Tesco has stirred dissatisfaction among its customers by announcing the removal of the popular 'pay in-store' feature from its mobile app. Effective March 7, shoppers will no longer be able to seamlessly pay for their groceries and earn Clubcard points simultaneously using the app, which has been cited as a convenience for many.
The decision follows Tesco's internal review of payment options aimed at enhancing operational efficiency. An email sent to customers outlined the change, emphasizing the company's intention "to keep bringing out the best value and convenience." Previously, customers could access the app, select the 'Pay-In-Store' option, and complete their transaction within one step by scanning their unique code.
Now, customers will face additional steps at the checkout, as they'll need to scan their Clubcard first and then pay separately with either cash or card. "So next time you’re in-store, you’ll need to pay separately after scanning your Clubcard. You can still earn points and access Clubcard Prices by simply scanning your Clubcard or app at the till," the email read.
The change has caused significant frustration among shoppers, many of whom found the single-step process to be efficient and time-saving. One user vented on Reddit, saying, "So annoying. How is it more convenient to turn what was one step, to two? Can't see how it's going to help with value either." Another customer expressed similar sentiments: "I literally use this for every purchase, whyyyyyyyyy," highlighting the feature's daily utility.
Social media comments reflect the general discontent, with various users questioning the decision: "Understand you’re finishing your Tesco payment wallet on the App and Clubcard recording and payment will then have to be made separately. Any reason? Seems like a backward step." The general feeling is one of disappointment, as previously, many relied heavily on the feature, pointing to variable transaction times and the hassle of juggling physical payment cards.
On the other hand, Tesco has responded to the backlash, reiteratively stating through spokespersons, "We regularly review the payment options available to our customers. It’s still quick and easy to earn points on your shopping and fuel and enjoy Clubcard Prices offers by tapping your Clubcard in-store, scanning it via the Tesco App, or by adding it to your Apple or Google wallet." This response aims to soothe customer anxiety about the workflow change, but it has not fully quelled the storm of complaints.
Despite the removal of the app feature, Tesco shoppers are still afforded ways to accumulate Clubcard points, as they can use their physical card or the app to access promotions. Customers may also find it beneficial to add their Clubcard to digital wallets to streamline their processes at the checkout, especially those enemies of bulkiness such as physical wallets or bags.
The gradual discontinuation of kiosk-like payments within the app could be reflective of larger changes within retail industries, where combining digital wallets and traditional payment methods is becoming increasingly common. Still, it's undeniable many loyal customers feel disrespected by the abrupt changes.
Through comments and customer feedback collected, it remains clear: the decision to phase out the 'pay-in-store' feature hit hard for regular Tesco shoppers. Some customers have taken to platforms like Reddit, incensed by what they see as unnecessary inconveniences being placed on their shopping experience.
For many, this was not merely about convenience but reflected a broader shift toward more complicated, less customer-friendly shopping practices. If Tesco hopes to retain their customer base, focusing on customer satisfaction and improving the overall shopping experience should rank high on their to-do list moving forward, especially as they face stiff competition from rivals like Sainsbury's, Morrisons, and others.
It will be interesting to see how customer sentiment evolves as this change becomes effective, and whether Tesco will reconsider its decision or introduce alternative features to mitigate the backlash. A lot rides on how well customers adapt to these changes and what steps Tesco will take to manage their relationships with what is, after all, a loyal customer base.