1 reviews | Active since Mar 2009
Smart Shopper Points
Dear PnP. I sent an e-mail to your Customer Care e-mail address on 3 January 2018 to enquire what has happened to my approximately R600 worth of Smart Shopper points. They were removed without informing me. I have had no response as yet from you Customer Care Centre so I decided to log a complaint on HelloPeter and noticed that there are other customers that have lost their points. PnP’s stock standard answer is to refer customers to the T&Cs. According to your FAQs on your website (of which I have screen shots), the revised Smart Shopper scheme came into effect on 30 March 2017. That means that the revised T&Cs came into effect on 30 March 2017. According to your FAQs, Smart Shopper points are valid for 12 months after earning them which means that the first batch of Smart Shopper points of all Smart Shopper customers who were part of the scheme prior to 30 March 2017, should only start expiring on 29 March 2018 (12 months after 30 March 2017). The T&Cs don’t stipulate that the points expire after December of each year. Can you please provide clarification in this regard as I would like to test it against the Consumer Protection Act.
Hi Shaun,
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
Best regards,
Hi Shaun,
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
Best regards,