'I tested out Tesco's 'bonkers' and 'backwards' payment change'
The supermarket giant has removed the option to pay with cash in over 40 of its cafes, with customers forced to pay by card or contactless at self-service machines
Tesco superstores all across the country have introduced a big change to the way you can pay in the cafe - and shoppers say it's quite the struggle.
Manchester Evening News reporter Amy Walker was challenged to head out to her local store, armed with a crisp ten-pound note, to buy herself a delicious lunch from the cafe.
But the process turned out not to be as simple as it sounds. The twist in the tale is - more than 40 of its superstore cafes have stopped accepting hard cash, forcing customers to resort towards card or contactless payments via self-service machines, thus adopting the ever-increasing trend among retailers and cafes rejecting cash due to handling costs.
Recent data revealed by UK Finance - a banking industry trade organization, disclosed a reduction in payments through notes and coins by 7% in 2023 compared to the previous year as reported earlier by the Manchester Evening News.
Simultaneously, the research discovered that 40% of the population - primarily below the age of 24, are practically living a cashless life, relying on cards and smartphone apps like Apple Pay. Nevertheless, critics argue the retailers' decision to dismiss cash payment is "bonkers", potentially alienating elderly customers.
So far, 40 cafes have undergone a revamp with more expected to follow. Locations in Oldham, Sheerness, Newmarket, and Ashford in Middlesex are among those that have transitioned to the cashless system.
Amy found herself on the first floor of the Oldham superstore, greeted by four touchscreen self-service machines. There were no clear signs indicating where to order or pay, except for these machines.
Upon enquiring with an attendant, Amy was informed that orders could no longer be placed at the till. Instead, she was directed to use the machines, collect a number provided at the side of the machine, find a table, and wait for the food to be delivered by staff.
The machine was user-friendly, featuring large, clear, and bold instructions. Amy ordered a classic ham and cheese toastie and a latte with skimmed milk.
When it came to payment, the only options available were card or contactless.
The total bill amounted to £7.90, inclusive of VAT of £1.31. Amy was then asked to enter the table number into the machine, make the payment, and find a table.
A friendly staff member delivered her coffee within minutes. The toastie followed five minutes later.
According to Amy, the entire process was quick, easy to navigate, and straightforward.
The one downside Amy observed was the eerie silence in the cafe. Apart from the few occupied tables and the beeping of the tills on the ground floor, it was unusually quiet.
For those who don't use their bank card or pay by contactless on their phone, there is no cash option. While the service may be easy to use, it does heavily depend on technology, which some people may not be comfortable with.
While this hasn't spoiled Amy's experience at the 'Big Tesco', she said she can see how it could pose difficulties for those who might struggle with the machines.
Last year, Marks and Spencer implemented similar changes in some of its cafes, requiring customers to order at touchscreens. Tesco assured that a staff member would always be available to assist those having trouble paying, and no jobs have been lost due to these changes.
The supermarket giant reiterated its commitment to keeping cash as a payment option elsewhere in its stores.
Sarah Gayton, from the National Federation of the Blind of the UK charity, criticised the move as unnecessarily confusing for customers.
"It's absolutely bonkers and a totally backwards step," she declared.
"Elderly people visit these places for chit-chat, to discuss the weather and what's happening in their lives. It might only be a few minutes of the day, but that is a very valuable conversation. Why should they be confused over croissants and coffee?
"Yes, companies have to make a profit to keep the business, but turning your customers into self-serving robots is the wrong way to go. How are visually impaired people meant to cope?"
Martin Quinn from Campaign for Cash slammed the move as a "mad decision".
Speaking to the Telegraph, he said: "Many of the customers will be elderly or retirees who want to order in person, not press a computer screen. This is a mad decision."
