Angry Tesco customers say they have been left without groceries or an explanation after a computer glitch caused some online orders to be axed.
The UK's biggest supermarket chain has faced the wrath of thousands of shoppers who ordered food deliveries via Tesco.com after it was forced to scrap orders after being hit with a nationwide IT malfunction. Tesco offered alternative slots to affected customers, but many have taken to social media to complain they were unable to get a new delivery slot within 24 hours of their original time, with others saying they were not able to get a delivery at all until the weekend.
A Tesco spokesperson told Grocery Gazette: "Due to an intermittent technical issue, we've had to cancel some orders today. We're really sorry about this and are working hard to notify customers who are affected."
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Some shoppers awaiting orders took to Twitter so say they were unable to get to a store and the lack of delivery had left them with bare cupboards. @Emilllar said: "My DMs (Direct Messages) are just being ignored! I just want to know why my delivery was cancelled without a reason yesterday, leaving me high and dry with a six month old and disabled five year old until 8pm Thursday!!!" and @brysatra asked; "Have you sorted out your IT issues? I have a delivery booked for today. I’m disabled and completely housebound so having my delivery cancelled would be awful as I can’t go out to shop."
Others complained after they opted for a refund rather than a rescheduled delivery, only to be told that they would have to wait up to five working days for their money back. @BaxterG550 stormed: "Woeful response on WhatsApp from Tesco. Of course you may suffer tech issues but compensate your affected customers and ACKNOWLEDGE you are sitting on their money when they need it today to buy the food you FAILED to deliver." @Tesco responded: "Refunds are returned to the payment card straight away, however your bank can take up to 5 days to release it into your account," but BaxterG550 retorted: "It won’t leave Tesco's bank today, it will all be processed overnight. Having worked for a bank for 20 years I know how the system works. A refund of the deliver saver payment you took as usual this month would have been a nice more appropriate gesture??For all affected customers?"
Tesco apologised to those affected and said it was working hard to notify customers that did little to appease the deluge of disgruntled shoppers who continued to demand answers.
@cazthebiz said: "No comments on the total breakdown of Tesco's home delivery service yesterday. It affected the whole of the UK with orders being cancelled even after the delivery had been confirmed just hours before!", while @robtasticles said: "Terrible customer service from @Tesco, waiting for delivery, had to call to find out where it is, 20 minutes later get an email to say it’s cancelled £200 worth of food!! It’s not the first time either."
@SarahTennant9 said: "Terrible thousands relying on home delivery can’t get to supermarket and slots cancelled last minute! Asda all the way from now on." @DebirellaDebbie asked: "@Tesco why do you think it’s acceptable to cancel my delivery with only 4 hours notice and not give a reason? but @gr82754739 responded: "At least @Tesco told you it was cancelled before the event. I waited in for four hours for my delivery slot and then got a cancellation email half an hour after the end of the slot. Think maybe some ‘sorry’ vouchers to everyone affected would be good."
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