Tesco apologised for a software glitch that disrupted its website and app, leaving users unable to access Clubcards or modify online orders for several hours.
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| Tesco’s website and app faced temporary outages on Friday, sparking customer backlash over inaccessible Clubcards and disrupted order updates. Image: CH |
LONDON, UK – May 17, 2025:
Tesco, the UK’s largest supermarket chain, faced a significant customer relations setback on Friday after a software issue rendered its website and mobile app partially inoperable for several hours. Though the retailer was quick to apologise and restore service, the episode raises broader concerns about the vulnerabilities in retail tech infrastructure, particularly at a time when digital engagement is critical to customer loyalty and operational efficiency.
Starting just after 14:00 BST, thousands of Tesco users took to social media platform X to report being unable to update their online orders or access digital Clubcards — the cornerstone of the supermarket's loyalty programme. Clubcard, which boasts more than 20 million members, plays a crucial role in Tesco’s strategy to retain customers by offering personalised discounts and rewards both in-store and online.
The company confirmed the disruption was due to a software glitch and not a cyberattack — a noteworthy clarification given the recent string of cyber incidents at major UK retailers such as Marks and Spencer and the Co-op. Nonetheless, the technical issue left a bad taste for some shoppers, particularly those attempting to modify time-sensitive online orders or use Clubcard vouchers during their weekly shops.
For a digital retail platform, functionality and reliability are foundational. Tesco’s tech hiccup — even though it was resolved within a couple of hours — exposed how even short-lived outages can trigger customer frustration and brand damage. In a space where convenience is king, the inability to modify an order or access a loyalty card in real-time can sway consumer confidence.
Tesco’s social media team responded promptly to user complaints, acknowledging the “intermittent system issues” and urging customers to try again later. While these interactions helped mitigate some anger, the incident has sparked questions about whether retailers are doing enough to future-proof their systems, especially when increasing numbers of consumers rely heavily on mobile apps for grocery shopping and loyalty benefits.
This isn’t an isolated incident in the retail sector. Digital transformation has accelerated dramatically since the pandemic, but so too have the technical risks. From backend system failures to targeted cyberattacks, retail tech infrastructure is under strain, often stretched thin by high user volumes, legacy systems, or insufficient testing of software updates.
Though Tesco’s case appears to have been a benign software failure, it underscores the need for contingency planning and robust IT resilience in retail operations. Outages may be inevitable, but transparency, speed of resolution, and effective customer communication are what determine long-term reputational outcomes.
Tesco may have avoided a full-scale crisis this time, but in a hyper-competitive grocery landscape increasingly driven by tech and data, even a few hours of downtime can be a costly reminder of how much rides on digital reliability.