Tesco Clubcard Voucher Exchange (Double Up)

jonnno

Hi all
I wanted to exchange my vouchers on a camera online but it was out of stock. I requested an email be sent when it came in stock but at 10pm on the last day of the double up scheme I still hadn't received the email.

So I decided to forget the original camera and selected an alternative. I then tried to double up my vouchers online but the website crashed. I tried 4 times and each time the website went down.

A message kept appearing saying "2 hours until the deal closed" but I couldn't double my vouchers. So I emailed Tesco and told them this.

I got the standard email that said it would be dealt with in 3 days. After 2 days they responded saying there was nothing they could do as the deal was over. I have since rung them and emailed them twice more and they are adamant that there is nothing they can do.

I don't feel like this is fair as I was within the timescale and their website crashed. I left it until late as I was waiting for the camera to come in stock (which it did the following day!)

What can I do?

LuckyMucky

jonnno wrote: »

Hi all
I wanted to exchange my vouchers on a camera online but it was out of stock. I requested an email be sent when it came in stock but at 10pm on the last day of the double up scheme I still hadn't received the email.

So I decided to forget the original camera and selected an alternative. I then tried to double up my vouchers online but the website crashed. I tried 4 times and each time the website went down.

A message kept appearing saying "2 hours until the deal closed" but I couldn't double my vouchers. So I emailed Tesco and told them this.

I got the standard email that said it would be dealt with in 3 days. After 2 days they responded saying there was nothing they could do as the deal was over. I have since rung them and emailed them twice more and they are adamant that there is nothing they can do.

I don't feel like this is fair as I was within the timescale and their website crashed. I left it until late as I was waiting for the camera to come in stock (which it did the following day!)

What can I do?

Nothing.

They knew the website crashed and there was a small team dealing with doubling voucher value using moneycards you had until close of business on the 15th to do something about it.

POPPYOSCAR

jonnno wrote: »

Hi all
I wanted to exchange my vouchers on a camera online but it was out of stock. I requested an email be sent when it came in stock but at 10pm on the last day of the double up scheme I still hadn't received the email.

So I decided to forget the original camera and selected an alternative. I then tried to double up my vouchers online but the website crashed. I tried 4 times and each time the website went down.

A message kept appearing saying "2 hours until the deal closed" but I couldn't double my vouchers. So I emailed Tesco and told them this.

I got the standard email that said it would be dealt with in 3 days. After 2 days they responded saying there was nothing they could do as the deal was over. I have since rung them and emailed them twice more and they are adamant that there is nothing they can do.

I don't feel like this is fair as I was within the timescale and their website crashed. I left it until late as I was waiting for the camera to come in stock (which it did the following day!)

What can I do?

I think on something as important as this, and on a limited timescale, you should not rely on emailing.

I had a problem when it would not accept my double up voucher so I spoke to them on the phone and they sorted it out there and then.

jonnno

LuckyMucky wrote: »

Nothing.

They knew the website crashed and there was a small team dealing with doubling voucher value using moneycards you had until close of business on the 15th to do something about it.

Thanks but I reported it at 10pm on 13th.

I'm unaware of the website crashing for anyone else or them having a team dealing with it. How was I to know?

no1catman

jonnno wrote: »

Thanks but I reported it at 10pm on 13th.
I'm unaware of the website crashing for anyone else or them having a team dealing with it. How was I to know?

I appreciate at that time in the evening, you would not have been able to get hold of anyone to speak to, so an email may be opportune. But considering what was involved and how important it would have been to get an answer - I surprised you didn't follow it up with a 'phone call to Tesco Direct.
As it was the deadline for on-line exchange redemptions was extended a week i.e. from the 19th to the 26th.
But where people had problems converting to Voucher Exchanges before the end of the 13th - other arrangements were made for those who queried urgently it in person.
To send an email - says I'm interested in knowing the answer and getting it resolved, but it's not desparately urgent/important.

jonnno

I was unaware of the extension for redemptions and I disagree ... I sent the email to ensure I had confirmation in writing, timed and dated, that I had communicated with them. I followed up with a phone call later when I received my email response.
Poor service from Tesco I'm afraid for someone who has been an extremely loyal customer. Luckily for me Sainsburys has just opened nearby so my Nectar points will be booming!

babyboysmommy

Do they normally do this before Christmas on toys? Thanks.

kevandkeira

When asking for a toy to be price checked in tesco last saturday, the lady said if your planning on buying any toys hold off for a few weeks, as the double up promo was coming soon. :beer: