A warning on Tesco Clubcard points and vouchers - 'expired' vouchers policy change

MichaelJamesSwan

Hello All,

My first post, so figured i'd come in with a big bang.

Here is the email I just sent to Tesco.

To whom it may concern,

Concerning the Tesco Clubcard "634004 ************", I am writing to outline an official complaint regarding expired vouchers and the two year limit surrounding my clubcard points.

I have been saving a majority of my points for a couple of yearly passes to Merlin Attractions for myself and my partner.

However, it has come to light that I am missing an unfair amount of points which total up to a considerable amount which has caused me a grievous amount of stress.

Upon speaking with your customer services department via the telephone, I have been informed that those points have been removed from the system because it has past two years.

In the past, this would not have been an issue because the customer service team were able to see and add those points back onto the system, however despite Tesco's motto of "every little helps" I feel that the higher management are no longer living up to their motto.

As a loyal customer, I have spent many thousands of pounds with Tesco, and now This causes me great concern, as I feel that your "every little helps" is more for the higher management than to keep customers happy.

I am very disappointed with Tesco and have come to the point of losing faith towards your superstore.

Many friends say that I should shop at Aldi and Lidle, however it has been my clubcard points "as a loyalty bonus" that has kept me a Tesco customer, despite the aforementioned being cheaper.

I hope that we can come to a resolution regarding this matter that we are both happy with.

I look forward to your response,

Kind Regards,
Michael James Swan

Doc_N

MichaelJamesSwan wrote: »

Hello All,

My first post, so figured i'd come in with a big bang.

Here is the email I just sent to Tesco.

Your points are well made, and I'd be interested to see their reaction - though I suspect you might have to aim it quite high up the chain to get the response you're looking for. Maybe the CEO, Philip Clarke? (philip.clarke@uk.tesco.com)

When I started this thread last September it surprised me that there were people actually defending Tesco's policy of taking back (by stealth) these hard-earned points. Since then, Tesco have continued to lose more and more trade to Aldi/Lidl as more and more people have discovered that a 1% Clubcard saving is laughable when Tesco are charging around 30% more for the things they sell.

Maybe they can be persuaded to change the policy now - they're desperate to stop their customers from defecting to Aldi/Lidl and the present policy is an excellent way of losing even more!

MichaelJamesSwan

Doc_N wrote: »

Your points are well made, and I'd be interested to see their reaction - though I suspect you might have to aim it quite high up the chain to get the response you're looking for. Maybe the CEO, Philip Clarke? (philip.clarke@uk.tesco.com)

When I started this thread last September it surprised me that there were people actually defending Tesco's policy of taking back (by stealth) these hard-earned points. Since then, Tesco have continued to lose more and more trade to Aldi/Lidl as more and more people have discovered that a 1% Clubcard saving is laughable when Tesco are charging around 30% more for the things they sell.

Maybe they can be persuaded to change the policy now - they're desperate to stop their customers from defecting to Aldi/Lidl and the present policy is an excellent way of losing even more!

Thank you very much for Mr Clarke's email.

I have now forwarded him a copy with a personalised header.

I shall keep you updated.

Regards,
Michael

stevemLS

"However, it has come to light that I am missing an unfair amount of points which total up to a considerable amount which has caused me a grievous amount of stress."

You must lead an extraordinary serene life if such trivia causes "grievous stress"

ShirleyCarter999

I've just lost £54.50 of vouchers that needed to be redeemed yesterday (31st May) I didn't manage to redeem them because I couldn't get onto the website, I have problems every month getting onto Tesco banking as it just doesn't seem to keep my password and they tell me I must forget it! I can't ring the help line as they finish at 6pm on a saturday and they're not open today (and no I don't expect them to be open 24/7) so where does that leave me? I think I know the answer and will decide whether I want to continue with Tesco banking and shopping once I've received a reply, luckily for me there is Aldi, Lidl, Sainburys, Asda & Morrisons all close by so no hardship if I start shopping with them.

Doc_N

ShirleyCarter999 wrote: »

I've just lost £54.50 of vouchers that needed to be redeemed yesterday (31st May) I didn't manage to redeem them because I couldn't get onto the website, I have problems every month getting onto Tesco banking as it just doesn't seem to keep my password and they tell me I must forget it! I can't ring the help line as they finish at 6pm on a saturday and they're not open today (and no I don't expect them to be open 24/7) so where does that leave me? I think I know the answer and will decide whether I want to continue with Tesco banking and shopping once I've received a reply, luckily for me there is Aldi, Lidl, Sainburys, Asda & Morrisons all close by so no hardship if I start shopping with them.

