1 reviews | Active since Jan 2018
After 38 years of loyalty, Pick N Pay has taken away approx R2800 of Smart Shopper points!!
I am a shopper at Pick n Pay every week other than when I am on holiday. Having noticed that approx 286 024 smart shopper points have disappeared from my Smart Shopper account, and being told that they have expired, I was devastated and very upset. Everyone was supposed to have been sms'd regarding this, but I didn't get anything. The notice that was put up on the wall of the Supermarket was so small and on the wall behind the Smart Shopper machines where all other incidental notices are put, that I didn't even realise it was there. Yes there were notes on the till slip, but i only check that the points have been put on, that I didn't read them. Why were notices not put on the actual machines where one prints out the specials, or where one converts their points. Only since the points disappeared have they now put notices on the actual Smart Shopper machines. So why did they not put them on before they stole our points. Since then I have received an sms to say that approx 10 000 points will expire on 1 February . My son received an sms to say that 0 points will expire on 1 February, likewise with my neighbour. PnP have my sms so why could they have sent an sms to say that 286 024 points were going to expire on 31 December. The last time that I checked about the points possibly expiring, which I am sure was in 2017, I was told that they do not expire. I really feel that this was done underhandedly, and I am very upset regarding this matter. Also, having tried to get through to the SmartShopper custermer service, this proved to be fruitful, almost as though there was nobody answering the complaints. I really wonder how the Consumer Protection Act will view how this whole procedure would be viewed.
Hi Jackie,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for any inconveniences caused to you.
Smart Shopper points are valid for 12 months from the time they’re earned. Only points older than 12 months will expire and not all of your points, and points older than 12 months will continue to expire on a rolling month basis. The best way not to lose your PnP rewards is to make sure you spend them from time to time. We always use your oldest points first so use your points to save even more on every day shopping or treat yourself to something special. You can switch points on the app or via the kiosk.
We are sorry you didn't receive the communication that points are valid for 12 months from earning date via our emails or on till slips.
We are busy addressing your complaint with the Smart Shopper Team.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels.
Kind Regards,
Vanitha Venketas
Hi Jackie,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for any inconveniences caused to you.
Smart Shopper points are valid for 12 months from the time they’re earned. Only points older than 12 months will expire and not all of your points, and points older than 12 months will continue to expire on a rolling month basis. The best way not to lose your PnP rewards is to make sure you spend them from time to time. We always use your oldest points first so use your points to save even more on every day shopping or treat yourself to something special. You can switch points on the app or via the kiosk.
We are sorry you didn't receive the communication that points are valid for 12 months from earning date via our emails or on till slips.
We are busy addressing your complaint with the Smart Shopper Team.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels.
Kind Regards,
Vanitha Venketas