M&Co Reward Voucher

jools61

My daughter has a M&Co loyalty card. She received a reward voucher in the post for £15, following a recent shopping spree. When she went to put in the voucher code online, it said the voucher had already been used. We couldn’t see how, as it had only arrived the day before and no-one else had access to the code. But the envelope flap was unsealed when it was delivered. We assumed that someone must have opened her mail and copied the code. The thought that someone had opened her post and used her reward voucher code caused a lot of stress and worry. 

She contacted M&Co, but they took several days to reply. In the meantime, several days of worrying ensued about who was stealing her post. When M&Co replied, they said it was one of a faulty batch of vouchers. A replacement voucher was sent to her, but now the amount was reduced to £5. They’re saying the £15 one was sent in error, and that she hadn’t earned enough points for it. 

If she was sent £15, shouldn’t they have honoured that amount? Because of their mistake, and failure to notify customers who were sent the wrong codes, they’ve caused her unnecessary stress, anxiety and inconvenience. The problem is that they led her into thinking she could spend £15, so she’d put all the items she wanted in her online basket. But due to the hassle of the code not working, the order never went through. Now to be told she only has £5 has been a big disappointment. It’s not enough to pay for any of those items. It’s a bit like giving someone a birthday present and then taking it away. 

Aylesbury_Duck

jools61 said:

My daughter has a M&Co loyalty card. She received a reward voucher in the post for £15, following a recent shopping spree. When she went to put in the voucher code online, it said the voucher had already been used. We couldn’t see how, as it had only arrived the day before and no-one else had access to the code. But the envelope flap was unsealed when it was delivered. We assumed that someone must have opened her mail and copied the code. The thought that someone had opened her post and used her reward voucher code caused a lot of stress and worry. 

She contacted M&Co, but they took several days to reply. In the meantime, several days of worrying ensued about who was stealing her post. When M&Co replied, they said it was one of a faulty batch of vouchers. A replacement voucher was sent to her, but now the amount was reduced to £5. They’re saying the £15 one was sent in error, and that she hadn’t earned enough points for it. 

If she was sent £15, shouldn’t they have honoured that amount? Because of their mistake, and failure to notify customers who were sent the wrong codes, they’ve caused her unnecessary stress, anxiety and inconvenience. The problem is that they led her into thinking she could spend £15, so she’d put all the items she wanted in her online basket. But due to the hassle of the code not working, the order never went through. Now to be told she only has £5 has been a big disappointment. It’s not enough to pay for any of those items. It’s a bit like giving someone a birthday present and then taking it away. 

How much does she want, to put things right?

They've made some errors, and they are permitted to correct those errors.  They have no obligation to honour an offer made in error.  Her "loss" (and it's not a real loss, just a perceived one), is £10.

Diamandis

They dont have to give out another £15 voucher, it's nice they've sent a £5 one though.

sheramber

The fault was that the voucher stated £15 instead of £5. 

calleyw

jools61 said:

 Because of their mistake, and failure to notify customers who were sent the wrong codes, they’ve caused her unnecessary stress, anxiety and inconvenience.

Seriously? Its annoying but nothing more.  If something like this causes that sort or reaction how will she cope with a serious issue.

And yes I have before you start.  My husband almost died from a bleed on the brain and spent 3 and half months in hospital and was left disabled. And guess what I got on with daily life and went to work etc.  It was draining going to the hospital everyday for that amount of time.  But I did it with no support or help from anyone else. 

sheramber

it is no different form seeing an item on sale for £X but when you get to the till the assistant says 'sorry, that price is not correct. it is £Y.


https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-is-advertised-at-the-wrong-price/

jools61

calleyw said:

jools61 said:

 Because of their mistake, and failure to notify customers who were sent the wrong codes, they’ve caused her unnecessary stress, anxiety and inconvenience.

Seriously? Its annoying but nothing more.  If something like this causes that sort or reaction how will she cope with a serious issue.

And yes I have before you start.  My husband almost died from a bleed on the brain and spent 3 and half months in hospital and was left disabled. And guess what I got on with daily life and went to work etc.  It was draining going to the hospital everyday for that amount of time.  But I did it with no support or help from anyone else. 

Well I won’t be thanking you for your advice, as you didn’t offer any. You don’t have any right to be judging my daughter, without knowing her or all the facts. Perhaps you shouldn’t jump to conclusions so quickly. The stress was caused by the fact that her post has gone missing and it has happened before. I didn’t go into detail in my post but someone was seen going through her shed at night, that would be enough to put anyone on edge.  

I didn’t need to know about your husband or how you cope.  FYI my daughter is recovering from a hit and run accident, which has left her permanently disabled. So she has had to cope with a serious issue, but of course you wouldn’t know that. And yes, I’ve had to cope with no support or help from anyone else, but unlike some people I didn’t come on the forum to get sympathy.

 

sheramber

 Because of their mistake, and failure to notify customers who were sent the wrong codes, they’ve caused her unnecessary stress, anxiety and inconvenience. 

That sounds  like looking for sympathy  to me.

jools61

sheramber said:

 Because of their mistake, and failure to notify customers who were sent the wrong codes, they’ve caused her unnecessary stress, anxiety and inconvenience. 

That sounds  like looking for sympathy  to me.

Sheramber - you’re entirely mistaken, it was just a factual statement about the stress it caused. My daughter does suffer from anxiety. The reason I mentioned it was because I needed to know whether the stress and inconvenience were a reason to complain. This forum category is, after all, about consumer rights.

In all honesty I was just looking for advice, not sympathy. People are misreading things because someone else took it upon themselves to post a judgmental comment. 

All I wanted to know if there were reasonable grounds for complaint, but this has now been answered. I have accepted the advice given, so will not be pursuing a complaint. 

Bradden

Advice? Move on and let go of the stress.

jools61

I have moved on. End of.