Tesco.ie

daenerysstormborn3 · 26-09-2012 10:28pm #1

Is anybody else having trouble placing orders on the website and contacting Tesco through their website?

I have been trying since Saturday to place an order and have so far been unsuccessful. I have tried 3 different cards which I know all have sufficient funds in them but I keep getting the same error message "Failure to create order".

I have tried e-mailing Tesco using the e-mail address on their website but I keep getting failure bounce backs and I have tried ringing them and have spent between 10 and 25 minutes on hold before hanging up.

Is there a problem with the site? They have made some slight changes recently but nothing massive.

PhilipMarlowe · 26-09-2012 10:47pm

Same issue for me, tried early this morning, this evening and again tonight with the "Failed to create order" outcome.
The 'high volume of calls' on customer services at 11pm might be a give-away that it's not that isolated an issue?
Also, any issues with payment would give an authorisation error rather than this one.
edit - just noticed that you're in KK so may be store related either?

daenerysstormborn3 · 26-09-2012 11:23pm

Yeah, I've been using tesco.ie with no problem for nearly 7 years so I figure it must definitely be a site problem. As I haven't actually been able to speak to anyone, I just wanted to make sure it wasn't just me. Hope they sort it out soon or I'll have to switch to Superquinn.

PhilipMarlowe · 27-09-2012 7:48am

Got through quickly this morning to cust. services and they said they are having "technical difficulties... have a team working on it... no expected time given for a solution".
You'd think they would have a message on the site to say as much.

flower tattoo · 27-09-2012 8:47am

YES! Had this exact issue Tuesday night. Rang customer services & was on hold for 10 minutes before they cut me off. Rang back & was on hold for 20 minutes without being resolved. Sent an email to tesco & although I got an automated response later saying someone will contact you, I haven't heard anything further.

daenerysstormborn3 · 27-09-2012 9:11am

Maybe the e-mail bounce back I'm getting is because of high volumes. Hope they fix it soon.

endofrainbow · 27-09-2012 3:32pm

I placed on order on Monday for delivery Tuesday with no issues, however, the confirmation email came from Tesco.co.uk......

daenerysstormborn3 · 27-09-2012 7:29pm

I've been trying since Saturday with no luck.

I rang tesco.ie today and eventually managed to speak to somebody. I was told the issue was first reported on Saturday and their technical team are working to try to fix it but they've no idea when it will be fixed. The technical team are working on putting a message up on the homepage to advise people of the problem.

The woman I spoke to told me that customers are getting two different error messages, either "failure to create order" or "payment not authorised".

They've offered free delivery charge on deliveries for anyone who rings up and gives their e-mail address (it won't be a blanket thing, you have to ring up) but to be honest, if this isn't fixed by the weekend I'm just going to go elsewhere.

Wuggle · 27-09-2012 7:37pm

Is anyone still having problems? I order online for my elderly aunt every week, but have not been able to place my order since this time yesterday. I rang the UK helpline and they told me there were "technical issues" but no idea of resolution time.

I'm finding it really frustrating. I don't live in Ireland any more but do my aunt's shopping every week without fail. She's 80 - I'm not sure how I can get her shopping to her now. At the very least they should put up a message on the site saying when it is likely to be fixed, or at least apologising for the inconvenience!

:mad:

Wuggle · 27-09-2012 7:38pm

Sorry Pixiebean - cross post!

flower tattoo · 27-09-2012 7:45pm

Wuggle wrote: »

Is anyone still having problems? I order online for my elderly aunt every week, but have not been able to place my order since this time yesterday. I rang the UK helpline and they told me there were "technical issues" but no idea of resolution time.

I'm finding it really frustrating. I don't live in Ireland any more but do my aunt's shopping every week without fail. She's 80 - I'm not sure how I can get her shopping to her now. At the very least they should put up a message on the site saying when it is likely to be fixed, or at least apologising for the inconvenience!

:mad:

Superquinn have an online ordering system- maybe you could use them as a once off for your aunt?

