Flybuys Bonus Points not credited after more than 4 weeks from promotion end date

[SydneySwan]

I decided today to call Flybuys up about 3 missing sets of points that have not credited. This is the first time I have done this and only did it because after 20 years generally fruitless membership (because points were always expiring) I decided to make a bit of an effort to keep track and hold Flybuys accountable for delivering on their points offers.

When you ring, you have to enter card number, date of birth, etc. in the phone. However when you finally get to speak with someone, they have no idea who you are. The operator then asked me so many questions in his quest to identify me (all answered) that I am surprised that I didn't have to provide city of birth, mother's maiden name, etc.

I wanted 3 sets of points added - a docket double points offer from August (worth 65 points), a 75 bonus bonus points for laundry products and a 9 x offer for petrol from earlier this week (worth 162 points). The operator was fairly surly to say the least. He asked so many questions about the first set of points that lawyer-like he seemed to be searching for an avenue to disallow them. I can understand that approach for say 500+ points but for not 65 points. In the end he credited the first 2 but jumped on the Coles Express points - completely different cycle, etc. - you will have to wait the 4 weeks, etc. OK fair enough for those I suppose.

However because of the operator's generally surly I then raised the issue of the 20% off coupon on Coles corn flakes that I tried to use last Sunday. it worked at the checkout (i.e. read the docket) but didn't deduct the 20% off. I cancelled the purchase as a result. 'What do you want to do about it?' said Mr Surly. I'd like to make a complaint (with apologies to John Cleese). OK somebody will call you back in 48 hours. I will wait with bated breadth.

Generally in recent times Flybuys has been much quicker at crediting points and everything I bought in Sep / Oct credited completely and correctly. Now they need to work on the attitude of some of their call centre operators!

 

[flybuys]

I decided today to call Flybuys up about 3 missing sets of points that have not credited. This is the first time I have done this and only did it because after 20 years generally fruitless membership (because points were always expiring) I decided to make a bit of an effort to keep track and hold Flybuys accountable for delivering on their points offers.

When you ring, you have to enter card number, date of birth, etc. in the phone. However when you finally get to speak with someone, they have no idea who you are. The operator then asked me so many questions in his quest to identify me (all answered) that I am surprised that I didn't have to provide city of birth, mother's maiden name, etc.

I wanted 3 sets of points added - a docket double points offer from August (worth 65 points), a 75 bonus bonus points for laundry products and a 9 x offer for petrol from earlier this week (worth 162 points). The operator was fairly surly to say the least. He asked so many questions about the first set of points that lawyer-like he seemed to be searching for an avenue to disallow them. I can understand that approach for say 500+ points but for not 65 points. In the end he credited the first 2 but jumped on the Coles Express points - completely different cycle, etc. - you will have to wait the 4 weeks, etc. OK fair enough for those I suppose.

However because of the operator's generally surly I then raised the issue of the 20% off coupon on Coles corn flakes that I tried to use last Sunday. it worked at the checkout (i.e. read the docket) but didn't deduct the 20% off. I cancelled the purchase as a result. 'What do you want to do about it?' said Mr Surly. I'd like to make a complaint (with apologies to John Cleese). OK somebody will call you back in 48 hours. I will wait with bated breadth.

Generally in recent times Flybuys has been much quicker at crediting points and everything I bought in Sep / Oct credited completely and correctly. Now they need to work on the attitude of some of their call centre operators!

We're so sorry that you've had this experience, and we will follow this up with our service centre team so that we can share your feedback and investigate further. If you could leave us a private message via this forum with your details, this will help us in addressing the issues you have raised. While we are very disappointed with the service you've received, we're grateful you've made your comments known so we can act on your feedback.

 

[SydneySwan]

PM sent - let me know if you received it because I can't find it in my sent items!

 

[flybuys]

PM sent - let me know if you received it because I can't find it in my sent items!

Thank you - received and we will now investigate.

 

[get me outta here]

Well done Flybuys rep, it's great to see an apology straight off and such a pleasant and polite reply quickly too. I hope it's easy to resolve.

We're so sorry that you've had this experience, and we will follow this up with our service centre team so that we can share your feedback and investigate further. If you could leave us a private message via this forum with your details, this will help us in addressing the issues you have raised. While we are very disappointed with the service you've received, we're grateful you've made your comments known so we can act on your feedback.

