A Word of Caution - Tesco Phoneshop & Clubcard Points Offer

sueh6

Hi All

Over the past week I've been dealing with Tesco regarding missing clubcard points from a promotional offer on a new phone contract (10 000) through Tesco Phoneshop.

Long story short - they are refusing to accept any responsibility for missing points to the extent that they have even advised me that I shouldn't have even planned how to spend my points in what should have been my May statement. As the phone was ordered well over 4 months ago the points should easily have been added to the statement which was being prepared in May and they weren't.

They have offered a £15 giftcard as a gesture of goodwill for my disappointment (once again - no responsibility - no mention of an error on their part). Having read through other posts on this subject it seems to be a common theme with Phoneshop in so much as they offer the points but fail to deliver. They have now said the points will be added for my August statement, they cannot be used now, but this remains to be seen.

As a word of caution - if the primary reason you are entering in to a contract through Tesco simply because of the clubcard points offered then please don't as you probably won't receive them and they do not accept that they have breached their part of the contract.

BJV

Not the type of service you would expect from Tesco's esp when "every little helps" evidently not when it comes to handing out the club card points which can make a big difference.

Techhead_2

Surely they are giving them in August because that is the first statement date after the minimum time you needed to keep the contract in order to receive the points?

sueh6

Techhead wrote: »

Surely they are giving them in August because that is the first statement date after the minimum time you needed to keep the contract in order to receive the points?

No, the May statement would have been the minimum time needed i.e. 3 payments. Their T&Cs state the points will be awarded within 4 months - they weren't.

robbies_gal

i was going to say usually dont they wait a certain amouichnt of time before adding on points which you only get every three months anyway

sueh6

gabbyevs wrote: »

i was going to say usually dont they wait a certain amouichnt of time before adding on points which you only get every three months anyway

As above - they need 3 payments before adding points - they had that and more.

Pemberton01

Both my wife and myself bought Tesco contract phones last Augst and had the same problem. For months, clubacrd points weren't added from our purchase or our monthly payments. Dealing with Tesco mobile got us nowhere, they just fob you ff, say they'll sort it and don't. I wish I had kept the details of the person I contacted , I think I got a number for someone attached to the Tesco executive office who not only sent a gift card, he also sorted out the points issue and it's fine now. He was great. Apparently Tesco mobile have been aware of a problem linking phones to clubcard points for many months now. Don't rely on Tesco Mobile sorting it out by the time of your next Clubcard statement as in my experience they might still not have it sorted.

Bellinigirl

We have almost identical situation with 2 x 5000 points missing from Clubcard statement. Phoned Clubcard 10 days ago, told they would sort it and email back. Hadnt heard anything so a couple of days later rang again, and told to ring Tesco Phone Shop. They agreed the mistake, and said the points would be 'escalated', and referred back to Clubcard.
Spoke to a lady there who as gesture of goodwill, added 200 points to my account which was best she could offer. Suggested I emailed if not satisfied.
I emailed a week ago and heard nothing since.
Have missed out on using £100 worth of vouchers in double-up promotion currently on...and points still not on account.

sueh6

Bellinigirl wrote: »

We have almost identical situation with 2 x 5000 points missing from Clubcard statement. Phoned Clubcard 10 days ago, told they would sort it and email back. Hadnt heard anything so a couple of days later rang again, and told to ring Tesco Phone Shop. They agreed the mistake, and said the points would be 'escalated', and referred back to Clubcard.
Spoke to a lady there who as gesture of goodwill, added 200 points to my account which was best she could offer. Suggested I emailed if not satisfied.
I emailed a week ago and heard nothing since.
Have missed out on using £100 worth of vouchers in double-up promotion currently on...and points still not on account.

As I said it seems to be a common theme for Phoneshop. Not a great advert for Tesco and one you would think they would try to address.

jenniewb

I didn't get this far, I kind of feel lucky! I had an online chat with someone on the Tesco phone shop, one of the 'virtual chats'. I was given a link to the Clubcard offers page and found an offer I wanted. I took pictures of it as I was in an internet cafe and didn't want to risk anything going wrong and intended on going home to take up the offer.

I went online the next day...gone. Tesco had pulled it and doubled the cost so I called them, I was told by a customer service assistant that she would look into it and get back to me, she asked me to send her the pictures I took which I did....Still waiting over a week later.

It would have been better for them to have called me even if it was to decline the offer, the fact they couldn't just shows me they couldn't be bothered and if thats what their sales team is like I shudder to think what the complaints department is like. I think I'll stick to looking for an O2 of GiffGaff deal!

gjchester

jenniewb wrote: »

I went online the next day...gone. Tesco had pulled it and doubled the cost so I called them, I was told by a customer service assistant that she would look into it and get back to me, she asked me to send her the pictures I took which I did....Still waiting over a week later.

To be fair you missed the offer for whatever reason, offers expire and this one had so that was it.

Doesn't excuse bad customer service but once the offers gone that it.


Back on topic my points didn't get added when I started my Tesco contract a few months ago,but one call and they sorted it out there and then. No hassle and pretty easily done