Has Morrison’s customer support collapsed?

unsung

Morrisons failed to deliver my order on 5 June 2023. When I phoned, it took me 45 minutes to get a reply! They were unable to deliver order on that day. A refund of delivery charged was mentioned but not received. Attempts to contact them my emailing customer service and filling in online form have have received no reply. I don’t really no what else to say.

jim1999

They've been dreadful for me lately as well.  Promised voucher codes that either never arrived, or didn't work once they had arrived.

Even more comically, when I emailed to ask why a code wasn't working, I got no response.  A few days later I tried again, and it had started working, so placed the order.  About two weeks later, I get an email from them saying that I don't have that voucher on my account - which of course was true by that point.

I think the switchover of the loyalty system has just drowned them.  I'm not getting points and promos I should have done, and I'm not sure I can be bothered to chase it up but I'm sure lots of people are.

The_Money_Saver_2

I contacted them the weekend of the Morecard relaunch as the points earned in store and on petrol did not trigger. Received 2 emails saying they are busy and I’ll receive a reply in 5-7 days. Needless to say several weeks later I have had the courtesy of a response. 

Katiehound

The_Money_Saver_2 said:

  Needless to say several weeks later I have had the courtesy of a response. 

I assume you mean that you have not had a response!-  missing word and a very missing reply from them
Hope these things are sorted-I no longer shop in Morrisons.

The_Money_Saver_2

Katiehound said:

The_Money_Saver_2 said:

  Needless to say several weeks later I have had the courtesy of a response. 

I assume you mean that you have not had a response!-  missing word and a very missing reply from them
Hope these things are sorted-I no longer shop in Morrisons.

Yes! Spot the mistake! 

unsung

Update. Response finally today 24 June (over two weeks). 

Sorry to hear your experience of Morrisons home delivery was not great. Your feedback regarding the late delivery and lack of contact has been forwarded and is being looked into further internally. For now a refund has been processed for your delivery fee

My last order 19 June went to Asda instead. It’s a matter of peace of mind and confidence. Sure problems can occur but if you can’t contact anyone and get support then it is unacceptable.

MrsStepford

I quit using Morrisons because they were substituting products and not informing me. Thought I'd try them again and hey presto, second order this week and they are doing it again. I ordered canned sardines and mackerel in olive oil. Some of those received were canned in sunflower oil. I don't buy industrial seed oils but Morrisons deprived me of the opportunity to hand back the fish canned in sunflower oil for a refund. Not using online delivery again. 

A._Badger

Morrisons is in an utter mess. I can only hope for their sakes that the vulture capitalists who bought it need a hefty tax loss.

I have just tried to contact them by phone to discuss my expiring delivery pass (not a hope I will renew it but they are trying to auto-renew) and gave up after 20 minutes listening to their hold music. with no estimate of waiting time nor even a message telling you there's a queue - just 'click - bad music'.

With hopeless stock control, unreachable customer service and rotten prices, they seem to be prime contenders for the 2023 'Woolworth's Trophy' - my new annual award for Britain's fastest deteriorating store. Waitrose might be giving them some competition but I reckon Morrisons will walk away with it..  

JonVarnas

I knew there would be a thread somewhere on here about Morrison's non-existant customer service . I bought some of their BBQ meat back in June which should of netted me 1000 pts with their more app. Never got the points. Emailed them and still haven't received a reply from them, even going through Resolve. And you can ring them, any time, any day, and guaranteed you'd have a waiting time of at least 30mins. The company is seriously falling off, they're constantly slated on Trustpilot and with the other issues I'd be surprised if they last in the long run. It's as if the higher management just don't give a toss.

YoungBlueEyes

Aye, old Ken Morrison will be turning in his grave

booksandbikes

I've stopped using Morrisons as well. Their prices have skyrocketed compared to other supermarkets. The straw that broke the camels back for me was when they started selling Douwe Egberts 190g coffee for £9.75, where other shops were still selling it for £7 (still far too pricey).