Not Honouring Promotions

I have been a patron of BP Filling Stations across the country for many years, by virtue of their loyalty program being linked to that of Pick and Pay. Therefore, when the “Collect-a Car”- Promotion was launched earlier this year, I jumped on it. I was entitled to the promotion by virtue of my frequency of filling-up at the BP- stations across the country. Pick and Pay was the administrators of the promotion during the course of it. Pick and Pay subsequently sent me numerous codes to redeem at any BP- Filling Station of my choosing in exchange for any of the model cars on offer. I qualified for the full set of four (4).

However, when it came to redeeming the codes for the model cars, to my dismay there were all “Invalid”. I duly contacted Pick and Pay to inform them of this development. I subsequently got the relevant “Complaint Reference Number” and waited for the supposed feedback.

However, after a few months, with nothing forthcoming, I escalated the matter to the Pick and Pay Head- Office, due to them being the administrators of the promotion. Needless to say, by the time of penning this complaint I have not heard anything constructive from anyone at Pick and Pay whatsoever to date. To date I have not been able to collect a single car.

They (BP Filling Stations and/or Pick and Pay) put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition. I find this conduct of the management ridiculous and totally unacceptable.

I, therefore, beg the following questions; • “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a patron of BP Filling Stations and/or Pick and Pay, when you are subjected to this level of service, and alternatively would Senior Management, personally tolerate this kind of service were they in our position? • How does BP Filling Stations and/or Pick and Pay - Management operate a promotion when they do not offer proper customer service experience compared to the other businesses running similar promotions across the country? • Whether BP Filling Stations and/or Pick and Pay - Management are profit-driven or service driven?

It is unfortunate that we had to proverbially; “Rock the Boat” in order to air our grievance, but I feel that I gave BP Filling Stations and/or Pick and Pay Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however, there has only been total indifference.

If this is the service to which customers are subjected, then I am afraid it leaves much to be desired.

This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single BP Filling Stations and/or Pick and Pay customer has to endure this atrocious level of customer service. I believe that BP Filling Stations and/or Pick and Pay can ill afford such conduct by its associates, not when it strives to position itself as the preferred FMCG and Fuel Retailer in South Africa. I, therefore, feel that we have no other alternative but to bring this unsatisfactory conduct to the BP Filling Stations and/or Pick and Pay senior management’s attention and them take appropriate action to remedy the situation.