finance

Tesco website and app go down and shoppers can’t check out


TESCO shoppers have been unable to check out their shopping online after the supermarket’s website and app went down.

Hundreds of shoppers have complained about issues paying for their shopping online and getting onto Tesco’s website, according to Downdetector.

Tesco shoppers have been unable to check out their shopping and get on the supermarket's website

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Tesco shoppers have been unable to check out their shopping and get on the supermarket’s websiteCredit: Getty

Issues with the website and app started around 11.30am today, and at the time of writing, more than 800 customers have flagged issues.

According to the complaints tracking website, 49% reported problems checking out, 46% said they couldn’t access the site, and 5% had trouble logging in.

The area most affected appears to be London, but places including Birmingham, Brighton and Cambridge seem to be having problems too.

Tesco usually receives 1.3 million online orders every week, and angry shoppers took to social media to complain they couldn’t get their groceries in.

One customer tweeted: “Is anyone else having trouble with @Tesco’s website? Can’t get to the payment page.”

While another tweeted: “@Tesco half way through doing my online shop, think somethings wrong with the website as I can’t log back in.”

Another asked the supermarket: “Are you having trouble with your website this morning, can’t check orders, or change my order.”

Tesco has been replying to customers on Twitter advising them to use the Tesco app instead to do their shopping, which seems to be working better.

It’s customer service account on Twitter replied to one customer struggling to pay for their shopping: “Our IT team are working on this at the moment.

“Please can I ask you to download the Tesco App if you are using the website as we are finding this error mostly on the website.”

It is not known whether the outage could mean shoppers could accidentally pay for shopping twice.

We’ve asked Tesco for more information, and what customers should do if this happens.

It’s not the first time the supermarket’s website has gone down.

An outage happened in November too, leaving customers unable to pay for online shopping orders as well.

The month before, the store’s website and app went down again “due to a hack” resulting in chaos for hundreds of online shoppers.

How to check if the Tesco app and website are not working

The best way to see if there are issues with the Tesco website or app is to check directly.

You can check if Tesco is down for everyone or experiencing wider issues on Downdetector.

The website lets users report issues and you can see if the issue is widespread in terms of location.

Can you claim compensation for outages?

There’s no fixed compensation scheme for supermarket websites being down like you might find with other essential services, like telecoms.

But if you’ve been left out of pocket by being unable to access your account or next delivery details it’s worth contacting Tesco.

You should gather evidence, for example a delivery receipt, and contact Tesco’s customer service.

For online grocery order issues you can call 0800 323 4040 which is free to call from landlines and mobiles.

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