1 reviews | Active since May 2010
Smart Shopper complaint
I have sent the following mail to pnp customer services twice (about 2 weeks ago), no response yet:
Good day, I was checking my mother’s smart shopper points for her and noticed that a lot of points has disappeared. The balance on 18/12/2017 was 275929 R2759.29 and the latest balance on 08/01/2018 is now only 46323 R463.23!! Could you please check into this matter and explain how this happened? She definitely did not use it, she has been saving for a while now. We are not happy about this, this is almost R2300 that is just gone!! Card nr: ********** ********** 48 Card holder: ACM Beukes
Regards, Mrs. Marlize Nel
Hi Marlize,
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.
Please ask you mum to contact the call center on ***to be assisted by a consultant as customer verification has to be done of the account holder to enable them to address your concerns 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
Best regards,
Hi Marlize,
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.
Please ask you mum to contact the call center on ***to be assisted by a consultant as customer verification has to be done of the account holder to enable them to address your concerns 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
Best regards,