Tesco Facebook promotion prompts thousands of complaints
Share
Tesco has received more than 1,000 complaints from customers about a Facebook voucher promotion that suffered technical problems because it was over-subscribed.
The promotion offered 5,000 printable vouchers for Tesco’s Facebook “fans” to redeem a free Galaxy More to Share chocolate bar.
Customers took to the official Tesco Facebook page’s wall to vent their frustration when the promotion appeared not to be working, with some people saying they could not find the link to download their vouchers and others saying they experienced error messages when they clicked through.
A Tesco spokesman says: “We were delighted by the popularity of this offer and are pleased to have been able to reward 5,000 customers on Friday [1 July]. We are very sorry that due to very high levels of interest some people experienced problems with the site.”
The coupon printing technology was provided by Couponstar, which launched its social media vouchers platform, “Social Bricks”, earlier this year.
Couponstar did not respond to requests for comment in time for publication.
Matt Butcher, director at risk management company PIMS-SCA, says: “I’m surprised they [Tesco and Couponstar] don’t appear to have stress tested their software to see how it would cope under a lot of pressure - which is what you’ll inevitably get if you have a limited print run coupon offer combined with a message telling people to come and print their coupon at a specific time.”
YouGov Insight:
Tesco
· While 45% of British adults attribute Tesco’s success to its cheap, varied food choices and ability to create jobs wherever it goes, 43% feel that it is ‘too powerful’.
· Despite the view held by many that Tesco is ‘unfair’ – by pricing smaller opposition out of the market – YouGov SixthSense research reveals that 60% of UK consumers still shop at local stores at least once a week.
· YouGov SixthSense records an equal appeal for Tesco among socio-demographic groups
· Usage penetration is strongest in the North (41%) and weakest in London (24%)
· Homebase trails with 21% of shoppers saying they have bought gardening equipment, plants or garden furniture there in the past 6 months.
Readers' comments (2)
Anonymous | Mon, 4 Jul 2011 4:36 pm
I think if customers are getting something for free it's not very polite to complain.
Sure Tesco should have tested it more but it's just rude if people are 'venting their anger' at not getting a free chocolate bar.... it says more about them than Tesco....
Unsuitable or offensive? Report this comment
Marcus | Tue, 21 Feb 2012 9:15 am
Was disgusted to learn tesco is abusing the unemployed in this way, and it makes me wonder where such a practice will end, won't be using tesco anymore.
Unsuitable or offensive? Report this comment