One Morrisons customer in Worcestershire, who did not want to be named, pays for a delivery pass which gives her priority access to busy slots such as at Christmas.
An hour before her delivery slot on Monday evening, she received a text message saying the delivery had been delayed.
Early on Tuesday morning, she still had not heard anything from Morrisons and had not got the delivery.
“I have no idea if my order is coming or not,” she told BBC News. “So I’m kind of at a real loss.”
The customer had an order worth about £200, and had saved vouchers over the year to take it down to £100.
She says the lack of communication has left her “in limbo.”
“I could go [out] today and spend £200 and then come home and Morrison’s turn up with £200-worth of shopping,” she adds.
“The complete lack of communication is the biggest thing, because you can’t form a plan B, and you can’t plan when it’s Christmas Eve.”
She subsequently received her order later on Tuesday.