 

[kyle]

However because of the operator's generally surly I then raised the issue of the 20% off coupon on Coles corn flakes that I tried to use last Sunday. it worked at the checkout (i.e. read the docket) but didn't deduct the 20% off. I cancelled the purchase as a result. 'What do you want to do about it?' said Mr Surly. I'd like to make a complaint (with apologies to John Cleese). OK somebody will call you back in 48 hours. I will wait with bated breadth.

I had a 20% off Coles tissues voucher. At first, I thought the discount didn't process, but it was listed as part of the discount section on the docket rather than immediately after the item.

 

[SydneySwan]

I had a 20% off Coles tissues voucher. At first, I thought the discount didn't process, but it was listed as part of the discount section on the docket rather than immediately after the item.

Maybe but it has to take the discount of the total as well. In my case I got all the way to the point where you have to wave the credit card and the total had still not been adjusted. So I backtracked and cancelled the item.

 

[SydneySwan]

I had a call from a Flybuys rep yesterday apologising for the attitude of the call centre operator that I originally spoke to. It has been brought to his and his line manager's attention so hopefully it doesn't happen again. There was no explanation as to why the 20% discount voucher did not work other than that it should have done. Flybuys offered me 2,000 points as compensation. I accepted. Case closed.

 

[kpc]

Hi kpc,

Collect 3,000 BONUS POINTS and receive $10 off your order when you Click&Collect with Coles online (using 'CLICK10' as your promo code) and spend over $100*. Shopping online makes life easier. Use your flybuys number to quickly create your personal shopping list and then have it delivered to car boot when you arrive. Rest assured, freshness guaranteed on all online orders or your money back. Offer valid on orders placed between Tue 10 November and Sun 22 November 2015

On 10 November 2015, i received an email with the above offer. I activated the offer, and on that same day ordered over $100 worth of groceries online to be collected from a Coles store. It has been more than 4 weeks since the promotion has ended (time frame for bonus pts to post) but I have yet to receive the 3000 Flybuys pts bonus....not sure how to chase the missing 3000 Flybuys points but I have PMed the Flybuys rep here....

 

[rainbowgirl]

Good luck getting the points. I've heard of online offers not being paid by the due date. I think there are extra levels of communication involved in this instance and I'm guessing all the messages didn't get through.

Flybuys are getting better at most of their promotions but there is still room for improvement.

Another promotion that doesn't appear to have been credited is the new way of doing Tell Coles surveys. I've got several friends who were offered 50 points for doing the survey and none of them have had any credits since taking up the offer. I haven't received my 50 points offered from August. I've just received another offer of 50 points and I have no idea if they will ever turn up either. I did the survey on the same day the email came in.

 

[flybuys]

Hi kpc,

Collect 3,000 BONUS POINTS and receive $10 off your order when you Click&Collect with Coles online (using 'CLICK10' as your promo code) and spend over $100*. Shopping online makes life easier. Use your flybuys number to quickly create your personal shopping list and then have it delivered to car boot when you arrive. Rest assured, freshness guaranteed on all online orders or your money back. Offer valid on orders placed between Tue 10 November and Sun 22 November 2015

On 10 November 2015, i received an email with the above offer. I activated the offer, and on that same day ordered over $100 worth of groceries online to be collected from a Coles store. It has been more than 4 weeks since the promotion has ended (time frame for bonus pts to post) but I have yet to receive the 3000 Flybuys pts bonus....not sure how to chase the missing 3000 Flybuys points but I have PMed the Flybuys rep here....

For this promotion, some members didn't receive the points within the 4 weeks due to a slight technical hitch with our analytics. We're sorry for this delay of a few days and now expect these points to show in members' accounts by tomorrow.

 

[flybuys]

Another promotion that doesn't appear to have been credited is the new way of doing Tell Coles surveys. I've got several friends who were offered 50 points for doing the survey and none of them have had any credits since taking up the offer. I haven't received my 50 points offered from August. I've just received another offer of 50 points and I have no idea if they will ever turn up either. I did the survey on the same day the email came in.

We're concerned about this feedback. We've followed up with the Tell Coles team who provide the point files to us, and we will advise. It's very important to us that these offers are correctly honoured.