Wuggle · 27-09-2012 7:48pm

Thank you - I just tried that but they don't cover her area...

daenerysstormborn3 · 27-09-2012 7:49pm

Yeah Superquinn don't cover as wide an area as Tesco unfortunately.

Inchinc7 · 27-09-2012 8:24pm

I'm still having problems. Been trying since Tuesday and thought it was just me but tried different card and that didn't work either. Hope it's back up and running soon. Sick at home with small baby, so don't fancy going to store.

thegoodgirl · 28-09-2012 10:08am

Has anybody had success in placing an order since.
I tried for ages last night and then again this morning, its really bugging me now. Looks like I'll have to go into the store now instead

daenerysstormborn3 · 28-09-2012 12:19pm

No success for me yet anyway.

Melendez · 28-09-2012 1:46pm

This post has been deleted.

thegoodgirl · 28-09-2012 2:14pm

Just got my order completed now.

daenerysstormborn3 · 28-09-2012 5:01pm

Melendez wrote: »

This post has been deleted.

Have tried three different browsers. It's not an individual problem, Tesco told me they've had thousands of people ringing with the same error message as mine and a different error message.

Inchinc7 · 28-09-2012 7:59pm

Have tried different browsers too on my laptop and also tried iPad. Still not working. Emailed customer service yesterday and no reply yet. Giving up hope now, I've only used this service twice before and was really getting into using it, and raving about it to everyone, so very frustrated now.

daenerysstormborn3 · 28-09-2012 10:29pm

Inchinc7 wrote: »

Have tried different browsers too on my laptop and also tried iPad. Still not working. Emailed customer service yesterday and no reply yet. Giving up hope now, I've only used this service twice before and was really getting into using it, and raving about it to everyone, so very frustrated now.

Yeah I've tried 2 pcs, laptop, tablet and a phone so definitely not a software or hardware issue on my side anyway.

I've been using home delivery for 7 years with no issues at all. I drive a bike, don't own a car so pretty damn stuck without it to be honest. Fingers crossed it gets fixed soon.

28-09-2012 10:34pm

Our order went through this evening

Naydy · 29-09-2012 10:01am

Have the same issue, been trying since Thurs to put it though. Was on the phone to customer services for ages last night, who did try everything they could before saying that it was definitely a fault with the website. No idea when it'll be fixed either.
Don't know what to do, I was doing my mum's weekly shop, no other way of getting it to her! Did anyone have any luck with just repeatedly trying to put the order through?
Did that for ages last night and again this morn, starting to give up hope!

daenerysstormborn3 · 29-09-2012 7:33pm

Naydy, I've been trying since last Saturday and I have tried numerous times each day and still no joy.

Naydy · 29-09-2012 9:17pm

Can't believe this error has been going on so long, If I had any other way of getting food delivered you can be sure I wouldn't still be trying at this stage! Sorry to hear you've been trying so long Pixiebean, over a week at this stage is totally ridiculous.

Wuggle · 30-09-2012 12:11pm

Is anyone still having problems? It looks like other delivery slots are being booked up, but I still get the same error. Intermittently I also get a payment not authorised error too,which I know is rubbish as the card details are perfect and I know exactly how much only is in the account.

I sent a complaint email to Tesco Customer Services and still no reply apart from the standard automated one.

Naydy · 30-09-2012 1:30pm

I am getting the exact same thing Wuggle, either "failed to create order" or "payment card not authorized" and I know my card is fine!
I rang my local tesco and they said they were not aware of a problem that they were getting orders in alright.
Yet when I went through the problem over the phone with customer services they said it was definitely a "website problem". They could give me no indication of when it will be fixed, although I was advised to try putting through the order every hour.
Needless to say it hasn't worked yet!

SJW · 30-09-2012 2:27pm

I've had the same issue, been trying without success for over a week to place my order! But just 5 minutes ago, I tried to order using Google Chrome instead of Firefox and for whatever reason it worked! Might not help anyone else, but just thought I'd post it.

