Nectar - how to reclaim lost points (call centre staff don't understand!)

Nasqueron

As brief as possible:

Tried to order wines through Nectar Wine Club (orders go to Laithwaites). You apply points at the checkout to knock off the cost before you go to the final payment - these are withdrawn from your account BEFORE you go through any of the credit card verification stages. Got email saying x thousand had been used immediately but the order site crashed loading the credit card verification bit. Went back to the site, boxes still in the basket but all points gone.

Called Laithwaites - order not created (and I didn't get an order email)
Called Nectar - the call centre guy didn't have a clue what it was, obviously looked up some script and started telling me what the wine club is.... Eventually supervisor came on, said points will be reallocated with 24 hours
Used the online contact thing, first told it was 28 days for points, then after I asked why I was told it was 24 hours earlier, they said it was 24 hours.
Left it another day (Friday now), again contacted them online, this time told to chase Laithwaites, told them again, I had done this already, no order. Told I would get an email from a supervisor when they had looked into it - no email as yet

Does anyone have a contact number or email for someone who actually understands the system and English sufficiently that they understand what I am asking or any experience of how long it will be for a refund of the points given it's easy to prove there is no order placed?

Thanks

Lisbon

Summarise your complaint much as you have above, but leaving out the frustration (at least at this stage!) and then post the question on Nectar's Facebook page.

Nasqueron

Lisbon wrote: »

Summarise your complaint much as you have above, but leaving out the frustration (at least at this stage!) and then post the question on Nectar's Facebook page.

Should have thought of that lol, I've PMed them with the details after posting on the their page, be nice to get the wine for Christmas, we shall see!