You may be OK still. Phone the Clubcard people tomorrow and ask them to revalidate them - there's still, I believe, a period of around 30 days after the expiry date in which you can do that.

After that time, they're lost altogether. Every little hurts.

Bella73

Doc_N wrote: »

Too right. Down and down. Appalling recent set of results, Aldi/Lidl taking large bites out of their overpriced underquality trade, and Waitrose taking chunks out of their once profitable top-end.

Hard to see any real point to Tesco these days. Except perhaps to use the toilets.

Are you sure you don't work for aldi?? Just asking as you appear to promote them forcefully whilst slamming Tesco equally forcefully.

I personally think it depends where you are in the Country. Where you are it would appear that Aldi and Lidl are fantastic and Tesco rubbish.

However, I can only speak for where I live and the nearest Aldi is 15 miles away so never go there, Lidl you have to find a pound for your trolley, the store is ancient, you get your shopping chucked at you at a rate worthy of formula one, but our Tesco store delivers to my door for much less than it would cost me in petrol, delivery staff are lovely and only had to phone customer services a couple of times and they have been very helpful, but have always been polite to them so they responded likewise.

As for the club card points we use them at Christmas to buy the extras and things so never had the worry of them expiring, never used them towards a holiday or anything so cannot comment on that, so for us two years has always been fine.

It is the customers choice if they do not bother to use them, and yes I guess that means Tesco gets more profit, but correct me if I am wrong but I thought they were a business and trying to make profit?? You are happy for them to go under....what about all the people who work for them are you happy for all of them to be out if work, they employ an awful lot of people, and no I don't and never have worked for Tesco.

Those if you who love Waitross, we don't have one if those here either:rotfl:

robatwork

Bella73 wrote: »

Lidl you have to find a pound for your trolley, the store is ancient, you get your shopping chucked at you at a rate worthy of formula one

This rang a bell.
I think the Lidl staff are trained by making them emulate one of these:

Doc_N

Bella73 wrote: »

Are you sure you don't work for aldi?? Just asking as you appear to promote them forcefully whilst slamming Tesco equally forcefully.

I personally think it depends where you are in the Country. Where you are it would appear that Aldi and Lidl are fantastic and Tesco rubbish.

However, I can only speak for where I live and the nearest Aldi is 15 miles away so never go there, Lidl you have to find a pound for your trolley, the store is ancient, you get your shopping chucked at you at a rate worthy of formula one, but our Tesco store delivers to my door for much less than it would cost me in petrol, delivery staff are lovely and only had to phone customer services a couple of times and they have been very helpful, but have always been polite to them so they responded likewise.

As for the club card points we use them at Christmas to buy the extras and things so never had the worry of them expiring, never used them towards a holiday or anything so cannot comment on that, so for us two years has always been fine.

It is the customers choice if they do not bother to use them, and yes I guess that means Tesco gets more profit, but correct me if I am wrong but I thought they were a business and trying to make profit?? You are happy for them to go under....what about all the people who work for them are you happy for all of them to be out if work, they employ an awful lot of people, and no I don't and never have worked for Tesco.

Those if you who love Waitross, we don't have one if those here either:rotfl:

No, I don't work for Aldi, though I am very much a 'fan' of theirs because their prices (and Lidl's, to be fair) are consistently at least 30% on average lower than Tesco's. Too many people have discovered that for Tesco's liking so they've had to drop some of their prices (butter, milk, eggs, for example) to match - which does make you realise how much excess profit they were making before on those items!

The very small discount that Clubcard gives doesn't begin to match the much higher prices, though I'm with you entirely on the internet shopping point. Aldi/Lidl can't match that, and probably never will.

Tesco do employ a lot of people - but if Aldi and Lidl continue to grow so will they. And they pay very well, too - though they do expect a lot in return, and that's why the checkout speed is so fast. The staff are targeted on it. I think it's counterproductive, given the number of complaints, but it's something you adjust to as a customer. That's what the packing areas are for.

Each to his own, but for me a combination of Aldi and Waitrose is pretty much perfect. Aldi for the bulk items, every week, with occasional trips to Waitrose for the things they do best. Pretty much everything used to come from Tesco, accumulating large numbers of Clubcard points, but I now view everything in there as overpriced - and in the other major supermarkets to be fair.

Waitrose is the gold standard, but our combination of Waitrose and Aldi works well for us and saves a small fortune. And the Aldi quality is usually better than Tesco's - the meat in particular is far better.

SimonSays

Doc_N wrote: »

Not sure I can see why it was 'generous' of Tesco under the old policy to let me keep my own money.

Not really YOUR money is it? It was a credit note they gave to say thanks for shopping there.