I don't know if anyone else in the area has experienced problems with Morrisons in Basingstoke, but I thought I would share my story.

I order groceries for myself and my 88 year-old mother on line mainly to avoid contact with others and protect her.

On this particular Saturday, my groceries were due to arrive between 2 and 3pm.  When there was no sign of the groceries, I eventually managed to speak to a customer service agent at Head Office. I was shocked to hear that the Basingstoke store had a three hour delay.  I was assured that someone would be contacting me to explain; they never did contact me.

Surprisingly a van turned up at 4pm and the driver told me he was late because he had to wait for the shopping to be packed!

I quickly realised that most of my mother's dinners were missing. I therefore telephoned head office again and the agent spoke to the Basingstoke store again. I was reassured to be told that the store manager would call me to let me know when the delivery of the missing items would take place.

I stated that the shopping was for my 88 year-old mother and therefore was a priority.  I waited until 11 pm that evening but no call.

The next morning I called the head office for the fourth time. The agent telephoned the Basingstoke store whilst I held and told me the store are too busy to deliver the rest of your shopping as it would take time to sort out the missing items and they are also dealing with vulnerable people. I reiterated my mother is a vulnerable person.

The money spent on the groceries was refunded but due to the inexcusable lack of service, I requested an apology from the Basingstoke store manager but this never arrived.

Amanda Fisher, Harrow Drive, Headley.