Nivea? Help & Advice Please! Update!

hannahp

Update without bumping 26/01 15.49pm
I have received an email from Nivea with an apology of sorts & basically the response suggests that the original email was an auto response in any event!

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Following on from this Post >>> https://forums.moneysavingexpert.com/discussion/5157294

It wasn't a scam It really was from Nivea Thanks for all the advice

So I need help please with:-
What comp could it be from ? (I have no clues, except Nivea)

But they are being very weird about it & some advice may well be needed

To explain:-
I contacted them immediately on the 20th (To confirm authenticity, as I was concerned about Phishing etc) through the email link on their website & got an auto message saying 5 to 10 days for a reply from relevant department.

However on the 22nd I got a reply email to confirm it was them & to click on the link provided in their original contact email.

I then replied within a couple of hours to explain the link no longer worked & could they send another or I would email my details.
(I confess I may have clicked on the link on day one, I just cant remember)

On the 23rd (Friday) at 5pm I got an email basically saying NO they couldn't do that (something about the link expires) & now I quote them "Apologies we are unable to help you further."

I have emailed them back expressing confusion & asking why are they unable to help me, along with a brief description of the chain of events over less than 3 days with the mitigating fact that by 'checking with them' I only tried to protect myself online & how can one be penalised for this?

So we will see ?

But I am quite honestly Gob-smacked & a bit angry :mad:

snakepilsen

That's no way to treat a lady.

monsieur_epargnant

Any info on the company representing Nivea? They often use agencies working on their behalf who are bound by self regulation guidelines. Like making access and communication with you fair. You version certainly does not sound like a 'fair' experience to me personally.

The IPM (Institute of Promotional Marketing) link below may prove helpful as they have a legal help team too and an open member list you can check the agency against their membership.

Otherwise register a complaint with Advertising Standards Authority who administer for the CAP (Committee for Advertising Practice).

http://www.theipm.org.uk/
http://www.asa.org.uk/
(CAP link at the top of the ASA website)

snakepilsen

Strange case

mjm3346

A while ago there was something on their FB page about pre-registering for "free" samples maybe connected to that or some other marketing confirmation and details simply deleted from their system if there was no response?

If you don't know what it was I am not sure what you can make a complaint about.

hannahp

mjm3346 wrote: »

A while ago there was something on their FB page about pre-registering for "free" samples maybe connected to that or some other marketing confirmation and details simply deleted from their system if there was no response?

If you don't know what it was I am not sure what you can make a complaint about.

Thanks All & thanks mjm3346

I know where you are coming from with the 'if you don't know what it was'
The thing is their 'confirmation' email mentioned "entry you made to an online competition or subscription for NIVEA" So as I haven't subscribed except through comp entries, I am rather hoping its a win.

But the search facility is not throwing anything up for Nivea ending since say 1st of Jan (presuming here that any comp gets drawn/notified within 3 weeks-ish)

I am curious as to what it might be and how weird to start a 'confirm your details' correspondence & then go all customer dis-services/computer says no! on me

mjm3346

hannahp wrote: »

Thanks All & thanks mjm3346

I know where you are coming from with the 'if you don't know what it was'
The thing is their 'confirmation' email mentioned "entry you made to an online competition or subscription for NIVEA" So as I haven't subscribed except through comp entries, I am rather hoping its a win.

But the search facility is not throwing anything up for Nivea ending since say 1st of Jan (presuming here that any comp gets drawn/notified within 3 weeks-ish)

I am curious as to what it might be and how weird to start a 'confirm your details' correspondence & then go all customer dis-services/computer says no! on me

The subscription bit might be a subscription to their newsletter or something like this (which is closed but there have probably been others like it)?

http://www.nivea.co.uk/experience/ext/en-GB/nominator