The firm told the Daily Telegraph that 'staff worked hard' to satisfy the orders but it is understood that around 200 orders had to be cancelled each day across Sunday and Monday.
The firm insisted yesterday morning that it was on top of the issue and that its ordering systems had returned to 'normal' after the 'technical issue' hit the business. However, it is believed to have paid compensation to nearly 400 customers, the newspaper said.
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| Waitrose: Had Some 'Technical Issues' |
Waitrose said last week that orders had increased by 60 per cent this year compared to the same period last Christmas.
Asda faced similar issues last Christmas as online orders soared. As with Asda, most Waitrose orders are picked in branches although it has also opened a online delivery warehouse in Acton West London to help boost its ability to serve London.
Other retailers have also suffered ordering problems this Christmas. Entertainment retailer Zavvi faced a backlash after it threatened customers with legal action who it had wrongly sent PlayStation Vitas and who had not immediately returned them.
Meanwhile, fashion sale site BrandAlley.com has been inundated with complaints over the past month after a systems failure related to a switch in ecommerce platforms.
Waitrose told the Telegraph: 'Unfortunately, due to a technical issue, we were unable to pick orders [on Sunday] for some of our online customers. 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.'
'We're very sorry for the inconvenience to our customers and have contacted all those affected to apologise. Orders are now being processed as normal.'
Waitrose did not specify what the techical issue was. Its products are also delivered separately through Ocado but those deliveries work on a separate system controlled by Ocado.
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