Stressful nightmare with Tesco Clubcard Vouchers

Tradescant

As Christmas approaches our thoughts, that is my wife and me, have been turning to how we can best spend our Tesco Clubcard vouchers. We usually fritter them away on groceries through the year, so this year we resolved to get something to show for it, as it were. Last Sunday, Nov 3rd, I went on to Tesco Direct and attempted to purchase an iPad. The item was shown in stock but I got an error message with regards to using my vouchers towards the purchase, the gist of which was ' we are unable to process Clubcard at this time, please try later'. I made a number of attempts throughout the day until eventually the item was shown as out of stock, either way the transaction did not complete. Despite this, my clubcard account was debited with the £130 worth of Clubcard vouchers I had tried to use. I telephoned the Clubcard 'helpline' on Monday and was told that my vouchers were in a 'reserved' state and would need to be 'unreserved'. I was told this would be done 'within a couple of hours'.....yeah right. I have telephoned every day since then and I am being shunted from pillar to post and getting nowhere, I have even been given the 'wait 48 hours spiel'. The gist of it is that Tesco have an IT issue, whereby we are fully in agreement as to the correct value of my vouchers, but I cannot access them. This is clearly a known issue which Tesco refuse to take ownership of. I have, in effect, been robbed of £130. The latest suggestion was that they would send me out some sort of Gift card to compensate me for the vouchers that are lost in Cyberspace. Needless to say, this will take 48 hours. Clearly the 48 hour gambit is a tried & tested stunt to get rid of you. Has anyone else had a similar issue? I intend making a formal complaint, but I am unsure as to where the complaint should be addressed.

Tigsteroonie

No similar experience but I would reject their offer of £130 on a Gift Card - you won't be able to double-up the value of a giftcard (I think they now call it 'Boost') in the same way that you can the vouchers in certain departments.

libra10

Not sure whether you have a Facebook account, but posting about the complaint on their Timeline, or sending them a message, would definitely make them sit up and take notice.

https://www.facebook.com/tesco?fref=ts

Good luck

Tradescant

I have had a number of exchanges via Facebook, the last one claiming to have resolved the issue, which is patently untrue. They also deleted the last posting I had made on their Facebook wall.

Threebabes

I have more joy with Tesco going through their facebook, send the a pm and past on their page. Good luck.

no1catman

Tradescant:

If you look on MCA it will show your vouchers are in 'processing' not used, it's just a question of getting them reactivated, so that you can use them. Now it may be it's been done once, you've tried to use them - but you've had the same problem again!
Are you trying to use vouchers from different accounts?

No, a moneycard doesn't take 48 hrs - more like 7 - 10 days (maybe less but I'd rather tell you long and it comes early rather than the other way around)!

Please, don't panic, call them again to check the status - they may now be 'active'. If not, ask them once again to unreserved them - the person you speak to can't do - he/she has to pass it on - so 2 hrs is usually a decent time to allow. However, it's 'unusual' times so it can be longer - 24 hrs i.e. overnight should be ok., 48 there just being cautious.
Rather, than keep trying on-line, you could phone the order through 0800 3234050 or go to the Direct Desk at the store.