To be peed off with Tesco

[SpikySara]

My Tesco delivery was today. I had until 11.45pm last night to edit my order. I successfully placed my order at 10.30pm and received the order confirmation email. This morning only half a dozen items were delivered, which are the items I put in the basket last week when I booked the slot. Nothing I added yesterday has arrived.

I called to complain and there’s a recorded message saying due to technical issues if you added items to an order yesterday it wasn’t saved and you won’t be charged for the missing items. No offer of a replacement delivery. I can’t book a replacement delivery because there are no slots for weeks. No click and collect slots either. It’s literally the first day of lockdown and the first day of shielding, and god knows how many people haven’t received their food.

Not an excuse but it likely happened because a million people flooded the website yesterday frantically trying to book slots/stock pile toilet paper.

Annoying but websites aren’t 100% perfect all the time. They won’t be able to offer you a replacement without taking a slot off someone else, who may also be shielding and reliant on their delivery, who will then come on here fuming ‘I’ve just had my delivery cancelled and no replacement offered’.

It’s shit but it’s happened. Try a different supermarket and see what slots you can get from anywhere.

Well that's why they haven't offered another delivery, because there are no slots. It's crap but they probably had loads of people doing the same as you and it overloaded the system.
I'm not sure what else they can offer you. Even a voucher won't be much use if you can't get a slot.
Surely lockdown doesn't start until midnight tonight though

Go and get yourself, these things happen

I wonder if there are now so little slots because everyone has done just what you have and held the basket with a handful of items, only to amend at the last minute...

Technical issues happen but why should someone lose out on their delivery because they've done exactly what you have.

As for people losing out on food, well it sound like its only going to be those that waited until the last minute...

Unless you think they should be cancelling these place holder orders....?

I dont think supermarkets had placeholder orders in mind when they set up their delivery systems...rather they thought perhaps the amendment function could be for that last minute order of bread, or mince. Not suddenly changing 3 bottles of gin to a full weekly shop.

It’s perfectly fine to hold the basket and edit it before delivery! That’s a normal thing to do, I do the same as offers change closer to the time, If they didn’t want people to edit their shop then they wouldn’t allow them to , which usually they do apart from this error!

That's annoying, but it does appear to be out of their control, and they can't add any more deliveries to drivers already at their limit. If you contact your local support hub they should be able to arrange someone to help you, look on the council website for information.

I have found recently that if I check around 10pm they release a few home delivery slots for late the following day (ie. Saturday at 10:30pm I was able to book a delivery for 8-9pm Sunday last week). Might be worth a try

My delivery is due this evening, so I've just phone to check if my changes went through Ok. Good job I did, because nothing was added, and they would be coming all this way with just a bunch of bananas!! I cancelled the order and have managed to get a Morrisons click & collect for tomorrow.

I'm.in Wales and 2 weeks into our lockdown. I added half a dozen things to my click and collect order I placed 3 weeks ago at 9pm last night.
I too have received that email. I'm going at 3pm to collect my order and dreading what's missing.
I'm pissed off. Our Asda apparently does 1 hour express collections but not tired it in practice yet.
Will see what happens when I collect mine.

Luckily my last minute order changes did go through and arrived 10 minutes early this morning.

The website was definitely struggling last night though.

I added 3 items during Boris speech and 3 more at 9pm.
If that's all that's missing I'll cope but if lots of the order is missing I'll have to go out shopping which I really don't want to do ridiculous infection rate here.

Yanbu to be mildly miffed but you'd be hella unreasonable to start kicking up a fuss and/or verbally kicking any Tesco shop or phone staff.
Chalk it up to experience and learn next time not to leave it until the last minute.

Funnily enough, the one and only item missing from my Tesco order on Friday was toilet paper. All those trying to get some and freezing the website might well be unlucky

I called to complain and there’s a recorded message saying due to technical issues if you added items to an order yesterday it wasn’t saved and you won’t be charged for the missing items. No offer of a replacement delivery.

What do you want Tesco to do?

Their system (along with lots of other supermarkets) was flooded with thousands of people trying to place orders due to Boris's announcement late last night and the servers couldnt deal with the surge in demand so last minute amendments were not saved.

You are not being charged for the items you didn't receive, so you can still go elsewhere to get the undelivered items. I'm sure if your delivery was for later today/this week then they would have contacted you but since your order will have been picked/packed at 3/4am to be delivered this morning (if tesco is the same as the supermarket I work for) the issue with existing orders not being updated for any changes made yesterday may not have been picked up until after your order was completed. Additionally they cannot assume that all orders were edited/amended yesterday so will have gone through with the order as they had it - when I make an order I usually know what I want so rarely amend it last minute - and you got what you did originally order.

Considering that the system has been overwhelmed, and my supermarket has been running home shopping on an average 95% full schedule since the summer so I am sure your Tesco hardly be swimming in free delivery slots, when exactly are they supposed to redeliver the items they weren't aware you didnt receive because of a failure in technology?

Oh that must be frustrating for you. Hope you manage to get sorted elsewhere.

When I book a slot I hold it with a duplicate order from a previous week so that is something goes wrong (most likely me forgetting the to amend in time) I still get a full weeks worth of shopping even if it’s not the week I planned. There are a lot of staples I buy each week (milk, cheese, fruit &veg etc) so it doesn’t take too long to amend it. Just a thought, anyway

Try amazon fresh to make up the items you have missed? Sainsbury’s site crashed yesterday so we are just getting our original order

Are you in an area where you can get Waitrose rapid delivery? It’s 2 hours where I live

It’s shit of them but then you were silly to leave it til the last minute to amend your order. It was especially foolish given the current fast escalating situation and knowing what was very likely to happen. And knowing how much the supermarket websites struggled in March. order. I always do a sensible order that I could live with if it was delivered to start with and then tweak it nearer the time.

I had a delivery today and noticed a similar issue OP, but luckily it was only a few items missing. My online order shows the items, but not the paper copy that came with the shopping and I haven’t been charged for the missing items. There must have been a glitch in their system last night.

This happened to my on Saturday, my order was delivered with two boxes of beer I didn't need and none of the order I spent an hour amending on Friday.
I put it down to a server error because I know I checked out, now im wondering if it was a fault their end.

It’s shit of them but then you were silly to leave it til the last minute to amend your order.

Errrrmmmmm but that’s literally how the system works, usually?

Well shit. Thanks for the warning OP. I did half our order Sunday night and finished it yesterday evening. Our delivery is due 8-9, so time for me to find out when my local supermarkets shut.

The website lists my changes as having gone through and I got the confirmation email, though I did have to attempt to check out twice. But if something breaks between different Tesco systems then that's no guarantee.

And Tesco have always been shit at handling delivery issues. Yes disruption happens - weather, road accidents, computer problems, etc - but Tesco do nothing to make it right. We customers are left to reorder manually and go to the back of the queue for getting a new delivery slot.

This has happened to me and I did use bottles of gin and some random stuff when I booked the slot. Stayed up late doing the proper order last night.

For anyone unsure if they’ve been affected you can check on the app or website and it will show what they are delivering. This was radically different to my email confirmation last night.

We have a Sainsbury’s order for Friday (booked before yesterday’s announcements) and when I went to add a couple of things yesterday the whole site seemed to be down. Per pp I always do an order that would work if I couldn’t get back into it (I wanted to add coriander for a curry, nothing life changing) but agree that it is absolutely normal to edit at the last minute, which is why you can do it until the night before.