1 reviews | Active since Nov 2015
The mystery that is Pick n Pay's expiring points
At the end of last year (29/12/17) my Smart Shopper points balance was R180.37. When I checked just over a week later (9/1/18) it was R51.57.
I only recently learned that Smart Shopper points expire so I began switching points for the benefits of Ster Kinekor vouchers. And I greatly appreciated this useful facility.
However this drop of R130 was not related to switching points. I can only assume it was related to points expiring. Other leading companies alert customers in the event of points expiring.
How am I to know when points will expire if I am not aware of the dates they were accumulated? If points expire without warning, where is the benefit of the rewards programme?
How does this expiry process work? Does each point expire a year after it was accumulated in a process of gradual attrition? Or do they expire at the end of a calendar year, i.e. 31 December, regardless of when in the year they were accumulated? (This is NOT the same meaning as being valid for a year.)
And If I redeem/switch points, which selection of points do they utilise? Do they harvest the earliest-earned points to prevent me from unnecessarily losing out on those points being unclaimed within the one-year period?
Where is this indicated in the terms and conditions? I have checked the fine print and this is not explained anywhere. If the process is transparent then I have a reasonable opportunity to claim my benefits.
If it is not made clear then there is an equal likelihood of unfairly losing my benefits as I appear to have done so here. What's more aggravating is that I communicated all this via Pick n Pay's online complaint service three weeks ago (10/1/18) and have yet to hear anything.
Good day Gregory,
Thank you for taking the time to write to us.
Kindly note Smart Shopper points are valid for 12 months from the time they’re earned. 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.
You had 9880 points (R98.80) that had expired. We have escalated to have your deleted points re-instated, the points will reflect within 7 business days.
Kind Regards
Anwar Mooideen
Good day Gregory,
Thank you for taking the time to write to us.
Kindly note Smart Shopper points are valid for 12 months from the time they’re earned. 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.
You had 9880 points (R98.80) that had expired. We have escalated to have your deleted points re-instated, the points will reflect within 7 business days.
Kind Regards
Anwar Mooideen