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My Big Disappointment with X5's Loyalty Program

summarizeEditor's Summary

I've been a loyal customer of X5 stores for a while now, and I've always loved their unbeatable prices. But my enthusiasm for their loyalty program has taken a hit lately. I recently upgraded to the paid subscription, Pack, to get more points, but I'm not convinced it's worth the extra cost. The subscription now costs 199 rubles, up from 120 rubles - that's a pretty significant increase. I've tried to make the most of it, but I just don't think the rewards and discounts are worth the extra 79 rubles a month.

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Fiyat8/10

KararKötü

Kalite9/10

HizmetKalitesi7/10

Hello!

I'm a huge fan of X5 stores - they offer the best deal in my area among all grocery retailers. I've been shopping there for a while now, and I've always found their prices to be unbeatable.

I've been actively using their loyalty program, but I've been using it even more frequently since they started offering ready-to-eat food, baked goods, and take-out coffee. I'm a regular buyer of all these things, so I even upgraded to the paid subscription, Pack, to get more points, which are also called Apples.

The subscription costs 199 rubles and is charged monthly from my card. Previously, it was 120 rubles, but X5 quietly raised the price. You can buy it cheaper: just remember that there's often a promo code for a 1-ruble subscription online.

Here are the bonuses you get with the subscription:

5% on all purchases50% on coffee, 20% on baked goods and ready-to-eat food20% on selected categories15% on snacks and drinks, and so on

Without Pack, you'd get less than 1% on each purchase, and since I buy a lot, these points pay off handsomely.

By the end of 2024, I'd accumulated 18,800 rubles (not even Apples) and spent it all on purchases. That's roughly 1,500 rubles per month.

X5's Pack subscription also comes with other perks, like free shipping, discounts on lab tests at Invitro, and discounts on hotels, and so on.

I want to focus on the Apelsin service in my review, which is the loyalty program's rewards system.

For Apelsin rewards, you just need to swipe your card when shopping at X5 stores or when paying at self-service kiosks.

I've been using the Apelsin service for a while now, and it's convenient to pay just 2 rubles when shopping for 500-700-900 rubles or more.

That's how I've always done it, as I've been using the Piatigorsky loyalty program for a while now. However, it's been frustrating me lately. What's the issue?

I discovered what 'frod' is. During one of my shopping trips, I noticed that around 2,000 Apelsin points had been deducted from my card - that's around 200 rubles. I saw a transaction in my purchase history made just a few hours prior in a region 1,000 km away from me.

Then, there was the customer support call, apologies, a new card, and a refund of points. As I later found out, I'm not the only one who's experienced this. How does it happen, and why doesn't the system automatically flag suspicious transactions?

I'm getting free delivery, but... or rather, I'm getting free delivery, but I wish I could redeem points when using it. That's my pet peeve - why can't you redeem points when using free delivery or a promo code? It was possible just a few months ago.

I've been having issues with technical problems lately. Sometimes it's just impossible to deduct points from the cash register. The system won't let me, shows weird errors, asks me to use card X5 which has already been used in the order, and then gives me an error saying the card is already used. As a result, I end up either dancing around the self-service terminal for 10 minutes or just paying the full amount.

This happened to me just the other day. I ordered something for 775 rubles, had about 5,000 points (500 Apples) on my account. And I was looking forward to saving some money, but the self-service cash register wouldn't let me deduct the points. The cashier next to me just shrugged, and since I was in a hurry, I decided not to hassle with it and just paid. But when I went to the store a couple of days later, hoping to save some money today, I saw on my loyalty card that I had less than 10 rubles left...

I wrote to customer support, screaming 'rip off' and they calmed me down saying nothing was stolen, it's just that you deducted all the points yourself! And instead of buying something for 775 rubles, you paid just 325 rubles. And good for you, not a refund. I had to show them the receipt, then the operator created a complaint. But they still haven't returned my points. In the app, this transaction is also shown as a full-price purchase.

I've been having trouble with purchases from Perekrestok not showing up in the purchase history in the app, although I get receipts via email, so I'm showing my card from the app. Therefore, I can't track the accuracy of point accrual from there.

To be honest, I do like the X5 loyalty program, but it's getting frustrating. I have to be so vigilant about my points, so nothing gets stolen and I don't accidentally deduct them all.

Anyway, the X5 loyalty program is starting to really disappoint me. Not recommended.

Thanks for reading.

live_helpFeatured FAQ

What is the X5 loyalty program and how does it work?

The X5 loyalty program is a rewards program that lets you earn points on your purchases. These points can be redeemed for rewards and discounts. To participate, just sign up for the program and start earning points on your purchases.

How do I earn points on my purchases?

You can earn points on your purchases by shopping at X5 stores and using your loyalty card. Points are also awarded for certain purchases, like buying ready-to-eat food, baked goods, and take-out coffee.

What rewards and discounts can I redeem with my points?

Rewards and discounts vary depending on the program and your location. You can check the X5 website or mobile app for a list of available rewards and discounts.

Can I use my points to buy groceries?

Unfortunately, no. Points can only be redeemed for rewards and discounts, not for buying groceries or other products.

How do I contact customer support for the loyalty program?

You can contact customer support by phone, email, or through the X5 mobile app. They'll be happy to help with any questions or issues you may have.

Can I cancel my subscription to the loyalty program?

Yes, you can cancel your subscription at any time. Just log in to your account and click on the 'Cancel Subscription' button.

How do I track my points and rewards?

You can track your points and rewards by logging in to your account and checking your points balance. You can also use the X5 mobile app to track your rewards and discounts.

What happens if I accumulate too many points?

If you accumulate too many points, they'll expire after a certain period of time. Be sure to redeem your points for rewards and discounts before they expire.

check_circlePros

•The loyalty program used to offer some pretty sweet rewards and discounts.
•I've received some decent rewards and discounts in the past, so I know they can be worth it.
•The program's actually pretty easy to use and navigate.
•I like that I can earn points on my purchases, and it feels good to be rewarded for shopping at X5.
•The points can be redeemed for rewards and discounts, which is a nice perk.
•The program used to feel like a community, but that's not so much the case anymore.

cancelCons

•The price hike for the paid subscription is a major turnoff.
•I'm just not convinced the rewards and discounts are worth the extra cost.
•The program's become less rewarding over time, which is disappointing.
•I've had trouble redeeming my points for rewards, which is frustrating.
•The customer support for the loyalty program is lacking, which makes it hard to get help when you need it.
•The program's not as user-friendly as it used to be, which makes it harder to use.

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