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Click-and-collect problems add to Tesco’s Black Friday woes Click-and-collect problems add to Tesco’s Black Friday woes
(about 1 hour later)
Supermarket giant Tesco is facing fresh embarrassment after it emerged its website has been unable to cope with the number of orders placed on Black Friday last week. Customers are complaining of long delays on click-and-collect orders or missing out completely because products ordered during the promotional extravaganza have sold out. Tesco is facing fresh embarrassment after it emerged its website has been unable to cope with the number of orders placed on Black Friday last week. Customers are complaining of long delays on click-and-collect orders or missing out completely because products ordered during the promotional extravaganza have sold out.
Angry customers have taken to social networking sites including Facebook and Twitter to complain about their experience. One customer said he was still waiting for a product ordered a week ago with the promise of next day delivery and claimed the “customer service team have no idea what’s going on”.Angry customers have taken to social networking sites including Facebook and Twitter to complain about their experience. One customer said he was still waiting for a product ordered a week ago with the promise of next day delivery and claimed the “customer service team have no idea what’s going on”.
Others had been sent emails advising them that orders had arrived in store for collection only to turn up in store and find they had not.Others had been sent emails advising them that orders had arrived in store for collection only to turn up in store and find they had not.
There are also cases of shoppers left disappointed after placing web orders on Black Friday for discounted products that are now out of stock. The deluge of orders also appears to be having a knock-on effect on unrelated products, with customers reporting delays on click-and-collect orders of Christmas trees placed this week. There are also cases of shoppers left disappointed after placing web orders with the retailer on Black Friday for discounted products that are now out of stock. The deluge of orders also appears to be having a knock-on effect on unrelated products, with customers reporting delays on click-and-collect orders of Christmas trees placed this week.
The retailer’s website is carrying a health warning that clickand-collect orders may be delayed by up to two days: “We are really sorry, but due to unprecedented demand we are currently unable to provide next day Click+Collect for Tesco products. We are doing our very best to provide you with the best possible service.”The retailer’s website is carrying a health warning that clickand-collect orders may be delayed by up to two days: “We are really sorry, but due to unprecedented demand we are currently unable to provide next day Click+Collect for Tesco products. We are doing our very best to provide you with the best possible service.”
The retailer’s woes could not have a come at a worse time with the important Christmas trading period in full swing. This year click-and-collect services are a key battleground as shoppers opt for the convenience of collecting goods themselves rather than waiting in for packages to arrive.The retailer’s woes could not have a come at a worse time with the important Christmas trading period in full swing. This year click-and-collect services are a key battleground as shoppers opt for the convenience of collecting goods themselves rather than waiting in for packages to arrive.
At the start of this week Tesco announced a management shakeup with the group’s new chief executive Dave Lewis taking on the leadership of its underperforming UK chain on an interim basis. The vacancy was created by the departure of UK managing director Chris Bush who was one of the men asked to step aside in the wake of this autumn’s accounting scandal.At the start of this week Tesco announced a management shakeup with the group’s new chief executive Dave Lewis taking on the leadership of its underperforming UK chain on an interim basis. The vacancy was created by the departure of UK managing director Chris Bush who was one of the men asked to step aside in the wake of this autumn’s accounting scandal.
This year Black Friday established itself as one of the biggest shopping days of the year. On Tuesday department store chain John Lewis said it contributed to what was the biggest week of trading in its 150-year history, thanks to feverish demand for discounted televisions and tablet computers.This year Black Friday established itself as one of the biggest shopping days of the year. On Tuesday department store chain John Lewis said it contributed to what was the biggest week of trading in its 150-year history, thanks to feverish demand for discounted televisions and tablet computers.
The relatively new promotional event has been imported to the UK in recent years by American owned retailers such as Amazon and Asda. But this year it was adopted across the high street with Sainsbury’s and Tesco also entering the fray. The relatively new promotional event has been imported to Britain in recent years by American-owned retailers such as Amazon and Asda. But this year it was adopted across the retail sector with Sainsbury’s and Tesco also entering the fray.
Tesco’s promotions turned out to be too much of a good thing, with the police were called to restore order in at least 16 Tesco stores amid scuffles amongbargain hunting customers. Tesco’s promotions turned out to be too much of a good thing, with the police were called to restore order in at least 16 Tesco stores amid scuffles among bargain-hunting customers.
A senior policeman later referred to the scenes in some of its supermarkets as akin to a mini riot and scolded senior executives, arguing the force’s “scarce resources should not be used to bail out stores when they’ve not planned effectively”. On Thursday three men were charged in the wake of incidents in Tesco stores in Greater Manchester.A senior policeman later referred to the scenes in some of its supermarkets as akin to a mini riot and scolded senior executives, arguing the force’s “scarce resources should not be used to bail out stores when they’ve not planned effectively”. On Thursday three men were charged in the wake of incidents in Tesco stores in Greater Manchester.