Customers trying to merge their Shoppers Optimum and PC Plus loyalty points Thursday under Loblaw's new unified PC Optimum program were faced with technical glitches and took to social media to express their frustration.
"PC Optimum" trended on Twitter throughout the morning and early afternoon of Feb. 1, the day the program merge went live, driven largely by consumers saying they were unable to download the PC Optimum app or that they received an "unknown error" message when trying to set up a user profile online. Others said they were unable to link their Shoppers Optimum and PC Plus accounts to the new program.
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
PC Optimum responded to complaints made via Twitter and said it was working to resolve the issues. In an email to Canadian Grocer, Loblaw spokesperson Catherine Thomas said the launch of the unified program "created huge enthusiasm and a couple of related bumps." Early reports, however, suggest members were able to convert their points seamlessly through the app, in store and online, she said.
"While we anticipated excitement about the new program, we are currently experiencing a high volume of members which has caused a few challenges with online linking," said Thomas. "We’re working to resolve that quickly. In the meantime, customers can still swap their cards in store and begin the conversion process."
We are aware of this issue and currently working to resolve it. Thanks for your patience.
— PC Optimum (@pc_optimum) February 1, 2018
Loblaw announced last November it was merging the Shoppers Optimum and PC Plus loyalty points programs. PC Optimum is “the future of loyalty programs for Loblaw companies,” said senior vice-president of marketing, Uwe Stueckmann, at the time of the announcement, “harnessing both the power of PC Plus and Shoppers Optimum across the unified network of our stores coast to coast.”
According to Loblaw, more than 19 million active members make up the base of the two current programs, with at least 50% of members enrolled in both.