Wuggle · 30-09-2012 3:18pm

SJW wrote: »

I've had the same issue, been trying without success for over a week to place my order! But just 5 minutes ago, I tried to order using Google Chrome instead of Firefox and for whatever reason it worked! Might not help anyone else, but just thought I'd post it.

Well done - at least someone has got somewhere! I just installed Google Chrome - still have the same issue.

At this stage I am beyond frustrated and cross and my Aunt is without her shopping... :mad:

Naydy · 30-09-2012 5:47pm

I'm in the same boat, my mum is going without at the min too! Have tried several different browsers and no luck. I'm glad someones got it working though, hopefully it will right itself soon

daenerysstormborn3 · 30-09-2012 8:25pm

Still no joy here, have used different browsers and different computers and no luck. I sent Tesco an e-mail last night to see if there is any update. I spoke to someone at tesco.ie by phone a few nights ago and I was told they've had thousands of people ringing up with the same error messages as mentioned here and they don't know when it will be fixed.

Inchinc7 · 01-10-2012 1:22pm

So annoyed now! Well, I gave up over the weekend and tried not to let it bug me. Tesco just rang me 15 mins ago and said they were aware of the error and that the problem was fixed. Duly tried to checkout again and got 'failed to create order'. Same old, same old. Tried different browsers and still no joy.

Aaaarrggh...don't call me to say that and p*ss me off even more. Sorry, rant over

codod · 01-10-2012 2:07pm

i have been trying all morning today. tried 4 different cards and 3 different browsers. Would have been quicker driving to the shop and doing the shopping myself!!!!!

Still no joy "failed to create order"

codod · 01-10-2012 3:46pm

When i go into edit address i get someone else's mobile number and a different address. Very concerned now that their system error may be giving away private information.

endofrainbow · 01-10-2012 4:05pm

been trying all day but cant get past the card verification page but just logged on from my netbook and it went through ok - confirmation email was from tesco.co.uk though

flower tattoo · 01-10-2012 4:15pm

Just rang now & apparently it will be fixed by tomorrow :-(

Naydy · 01-10-2012 4:52pm

I rang customer services again about 15 mins ago and was told that they "don't have a solution to the problem at this time" and when I asked if they knew when it would be fixed, they just repeated the above line to me.
I was then advised to empty my shopping basket and start from scratch, that that "might" work. Think they're just telling me anything at this stage :mad:

Inchinc7 · 01-10-2012 6:30pm

Naydy wrote: »

I was then advised to empty my shopping basket and start from scratch, that that "might" work. Think they're just telling me anything at this stage :mad:

Well, customer service told me it was fine this morning. So when it wasn't I tried from scratch and named new basket, but it still didn't work. I wish they hadn't called me because I had given up and now I'm back trying again!

daenerysstormborn3 · 01-10-2012 8:14pm

codod wrote: »

When i go into edit address i get someone else's mobile number and a different address. Very concerned now that their system error may be giving away private information.

Jeez that's a bit worrying.

Still no joy here, fingers crossed it'll be fixed tomorrow or I'm going to have to go with Superquinn.

Kieran007 · 01-10-2012 8:45pm

This Tesco problem started for me on the 24th of September. The error is at payment stage it says "failed to create order" What a terrible message that tells you nothing and leaves you wonder about your card, wrong number, unpaid credit card bill, did I type something incorrectly.

After 30 minutes of search I call tesco, they tell me "try again later"

I try later they say "try tomorrow" still not acknowledging a major issue. They have wasted so much of my time because they just wont post a message saying "system broken, sorry".

Like others they have pissed me off big time.

A week later I am trying to do my shopping again, still no message on website and still wasting my time.

This is the worst customer service I have ever heard of.

