Seething!

pesky_princess

Just wondered what everyones thoughts are on this.
I won a prize on 4th December on Sudocrem's Christmas cracker competition that was an instant win promotion on their fb page.


I will try and keep it quite brief, but I do need to explain the background to it all as to why I am so cross!


The congrats message said to claim prize, which I did, filled out my details for my prize to be sent to me.. by January I had received nothing, so I messaged them on fb to ask when I would receive my prize and attached a photo of my winning message so they knew what the prize was that I won. They answered after a few days and asked for my email address so it would be easier to locate me on their winners database which I supplied. I heard nothing back.. so a few weeks later, sent another message - again they said they would look into it... and again... never heard back.. anyway this went on for a while - they answered one of them again once and apologised for the delay and said they were treating it as a top priority and would get back to me asap *yawn* surprise surprise, they didn't.. so another month later I message again (still being very polite and not in any way complaining btw!) they never ever replied to my last message, so the only thing I could think to do was to post on their wall.
I posted on their wall and explained the whole thing and said I was disappointed etc.. and within half an hour they deleted my post!!!
So not one to be beat, I reposted the whole thing on my own wall but tagging them in it which I knew would make it appear on their wall but they wouldn't be able to delete I because it was my own status.
Bingo!! a couple of days later I get a reply to that status asking me to email an address to resolve it.


Anyway, so I email and tell them how upset I am at being made to feel like a nuisance for trying to get a prize I won in good faith 5 months before.. they replied back:


"Thank you for your email. We apologise that this issue has not been resolved.


Each competition that we run is carefully monitored by our social media team, and we aim to deliver prizes to winners as quickly as possible.


With the competition in question (Christmas Cracker), as soon as a user won a prize, their details were logged in a winners database. There was only 1 red changing bag in the competition and this was won by a user who appeared correctly in this winners list.


Unfortunately (after checking on several occasions), we were unable to locate you in the winners database for this competition which means you are not eligible as a winner for this prize.


However, as a gesture of goodwill in relation to the delayed resolution to this matter, we would like to send you a Yummy Mummy changing bag (availability pending). We hope that you are happy with this solution and continue to enter our competitions."


Ok, so I am still getting a prize... this is good I know, but how the email read it just made me feel like they thought I was lying... they never mentioned anything about the fact there must have been a mistake with THEIR competition (its the only possible explanation unless its THEM lying about me not being in the database).. it just seemed like they were begrudgingly giving me something to apologise for their bad communication over these last 5 months and not because I was actually OWED it from winning!


So I email back -


"I have attached the photo of the screen with the winning message to my email for you to look at - and wondered if you could explain why I got this congratulations message if I was not eligible to win the prize? I entered my details at the time as requested when I pressed the claim prize button so I clearly did everything that the other winner who according to you was eligible of this same prize, but yet I was not eligible?
It doesn't make sense.
Whilst I am happy to finally be receiving my prize, I feel like I am only receiving it as a 'gesture of goodwill' on your part, because of the shocking delay in communicating with me properly over 5 months and not as an actual winner of the prize - which I was! You say people looked for me on the database several times and couldn't find my details - yet nobody got back to me to explain any of this.
I feel, after reading your email and being ignored for all this time, that Sudocrem think I am lying.
On the photo, there is an ID number of my win which I have drawn an arrow to point it out. an ID number surely identifies a win in your system, or what is the point of having an ID number?
In no part of your email do you mention that something could have gone wrong with your competition if 2 people had won a prize where only one is available - you just speak of the other winner as eligible and me not. the definition of eligible is having the right to do or obtain something; satisfying the appropriate conditions. I entered a competition in good faith, received a congratulations message of a prize and filled out the supplied claim form - I believe I met every part of being 'eligible.'
I have been treated very unfairly by being fobbed off and ignored all these months and I am disappointed that you have taken no blame for a competition that was clearly flawed (its the only possible explanation if it is true that my details are nowhere on your database)
I have completely been put off entering your competitions as I cant face the thought of the long road ahead to get the prize if I won.
Just hope you look into how you operate your competitions in the future so nobody else has to be disappointed when they win a prize, only to be told 5 months later they were not eligible (doesn't sound great does it when its said how it is!)"


I just didn't want to say nothing when I had a horrible feeling they thought I was lying... so a short while later, I get a reply... not acknowledging anything about their competition having a fault.. but see if you agree... they may as well just have said it outright that I am lying:


"We have received proven cases of users fraudulently trying to claim prizes via photoshopped screenshots or reused screenshots from other winners who have posted them on forums. We are not drawing any conclusions from this, just making you aware of the background and hope that you appreciate we have to very carefully judge the circumstances of these issues. Unfortunately, your details do not appear in our winners database and therefore you are not classified as a winner of this competition.


