As Loblaw launches its new rewards program on February 1, customers are having a lot of difficulties with the new system.
Starting Thursday, loyalty card holders for PC Plus and Shoppers Optimum are part of the new PC Optimum program (which you can read all about in our breakdown here).
— Joe Sales (@joesales) February 1, 2018
While the interest was expected to be high, it appears that the rollout isn’t going as well as anticipated for Loblaw, the parent company of Shoppers Drug Mart, T&T Supermarket, Loblaws, Real Canadian Superstore, No Frills, Fortinos, Independent and more.
Customers who log into their existing PC Plus or Shoppers Optimum apps are directed to download the new PC Plus app from the app store. Many users of the app have been complaining that the transition has not been a smooth one.
In news that will surprise no one, the new PC Optimum app doesn’t work.
— Vicki Bowe (@vickibowe) February 1, 2018
Not a great start to a combined program. Can’t login to the new @pc_optimum app or website. Anyone else getting “an unknown error has occurred”?
— Kimberley Molina (@KimberleyMolina) February 1, 2018
@pc_optimum Why is the website saying "Sorry, we couldn’t verify your card
The information you provided does not match our records." when I try to link my Optimum card??
— Jill from Canada (@MissJill83) February 1, 2018
Two major problems have arisen for customers: PC Plus card holders are reporting that they get stuck in a loop when trying to download the app from the app store, as it says the app is already installed. Deleting the PC Plus app and installing the PC Optimum app seems to fix the problem.
Stuck in a loop with @pc_optimum. Open my PC Plus app, tells me to download PC Optimum app, go to App Store, tells me to open, which takes me back to previous screen in PC Plus app pic.twitter.com/cQVjzlqZiq
— William Norman (@WilliamNorman) February 1, 2018
Other customers are unable to load their offers. The cornerstone of the PC Optimum program is loading coupons for points on specific items to the card, via the app or the website. Without the ability to see the offers, customers are unable to get points at grocery stores. Points can still be earned at Shoppers Drug Mart on all purchases.
@pc_optimum I have 11 offers loaded but they are not visible. What’s going on?
— Mike Baldino (@Mike_Baldino) February 1, 2018
— Mon⚓️ (@Jakiemon) January 31, 2018
The PC Optimum Twitter account has been active this morning, but not all customers have been satisfied with the responses, which range from glib to uninformative.
Are the interns running your Twitter account today? Maybe instead of cracking jokes you can focus on giving us updates on when the problem will be fixed. You guys know how many members you have. Your systems should have been shored up to handle the traffic.
— Suzan Mazur (@suzanmazur) February 1, 2018
We're sorry to hear that you're having issues. We suggest you to try again later and keep us updated!
— PC Optimum (@pc_optimum) February 1, 2018
Yahoo Canada Finance readers, have you tried signing up for the new PC Optimum card and app? Have you had any problems? Share your experiences in the comments.