Angry Morrisons customers have flooded social media to complain about a payment glitch which prevents them from ordering online.
The supermarket chain has confirmed that some shoppers are experiencing problems and has now updated its website with guidance to help customers amid complaints that deliveries were being cancelled "without warning". Some customers say their payment details are still up to date and valid, leaving them wondering why they can't get their groceries and others managed to place an order, only to be told it had been scrapped just hours before it was due to be delivered.
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The supermarket giant - which lost its place as the UK's fourth biggest grocery chain to Aldi in September - told The Mirror that some shoppers are experiencing problems and has now updated it website.
It isn't clear why some payments are failing in the first place and whether this is down to system error, although Morrisons claimed "a small number of customers" are being affected by the payment issues. In a document help sheet published online, the supermarket said some accounts are being blocked if they have an outstanding unpaid order and goes on to instruct users to update their payment details again.
The online instructions also suggest some shoppers have had trouble paying for a delivery pass. It still isn't clear why some payments are failing in the first place and whether this is down to system error but Morrisons' Twitter page has been hit by dozens of complaints from unimpressed shoppers.
@Judostewart asked: "What is going on with your online orders? You have cancelled our order twice even though our payment card is up to date and valid. “I tried your call centre but they just cut me off after I waited 40 minutes. Will our order go through or shall we go elsewhere?” while @greenbulldog007 was equally frustrated, saying: "What is going on with the online payment ? I cannot log in , I cannot pay over the phone , I cannot pay online , I cannot change my bank card …. I’m locked out of my account . When I called the person I spoke to knew of the technical issues you are having."
@Shell8608 asked: "I’m having problems with my online orders is anyone available to help?" while @Javilla asked: “Why has my order been cancelled late night before the morning of delivery? There is nothing wrong with my payment details. You have taken payments from the same details the last several orders… “And why is there no checks and warnings before this!”
Morrisons last updated the way it processes orders online in June, when it started charging a 5% holding "deposit" to cover the cost of substitutions if an item you’ve ordered is out of stock and needs to be switched out with something else.
Morrisons spokesperson: "We've not made any changes to our payment terms but we have seen a small number of customers experiencing issues making payments. "We're working hard with our payment providers to resolve the issue."
Morrisons had issues with online orders earlier this year, when North Shields woman Susan Grey told Chronicleliveshe 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.
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