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Freddie D

1 reviews | Active since Mar 2013

15 Nov 2021, 10:21

PnP SmartShopper

Had an interesting experience this weekend. The teller swapped my SmartShopper card at the till because I had R188 to spend. A few days later, when I tried to use the card at BP to get points for fuel, I was told by the attendant that the card was blocked. and that is when I realized my card was swapped. Reported the card lost and went to get a new card. My money had gone down to R43 but the person helping me just said it is not her problem and what must she do about it. When I inquired about the BP fuel spend, while showing her the slip, she said that because I did not swipe my card I cannot get the points. How was I suppose to swipe my card if it was '******' by the teller? I have the till slip for my last purchase at the store en also the decline of the card at BP but because the teller 'stole' my card, it is now me that is out of pocket. Surely a new method must be found to protect my card. I need to use the card as the PnP app is not always available and at BP you cannot use the app as their pay-point does not display an QR code. But like all companies PnP will just pull-up their shoulders and refuse to accept responsibility. I have now written my name in bold letter on the front of my card, hopefully my card will not get swapped again by a teller.

0
Replies (3)
Pick n Pay
Pick n Pay's reply18 Nov 2021, 11:02
Official
Hi Freddie,
Thank you for reaching out to the Pick n Pay Customer Care Team.
Please accept our apologies for the delay in response and inconveniences caused to you.
We have done a follow up with our Smart Shopper Team and have been advised that  your card was used at Tshwane Mall and not at the Family Waverley store.

Your smart shopper card may have been switch with another customers card. Kindly  forward us copies of your till slips from the BP store to the email address provided below enable us to escalate it to our team to have the points allocated to your new card.

Please refer to this reference number: *** should you need to follow up on the complaint.
By proceeding with this request for us to assist with resolving your query, you acknowledge that we will need to share your contact details with the relevant store/Department. They will be in touch with you as soon as possible to further assist" Please refer to our privacy statement for information on how we process personal information.>>https://www.pnp.co.za/privacy-portal

Should you have any further questions or concerns please do not hesitate to reply to this email alternatively contact us on the channels below.
Chat to us on WhatsApp : +***7Call us on   : ***Email us on:  *** 
Operating Times: Monday- Sunday: 08:00-17:00 | Sun & public holidays: 09:00-17:00
Thank you for allowing us the opportunity have this resolved.
Kind Regards,The Pick n Pay Team

Best regards,

FD
Freddie D's update22 Nov 2021, 09:20
Reviewer Update
I received a private reply on 18 Nov 2021.
I sent all the relevant requested information to *** and until today I have not received any reply.
Surely if PnP was serious in their caring for customers, they would have rep**** by now.
Is this request being treated like all big companies treat all requests, I am big brother and you the customer can wait until I get to do something.
We the shoppers are abused and all we do is keep quiet and get ignored.
I think this is unacceptable in our current society.
FD
Freddie D's update10 Dec 2021, 18:45
Reviewer Update
I must report that PnP has stepped up to the plate and given me feedback as to the problems experienced with the Smart Shopper card. Although they could me refund my point or the money that was on the card, they did present us with a gift voucher that covered more than the money and points that were lost.
I thank PnP, the Smart Shopper division and also Waverley PnP for the gesture of goodwill.
This goes a long way to make this difficult time better.

Thank you