MSE News: Deadline looming for Tesco Clubcard exchange

ChrisDWilliams

I had the same trouble all yesterday.

I got a £10 e-coupon confirmed but not delivered to my inbox yet

But I lost £30 worth of vouchers as the confirmation process hit an error. I tried to use the vouchers again but surprise surprise it thinks I've already used them.

I've kept my vouchers all year for Christmas. I feel sorry for the people who have been relying on this.

I doesn't matter who does the website etc. Tesco are at fault. Blaming website failure on snow!?! really they should be ashamed of themselves

And is it just me or has their Big Exchange Facebook page disappeared this morning? There were quite a few complaints last night.

Edit: ah no I've found it now look for ClubcardBigExchange

RubyF

:mad: I tried to exchange my Clubcard vouchers yesterday and kept getting a server error message. I tried all afternoon and into the evening right up to 11.30pm and still had the same problem. I rang Tesco customer services today and they just said sorry but the deadline has passed and there is nothing they can do! They said that the website struggled to cope with the high level of demand. Does anyone have any advice on whether I have any comeback, its not my fault their server had problems and I have now lost my chance to double up my points. Many thanks

on-the-count-of-three

I don't think you have any comeback. It's not as if you only had yesterday to exchange, you've had weeks, sorry.

mattbabs

My partner rang today about vouchers 'lost' in the system yesterday. She was told we shouldn't have left it so late to exchange them! If that's the case why did they have big links on the website counting down how long you had left - surely that was just enocuraging more people to do it. We've been told that the vouchers are in a 'reserved' state but nobody seems to know if they will be exchanged or not.

tsmiller62

Theres already a thread for this try:

https://forums.moneysavingexpert.com/discussion/comment/39118824#Comment_39118824

ChrisDWilliams

sparky1664 wrote: »

I don't think you have any comeback. It's not as if you only had yesterday to exchange, you've had weeks, sorry.

That's completely irrelevant! The offer ran up to midnight last night and should have been servicing efficently till then. That's the point of a closing date!

Madz

sparky1664 wrote: »

I don't think you have any comeback. It's not as if you only had yesterday to exchange, you've had weeks, sorry.

A deadline is a deadline. If they say you can exchange vouchers until midnight last night then that should be possible. The reason I left it so long is my husband is seriously ill in intensive care so my mind has been elsewhere. I was attempting to book a week in the south of france for us in June as it's going to take 6 months for him to be well enough to go. Now I don't have enough clubcard vouchers to be able to afford it. Go Tesco, well done.

barmonkey

my ex has tryed to redeem £200 into goldsmiths vouchers, but they got lost in the system.
"these vouchers have already been redeemed" keeps popping up.

RubyF

This is a reply I received from tesco's today after my email complaint

Sorry for the delay in replying to your email

Over the weekend we experienced a huge last minute rush for The Big Exchange and our 4x Rewards scheme. This meant that some customers were not able to exchange their vouchers or had problems with the process, and missed the deadline of 5th December. For this we would like to apologise and thank you for your understanding.

To minimise the delay in responding to your query, here are the most popular questions that our customers are asking.

Problems placing a rewards booking before the 5th December deadline?

Due to the high level of demand over the weekend, some customers experienced difficulty in placing their orders. Any customers who missed the deadline can download a postal application form directly from the Clubcard rewards website and we will honour any orders received this week at the old rate (up to 4x). Please include a cover letter and state clearly what date you tried to make the booking.
Please attach your Clubcard vouchers to your completed order form and send them, remembering to affix a stamp to your envelope before posting, to:
Tesco Freetime Limited, PO Box 654, Crawley, RH10 1RG We will only accept vouchers that were issued up to and including your November statement. Any vouchers issues in your December statement will not be accepted. Any December vouchers received will be added back on to your next statement in February.

Clubcard rewards

I haven't received my reward tokens?

Due to a high volume of orders being placed at the moment, please allow up to 2 weeks delivery for orders made in November and December. We cannot investigate issues of non delivery until 21 days from dispatch.

For any further queries please contact rewards directly by emailing

The Big Clubcard Voucher Exchange

The date to exchange your Clubcard vouchers for an online code/instore token has now passed, we are sorry if you have missed out on this promotion, however we are looking to run The Big Clubcard Voucher Exchange again next year.

We also understand that some customers have had problems receiving their codes by email, therefore we have extended the date that you can redeem these online until Wednesday 8th December.

December Statement

If you are wondering why your online points balance has reduced, this is because we are sending out another December Clubcard statement. This will begin to arrive next week with customers who have earned 150 points or more between 24th October and 27th November.

Changes to your Clubcard account?

Did you know?

If you have any Clubcard account queries - Great news! To help you make the most of your Clubcard, you can now manage your account online with My Clubcard Account and click on My Clubcard Account)

With My Clubcard Account, it's easy to keep tabs on your Clubcard points and vouchers.

If you've lost any vouchers, you can see which are outstanding and their codes on the screen. You can even order a new card if you have lost yours or want more key fobs for your household. And, you can make sure all your details are correct, so we can send you coupons and offers specially tailored to you.
Having problems logging into your account?

You will need to setup a Tesco.com account before you can access My Clubcard Account. You can do this by visiting and clicking on the 'Not Yet Registered' link. Please enter your details exactly as they appear on your recent Clubcard statement.

If you are having problems verifying your details and you have entered your details exactly as they appear on your recent Clubcard statement, then you will need to give us a call on our freephone number 0800 591 688 and select option 4. Our staff are ready and waiting to help you get your account up and running.


If this email has not answered your query

If we have still not answered your query please call Clubcard on our Freephone number on 0800 591 688. We are open 9 – 8 Monday to Fri and Sat 9 – 6. Our staff are ready and waiting to help you.

When you call us, you will hear several options which are:
If you are calling about our Rewards scheme, select option 1.
If you are calling because you want to join the scheme or register a new card, select option 2.
If you are calling about using your vouchers online at Tesco.com, select option 3.
If your call is around our new online self service facility - My Clubcard Account, select option 4 And for all other calls, please select option 5.

Alternatively you can reply to this email by pressing the reply button in your browser.

Thank you so much for your patience at this really busy time we really do appreciate it!

Tesco Clubcard

samdw93

I work for tesco, and was one of the staff in my store to deal with the Clubcard Exchange in December.

Just a point for all of you that could not double up during the last day!
DO NOT LEAVE IT TIL THE LAST DAY!!!!!
We had so many customers on the last day ripping our ears off cos they were queuing for ages. It is not our fault we can only go as fast as the till will go.
And as for online, why wait til the last day to double them up, because if you did it at the beginning of the scheme you would have had till the end of the scheme, so i will repeat if it goes ahead later this year, DO IT AS SOON AS YOU CAN!