Tesco Clubcard error angers shoppers as they miss out on lower prices
TESCO shoppers have been left fuming after discovering they’ve missed out on its new lower prices for Clubcard users. They’ve complained that when online orders have been delivered or picked up from click and collect points in store Clubcard discounts haven’t been added. The supermarket has admitted the problem, which was first spotted by Love […]
TESCO shoppers have been left fuming after discovering they’ve missed out on its new lower prices for Clubcard users.
They’ve complained that when online orders have been delivered or picked up from click and collect points in store Clubcard discounts haven’t been added.
The supermarket has admitted the problem, which was first spotted by Love Money, saying it only affects a “small number” of users.
But Tesco has more than 19million UK Clubcard users so even if only 1% were impacted that would be 190,000 people.
One shopper tweeted: “Hi @Tesco I’ve just had my shop delivered but I’m trying to work out how to get the Clubcard prices? These haven’t been knocked off my bill and my Clubcard is registered with it. Can you help?”
Another said: “I didn’t get Clubcard prices on my online shop I collected today… charged full price!”
Someone else added: “None of the Clubcard prices are being taken off my online shopping is there a reason for this? The discount hasn’t come off my receipt at delivery either.”
Another commented: “@Tesco hey! Hope you can help – I’ve collected my order this evening and non of the items with Clubcard prices have been reduced.
“It states that I won’t see it on the online order but I would see it on the receipt which I cannot. Can you help?”
Tesco says all affected customers have been emailed and provided with a £10 off e-voucher.
It adds that the issue only affected online purchases was fixed a few days ago.
What is Tesco’s new lower prices scheme?
The supermarket launched its Clubcard shake-up in September, which sees it slash the prices of hundreds of items by up to half price both in store and online – but only for Clubcard users.
It follows a successful trial at 20 stores last year.
But the move has been plagued by problems not just confined to the technical error detailed above.
How to cut the cost of your grocery shop
MONEY.CO.UK has shared some top tips with us to help you keep your supermarket spend down to a minimum.
- Write yourself a list – Only buy items that you need. If it isn’t on your list, don’t put it in the trolley
- Create a budget – Work out a weekly budget for your food shopping
- Never shop hungry – You are far more likely to buy more food if your tummy is rumbling
- Don’t buy pre-chopped veggies or fruit – The extra they’ll charge for chopping can be eye watering
- Use social media – Follow your favourite retailers to find out about the latest deals
- Be disloyal – You may want to go to different stores to find the best bargains
- Check the small print – It’s always worth checking the price per kg/lb/litre when comparing offers so you’re making a like for like decision as a bigger box won’t necessarily mean you get more
- Use your loyalty cards – Don’t be afraid to sign up to them all. They all work slightly differently – work out what bonus suits you better and remember to trade in your points for additional rewards
One issue, which Tesco has confirmed, is that if you shop online you won’t see the discounts until your items have been delivered.
This has led to shoppers cancelling orders or struggling to budget as they’re unsure what their total bill will be.
Others have complained that items discounted items unavailable for online orders have been replaced with alternatives at full price.
One shopper tweeted: “@Tesco are you aware that you are charging home delivery customers full price instead of Clubcard prices when you substitute an item?
“It’s painful currently trying to explain this via email to your Customer Engagement Centre. Very misleading of you!”
In store, shoppers have raised frustrations about discounts not showing up when they use scanners to process their shop.
This is despite having to enter your Clubcard details to use the scanners in the first instance. Tesco says you have to scan your Clubcard again at the till for the discounts to go through.
One shopper wrote: “Is this meant to work for Scan As You Shop? Because I always use that system, which requires using your Clubcard to even activate, but I found that it didn’t provide any of the discounts at all. Pretty big failing if you ask me.”
Someone else added: “Hi @Tesco, why for the second week running, are your Clubcard prices not coming up on your Scan and Shop?
“Two of the offers (apples and sausages) had to be manually overridden by staff to give me the advertised offer. Are other customers around UK being ripped off in the same way?”
Supermarket loyalty schemes - which has one?
MOST UK supermarkets have loyalty schemes so customers can build up points and save money while they shop.
Here we round up what saving programmes you’ll find at the big brands.
- Iceland: Unlike other stores, you don’t collect points with the Iceland Bonus Card. Instead, you load it up with money and Iceland will give you £1 for every £20 you save.
- Morrisons: Morrisons’ More gives customers five points per £1 spent in store. When customers earn 5,000 points they receive a £5 voucher.
- Sainsbury’s: While Sainsbury’s doesn’t have a personal scheme, it does own the Nectar card which can also be used in Argos, eBay and other shops. You need 200 Nectar points to save up £1 to spend on your card. You need to spend at least £1 to get one Nectar point.
- Tesco: Tesco Clubcard has over 17million members in the UK alone. You use it each time you shop and build up points that can be turned into vouchers – 150 points gets you a £1.50 voucher. Here you need to spend £1 in Tesco to get one point.
- Waitrose: myWaitrose also doesn’t allow you to collect points but instead you’ll get access to free hot drinks, and discounts off certain brands in store.
One person says Tesco’s app also doesn’t register the discounts leaving them having to calculate savings manually.
They wrote: “@Tesco Am finding your new Clubcard prices are great but not coming off the guide price on the app so I’m having to work out manually what the actual final cost of my shop will be.”
Another complaint is that those paying with a Tesco credit card have to tap their card on the contactless reader twice to ensure both Clubcard points and lower prices are applied.
One person tweeted: “@Tesco I’m not getting the Clubcard prices when using my Tesco credit card with linked Clubcard at self checkouts.
“I don’t want to queue at normal checkouts, must have been overcharged ££ this week by self-checking out.”
Tesco says the first tap activates the Clubcard and the second activates payment.
more on tesco
A Tesco spokesperson said: “Over the past two weeks millions of customers have benefitted from Clubcard Prices but unfortunately due to a technical error a very small proportion of people didn’t have their discount applied.
“We’re really sorry this happened and we have contacted those affected and issued them with an e-coupon to cover this.”
Tesco also launched a Clubcard+ scheme offering even bigger discounts but it does cost £7.99 a month, while the regular Clubcard scheme is free.