by For as long as I can remember, going to the Big Tesco Extra has always been an event. Because of the huge store with its runway-length escalators and endless aisles with everything you could ever want, I never invite.
So when my editor informed me of the latest change in their coffee system, with the conversation starter: “I have a mission for you”, I was in my car before I knew it.
Armed with a crisp £10 note, my task was simple – buy lunch from the cafe using that note.
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The only catch – more than 40 supermarket cafes have stopped accepting cash. The move has forced their customers to pay by card or contactless at self-service machines.
An increasing number of retailers and cafes are refusing to accept cash as a cost-cutting measure because it is more expensive for them to handle it. Recent figures published by banking industry trade body UK Finance found that the number of payments made using notes and coins fell by 7 per cent in 2023 compared to the year, the Manchester reported Formerly Evening News.
At the same time, it found that 40 percent of people – mostly under 24 – are effectively living cashless lives and relying on cards and smartphone apps, such as Apple Pay. However, critics say the move by cash-strapped retailers is “bankstering” and risks alienating older customers.
To date, 40 cafes have been redesigned and more are expected to be on the way. Sites in Oldham, Sheerness, Crossroads and Ashford in Middlesex are among those to undergo cashless refurbishment.
And so I found myself on the first floor of the supermarket in Oldham, and met four touchscreen self-service machines. There were no visible signs indicating where to pay or order from, except for the machines, so I went straight to where it looked like the till would be.
Asking the wait staff, I was told I could no longer order from the till. Instead, I was advised to order from the machines, collect a number provided on the side of the machine, find myself a table and have the staff deliver the food.
The machine itself was simple to use, with large, clear and bold instructions. I ordered a classic ham and cheese toastie and a latte with skimmed milk. When it came to paying though – the only option was to pay by card or contactless.
The total was £7.90, including VAT of £1.31. I was then instructed to input the table number into the machine, before paying and finding a table.
A friendly member of staff brought the coffee over within minutes. Five minutes later the toastie was also brought over.
The entire service was fast, easy to navigate and straight forward. The limited interaction I had with the staff was very friendly and helpful.
The only downside I noticed was how quiet the whole cafe 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 contactless with their phone, they have no choice but to use cash. Although the service may be simple to use, it relies heavily on technology, which some may not be comfortable with.
Although it didn’t spoil my experience of going to the ‘Big Tesco’, I can see how it would cause difficulty for those struggling to use the machines.
Last year, Marks & Spencer made similar changes to some of its cafes by forcing customers to order on touchscreens. Tesco said a member of staff will always be available to help those struggling to pay, and that 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, from the UK charity National Federation of the Blind, said the move caused unnecessary confusion for customers.
“It’s really shocking and a complete step backwards,” she said.
“Elderly people go to these places to chat, to talk about the weather and what’s happening in their lives. It may only be a few minutes of the day, but that’s a very valuable conversation. Why should they be confused with croissants and coffee?
“Companies need to make a profit to stay in business, but the wrong way is for your customers to be self-serving robots. How are visually impaired people supposed to deal with them?”
Martin Quinn, from Campaign for Cash, said the change was a “mad decision”.
He told the Telegraph: “Many of the customers will be elderly or pensioners who want to order in person, not press a computer screen. This is a mad decision.”
