Users complain of issues after launch of PC Optimum rewards program

The merger of two of Canada's most popular loyalty rewards programs PC Pluspoints andShoppers Optimum faced issues on Thursday as some members complainedabouttheir inability to register or access the new program online.

As of Feb.1, members of both loyalty programs wereable to joina newprogram called PC Optimum, which would combine the balance ofpoints from the previous programs into one account.

But some users took to Twitter on the launch day to talk about their frustrations and problems in trying to join the new program on the website andthe app.

Complaints ranged frompeople being unable to add points from their Shoppers Optimum accounts to the new program to people calling the entire rollout a failure.

'Massive interest'

In response to the issues, Loblawspokesperson Catherine Thomastold CBC News that the launch did have a "couple of bumps" because the company was seeing massive interest in the program.

"We've successfully converted a huge number of members already. More importantly, we are approaching nearly onemillion transactions with customers earning and redeeming PC Optimum points," she said.

"We continue to focus on making this a seamless conversion process for our members. Further, the issue related to downloading our app has been resolved," she added.

But even after her response, some users were still complaining on Twitter about being unable to transfer their ShoppersOptimum points to the new program online.

Trouble linking points

Later, Thomas admitted that there were a few challenges with "online linking" and the company was working quickly to resolve the issue.

"In the meantime, customers can still swap their cards in store and begin the conversion process," she said.

Bringing together 19 million members across 2,500 stores has brought enthusiasmand some issues, as expected, Thomas said.

The new loyalty programhadbeen long anticipatedsinceLoblawboughtdrug store chain Shoppers Drug Martin 2014.

Points can be collected andspentat all of Loblaw's retail brands, including:

• Real Canadian Superstore.
• Atlantic Superstore.
• City Market.
• No Frills.
• Independent.
• Zehrs.
• Loblaws.
• Shoppers Drug Mart.
• Shoppers Home Health Care.
• online at JoeFresh.com and BeautyBoutique.ca.

In Quebec, however, the automatic programmerger will not happen starting this month.

Shoppers Drug Mart operates under the name Pharmaprixin that province and the PharmaprixOptimum program ended on Jan. 31. But, members have until May 2 to redeem their points or convert them to the new program.

User concerns

Loyalty card expert PatrickSojkasaid the uproaron social media likely comes from some users worryingtheglitch could make them lose all theirpoints ordata would be lost in the conversion.

"You have people who are going todifferentLoblawsstores today or Shoppers Drug Marts, who want to shop and I'm not 100 per centsure if your old cards will work," he said.

He recommendsmembers hold on to their receipts for nowto ensurethey areproperly credited once all the bugs have been worked out.

Meanwhile, despite Thursday's technical glitch, retail and marketing expertBrynn Winegardsaid that ultimatelyconsumers stand to benefit from the merger of the two rewards program.

"The idea here is that it's easier now to collect these points and then easier to use those points at 2,500 stores as well as on the website. So, you're more likely to get rewards," she said.