Waitrose cancels online deliveries after ‘technical issue’

Waitrose has cancelled hundreds of grocery deliveries after an IT glitch meant that online orders could not be fulfilled.

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Waitrose has cancelled hundreds of grocery deliveries after an IT glitch meant that online orders could not be fulfilled.

The problem occurred as the supermarket chain’s sister company John Lewis boasted trials of new technology, including mapping its flagship Oxford Street store on Google Street View, to improve customer experience over the festive period.

About 200 orders were cancelled yesterday, and another 200 cancelled this morning.

“Unfortunately due to a technical issue we were unable to pick orders yesterday for some of our online customers,” Waitrose said in a statement.

“Our branches worked hard to get as many orders as they could out to affected customers and we have offered additional slots this week and compensation for customers who did not receive their orders.”

Waitrose has an online fulfilment centre in Acton, west London, but most online orders are picked from the shelves of branches.

It said that the “vast majority” of orders were delivered to customers and that orders are now being processed “as normal”.

Rival supermarket Morrisons, a latecomer to the online grocery market, has said it will only deliver online customers’ groceries from a dedicated fulfilment centre to ensure a high availability of stock is maintained to match the online demand, as the online pickers will not be competing with in-store shoppers.

Morrisons will be using Ocado, which also delivers Waitrose produce, to deliver its online orders.

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