Tesco has apologised to customers after an email blunder led many shoppers to believe they had received £100 in Clubcard points.
The supermarket mistakenly sent out the message on Sunday, leading to widespread confusion and frustration among loyal customers.
The email was related to a promotional partnership with EasyJet, which ran from 17 February to 13 April. Under the terms of the deal, Tesco Clubcard holders who booked a holiday using Clubcard vouchers were eligible to receive 10,000 bonus points — the equivalent of £100 in value.
However, due to an internal error, the promotional email was sent to some customers who had not booked a holiday or met the offer’s criteria.
The mistake prompted a wave of reactions across social media platforms, as shoppers expressed disappointment and demanded clarity. Many assumed they had legitimately received the points, only to be told later that the email had been sent in error.
By Monday, Tesco followed up with a second email to apologise for the mistake. The subject line acknowledged the error, and the message confirmed that no additional Clubcard points had been added to those customers’ accounts.
Tesco clarified that only eligible participants would see the bonus points reflected by the end of June.
The Clubcard scheme, which launched 30 years ago, remains one of the UK’s most popular supermarket loyalty programmes. Customers earn one point for every £1 spent in-store or online, with collected points converted into vouchers that can be used for discounts at Tesco or through a range of reward partners.
Despite the company’s swift response, the incident has raised concerns among some consumers about promotional clarity and communication.
While Tesco has attempted to smooth things over with a polite apology, many affected shoppers are still waiting to see how the supermarket giant will restore trust.
This episode also highlights the importance of careful targeting in digital marketing campaigns, especially when they involve rewards or loyalty programmes. With over 20 million active Clubcard users across the UK, even a small error can have widespread implications.
