Woolworths Rewards Discussion/Dispute Resolution

[rainbowgirl]

There are at least 4 methods of resolving issues with the new Woolworths Rewards program.

At this stage I'm don't know the best way to resolve issues and I'm inviting members to share their stories here. Hopefully we can figure out how to get the rewards we want.

There have been some technical issues with the latest round of offers. I'm guessing Woolworths are aware of some of these but hopefully they are also prepared to work with members on a case by case basis until some of the more complicated problems are resolved.

There are 3 ways listed in Woolworths Rewards accounts to get in contact with staff.

The first contact method is the call centre. The hours are listed in the account records. If you need to speak to a tier 2 support person (supervisor) you may have difficulties getting in touch late at night even when the call centre is open. I don't know about the weekend hours. The supervisors can access more information on your account than the call centre staff so if you are not satisfied with the information you are given, ask nicely to be referred to a supervisor. Remember that the staff are probably learning the system just like us so be pleasant with them while they figure what they need to do to help you with your rewards issue.

The second method is "live chat" which is only available during specific hours. I've used this system before in the old program but not with the new program. You can probably take screenshots to get a record of the dispute if the problem can't be resolved on the initial chat.

The third method is a "Contact Us" form. You'll have to input all your membership details and contact number and email plus a summary of your issue. The response time will fluctuate depending on the number of other people using this feature. It's too early to figure out an average response time yet but please let us know your experiences.

There is also a fourth method. You could try using the "Visitors Posts" or "Private Message" functions on the Woolworths Rewards Facebook page. This requires giving your Facebook account details to the Woolworths Rewards social media staff. They will then be able to track everything you put on Facebook and know which Woolworths Rewards member has made the comments. There are privacy issues here so make sure you are comfortable with the nature of Facebook before you use this method.

I'm in the middle of helping a friend resolve an unusual issue with her Woolworths Rewards offers last week. Once I know the results I will let you know how things went with the "Contact Us" email option.

Let us know how you went getting your missing points and missing Woolworths dollars.

 

[Himeno]

I have sent them a number of emails with that contact form over the last 2 months. Have not gotten anything back.

 

[rainbowgirl]

I have sent one enquiry using the contact form since the new program began. I received a reply but it was about a week before I got a response. The previous contact form system was hit and miss but hopefully this one will work better.

 

[rainbowgirl]

The automated email response from the contact form says that they aim to respond to the enquiry within 72 hours. There is also a reference number provided in the confirmation email.

 

[Meggsy]

I had a number of issues in the back half of 2015 with points not posting. I used the contact us form, provided all of the details of the offers and the purchase and was successful each time in resolution with no further follow up required. I have not had any need to use it since the program changed though.

 

[rainbowgirl]

I don't have a Facebook account but I decided to check the page to see what feedback had been given on the recent targeted offers. I only had time to read as far back as January 27 but there was some interesting stories in the Visitor Posts.

Some members were invited to use the private message system in Facebook in order to resolve the disputes they had encountered after completing the required spend for their targeted offers. At least one member posted on the public page to say they had been successful in getting a good response from Woolworths Rewards and their account had been adjusted correctly.

The types of problems varied but there was a certain amount of consistency to suggest that some particular problems happened multiple times. Some members didn't get their Woolworths Dollars after completing their spend. Some members got less Woolworths Dollars than they were supposed to.

Woolworths Rewards sent some of the offers out too late and members received them after they had completed their large spend for the week. This spend was inside the offer period but under the "fine print" doesn't qualify as the offer hadn't been activated at the time of the transaction. At least one member got their Woolworths dollars credited in this situation due to the technical issues. If this happens to you, please raise a dispute using one of the methods above and let us know the outcome.

It appears that all the sections of Woolworths Rewards aren't communicating effectively at the moment. One member gave the reference number from their "Contact Us" form enquiry but the social media team weren't able to track the case using this reference number.

Remember, if you are going to use the Facebook method, please consider all the possible privacy and security issues.

 

[rainbowgirl]

The good news is that my friend received an email reply from Woolworths Rewards within 24 hours. The bad news is that it was a generic reply. The good news is that the majority of issues with the current round of offers for Woolworths Dollars and QFF points will be resolved on February 10. The bad news is that the system probably won't recognise that my friend qualified for her Woolworths dollars and we'll probably have to start the dispute process again.

For some reason my friend received two targeted offers from Woolworths Rewards. The first one she received was get $15 off instantly for a spend of $135 in one transaction. The second one she received a few days later, for the same offer period, was $25 Woolworths dollars for spending $135 across multiple transactions. She wasn't able to qualify for the first offer but qualified for the second offer. Woolworths sent out the second offer well after the offer period began and after my friends first transaction for the week. Due to some of the terms and conditions in the email we don't know whether this initial shop will be counted towards the second offer.

