Tesco grocery deliveries hit by IT outage

A number of Tesco customers have had their grocery deliveries cancelled, as an IT glitch impacted the retailer’s online shopping service on Tuesday morning.

The grocer said up to 10% of orders were affected by the computer failure, causing customers to complain about their last-minute cancellations on social media.

A Tesco spokesperson told the BBC: “We're currently experiencing an IT issue which is affecting some grocery home shopping orders. We're working hard to fix this problem and apologise to customers for any inconvenience this may cause."

According to a recent report from JDA and Centiro, over 75% of UK online shoppers are likely to switch to an alternative retailer after receiving a poor home delivery experience. And as retailers struggle to keep up with increasingly demanding delivery expectations, the report claimed 56% of UK adults have experienced a problem with an online order in the last 12 months – up from 53% in 2016 and 47% in 2015.

“The problem suffered by Tesco was not an isolated one,” said Jason Shorrock, vice president, retail strategy EMEA at JDA. “Fulfilment and ‘last-mile’ issues continue to hinder their efforts at a time when consumers are becoming increasingly intolerant of poor service. Today’s shoppers expect retailers to offer a high-level of service across all channels – those retailers that fail to keep up put themselves in serious danger of being left behind.”

Niklas Hedin, CEO of Centiro, added: “Customers are clearly upset Tesco has been unable to fulfil some deliveries today. Retailers need to be more confident in their last-mile capabilities, otherwise these issues will continue to reflect poorly on the overall brand experience customers receive. Today there are greater pressures on retailers’ delivery capabilities than ever before and if customers’ expectations aren’t met, they will simply shop elsewhere in the future.”