Woolworths customers are reeling after being hit by a major technical issues that impacted online orders.
The retail giant has confirmed that home delivery orders were cancelled and delayed due to the glitch on Sunday, August 11.
Hundreds of angry shoppers flooded social media with complaints, furious that their online orders had been compromised with no explanation.
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7NEWS.com.au understands the issue related to a backend system for eCommerce which assists in fulfilling orders that have been placed.
In a new statement to 7NEWS.com.au, a Woolworths spokesperson apologised for the disruption to its popular service.
“Yesterday morning we experienced a technical issue which affected a number of yesterday’s online orders,” the spokesperson said.
“The issue was resolved and our teams worked hard to ensure the majority of customer orders were completed.
“Unfortunately, some online orders were cancelled as a result of the disruption. These customers were sent notification and will receive a full refund, in line with our standard procedures.
“We sincerely apologise to any customers whose order was cancelled or delayed.
“We have returned to regular operations this morning and today’s orders are not affected.”
It’s understood that while some orders were cancelled, many successfully completed yesterday were fulfilled on time or within 30 minutes of the scheduled window.
However it was the lack of communication from Woolworths over the day that frustrated many customers.
“Absolutely disgusting Service from Woolies today!” said one Facebook user.
“Yes you knew your online orders were impeded between 7pm-12.30pm yet thousands of us are left waiting to even hear an update.
“I work in IT. It’s not difficult to send a mass text to customers advising all orders have been cancelled and will be refunded.
“Yet, NINE hours after my order is to arrive, the status still shows your order is being picked. DISGUSTING!”
Another said: “I can’t get in touch with anyone about my delayed order so now I don’t know if it’s delayed or cancelled.
“We are being held ransom at home waiting and don’t know whether or not to buy any of the groceries in person from somewhere else as there has been no indication about our order status.”
A third wrote: “Why haven’t you put something on your site saying online orders have all been cancelled instead of letting people wait and filling up your phones and messages.”
7NEWS.com.au understands that online order windows remain open as usual for today and the following days.
Customers whose orders were cancelled will receive a full refund. The time taken for the money to be returned to their account depends on their bank’s system. Woolworths has released all the holds on cancelled orders so these funds should become available to customers once their bank lifts the pending transaction on their account.