Tesco apologizes for major app and website outages
- Some Tesco customers faced significant difficulties accessing online orders and their Clubcards due to IT problems on May 16, 2025.
- A Tesco spokesperson confirmed that a software issue caused the disruption, and the IT team worked to fix it.
- The supermarket chain apologized for the inconvenience and is taking steps to improve its digital services.
On Friday afternoon, May 16, 2025, Tesco, the largest supermarket chain in the UK, experienced significant IT problems that affected many of its customers' ability to access online services. Reports of the issues began surfacing around 14:00 BST, with users expressing their frustrations on social media. Customers encountered difficulties with altering online orders and struggled to access the digital versions of their Clubcards, which are essential for collecting points and using vouchers while shopping. The inconvenience prompted an influx of complaints directed at Tesco's social media accounts, highlighting the challenges that customers faced during this time. In response to the mounting concerns, a spokesperson for Tesco acknowledged the situation and confirmed that it stemmed from a software issue that temporarily disrupted the website and app functionality. The IT team worked diligently to address the complications and resolve the problems. Many customers reported being unable to use essential functions, like processing changes to their orders or retrieving their Clubcards, while several expressed their frustrations online, stating they had faced issues for up to four hours. The outage monitoring site, Downdetector, documented a noticeable spike in service disruptions reported by users, indicating the extent of the problem. It wasn't until roughly two hours later that the number of reported issues began to decline, suggesting that the IT team made progress in resolving the software malfunction. This incident at Tesco is reminiscent of recent disruptions experienced by other major retailers like Marks and Spencer and the Co-op, which faced significant operational interruptions due to cyber attacks in earlier weeks. However, unlike those occurrences, there is no indication that Tesco's complications were the result of any hacking attempts. The company has assured its customers that it is continuously improving its digital services to prevent future disruptions and enhance overall customer satisfaction.