Thanks for reading my rant.

karlanne99 · 01-10-2012 10:03pm

After 6 days of "Failed to create order" I managed to get an order through - it looks like it's an issue with an update around the address book, appears an extra line might have been added to the start of my address. If you can update your address and duplicate the first line of your address, or if you ring customer support they can do this for you, once they did that for me the order went through fine (nothing to do with cookies or credit card or basket)

Pretty shocking tech dept, over 6 days and no official resolution, plus despite feedback from their own customer support dept they refuse to put a notice on the tesco.ie website. I doubt they would be so flippant if it was the UK site that was down!

quaalude · 01-10-2012 10:37pm

karlanne99 wrote: »

After 6 days of "Failed to create order" I managed to get an order through - it looks like it's an issue with an update around the address book, appears an extra line might have been added to the start of my address. If you can update your address and duplicate the first line of your address, or if you ring customer support they can do this for you, once they did that for me the order went through fine (nothing to do with cookies or credit card or basket)

Thanks so much, karlanne99 - I amended my address just as you said, and it worked, the order went through, after days of "failed to create order".

daenerysstormborn3 · 01-10-2012 10:54pm

karlanne99 wrote: »

After 6 days of "Failed to create order" I managed to get an order through - it looks like it's an issue with an update around the address book, appears an extra line might have been added to the start of my address. If you can update your address and duplicate the first line of your address, or if you ring customer support they can do this for you, once they did that for me the order went through fine (nothing to do with cookies or credit card or basket)

Pretty shocking tech dept, over 6 days and no official resolution, plus despite feedback from their own customer support dept they refuse to put a notice on the tesco.ie website. I doubt they would be so flippant if it was the UK site that was down!

Going to give that a lash now Karlanne, thanks. Edit: nope, didn't work for me

Yep, Tesco obviously don't put a lot into their tech department, it's a shocking length of time for a problem like this. I'd imagine they're losing out on quite a bit of money over this.

flower tattoo · 01-10-2012 11:00pm

Still can't get it to work but I've just gone into amend address & it's brought up someone else's details.
That's worrying!

karlanne99 · 01-10-2012 11:20pm

That is scary! I would give customer care a call and get them to re-enter your address (put something on all the lines), that appears to be resolving it for some people.

ISfitz · 02-10-2012 10:49am

Thanks karlanne99 That worked for me. Next door neighour has a name on his house which appears on the Tesco DB. I used this as the extra line and on the address and directed them to go one house up!! Will call customer services now to add the extra line and have it correct for next week. After almost a week of grief my order has been processed! Well done and thanks for sharing with us. I had tried Customer services many times!

daenerysstormborn3 · 02-10-2012 10:56am

Tried a load of times again last night, tried calling customer services, e-mailed them on Sunday and got no response. Ordered from Superquinn last night, won't be using tesco.ie again.

codod · 02-10-2012 12:25pm

finally got it to work. Had to use the nextdoor address and it worked. Obviously stated in the directions for the driver to use my proper address. Cowboys ted...

maude6868 · 02-10-2012 3:33pm

So frustrating, I've been trying to place my order since Saturday. Rang and was told to keep trying. Rang my local store in Ennis today and they said there is no problem, nobody else complained and they had no statement from head office. First they heard of it, orders are getting in to them just fine. Seems to be only a few people affected. No Superquinn near me though. E-mailed too, no reply in over 5 days after numerous messages.

ISfitz · 02-10-2012 5:29pm

maude6868 wrote: »

So frustrating, I've been trying to place my order since Saturday. Rang and was told to keep trying. Rang my local store in Ennis today and they said there is no problem, nobody else complained and they had no statement from head office. First they heard of it, orders are getting in to them just fine. Seems to be only a few people affected. No Superquinn near me though. E-mailed too, no reply in over 5 days after numerous messages.

Get them to add another line to your address. Maybe repeat the first line. BTW: My issue was also with the Ennis store. Of course i did not report it to the store but i had called customer sevices and it amazes me that the did not pass this on locally.

flower tattoo · 02-10-2012 7:21pm

Finally order processed!

Tesco.ie

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