For as long as I can remember, going to the Big Tesco Extra has always been an event. The gigantic store with its runway-length escalators and endless aisles with everything you could ever want, has meant that I never pass up an invite.
So when my editor briefed me about the most recent change to their café system, with the conversation-starter: “Got a mission for you”, I was in my car before I knew it.
Armed with a crisp £10 note, my task was a simple one – to buy some lunch from the café using said note.
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The only catch – over 40 of it’s superstore cafe’s have stopped accepting cash. The move has seen its customers forced to pay by card or contactless at self-service machines.
An increasing number of retailers and cafes are refusing to take cash as a cost cutting measure because it is more expensive for them to handle. Recent figures published by banking industry trade body UK Finance found the number of payments made using notes and coins fell by 7 per cent in 2023 compared to the year, the Manchester Evening News previously reported.
At the same time, it found that 40 per cent of people – mainly under 24s – now effectively live a cashless life and rely on cards and smartphone apps, such as Apple Pay. However, critics say the move by retailers to drop cash is “bonkers” and risks alienating elderly customers.
So far, 40 cafes have been redesigned and more are thought to be in the pipeline. Sites in Oldham, Sheerness, Newmarket, and Ashford in Middlesex are among those to undergo the cashless overhaul.
And so I found myself on the first floor of the superstore in Oldham, and was met with four touchscreen self-service machines. There were no visible signs to indicate where to pay or order from, except the machines, so I went straight to the where it looked like the till would be.
Asking the waiting attendant, I was told that I could no longer order from the till. Instead, I was advised to order from the machines, to collect a number that was provided at the side of the machine, to find a table for myself and that staff would deliver the food.
The machine itself was simple to use, with big, clear and bold instructions. I ordered a classic ham and cheese toastie and a latte with skimmed milk. When it came to paying however – the only option was to pay by card or contactless payment.
The total came to £7.90, which included VAT of £1.31. I was then instructed to input the table number into the machine, before paying and finding a table.
The coffee was brought over within minutes by a friendly staff member. Five minutes later the toastie was brought over as well.
The entire service was quick, easy to navigate and straight forward. What limited interaction I had with the staff was very friendly and helpful.
The one drawback I noticed was how quiet the entire café was. Except for the three or four tables that were occupied, and the beeping of the tills on the ground floor, it was strangely quiet.
For those who don’t use their bank card or pay by contactless on their phone, there is no option at all to use cash. Whilst the service might be simple to use, it does rely heavily on technology which is something that some might not be comfortable with.
Whilst it hasn’t ruined my experience of going to the ‘Big Tesco’, I can see how it would cause some difficulty with those who might struggle to use the machines.
Last year, Marks & Spencer made similar changes to some of its cafes by forcing customers to order at touchscreens. Tesco said a member of staff will always be on hand to provide help with those struggling to pay, and no jobs have been lost as a result of the changes. The supermarket giant said it remains committed to keeping cash as a payment option elsewhere in its stores.
Sarah Gayton, of the National Federation of the Blind of the UK charity, said the move was unnecessarily confusing customers.
“It’s absolutely bonkers and a totally backwards step,” she said.
“Elderly people go to these places for chit-chat, to talk about the weather and about 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, of Campaign for Cash, branded the change a “mad decision”.
He told the Telegraph: “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.”
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