Get Your Act Together Tesco

brian24

From time to time (possibly to often!) we buy Tesco Wine by the case. We order this online and receive an email confirmation which shows the number of Clubcard points earned. When we received our quarterly Clubcard vouchers early this month there seemed to be less than expected. We therefore went online to check our points and spotted that they had failed to add the points for a wine delivery in October. As we were expecting a further delivery the following day we waited until that had been delivered and checked our points again. Those points were also missing.

We gave it a couple of days in case there was a processing delay and still neither lot of points had been credited to our account. We phoned Tesco Wine by the case who said that they were unable to access the Clubcard system but would check and ring us back the following day. They didn't and still haven't.

Next we tried phoning the Clubcard line. Yes, the points should have been creditied. They will check it out and ring back the next day. They didn't and still haven't.

One slip up I can understand, but two in a row makes me think there is something fundamentally wrong with Tesco's systems. I shall have to keep on ringing them until we get the points credited.

I suggest that anyone buying wine by the case from Tesco CHECKS THEIR POINTS STATEMENT.

Whilst I was typing the above my wife returned, very annoyed, from a visit to our local Tesco branch. She had bought some Biggies eggs as the shelf edge price was the same as large eggs. At the till she noticed that she had been charged a higher price and queried this. Yes, an error had been made and she was charged the lower price.

She also bought a Dine for £10 meal deal. Before leaving the store she checked her receipt and spotted that all four items had been individually priced - she had not got the deal. She went to the Customeer Service desk where the lady said that "..we have a lot of problems with these" and immediately refunded her over £8.

It all adds up. It pays to CHECK, CHECK, CHECK

no1catman

brian24:

Did Tesco Wine give you the complete Clubcard no? Or when you get a confirmation of the order/delivery it - does the four CC digits quoted agree with the card no you have?
Or indeed, does it say you could have so XX Clubcard points - can happen if 'Direct' only had an old Credit Card no.

Unlikely that Wine would have access to the CC system, but they should be able to tell you the CC no your points had been allocated to. This, no. maybe be the CC you use in the store, or more likely it is one that is linked to your e-mail address when you do the order. Another way to check that is via the Tesco website see Groceries 'my account' - you should be able to see the card there.

Armed with that information, especially if via Direct, talk to CC who can check the 'other CC no - e.g. it might be at an old address, and update details/vouchers/merge with main card.

HTH

brian24

Many thanks for your reply. Initially I thought you had the answer to our problem. The wine receipt does show the last four digits of the CC number and the number of points due (the CC number has only appeared on recent orders). The number shown did not agree with either of our CC cards! I therefore went online and viewed "My Cards" in our account and discovered that we each have two cards, one of which was shown on the wine order.

I rang Tesco CC who confirmed that we both have two cards registered to the account, the most recent being issued back in 2005. They also confirmed that anything purchased using any of the four numbers would be creditied to our account. The wine orders should therefore have been credited to the account and they had no explanation why they hadn't. We shall check future orders carefully.

I am pleased to say that Tesco have now made a manual adjustment to the account and credited the missing points.

no1catman

brian24:

Glad to here it - a result!

Though as CC said puzzle what's going on with 'Wine'!