Frequently asked questions
Q. In areas where restrictions are tighter – are your shops still open?
A. Yes, the guidance from Government is that food retail businesses can remain open in a COVID secure manner.
Q. Are there any limitations on how much I can buy in store?
A. We have good stock levels, and would encourage customers to shop as they normally would so that everyone is able to get what they need. We may apply buying limits to some essential products.
Q. Are there any limitations on what I can buy online?
A. To make sure more people have access to everyday essentials, we’ve introduced a limit of 95 items per online order.
We continue to encourage customers to buy only what they need, to help make sure there’s enough for everyone.
Q. Do you have enough stock?
A. We have good stock levels, and would encourage customers to shop as they normally would so that everyone is able to get what they need.
Q. Have your store opening hours changed?
A. We have changed store opening hours to ensure we can serve customers better at this time. You'll find the opening hours for your local store on our website
Q. What are you doing to ensure your stores are clean?
A. We are doing everything possible to reduce the risk of infection, for our customers and colleagues. Some measures you will see in store include:
· Strict hygiene routines in stores, with regular and thorough cleans every day.
· Hand sanitisers placed around our stores for customers and colleagues to use, as well as extra cleaning products to wipe down your trolley or basket.
· Floor markings in stores to help customers follow the latest safety advice on social distancing.
· Protective screens at the checkouts
Q. Are you selling face coverings?
A. Yes, we are selling disposable face coverings. To protect our customers and colleagues, we won’t let anyone into our stores who is not wearing a face covering, unless they are exempt in line with Government guidance. If you forget to bring one, packs will be available to buy at the front of our stores, which you can open immediately and pay for with your shopping later.
Q. What are you doing to support more vulnerable customers?
A. We’ve supported more than 670,000 vulnerable customers with priority access to online shopping.
To help free up more grocery home shopping delivery slots for these customers, we’re encouraging those who usually shop online to prioritise shopping in-store, where possible.
We ask that customers buy only what you need, so that more people have access to essential groceries.
Q. Should I do anything differently to support more vulnerable customers?
A. Thank you for asking. We would really appreciate it if you could help by doing the following:
· Buy only what you need, so that more people have access to essential groceries.
· If it’s possible for you to shop in store, rather than online, please do so. This helps to free up online slots for more vulnerable customers.
Q. What about online deliveries?
A. There is a high demand for online deliveries, as you’d expect
· We have more than doubled the number online slots available each week.
· To help free up more grocery home shopping delivery slots for these customers, we’re encouraging those who usually shop online to choose Click+Collect or to prioritise shopping in-store, where possible.
Q. What should someone do if they are an existing customer, can’t go to the shops, but not on the Government’s list?
A. Customers can call our Customer Engagement Centre on 0800 917 7359. While we can’t guarantee a slot, we will do our best to prioritise these vulnerable customers.
We continue to encourage those who are able to safely come to stores to do so, to free up online delivery slots for those who are self-isolating or most in need.
Q. How long will these changes remain in place?
A. There is no set timeframe. We are monitoring the situation closely and doing whatever we can to make things easier for our customers. We will continue to update our FAQs to give all our customers the latest information.
Q. What are you doing to support your colleagues?
A. Our colleagues are working extremely hard in a challenging environment and we are doing everything we can to support them and to thank them for all that they are doing, some of the actions we are taking can be seen below. If you do go into a store and want to say thank you, then they would very much appreciate it.
· Colleagues who become ill with COVID-19 or need to self-isolate are paid from the first day of absence.
· We always encourage any colleague who needs help to ask for it. Our line managers are receiving regular updates to ensure they have all the latest information and resources available.
Q. What are you doing to protect colleagues from abuse?
A. Our colleagues are doing a fantastic job and working hard to help customers and keep our stores stocked during an extremely busy time. Tesco store colleagues can't work from home and many of them will need to respond to personal or family challenges connected with dealing with COVID-19. So we would please ask that you understand the challenging environment in which we are all working.
Our customers have been appreciative and understanding of the great work our colleagues are doing. Sadly, there has been a small number of incidents where colleagues have been subject to abuse whilst doing their jobs and this is unacceptable. We ask that everyone is respectful to our colleagues. We do not tolerate any kind of abusive behaviour and will take action if anyone is found acting in this way.