Didn't receive nectar points from the eBay 50x nectar points power hour offer 26/11/21.

[Deleted User]

Has anyone had the same issue? My order confirmation clearly states the 50x points yet they are not paying out. For a month they said wait 28 days from the purchase date and now keep saying I will get a response in 3-5 days but nothing comes of it. Very frustrating with a customer support like eBay. Nectar say only eBay authorise points allocation.

gary892

Yes, I have the same problem.  Anyone who purchased during the final few minutes of the 50x nectar points power hour promotion did not receive the points due to the fact that the eBay system takes a few minutes to process the order.  

I made my purchase at approximately 12:57, well within the power hour time window, yet it shows up in my account as 13:01 and as a result I have received only the standard 300 nectar points, rather than the 15,000 expected under the promotion.

I have wasted countless hours trying to get through to eBay's almost non-existent customer service.  Eventually I was able to get someone who could understand English at the eBay Twitter team and after waiting over a month they have finally decided that they will not be crediting me the points I am owed.  They are saying that I should have bought my item earlier in the power hour to account for "processing time".  I find this utterly ridiculous.

The eBay Twitter team are now outright ignoring me.  The live chat support agents seem to enjoy messing me around for hours on just for the fun of it.  And trying to find somewhere to make a formal complaint or get in contact with someone higher up is like pulling hens teeth.

I am at my wits end.  If anyone can tell me how I should go about taking this further I would greatly appreciate it.

[Deleted User]

gary892 said:

Yes, I have the same problem.  Anyone who purchased during the final few minutes of the 50x nectar points power hour promotion did not receive the points due to the fact that the eBay system takes a few minutes to process the order.  

I made my purchase at approximately 12:57, well within the power hour time window, yet it shows up in my account as 13:01 and as a result I have received only the standard 300 nectar points, rather than the 15,000 expected under the promotion.

I have wasted countless hours trying to get through to eBay's almost non-existent customer service.  Eventually I was able to get someone who could understand English at the eBay Twitter team and after waiting over a month they have finally decided that they will not be crediting me the points I am owed.  They are saying that I should have bought my item earlier in the power hour to account for "processing time".  I find this utterly ridiculous.

The eBay Twitter team are now outright ignoring me.  The live chat support agents seem to enjoy messing me around for hours on just for the fun of it.  And trying to find somewhere to make a formal complaint or get in contact with someone higher up is like pulling hens teeth.

I am at my wits end.  If anyone can tell me how I should go about taking this further I would greatly appreciate it.

I sorted it. I used a CEO email. But as I've deleted all my communications I don't recall what it was. CEO email is your only way to sort this. The telephone support will repeatedly lie. 

Though your case is not like mine so I'm not sure how it would be viewed.

CyberDavies

Good to find others experiencing this (well not good, but strength in numbers I guess!). I started chasing my missing bonus points a month or so after the November 2021 'Power Hour' bonus Nectar points promotion (fortunately you can still find details of the mechanic cached on various sites via a google search, although not on eBay funnily enough).

For the record and to echo comments above, this promotion ran from midday to 1pm on 26th November 2021 (order had to be paid for and confirmed within that 1hr window), and awarded 50x Nectar bonus points on a single 'up to 300 points' purchase, so 15,000 points were the theoretical ceiling. I bought a £750 item that day, specifically because of the offer. I checked the criteria and that I had activated it, the order went through at 12.23pm, and my order confirmation email from eBay (which thankfully I kept) shows that I earned 15,000 Nectar points. It's there in black and white in the eBay system generated order confirmation email, I'd suggest anyone in the same position digs that out if they can, it shows under 'Nectar Earnings' amongst the 'Order Details' section.

I only received the 300 'standard' points, so left it a month or so in case they materialised, then spent a few weeks asking Nectar for help, assuming that as I had the points confirmed in black and white from eBay that it must be a Nectar issue. After repeated promises by Nectar that I would have the points within days, I was eventually directed back to eBay in early Feb. eBay Customer Services asked for the PDF of my order showing the points awarded which I sent, and I have heard nothing back since.

After literally HOURS spent on Live Chats and phone calls I've finally run out of patience, and have just sent a CEO email to see where we go from there, a legal solution being my last option I guess. I still can't decide whether this is just layer upon layer of Customer Services incompetence, or a genuine concerted corporate effort not to honour a promotion, but given that I am clearly not the only one in this situation, I have my suspicions. Anyway, I'll add any developments to this thread.

I can see that the move towards automated customer services and help articles to resolve simple consumer issues on sites like eBay makes sense in 95% of cases, but in the 5% of cases with a bit more nuance it is practically impossible to get any sense out of them, and that's if you actually manage to speak to someone. You'd think the human Customer Services advisors would relish the chance to help genuine users (I've been on eBay since 2005), given the time they must have on their hands thanks to bots now doing most of the work, but it's literally the opposite!!!

Sorry for the essay, had to get it off my chest!

[Deleted User]

It is CS incompetence. When you outsource to call centres in the Philippines and don't train them to deal with system errors like this then you will have frustrated customers. 

CEO email will definitely fix this for you. I can't remember what it was but it was addressed to Adam something. The current head of ebay UK or maybe Europe. Someone on his behalf (as always) got back and resolved it in about 3 emails.