Waitrose customer complaints continue over ‘frustrating’ loyalty scheme

Waitrose shoppers have taken to social media to complain about the supermarket giant’s loyalty scheme, describing it as “very frustrating”.

Eight months after the scheme saw its revamp, MyWaitrose is still receiving negative feedback over users having to spend high amounts to qualify for the discounts offered within the vouchers.

In February, Waitrose looked to scrap its newspaper scheme and replace this by optimising customer experience through offering weekly, personalised rewards based on users shopping habits.

One week after the scheme launched, shoppers claimed that it was “confusing” and “discriminating” towards those without access to a smartphone.

As a result, in March Waitrose made a u-turn on its customer loyalty programme by reintroducing printed vouchers following “thousands” of complaints in just a matter of days.

However, the scheme is now seeing complaints over high spend amounts, quick expiration dates and non-personalised vouchers.

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Another Twitter user who claimed to be a “loyal customer” commented, “why on earth have you sent me vouchers spending £180 a week on food for £18 off. I know food has gone up but this is ridiculous,” adding that they were “very annoyed”.

Others have aimed their complaints at the products offered within their rewards, with some feeling these are not personalised and don’t align with their shopping patterns.

Waitrose customer director Martin George told The Grocer that the vouchers were “tailored” to each customer “based on their individual shopping habits.”

He added: “We know they’re a popular way of saving and we’re already seeing thousands of customers using them each week.

“We’re really sorry to hear that some customers feel they don’t hit the mark, though. We listen to all feedback and will be making sure these points are taken on board for the next batch.”



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