Zilch rewards

jo901288

I use Zilch (mainly the Pay Now to get the rewards). I built up my rewards to just over £180 and used this to pay towards some internal doors (with the rest being paid over 6 weeks). When the doors were delivered they were the wrong size so I sent them back to Wickes for a refund. As they were delivered by 2 different couriers the refund was made in two separate amounts (£134 and £135). The first refund was used to pay the remaining balance (I ordered other things as well as the doors) and £8.75 was refunded to my bank account leaving a zero balance. From the second refund of £135 I only received £33 and enquired about the remaining £102. I was told that a further refund of this amount was being processed and I'd receive it within 48 hours. When it didn't appear in my account I queried this with Zilch and they said that, because I'd cancelled the order, I wasn't entitled to a full refund and the balance wouldn't go back on my Rewards balance (so I've basically lost £102). I have asked for a formal complaint to be raised but wanted to check if I have a case for complaint? They did point out that their Help page states that any Rewards used would not be refunded if a customer cancelled an order. Any advice would be gratefully received thank you

born_again

Refunds go back to the same method as used fir paying. So can see why the are crediting the £102 back to the rewards balance.
Not sure why you think you have lost £102 as it is beck where it started.

callum9999

born_again said:

Refunds go back to the same method as used fir paying. So can see why the are crediting the £102 back to the rewards balance.
Not sure why you think you have lost £102 as it is beck where it started.

They probably think that because they were specifically told that...

Looking at the website, it does specifically state that you don't get rewards refunded if you cancel the order. By wrong size, do you mean you made a mistake or they sent the wrong size? If it's the latter, I'd keep pressing for a goodwill gesture.

Seems like a very dodgy way to run their rewards though!

jo901288

It hasn't gone back where it started as they haven't refunded the money back onto my Rewards balance. They told me that any refund received from transactions using my rewards amount isn't put back onto my Rewards balance. Thanks for the reply Callum it was my fault for ordering the wrong size so I'll just hope that they offer a gesture of goodwill (especially as a member of their own team confirmed that the refund was being processed and stated it would be for £102).

crumpet_man

Too late now I know but I recommend not saving up rewards like this, same for Quidco, top cashback or anything where you do not get something extra by not cashing out as soon as possible.

I've had about £200 from Zilch and redeem frequently.  Paying Octopus Energy is an easy way to use the rewards.  There are a few other energy suppliers available too.

jo901288

crumpet_man said:

Too late now I know but I recommend not saving up rewards like this, same for Quidco, top cashback or anything where you do not get something extra by not cashing out as soon as possible.

I've had about £200 from Zilch and redeem frequently.  Paying Octopus Energy is an easy way to use the rewards.  There are a few other energy suppliers available too.

Thanks that's really good advice re Octopus Energy as I'm with them so it's good to know thank you