Sainsburys and Nectar Points

DCFC79

Helix wrote: »

Yep they were useless at telling us checkout staff anything, unless you worked in the mornings when the meetings happened. Otherwise we were rarely told about changes in policy.

im pretty sure i wasnt told when i at JS that getting a supervisor would sort it,

i know what you mean about not being told much about policy changes

Guerins

Sainsbury's_Company_Representative wrote: »

Hi Guerins, I'm sorry you weren't able to spend your points in a store you hadn't shopped in before. With our current IT system, it's correct that you need to have swiped your card in the store your want to redeem your points in, within the past 60 weeks. Of course we do all sometimes shop in stores we haven't previously visited, and because of colleague and customer feedback like yours, last December we started a new process to enable a work-around solution at the Customer Service desk.

In your case, the colleague should have called their supervisor, who would have brought you over to the customer service desk, where after a quick call to Nectar, to check your points balance, you could spend the points you chose to redeem in £2.50 blocks. (500 points). I'm sorry this didn't happen and I do appreciate your frustration and questions on this. If you can let me know which store you visited, we'll remind the team there about this to avoid your situation happening again. Thanks for posting and I hope this helps!

Thank you for this interesting reply.

As you can see if you read the original post, Nectar told me there was this workaround and that it had been instigated at Sainsbury's request so that a simple, non confrontational system that solved the issue there and then could be used.

As it happens I received a letter from a John Mcphail (Customer Manager) this morning, in reply to a call a couple of days ago, sent from Sainsbury's at their Holborn address.

He says " I am sorry you were not able to use use your Nectar card and I understand that it must be disappointing for you as you weren't aware that you had to have shopped in the store before you could do this"

"This is a security issue and is in place to prevent fraudulent use of your Nectar card. However,as discussed on the phone, we are aware that system doesn't suit some of our customers. With this in mind, I'm happy to say this system is currently under review"

There are a couple of issues here. If you have the authority to remind your customer service teams re this issue, then perhaps all the teams need reminding. Also the letter I received says it is a security issue, but does not say why. What in effect this does is to make a disincentive for your customers to shop with Nectar points in stores where they have never visited.

If you wish to send me a pm I will be happy to furnish you with the details you require, as I perceive this is an internal matter and not for this forum

Regards

Guerins

Sainsbury's

Hi Guerins, we’re unable to PM you although if you could call the number in our profile and ask to speak to the Social Media team, quoting the reference number at the top right of your letter from us, we’ll be able to take the details from you.

Thanks!