 

[kpc]

Hi kpc,

Collect 3,000 BONUS POINTS and receive $10 off your order when you Click&Collect with Coles online (using 'CLICK10' as your promo code) and spend over $100*. Shopping online makes life easier. Use your flybuys number to quickly create your personal shopping list and then have it delivered to car boot when you arrive. Rest assured, freshness guaranteed on all online orders or your money back. Offer valid on orders placed between Tue 10 November and Sun 22 November 2015

On 10 November 2015, i received an email with the above offer. I activated the offer, and on that same day ordered over $100 worth of groceries online to be collected from a Coles store. It has been more than 4 weeks since the promotion has ended (time frame for bonus pts to post) but I have yet to receive the 3000 Flybuys pts bonus....not sure how to chase the missing 3000 Flybuys points but I have PMed the Flybuys rep here....

Thanks to the Flybuys rep here who sorted this out and manually posted the bonus 3000 pts to my account. ...need to keep all those emails, receipts etc in case the pts don't post. ..and to keep checking to ensure your bonus pts do indeed post!

 

[kyle]

Just checked my transaction history. My 50 points didn't come through either after completing the survey in mid Nov.

 

[flybuys]

Just checked my transaction history. My 50 points didn't come through either after completing the survey in mid Nov.

Thanks for the advice; our apologies for this. We are investigating the Tell Coles points in light of this feedback.

 

[flybuys]

Another promotion that doesn't appear to have been credited is the new way of doing Tell Coles surveys. I've got several friends who were offered 50 points for doing the survey and none of them have had any credits since taking up the offer. I haven't received my 50 points offered from August. I've just received another offer of 50 points and I have no idea if they will ever turn up either. I did the survey on the same day the email came in.

We've completed our investigation which has revealed an issue with the points information we receive from a third party which assists Tell Coles, which explains the points you and your friends hadn't received. We are expecting to receive points information in the near future which will result in the missing points being added to affected accounts. We're sorry for this oversight and we're grateful for you and others informing us which has helped us identify and resolve this issue.

 

[flybuys]

We've completed our investigation which has revealed an issue with the points information we receive from a third party which assists Tell Coles, which explains the points you and your friends hadn't received. We are expecting to receive points information in the near future which will result in the missing points being added to affected accounts. We're sorry for this oversight and we're grateful for you and others informing us which has helped us identify and resolve this issue.

These catch-up points have now been loaded to accounts. Note: they will appear in your transaction history with a "transaction date" which should match when you completed the survey, and with a "processed date" of 6th January. Given transactions are shown in (reverse) order of transaction date, they will appear some way down your list of transactions. If you search by "survey" they will be easily located.

 

[rainbowgirl]

Thanks flybuys for the investigation.

My points have turned up for the surveys and my friends report that their points have shown up too.

Well done.

 

[KLMCM]

Hi, I noticed this thread was started some time ago but thought I would jump in due to the current problem I am having. I am still waiting on bonus points from a x10 points offer for First Choice on 10/12. Base points were posted but still waiting on the 2520 bonus points. After getting no satisfaction talking to two operatives on the "help line" I spoke to a supervisor who advised me to send in my copy of the email. I did so a week ago and am still waiting. It appears from one response I got that the points involved were too high for them to credit them and they have forwarded it to head office. I have had problems with failure to credit bonus points within 28 days before but this is the biggest offer involved and I intend to pursue it to the bitter end. I found the phone operatives to be completely unhelpful and have not received any help from the email line either - they have not even bothered to respond to my last email a couple of days ago. Anyone have any advice? I think if they don't contact me within a day or two I will take it to the ACCC.

 

[flybuys]

Hi, I noticed this thread was started some time ago but thought I would jump in due to the current problem I am having. I am still waiting on bonus points from a x10 points offer for First Choice on 10/12. Base points were posted but still waiting on the 2520 bonus points. After getting no satisfaction talking to two operatives on the "help line" I spoke to a supervisor who advised me to send in my copy of the email. I did so a week ago and am still waiting. It appears from one response I got that the points involved were too high for them to credit them and they have forwarded it to head office. I have had problems with failure to credit bonus points within 28 days before but this is the biggest offer involved and I intend to pursue it to the bitter end. I found the phone operatives to be completely unhelpful and have not received any help from the email line either - they have not even bothered to respond to my last email a couple of days ago. Anyone have any advice? I think if they don't contact me within a day or two I will take it to the ACCC.

We're really sorry to hear of your experience. Please send us your details in a private message and we'll follow up as a matter of priority.