Most of us collect loyalty points from various companies, our purses/wallets are full of them.
Why do we collect them? well I collect them one for a reward for being a loyal customer and two to help in these times of increasing price raises and no increase or little increase in wages.
I collect Nero’s stamps and always have a couple of full cards in my purse, I also collect Tesco’s, boots and redspottedhanky.
I recently changed some Tesco clubcard points gaining vouchers for Redspottedhanky (RSH), well I wanted to use my saved points, I had over £13.00 worth add the Tesco clubcard gave me £43 off my next train tickets, I found a great deal and went to redeem my points.
Here lies the problem (I have never had reason to complain about this company before, in fact if you search you will see them mentioned a lot on here)
I went to loyalty section of the website, logged in, clicked redeem typed in the amount, then the next button and finally redeem, to get a message in a red bar saying error please try again later, I tried and tried nothing, so I tweeted them
ME: Sunday 10th feb 2.46pm
RSH : Monday 11th feb 1.38pm
a few more visible tweets passed between us, it then went to DM’s.
I was then on the 12th told to email them, so I promptly did, emails and phone calls have passed back and forth since, I have sent images from 4 different browsers and it’s still in the hands of the technical team as a priority ( I was told this on Friday during a phone conversation)
I received an email Monday 18th telling me the same but also very firmly stating (not rude though) that an email I used was not for me to use it was internal only…..that’s all well and good but I replied to an email sent to me using an email address that I received I also thought it would be more consistent to discuss with someone who is fully aware and hopefully get an answer.
Whilst all this has been going on, we lost the good deal on our train tickets and ended up having to cancel an appointment as it was now £100 more to buy to the tickets, I have also booked 2 sets of tickets which the points have been added but I still cant redeem.
Whilst I was away last weekend I received an email asking me to allow them into my account with my password, I sent that email on Monday (25th feb), No response was given until I asked again on Thursday 28th, I was then told they had accessed my account and redeemed the said points.
I have this morning asked my mum to log in from a different area in the country and redeem for me…guess what, SHE GOT THE SAME MESSAGE!!!, I am so annoyed at the fact I have basically been told this is an issue with my computer, I have now proved its a problem with my account and they dont seem to want to bother with sorting it.
I will be when we finally get them using them and then I will think twice before using RSH again, which saddens me being a loyal customer and them also being very generous last year towards a group of young adults in helping them get to the paralympics.
And Just for a laugh: a small part of one email sent to me
In order to assist you further and resolves this issue, I will add a £20.00 voucher onto your account.
This will be done as a good will gesture, the voucher will be added onto your account immediately and will show within in a maximum of 24 hours.
The points on your account will be removed also to cover the cost of your voucher.
Where is the gesture of goodwill?
Sorry about the quality of this image, this is taken by my mum on her phone and emailed to me
These are my 4 attempts using different browsers as suggested by RSH, I tried, Internet explorer, Firefox, chrome and safari on iPad.
p.s according to them they have redeemed the points back yet they are still showing.
linking to Mummy Barrows Ranty Friday