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Waitrose responds to IT glitch cancelling customers online orders

Waitrose has apologised to customers after an IT glitch resulted in thousands of online orders being cancelled.

Some orders were even cancelled minutes before the scheduled delivery time, with the supermarket admitting that a “large volume” of orders had been affected thanks to a technical problem.

Responding to an outraged customer on X, formerly Twitter, a Waitrose spokesperson said: “I’m so sorry for any inconvenience we’ve caused you.

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“A large volume of orders have been cancelled due to a systems issue. We are working our hardest to resolve this and will be in touch soon via email with further information.”

Despite, the exact number of disrupted orders being unknown, online sales accounted for 14% of Waitrose’s sales in the year to 28 January 2023, down from 17% the year before.

Earlier this year, Waitrose partnered with Uber Eats, offering customers grocery deliveries in as little as 20 minutes.

The offering was initially rolled out to over 200 stores across the UK last month, following the supermarket reporting a 40% rise in on-demand grocery compared to last year.

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