Waitrose customers have spotted how the supermarket has changed its loyalty scheme, meaning ‘weekly’ vouchers now only arrive from ‘time-to-time’.
Shoppers using the myWaitrose membership programme previously received personalised discount vouchers each week to give money off products.
But customers have recently noticed a lack of vouchers, and it has now emerged they are no longer guaranteed each week – and could take up to a month to arrive.
Cardholders had been ‘entitled to two vouchers each week’ which were sent out every Wednesday and could be used in store or online until the following Tuesday.
But terms and conditions, updated on February 14, now say: ‘If eligible, the customer may receive vouchers for personalised offers on products from time-to-time.’
However, Waitrose has insisted the changes have brought its programme in line with ‘industry standards’ and will not affect most customers.
The scheme’s terms and conditions state that vouchers will now only arrive from ‘time-to-time’
But the change has upset customers, who blasted the supermarket as ‘absolutely disgusting’, ‘greedy’ and ‘disappointing’ – and said they were now shopping elsewhere.
It is the latest change made to MyWaitrose which launched in 2011 and became known for perks including its free newspaper deal, which was modified in 2016 and ended in February 2022.
Another popular draw was the free hot drink, which was initially available with no purchase necessary in 2013 but has been changed several times over the years.
Since November 2022, customers wanting a free Americano, latte, cappuccino or tea have been required to bring their own cup and buy something in store. In the past, the deal had also included mocha or espresso options.
Waitrose is battling to hold onto market share among middle-class shoppers amid an intensifying supermarket war that has seen it lose customers to Marks and Spencer.
The two chains now both hold 3.8 per cent market share – but this is a fall for Waitrose from 3.9 per cent this time last year, while M&S has risen from 3.6 per cent.
One shocked customer, who found out the changes after writing to Waitrose, told the Daily Telegraph: ‘My wife received no vouchers at all last week or this, even though she shops at our branch at least twice a week and spends over £20 each time.
‘Whereas I shopped twice last week and spent less, but still received my usual quantity of vouchers, some of them being £2 off some products.
‘They have not publicised it at all in the press or in their Weekend newspaper and stopped it with no warning. It doesn’t make sense and will stop us from shopping there in the future.’
Other customers have taken to social media in recent weeks to complain about not seeing any vouchers in their account.
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One tweeted: ‘I don’t have any personalised vouchers. Didn’t get them last week either. Generic response ‘sometimes you may not get vouchers’ isn’t really satisfactory.
‘Either we are no longer eligible in which case please explain why or something has gone wrong in which case please say so.’
Another wrote: ‘I don’t get any vouchers at all anymore. I complained to customer services, they referred me to IT and I have heard nothing since. Absolutely disgusting and I am now shopping elsewhere.’
A third said: ‘One of the most expensive, if not absolutely the most expensive store and what used to be a small enticer of providing vouchers for popular items, even that has gone.
‘It’s no wonder that Tesco has become my go to preferred grocery store. Greedy Waitrose, disappointing.’
And a fourth added: ‘Did anybody else know that Waitrose can stop giving you loyalty vouchers at any time?
‘I’ve used them for years, but all they’re offering me today is two complimentary vouchers for junk foods which we don’t eat.’
Meanwhile a fifth tweeted: ‘Just wondering Waitrose why for the second week in a row my vouchers consist of a choice of a jar of olives and some seeded malted bread. What have I done to upset you?’
Shoppers using the myWaitrose membership card can get a hot drink – but must now bring their own cup and make a purchase to quality for the Americano, latte, cappuccino or tea
MyWaitrose launched in 2011 and became known for perks including free newspapers
But Waitrose has insisted the change had brought its programme in line with ‘industry standards’ and would not affect most customers.
A spokesman said: ‘While the vast majority of members will see personalised vouchers as usual every week, there may be short breaks between these. But don’t worry, they’ll be back soon.
‘Our loyalty scheme is used by millions of customers, with benefits including free hot drinks and exclusive discounts across hundreds of products.
‘We’ve also made improvements, like giving customers the ability to reselect their personalised vouchers if they change their mind, or an item is out of stock.’