Most Morrisons delivery problems fall into a few clear categories: the order arrives late, an item is missing, a substitute is not right, a product is damaged or short-dated, the delivery is missed, or the final charge looks different from the checkout total. Morrisons has separate help guidance for each of these issues, and in many cases you can request a refund directly through My Orders on the groceries website or app.
So this is not really one single problem. It is a group of common order issues that Morrisons handles through slightly different routes.
1) The Order Arrived Late
This is one of the most common delivery complaints.
Morrisons says it always aims to deliver within your chosen slot, and if the order is expected to arrive outside that scheduled time, it will do its best to notify you in advance. It also says customers can check the app or website for delivery updates, and if the order was delivered outside the booked slot and you want to discuss it, you can contact Customer Services on 0345 611 6111.
That means a late delivery problem is usually handled as a service issue first, not as an automatic refund event.
2) An Item Was Missing From the Delivery
A missing item creates a different type of problem, because the question becomes whether you were charged for something you did not receive.
Morrisons says you can request a refund for missing items through the groceries website or app by going to My Orders, selecting the correct order, and using the refund option. Its help form for missing items says this can be done within 2 days of delivery or collection.
3) A Product Was Damaged, Unsatisfactory, or Too Short-Dated
Some delivery problems only become obvious once the bags are unpacked.
Morrisons says customers can request a refund for damaged items, unsatisfactory products, or items with an unsatisfactory date through My Orders on the groceries website or app. Its product issues guidance says refund requests for these issues can be made within 1 day of delivery or collection. For out-of-date items, Morrisons also points customers to Customer Services on 0345 611 6111 (Option 1) and an enquiry form for further help.
That is why delivery quality issues and refund issues overlap so often. The delivery may technically arrive on time, but the order can still be faulty in a way that needs follow-up.
4) The Substitute Was Not Right
Substitutions are another frequent source of frustration.
Morrisons says the price of a substitute item will be shown on the final receipt. If you do not want a substitute on a standard grocery order, Morrisons says you can tell the driver before they leave and the item will be removed from your order. For Morrisons Now, however, the company says substitute items cannot currently be returned to the driver; instead, if you are unhappy with a substitute, you can request a refund within 48 hours through the groceries website or app.
This is one reason Morrisons delivery problems can feel inconsistent to customers: the correct fix depends on whether the order was a standard grocery delivery or a Morrisons Now order.
5) You Missed the Delivery
Sometimes the delivery problem is not on Morrisons’ side at all.
Morrisons says that if you are not home to accept your delivery, the driver will attempt to contact you. If contact cannot be made, the order may be cancelled. Morrisons also says it cannot guarantee the driver will be able to return the same day, and you may still be charged for the perishable items if the order is cancelled because the delivery was missed.
That makes a missed delivery one of the more expensive problems, because it can affect both convenience and cost.
6) The Final Charge Looks Different From Checkout
This is a payment-related delivery problem that confuses many shoppers.
Morrisons says it pre-authorises payment before the order is fulfilled, and that the pre-authorised amount may reflect your checkout amount plus the delivery charge and an allowance for substituted items. It says this pre-authorisation can differ from the final amount actually charged, and the pending amount should clear after delivery when removed by your card provider.
So if the amount on your bank account looks wrong before delivery, it is not always a billing mistake. Sometimes it is just the temporary pre-authorisation process.
7) Website or Checkout Problems Stop the Order From Going Through
Not every Morrisons delivery problem happens after checkout. Some happen before the order is even placed.
Morrisons’ technical help pages say that if issues such as voucher code problems or registration problems persist, customers should contact Customer Services on 0345 611 6111, and the technical issues section was updated on 25 February 2026.
So if the problem is with the site, account, or checkout process rather than the delivery itself, the right path is usually technical support rather than an order complaint.
What To Do First When You Have a Morrisons Delivery Problem
A simple way to handle the situation is to identify what kind of problem it is before doing anything else.
If the order is late, check your slot details and live updates first. If an item is missing, damaged, unsatisfactory, or wrongly substituted, go straight to My Orders in the groceries website or app and use the refund route Morrisons provides. If the issue is bigger than a standard item complaint, Morrisons’ Customer Services number is 0345 611 6111.
That matters because the right solution depends on the type of problem, not just on the fact that “something went wrong”.
When a Delivery Problem Becomes a Refund Question
At a certain point, many delivery issues stop being about inconvenience and start being about money.
If the problem involves a missing item, damaged product, poor-date item, or an unwanted Morrisons Now substitute, the next step is usually a refund request rather than just a complaint. That is why this page connects naturally to Morrisons delivery refunds, where the focus is the refund process itself rather than the broader problem list. Morrisons’ help pages consistently route item-quality and item-missing complaints through the refund system in My Orders.
Final Thoughts
“Morrisons delivery problems” is really a catch-all phrase for several different issues: late deliveries, missing items, substitutes, damaged or short-dated products, missed deliveries, payment confusion, and technical checkout problems. Morrisons does not treat these as one single complaint type, and that is why the solution depends on exactly what went wrong.