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1 reviews | Active since Jan 2010

12 Mar 2021, 09:19

Unable to access expiring Smartshopper points - lost them due to this

In February this year, I was repeatedly advised by cashier at Pick 'n Pay tills that I had more than R300 worth of points that would expire on 28 February. However, despite my repeated attempts and asking cashiers to use these points toward payment, they always rep**** that there were only a few rands left to spend. E.g. on 25 February, my slip showed Rands left to spend: R6.62 and Rands expiring on 28.02.2021: R300.56.

I logged a call with Smartshopper on 25 February and they asked me to send my Smartshopper card number, together with a photo of the till slip via e-mail to one of the agents. I did this immediately.

A week later, on 4 March, I received a message that my call with reference *** had been closed. I received no further feedback, and my points were now gone since they had seemingly expired on 28 February.

When I called the Smartshopper call centre on 4 March, another agent told me that the agent to whom I sent my e-mail on 25 February, no longer worked for Pick 'n Pay and they could not tell me why my call had been closed. In any case, I was told, I should have sent the e-mail to ***, and not to an agent.

So, on 4 March I sent an e-mail to ***, together with all the required information.

To date, I have not received any acknowledgement of my e-mail sent to the above e-mail address on 4 March. I followed up on 9 March via e-mail, but have also not received any response or feedback.

I am really unsatisfied with the way PnP handled this query. I was repeatedly reminded that I had Smartshopper points that would expire if I did not spend them. I tried to spend them, but couldn't and nobody could tell me why. It seems that I have now lost my R300.56 worth of points. I seems PnP Smartshopper points can not be trusted, and neither their call centre.

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Replies (6)

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Replies (6)

PS

Pieter S's updateReviewer Update

12 Mar 2021, 10:09

Thank you for the reply. The issue was not that I was unable to use points. I was able to use points that I had available to spend. The issue is that I was unable to use R300.56 that was due to expire at the end of February. I was never able to use THOSE points. Why?

PS

Pieter S's update12 Mar 2021, 10:09

Reviewer Update

Thank you for the reply. The issue was not that I was unable to use points. I was able to use points that I had available to spend. The issue is that I was unable to use R300.56 that was due to expire at the end of February. I was never able to use THOSE points. Why?

PS

Pieter S's updateReviewer Update

12 Mar 2021, 13:36

I did forward it it to that e-mail address on 4 March. What happened to my e-mail? Did nobody look at it?

PS

Pieter S's update12 Mar 2021, 13:36

Reviewer Update

I did forward it it to that e-mail address on 4 March. What happened to my e-mail? Did nobody look at it?

PS

Pieter S's updateReviewer Update

12 Mar 2021, 13:42

Nowhere on my Smartshopper app or on the website was there an option to 'switch points.'

PS

Pieter S's update12 Mar 2021, 13:42

Reviewer Update

Nowhere on my Smartshopper app or on the website was there an option to 'switch points.'

PS

Pieter S's updateReviewer Update

12 Mar 2021, 13:46

When I used points on 17 and 22 Feb, my points expiring balance did not change, so no, it was not used.

PS

Pieter S's update12 Mar 2021, 13:46

Reviewer Update

When I used points on 17 and 22 Feb, my points expiring balance did not change, so no, it was not used.

PS

Pieter S's updateReviewer Update

12 Mar 2021, 13:49

Or it may have changed, but the cashier still told me I could not spend the R300 because I had e.g. only R6 left to spend.

PS

Pieter S's update12 Mar 2021, 13:49

Reviewer Update

Or it may have changed, but the cashier still told me I could not spend the R300 because I had e.g. only R6 left to spend.

PS

Pieter S's updateReviewer Update

30 Mar 2021, 17:30

So, after multiple e-mails, additional evidence, and calls to the PnP help line, all I got was promises that my dispute had been escalated to the management team, and that I would receive feedback soon. The feedback never came, and with my last e-mail the response was that I could rest assured - I had not been losing any points. But as I stated in my reply e-mail - that is not what PnP's system says. The system says, when I purchase at a till, that I have points expiring. So it is clearly then a system fault - where are these expiring points coming from, why can I see them but they can't, and where are they going? My conclusion is that PnP cannot see my problem and has been unable to resolve the problem. It is embarrassing shopping at tellers and they ask, in astonishment, why I do not use my expiring points. The result is that I am closing my PnP Smart Shopper account.

PS

Pieter S's update30 Mar 2021, 17:30

Reviewer Update

So, after multiple e-mails, additional evidence, and calls to the PnP help line, all I got was promises that my dispute had been escalated to the management team, and that I would receive feedback soon. The feedback never came, and with my last e-mail the response was that I could rest assured - I had not been losing any points. But as I stated in my reply e-mail - that is not what PnP's system says. The system says, when I purchase at a till, that I have points expiring. So it is clearly then a system fault - where are these expiring points coming from, why can I see them but they can't, and where are they going? My conclusion is that PnP cannot see my problem and has been unable to resolve the problem. It is embarrassing shopping at tellers and they ask, in astonishment, why I do not use my expiring points. The result is that I am closing my PnP Smart Shopper account.