Tesco decision to phase out its “Pay In-Store” feature and close several in-store pharmacies has drawn mixed reactions from shoppers.
While the supermarket giant insists these changes are meant to streamline services and improve customer experience, many customers feel inconvenienced. The Pay In-Store feature allowed Clubcard members to scan a single barcode at checkout, automatically applying discounts, earning points, and completing payments in one seamless step. Its removal means customers will now need to separately scan their Clubcard and make payments using a traditional method, such as a bank card or mobile payment.
For many shoppers, especially those who rely on digital convenience, this is seen as a step backward. Social media platforms have been flooded with complaints from frustrated customers who valued the time-saving aspect of the service. Some have questioned why Tesco is discontinuing a feature that appeared to function smoothly, while others speculate that the move is part of a broader restructuring of the supermarket’s loyalty program. Tesco, however, maintains that alternative payment solutions, such as adding the Clubcard to Apple or Google Wallet, will ensure a smooth shopping experience.
Beyond the changes to Clubcard services, Tesco’s decision to close several of its in-store pharmacies has raised concerns, particularly among customers who rely on the convenience of filling prescriptions while doing their grocery shopping. While the company has not disclosed the specific locations affected, it has reassured customers that alternative pharmacy options remain available within a reasonable distance. Despite these assurances, critics argue that the closures will disproportionately affect vulnerable customers, such as the elderly and those with mobility issues, who may struggle to travel further for their prescriptions.
The closures come at a time when the UK’s pharmacy sector is already facing significant challenges. Rising medicine costs, changes in government funding, and increased demand for healthcare services have put pressure on pharmacies nationwide. Many independent pharmacies have struggled to keep up with operational costs, leading to a wave of closures across the country. By shutting down select in-store pharmacies, Tesco is likely aiming to consolidate resources and focus on its core business operations.
Tesco’s recent changes are part of a broader trend among UK supermarkets to optimize efficiency and respond to evolving consumer habits. As the retail industry continues to shift towards digital solutions, major chains are re-evaluating their services and making tough decisions about which offerings to maintain. Loyalty programs, in particular, have become a key battleground, with supermarkets constantly adjusting their rewards and payment structures to remain competitive.
While some customers understand the need for businesses to adapt, others feel that Tesco’s latest decisions are out of touch with consumer needs. The backlash highlights the growing tension between corporate efficiency and customer convenience, as supermarkets balance cost-cutting measures with maintaining a positive shopping experience. Whether Tesco’s latest moves will ultimately benefit or alienate shoppers remains to be seen, but one thing is clear: change is inevitable in the retail sector, and businesses must carefully navigate these transitions to retain customer trust.
In addition to this change, Tesco is set to close nearly a dozen in-store pharmacies this year after conducting a comprehensive review. While the specific locations and closure dates have not been disclosed, customers will see signage directing them to the nearest alternative pharmacies. Tesco asserts that another Tesco pharmacy can be found within a 5-mile radius. Despite the closures, Tesco still plans to have over 350 pharmacy locations nationwide offering services such as blood pressure checks and flu vaccinations. This move aligns with the trend of UK pharmacies facing difficulties from government funding cuts and rising medicine costs.