I know it was a generic offer partly due to the wording and partly due to the fact that the email didn't address the second problem my friend mentioned in her email which had to do with an issue with Woolworths Petrol. We'll have to chase this up later as well.

 

[rainbowgirl]

It's now the 10th of February, which is the date that Woolworths Rewards said they would fix up all the errors from the first round of targeted offers this year.

My friend still hasn't received her Woolworths dollars yet. We'll give it until tomorrow night and then if the credits haven't appeared we'll chase it up again.

 

[rainbowgirl]

My friend received her Woolworths dollars today.

If anyone is waiting for the bonus dollars or points from the second week of the promotion, they should be credited by Friday 19 February.

The second "contact us" form was sent on Thursday morning and the reply email from the customer service centre was received today (Monday).

The manual credits can be seen in the "My Activity" listing. Hopefully the Woolworths Dollars will be applied correctly at the next transaction at Woolworths.

 

[Mr_Orange]

I hadn't received my points from the first week shop (w/e 31st Jan) so I called up yesterday. Very friendly and understanding person on the phone who said that WOW had had problems with the first points offer. He assured me all points would be credited by the 21st Feb and that the points from the second week would be in by 19th Feb.

Now that I also have my petrol points from December, I'm hoping I don't have to call again and that WOW have ironed out the gremlins with the new QFF points earning system.

 

[TerryW]

Confused about points posting.

Just checking on my Woolworths Everyday points balance at the bottom of shopping dockets,12/09/16=1,984>15/09/16 balance drops to 52,then next two transactions continue as normal.22/09/16=248,28/09/16=372.
I have not made any redemptions or transfers to Q.F.F. I sent an email to W/W for any sort of explanation but have never received a response,does any one have any ideas on how this would come about.
Thanks
Terry.

 

[oz_mark]

Re: Confused about points posting.

Just checking on my Woolworths Everyday points balance at the bottom of shopping dockets,12/09/16=1,984>15/09/16 balance drops to 52,then next two transactions continue as normal.22/09/16=248,28/09/16=372.
I have not made any redemptions or transfers to Q.F.F. I sent an email to W/W for any sort of explanation but have never received a response,does any one have any ideas on how this would come about.
Thanks
Terry.

When you pass 2,000 Woolworths Points, they are converted to 10 Woolworths Dollars, and 2,000 Woolworths Points goes away.

The 10 Woolworths Dollars will then be redeemed for a discount, or converted to Qantas Points in December, as per your choice.

Does the receipt say anything about having $10 available. Otherwise, login to your account and check there.

It is a confusing system.

 

[TerryW]

Re: Confused about points posting.

Thanks for the info,i have checked the WW account and dockets to confirm the details and they correct.A bit confusing as you say.
Terry.

 

[Himeno]

Re: Confused about points posting.

When you pass 2,000 Woolworths Points, they are converted to 10 Woolworths Dollars, and 2,000 Woolworths Points goes away.

The 10 Woolworths Dollars will then be redeemed for a discount, or converted to Qantas Points in December, as per your choice.

Does the receipt say anything about having $10 available. Otherwise, login to your account and check there.

It is a confusing system.

If QF is selected, they shouldn't be saying that you have $x off the next shop like the current messaging says. The current messaging is misleading and causes confusion. I contacted them about it within 2 days of the program change. They don't appear to understand the issue.

 

[rainbowgirl]

Re: Woolworths Rewards Dispute Resolution Process (Missing Points)

If Woolworths Rewards say they will manually credit missing bonus points, keep an eye on your account until the points have been posted. If the missing points haven't been credited after about 4 days, chase them up again.

I've seen at least two cases now when Woolworths have said they will credit points and the credit hasn't happened until after several follow up attempts from members.

If more than 2000 points are credited, it takes another working day before the points get transferred to the member's chosen reward type.

 

[franjelley]

points not posting for online purchases

for the last two invoices i received no points. I used online chat and Moses told me they had been having some trouble with the software but that he had been told it has been fixed. He entered the points manually. It was a very easy and painless process. I love online chat!! so i recommend this method. My email had gotten no response.

 

[rmckay01]

Re: points not posting for online purchases

I had the same problem with my last shop, haven't contacted them yet but looks like the online chat is the way to go

 

[edcba]

Re: points not posting for online purchases

They also respond to email messages. Like the others, my last two Woolworths Online orders had to have points entered manually. I'm told that the problem has been reported to Woolworths IT department.

 

[Dr Ralph]

Re: points not posting for online purchases

Have had the same problem and its not the first time either.

As I have said before WATCH CAREFULLY EVERYTHING THAT WOOLIES DOES.

 

[rainbowgirl]

Re: points not posting for online purchases

This type of issue has happened with Woolworths online as well. It usually happens in the weeks after the rewards program changes something and not all Woolworths online accounts are updated.