Morrisons grocery delivery service woes

Baled Posts: 79
First Anniversary Name Dropper Combo Breaker First Post
edited 4 December 2023 at 10:28PM in Food shopping & groceries

I shop weekly in store at Morrisons but very occasionally do an online order (once every few months)

Never really had any problems before with Morrisons - if the driver was a bit behind I'd get a text with a revised time window, all good. This current experience though has been an absolute stinker!

Delivery was supposed to be last night 6.30 to 7.30. Called customer services 45 mins after the end of my time slot to find out what was happening. After 30 mins on the phone I was assured the driver was 5 mins away. He did knock my door 15 mins later and apologised for being late. Off he toddled back to his van to get my shopping. It was too cold to wait by the door so I stood by the window to keep a look out for him. 10-15 mins later, I can see the van but no sign of him then next thing I know, the van backs down the rd and drives away!

Another 30 mins on the phone to CS where I told them I don't want that driver to return and they could deliver tomorrow. Agent told me the delivery window would be 9am to 12pm. 11.45am today I call CS again to be told the delivery will be this evening between 6pm and 9pm. No explanation why it wasn't this morning.

8pm tonight I call to confirm the delivery is still happening to be told the morning delivery was not actually arranged but it would definitely be happening tonight. Well, it's gone 10pm now and still no delivery.

I've now been told it will be sometime tonight, could be 10.30, could be 11, who knows?

Really, really abysmal service by both the depot and customer service. I said I want to log a complaint over the phone but that's not possible, I have to do it on their website.

I also said I think they should give me a refund for the order (it's £30) for all the hassle but all they want to offer is a £10 voucher for my next online shop. Why would I want a voucher for a service I don't want to use after this debacle?

Has anyone else experienced anything like this with Morrisons deliveries? I'm so annoyed and frustrated with them. I've had some poor experiences with other supermarket online grocery deliveries over the years but nowhere near as bad as this.


  • MrsStepford
    MrsStepford Posts: 1,483
    First Anniversary First Post Name Dropper
    Not as bad as your experience, that's the worst I've heard of, from any supermarket.

    I dispatch husband to get special offers from Morrisons occasionally. I don't have deliveries any more. Morrisons thinks that if a product on the order comes from say Bird's Eye, it doesn't matter if you ordered gluten free fish fingers and got Bird's Eye frozen peas, they don't count it as a sub. By the time you realise that you have peas not fish fingers, the van is gone.
  • Baled
    Baled Posts: 79
    First Anniversary Name Dropper Combo Breaker First Post
    It's got even worse in the meantime. The redelivery on Monday evening never showed up either. Called them yesterday first thing to request refund,  their systems were down but agent promised to call me back when IT had fixed it. Tried again at 5.30, same situation. Called them half an hour ago, she said she'll process a full refund (10 business days) and give me a £10 online voucher - I agreed to the voucher this time as my daughter might be able to use it. 

    I've just received an email saying I'll get a £10 refund to my bank card. I have honestly lost the will to live now.
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