Priority slots for vulnerable customers FAQs
During this incredibly challenging time, we know it’s been hard to find home delivery and Click+Collect slots. We understand how frustrating this is; it’s simply down to a huge increase in demand for online deliveries across the whole country.
Therefore, we’re working with the Government and joining the industry-wide effort to prioritise home delivery slots for vulnerable customers.
- What are you doing to help vulnerable customers get online delivery slots?
We’re reserving hundreds of thousands of home delivery slots a week for our most vulnerable customers, who the Government have identified as needing extra help. We’ve already started contacting these customers to let them know we're prioritising home delivery slots for them. As the Government gives us further lists, we will continue to contact these customers.
On top of this, we’re expanding our home delivery and Click+Collect capacity as fast as we can. We’ve already added hundreds of thousands of new slots, and we’re recruiting thousands of new colleagues to pick your orders, plus thousands of new drivers to deliver them.
- I’m an existing Tesco online customer and I can’t safely shop in-store, how do I get access to priority slots?
Please call us on 0800 917 7359. We can’t guarantee a slot will be available, but we will do our best to prioritise you as we continue to expand our capacity.
If you can safely shop in-store, please think before you click, so we can help those that need it most.
- What priority slots will be available?
So that we can help as many customers as possible, our priority delivery slots will have an 8-hour delivery window – either from 10am-6pm or 2pm-10pm.
If you’re a vulnerable customer booking a priority slot, please make sure the mobile number in your account is correct. On the day of delivery, we’ll text you to let you know when your 1-hour slot is within your chosen window.
- Are priority slots available across the UK?
The UK Government has supplied us with a list of customers in England, Wales, Scotland and Northern Ireland who are the most vulnerable, and we’re opening up priority slots for these customers. We’ve emailed Tesco customers on this list to let them know that they have access to priority slots.
- Can I change or cancel my priority delivery slot?
Yes, as long as this is no later than 11.45pm on the night before your delivery. Demand for our online home delivery slots is still extremely high, so we can’t guarantee that you’ll be able to get another slot in the coming days.
- What are you doing to help care homes?
Many of our customers are care, nursing, and residential homes, who've been finding it more difficult to place orders of the size and quantity they usually would. To help them get the essentials they need, we've partnered with our sister company Booker Wholesale.
If you are shopping for a care, nursing or residential home, please register in person at your local branch as new registrations are closed online. Find your nearest branch on the Booker website. When you visit, bring 2 forms of identification, such as a bank statement, utility bill, insurance or any other business document.
- Is there a limit on the number of delivery and Click+Collect slots I can book each week?
Yes, we've introduced a limit of one order a week, which means you may be unable to see future delivery slots if you've recently made an order. This limit has enabled us to help thousands more customers secure a delivery slot and applies to all our customers, not just those with a Delivery Saver plan. Please be assured that we are not releasing slots to new customers over existing ones.
- I don’t want access to priority slots and don’t want to be identified as a vulnerable customer – how can I remove myself from this group?
Please call us on 0800 917 7359 and our team will sort this out for you.