with the retailer, had to travel to Tynemouth to do her weekly grocery shop until the issue was resolved.
Customer @RhiannonTeeluck took to Twitter to ask: "What is going on Morrisons! For the last 4 weeks I had had deliveries cancelled "due to payment issues" yet when I reorder it gets delivered?? I have spoken to our card provider and changed the payment to a different card and it's cancelled again! What else can I do??"
@ToughMaureen said; "@You have messaged me every day since Tuesday regarding failed payment on an online delivery, I have messaged you constantly to no avail you can’t get thru in the phone, will you please sort this."
And @Clareos1 said: "I can’t even get a delivery anymore and no one seems to be able to help #shambles."
A spokesperson for Morrisons said: "A limited number of customer cards have not been accepted in the last few days and we have been in ongoing contact with those customers and prioritised that they receive their orders. The issues we've seen should largely be resolved by the end of Friday, March 25."
Moneysavingexpert.com advises customer who are unhappy about being unable to place an order online and feel they deserve compensation for having to spend money and time travelling in store to Morrisons or having to place a more expensive online order elsewhere, to make a complaint to Morrisons.
You can do so by emailing fresh@morrisons.com, by phoning 0345 322 000, or by tweeting Morrisons.
