tesco clubcard voucher exchange

julie03

any one else had problems getting the vouchers doubled up this week.
went on friday and decided to see how much uniform i could get first before changing up my vouchers, spent ages getting all the clothes together , went to change my vouchers and the system was down nationally was a bit peeved cos of the time spent getting the clothes, couldnt be kept for me so went home
today i phone up its working so off i go again by the time i get to the store not working again
spoke to the manager and she said i could purchase all the clothes bring all the tags and packaging back and get a refund and rebuy and get my double up vouchers.

just hope they honor it. alot of driving back and forth to tesco

Money_saving_Martyn

Unless you only go to Tesco once per year, I wouldn't bother making a special trip back; it'll cost you more in fuel than you'll save by the end of it.

I used to work in a supermarket and it always confused me when customers demanded travelling expenses for bringing back a faulty (non-essential) product. Why make a special journey if you're worried about travelling costs? I'm not suggesting this is why you're venting - just saying!

Anyway, if you drop a message to Tesco customer services https://www.tescohelp.com/tesco/forms/cs_form.html they might send you an apology and extra point or a £5 giftcard or something.

julie03

its not really about the costs more the inconvenience, i dont drive so i have to wait for my hubbie to take me and we have to take the kids, its more just a vent, this system has been down 6 times in 1 week, this is what a member of staff told me.

they are a huge company, so after the first couple of times could have got someone in to sort the system out

GWaites

I have had a complete nightmare trying to exchange vouchers into clothing vouchers. First of all I get told my vouchers had already been used (they hadn't, i got that confirmed by the clubcard helpline). Tried to use some again, the system then suffers an error. This has now cancelled my vouchers. I rang the helpline again, where they tell me my vouchers have been cancelled and the only thing I can do is try and get the store to issue me a gift card, or roll them over to November's mailing. Both meaning I won't be able to get the clothing vouchers.

I had £10 spare clubcard vouchers that I was going to keep until Christmas, but thought I'd give them a go. Once again, failed, but they have been having technical difficulties today.

Overall I'm not at all pleased that I can't take part in this offer when it was not my fault, but Tesco's.

The_mangler

I had problems with clubcard vouchers - collected the school uniform that they had in stock and came to £19.50. I exchanged £10 worth of vouchers not thinking anything of it then was told they couldnt exchange the second lot because I hadnt spent enough. I asked them to keep the extra 50p I didnt need it but they refused. I had already queued to get the vouchers exchanged, then queued again to pay, now they were telling me to queue again at customer services to refund my extra £9.50 worth of clothing, buy something else then queue again to pay for it. I couldnt go back to the store to use the voucher on a different day because its 50 miles away from where I live so I asked for my clubcard points back which they refused to do. I emailed Customer services and got a phone call saying its in the T&Cs and nothing they could do, no voucher or act of goodwill, nothing.
Not impressed with Tesco right now.

nzmegs

I had the same problem. System was down (luckily i tried to exchange the vouchers before I shopped). They told me that their IT department had no idea when it would be fixed and they couldn't offer any alternative arrangements. I had two kids with me and had spent 20 mins on the bus to get there. Had to go home and try later in the week. the worst thing was how ill-informed the customer service staff were. they had no idea what to do.

no1catman

The_mangler wrote: »

I had problems with clubcard vouchers - collected the school uniform that they had in stock and came to £19.50. I exchanged £10 worth of vouchers not thinking anything of it then was told they couldnt exchange the second lot because I hadnt spent enough. I asked them to keep the extra 50p I didnt need it but they refused. I had already queued to get the vouchers exchanged, then queued again to pay, now they were telling me to queue again at customer services to refund my extra £9.50 worth of clothing, buy something else then queue again to pay for it. I couldnt go back to the store to use the voucher on a different day because its 50 miles away from where I live so I asked for my clubcard points back which they refused to do. I emailed Customer services and got a phone call saying its in the T&Cs and nothing they could do, no voucher or act of goodwill, nothing.
Not impressed with Tesco right now.

When you had the August vouchers - didn't you read the In-Store Voucher leaflet - to find what it's all about?
Better, you queued for convert the voucher, than do what some people did - expected the process to be via the till - with the extra hassle that theat entailed!
It's long established that you don't get change from CC vouchers, so no reason for the 'system' to be able to 'keep the change'. Moreover there have been comments on here about the need to top up the spend to just over the 'double-up' vouchers.
However, if you still have any In-Store Exchange vouchers left - you can send them to Clubcard head office in Dundee - with a note to convert them back to points (don't forget to quote your Clubcard no.).

skintmacflint

OH tried to redeem vouchers on Sun 5th Sept well within Tesco normal opening hours, but the system had went down nationwide.. After waiting about an hour OH had to leave without them, as sytem still down. Was told by staff this happened all the time. Even if he phoned before setting off on another round trip to the store they couldn't guarnatee the system wouldn't have crashed again by the time he arrived back!!!!!!!!!! We live rurally so it's a 35 mile return trip. Had intended changing about £75 worth into £150.

Emailed Tesco cust service on the Sunday about this. Cust Services phoned on the Mon to say sorry about our sytem being down resulting in you losing the chance of this offer and we're terribly sorry for your disappointment , but too bad the offer is now closed. However we'd like to offer you a £10 voucher in apology. Hardly covers the cost of the fuel cost for making the special trip to the store. Don't normally visit the store , use home delivery grocery service.

Complained and given a Case Reference by Consumer Direct who will pass to Trading Standards dependant on the written response I receive from Tesco. Will see what happens.