Sainsburys nectar - double up

Contemplation

Just a little bit of information regarding Nectar.

The staff in the store do not have much to do with Nectar as it's almost completely separate. I know Sainsbury's staff that are having a hard time getting their own points because of individual app problems.

They can add points if you, for instance, forgot your nectar card and bring in a receipt, but they can't solve problems to do with much else.

Yesterday, an elderly lady had converted £40 into an £80 voucher and then "unsaved" it before the checkout. There was no return of the £40 on the app. No-one knew what the unsave button is actually meant for, but presumably it only makes some sort of sense if someone decides not to spend the voucher and wants the original points back. Perhaps, she's got them back now or they have been lost for good. Either way this is nothing that store staff could help with plus they are completely swamped with their own jobs so adding another set of service skills wouldn't make sense anyway.

I also know that some shoppers are being very rude over really daft things- things that they have done incorrectly themselves or that are completely beyond the staff member's or manager's control.

I do understand the frustration as I feel it myself regularly, but please remember that the faces in front of you are often powerless and the major problem is how the organisation itself has been set up with the people who can make the changes you need not being as accessible as shop staff.

Finally, staff are aware that, as this thread shows, such targeted offers can be devisive but again, like self-checkouts and other controversial issues, they do not make policy, not even the managers.

Most customers are great, but if you are someone that loses ther rag a bit then please remember your thoughtless comments can ruin the day and upset people who go through the same problems themselves.

SamDude

I took up this Nectar Power Up offer and redeemed for 2x £40 and 1x £20 coupons.
I had the three Power Up coupons added to my Nectar app, and used the two £40 coupons (in two different Sainsbury's stores).
I know I had the £20 coupon left but when I checked the app a few days ago, it had disappeared.
I've definitely not used it, and I have not 'unsaved it'.
My Nectar activity also confirms that I've not spent £20+ and collected 20+ points at Sainsburys (e.g. confirming that I have not scanned my Nectar card and used the £20 coupon).

I have reported it to Nectar CS, and they have said it will be escalated - but I wanted to check if anyone else had experienced this so I have more evidence if I have to fight it...
Has anyone had Nectar coupons disappear from your account? Should I expect Nectar to resolve this before the 24th December when the offer ends?

grumpyoldwoman

The offer ended 24th November so you must have exchanged your points for coupons before then, and then the coupons only lasted a month before they expired. If you didn't use your £20 coupon before the date on it then it would have expired and disappeared from your app.

Flugelhorn

grumpyoldwoman said:

The offer ended 24th November so you must have exchanged your points for coupons before then, and then the coupons only lasted a month before they expired. If you didn't use your £20 coupon before the date on it then it would have expired and disappeared from your app.

this is likely to be the case I suspect - the offer started about a week before (ish) and you if you got a voucher on day 1 it would have had to be used by rather earlier than 24.12

SamDude

I got the coupons on the 24th November (which was the last day to redeem), so they are valid until the 24th December.

My wife redeemed her coupons on the same day and has her unused coupons still showing in her Nectar app (with 4 days remaining to use them).

musol

I got 5 x £20 power up vouchers. Tried to use 4 in an online shop (well before expiry). OK, fair enough I was only allowed to use one as per the terms. However, the other three vouchers simply disappeared from app and online. I'm £60 down effectively and it's not as if the points have been reimbursed. Nectar said they'd escalate and haven't come back to me. Neither have Sainsburys. Their systems should prove I ordered 5 vouchers and only used 2.