Nectar not crediting points

Twobluemountains

Hi All, just wanting to know has anyone come across an issue with Nectar. Few months back I started tracking my points awarded to me when I shop at Sainsburys. Quickly I found out they don’t always credit all your bonus points. Eg - 50 points if you buy 4 pint milk but it never got credited. I rang nectar and they told
me I have to wait for 28 days to see the points in my account. After 28 days nothing appeared so I rang again and they said send us the receipt and will credit the points and I did and also raised a complaint because it kept happening. It’s not just for me but on my husbands card as well. They closed the complaint as resolved because they credit the points but the issue is not fixed and we both having to always check whether points have been credited. Surely as a reputable organisation you would want to trust them to do the right thing and we don’t know for how long they have been dogging by not giving bonus points for small purchases like this and saving. I only go to shop there for my bonus points because it makes it worth but if they are doing this to customers surely they are cheating . Has anyone else experienced or noticed this?

jon81uk

I've not had an issue when its a specific item such as 50 points with milk and I've saved the offer in the app.
I get the app notification when leaving the store that the points have been applied.
You do need to rememebr to save all the offers each week though.

Only issue I once had was when it was a X points when you buy jam or spreads and whatever I bought didn't trigger it and I had to ask.

Twobluemountains

Thank you. We both have saved our offers and it still there despite using it. This keeps happening 

JGB1955

Are they points that specifically need you to use 'Smart Shop' rather than going through a manned till?

Mnoee

From the T&C - 

Sainsbury’s Digital Nectar Bonus Points Terms & Conditions 

Digital Nectar coupons available to primary Nectar account holder only.

Meaning additional account holders shouldn't be getting them. I know you said it's affected you both, but according to the terms it should affect one of you all the time and one of you never. Are you definitely scanning the primary account holder's card every time? 

Twobluemountains

@JGB1955, we both use smart shop

Twobluemountains

@Mnoee we have separate cards which we had before got married and we carry on using them. We got our cards linked and both of our accounts gets offers sent. 

GillyLucy

I have had exactly the same problem 3 or 4 times in the last 6 months, always with Vittoria tomatoes. 

Twobluemountains

@gillette147 for us it seems to be milk or crumpets or bread etc. unless you keep a track record of it and remember to call them after 28 days you end up loosing a lot of points. So far we have had to ask for over 400 points which makes me wonder how much we may have missed out in the past when we weren’t tracking 

JAG

I have also experienced it a few times.

Bonus points on certain items that when purchased fail to get the bonus points but the offer is still in your saved offers.

It must be they are not picking up your purchase of the item so it doesn't add the bonus points.

Twobluemountains

@JAG agree it’s the same issue so I wonder how many points are missed like this. nectar is not interested in fixing this and Sainsbury’s as a supermarket tells me it’s nectar’s problem. In the end they are saving a lot of money by not awarding these points to customers. How do I take this further?