The supermarket giant said customers would be contacted directly if their shopping delivery was cancelled
Tesco customers have branded deliveries a “shambles” as a tech glitch meant orders were cancelled or delayed on Sunday.
Shoppers took to social media to vent their frustration, criticising the communication from the supermarket giant. The retailer has since issued an apology, informing customers they can place a new order.
Website Downdector shows over 1,000 customers reported issues with the Tesco app or website at around 9am on Sunday. With customers reporting problems into the evening.
Writing on social media platform X on Sunday evening, Jason Underhill said: “Really disappointed to have Tesco home delivery cancelled on a Sunday evening. Especially with all the supermarkets closed by 4pm. Makes school packed lunches extremely difficult.”
Steve Pearce was expecting his delivery on Sunday morning. He said: “Supposed to have a Tesco home delivery between 9-10am today.
“Been trying to contact since 11am as payment taken and order showing as preparing. Finally spoke to you [Tesco] to be told order cancelled but couldn’t let us know as phones were down. Absolute shambles!”
Another Tesco customer said: “Awful service. At 7.46 cancelling an order for delivery 8-9. No reason given. No thought about extra costs the customer will incur.”
Another shopper claimed they were housebound and only received confirmation their delivery had been cancelled 20 minutes before it was due to arrive.
Customers who had their deliveries cancelled were reportedly told they would now have to wait between three and four days for a refund. A Tesco spokesman said: “Due to technical issues we’ve had to cancel some orders and our customer service team are experiencing high contact volumes.
“Unfortunately, we’re unable to reschedule these orders. We apologise for the inconvenience.”
The supermarket said it was receiving a “high contact volume” of calls after the incident. It told customers they would face delays when trying to speak to the customer service department.