The decision on this case is now final. If you accept the resolution for the delayed nature of this matter, I would be very grateful if you could supply your postal address so that we can supply a changing bag in due course."


So! I say they are tarring me with the same brush as these other supposed people who have fraudulently tried to claim prizes they didn't win!! He was careful to say he was not drawing any conclusions, but he obviously is!! I am so cross!! I have to accept MY prize now on the basis of it not being a prize, but a sorry for the poor communication and that's all... I am so angry.. gobsmacked... and feel like absolute rubbish because of the whole thing!
Would I really drag something out over 5 months if I were a fraud? No.. i would have took the hint that i wasn't getting a prize, knowing i didn't actually win it in the first flaming place, after asking about it once... the whole thing became about principle at being fobbed off over and over and being upset at not getting a prize i won in good faith.
I certainly wont be entering any Sudocrem comps ever again. I think its disgusting on their part.

skintpaul

I've had similar situation, on twitter- supposedly won a dvd and signed goodies for a movie. gave my address, but nothing received.


The promo team no longer tweeting, or responding..

mother-clanger

Really annoying, no-one likes to be made out to be a liar. I have entered Sudocrem comps in the past but I don't think I will be entering anymore.

oliveoyl

Blimey. I'd tell them to shove it, but then I'm not as diplomatic as you have managed to be for months.

toniq

I'd be seething and would make a formal complaint to their head office.

MoralDilema

i wouldnt waste my time with it all

you're getting a bag, so a prize of sorts, no need to kick up

mother-clanger

I don't think it's the prize that's worrying Pesky......it's just the knowledge that someone thinks you're lying...it's infuriating.

I remember taking my son to Pizza Hut when he was 12 for the buffet. A child buffet was cheaper, for up to age 14. The waiter didn't believe my son was only 12 'cos he was nearly 6ft tall. I had no proof on me, but they let me have the meal for the cheaper price, obviously begrudgingly. I still remember how I felt seeing the waiter whispering to another member of staff whilst staring at us across the room, still makes me angry to this day when I remember it....and it was 9 years ago!

bullshot

I do not like their tone at all.
Totally agree with you....I would email Sudocrem.I won with Aldi and did not get my prize .I went in to the local store and the manager agreed said he would help as it was not very good at all and he made a fuss, then the area manager made a fuss and eventually I got the prize. I was told their Facebook page is operated by a marketing company and not Aldi themselves that's is why the store were keen to help .When Aldi Facebook finally sorted it they did apologise with a £5 Aldi voucher.

pesky_princess

MoralDilema wrote: »

i wouldnt waste my time with it all

you're getting a bag, so a prize of sorts, no need to kick up

I see what you are saying, I should be happy with a prize, (even though I have had to wait 5 months for it!) but it just feels like its not even about the prize now.. I am an honest person, and I am mortified that they are insinuating that I am a fraud - which amounts to being a liar. I don't care how they worded it, that is basically what they are saying. If they didn't think I was one of these fraudulent people claiming a prize I hadn't won, then they would have admitted that their was an error in their competition, but even though I have pointed out that fact they still have not acknowledged this possibility - They thought I was a fraud and so ignored me thinking I would go away until they had no choice but to answer me because it was in public for all to see.
I think its awful to treat someone like that. They also didn't answer where i asked about the ID number - this ID number surely serves a purpose?
For such a big company I think they have treated me badly.
If you were accused of lying or being a fraud, would you just let it go? I have done nothing to deserve being treated like this.

Blulu

I'm torn about this. 3 points:

1) I think you handled it all brilliantly. Especially the bit about writing on your FB page, and tagging them, so they can't delete it. I'm going to remember that. But also what you said to them was fair, honest and tactful.

2) If I was in your shoes I would also feel upset at the thought of being unfairly accused.

3) But, as an outsider, I can also sort've their point. My guess is they had a problem with the comp, and it blipped, dropping your name, and possibly others, in the process. Added to that, they have have had fraudulent claims, assuming you/we believe them. It could be that there is a connection between the fraudulent claims and the blip. Perhaps they lost data, while trying to sort out the genuine from the fake. Perhaps they lost it all, and decided to pick another winner - hoping that would magically make it all right.

If they really thought you were making it up, I don't think they would be sending you anything. I think what they are saying is they know of one legitimate winner. They are giving you the benefit of the doubt, probably because they believe you. But they don't want to take responsibility for any errors, in case of potential legalities opening up for them.

Blu X

cinders59

totally agree, I won on FB a while back it was just a bottle of comfort perfumed water you put in an iron, but never received it, they ignored my PM's so in the end I posted on their wall twice and then as you did on my FB page tagging them in, eventually they sent it, It is the principle of it, you enter in good faith and they should send out the prize in good faith