Missing Flybuys Week 3 Shop, Customer Service Not Budging

Mysterious on 05/10/2022 - 19:23

Hi everyone,

A few weeks ago I had a 10,000 points offer from Flybuys. 4x $50 shops.

Lately I've had to do a bunch of grocery shopping, so each week I spent about $170 - $250, but when checking for my 10000 points balance after my 4th shop, I noticed I had not received any bonus points. I checked my activity and my 3rd week was not tracked (although I remember scanning it at the register, I must have not scanned it properly). I contacted customer service and they told me I could have the points added in with my receipt, but we lost the receipt unfortunately. They suggested to go to the shop, but it's been about ~10 days and we paid by cash, so there was no way to get the receipt. I called up the hotline again and they said to call another hotline to get the receipt, but by then it had been over 2 weeks and they said they can not generate the receipt.

I asked to make another $50 shop to make up for the week where my card wasn't scanned but that request was ignored.

I am aware that I'm not entitled to the points as I did not adhere to the terms & conditions, but do you think Flybuys should have waived the 3rd shop, especially given I've completed the 4x shop promo multiple times and evidently spent $170-250 on weeks 1, 3 and 4.

Do you think I should give them another call and ask or just drop it? I've always shopped at Coles over Woolies but I'm a bit disappointed, especially given I have a lengthy history with my Flybuys account and completed the 4x shop promo on over a dozen occasions.

Food & Grocery Reward Points

Related Stores

Flybuys
Flybuys

Comments

  • CodeXD on 05/10/2022 - 19:26
    +24

    I am aware that I'm not entitled to the points as I did not adhere to the terms & conditions

    Don't know why you are fighting this at all.

    • SF3 on 05/10/2022 - 23:57

      Don't know why you are fighting this at all.

      Loss aversion is strong with this one.

  • djkelly69 on 05/10/2022 - 19:31
    +13

    Mis-scanned flybuys card, paid cash, lost receipt… Not sure why they are not budging on this one.

    • Mysterious on 05/10/2022 - 19:39
      -7

      Yeah, I am aware I am not eligible for the points no doubt about it, I accept my mistake of not scanning the card properly, but given my history of completing the promotion many times and completing weeks 1, 2 and 4 with $170+ shops, I thought that maybe they'd let it slide. Other companies have done it before.

      • JimmyF on 05/10/2022 - 19:49
        +3

        I thought that maybe they'd let it slide. Other companies have done it before.

        So a repeat offender of not following the rules, but wanting the rewards? Hmmmm

        • Mysterious on 05/10/2022 - 19:53
          -6

          You're acting as if I've intentionally missed a shop and acting as if I'm entitled to the rewards.

          By mentioning other companies letting it slide, I'm thinking back to times where I've accidentally mistyped or forgotten to enter the promotion or signup code for an offer. Usually companies let that slide.

  • bobbified on 05/10/2022 - 19:41
    +10

    but do you think Flybuys should have waived the 3rd shop

    No.

  • JimmyF on 05/10/2022 - 19:48
    +1

    I am aware that I'm not entitled to the points as I did not adhere to the terms & conditions, but do you think Flybuys should have waived the 3rd shop

    You didn't meet the T&Cs, so not really sure what you are fighting here. They have offered 'solutions' for you to correct the mistake, so next time keep your receipts.

    As they said, if you know the time/date, payment method and rough amount they can pull up the receipt for you. Can't see there being too many 'cash' sales these days.

    especially given I've completed the 4x shop promo multiple times and evidently spent $170-250 on weeks 1, 3 and 4.

    But thats not how it works. You can't go in and spend $300 on week 1 and say you're done for weeks 2/3/4. The idea is to get you to spend money every week with them.

    • Mysterious on 05/10/2022 - 19:58

      As they said, if you know the time/date, payment method and rough amount they can pull up the receipt for you. Can't see there being too many 'cash' sales these days.

      I might try calling tomorrow then, as the customer service lady was quite dismissive before I could even get into the details of what the receipt may entail. I know the rough time, rough amount and most of the groceries purchased so thanks for your suggestion I will try that. I normally do keep my receipts but I misplaced this one unfortunately.

      But thats not how it works. You can't go in and spend $300 on week 1 and say you're done for weeks 2/3/4. The idea is to get you to spend money every week with them.

      Yes, I know it's not an accumulation of $200, it's $50 over 4 shops, I worded that poorly actually. What I meant was that it's on record that I made those purchases, but just missed the scanning in the 3rd week.

      • JimmyF on 05/10/2022 - 21:27
        +1

        I might try calling tomorrow then, as the customer service lady was quite dismissive

        Don't call, visit in person, be nice and friendly. See what they can do.

  • Christown on 05/10/2022 - 19:49
    +2

    This is precisely why I keep my receipts for the 4 week shops until the bonus points are in my account.

  • screensaver on 05/10/2022 - 20:04
    +2

    u will have to learn from this, check scan works and check and keep all recepts

    • Mysterious on 05/10/2022 - 20:10

      Will do! Will also ask the cashier if it scanned properly. I guess it's worth making a new card now that my minimum spend for 10000 points is like $270.

      • jjjaar on 05/10/2022 - 23:30
        +1

        The receipt also always prints your flybuys card number on it if it’s scanned properly (with some numbers XXXX’d). And usually in the 4 weekly shops, the receipt also prints a “you have successfully done week X” in bigger writing.

        If it didn’t scan - neither will show, and you can take the receipt to the front desk and they can add it to the transaction for 7 days afterwards.

      • cookie2 on 06/10/2022 - 22:26
        +1

        Wouldn't you be able to clearly see that it scanned? Why does the cashier need the responsibility of confirming? I don't mean this to be harsh, I'm genuinely wondering why.

      • ausmark on 09/10/2022 - 23:32

        Will also ask the cashier if it scanned properly.

        I don't know about your supermarket, but all the ones I've been to respond loudly and clearly by saying "FlyBuys card accepted."

  • screensaver on 05/10/2022 - 20:16

    i have coles contents insurance, get double flybuys points

  • SF3 on 05/10/2022 - 20:29
    +1

    I did not adhere to the terms & conditions

    /thread

    • screensaver on 06/10/2022 - 01:59
      -5

      i was talking to OP, not to you

      • SF3 on 06/10/2022 - 09:35

        i was talking to OP, not to you

        Me too.

  • SnoozeAndLose on 05/10/2022 - 20:39
    +1

    if your spend fulfils the condition, there should be a message saying you have completed the x week, there are x weeks to go.
    if this message is not there, I would keep the receipt as it may need to be followed up later.

    • Mysterious on 05/10/2022 - 20:40
      -1

      Unfortunately I lost the receipt, my lessons been learned I guess. Will still try calling customer service again to see if another rep can help me find the receipt.

      • SnoozeAndLose on 05/10/2022 - 20:41

        They wont.

      • Neoika on 05/10/2022 - 20:44
        +1

        Receipt can be retrieved by contacting Coles, not flybuys. You need to provide lots of details like location, shopping time, last 4 digits of the card, items, total amount.

        • TEER3X on 05/10/2022 - 20:50

          last 4 digits of the card

          They paid cash

          • Neoika on 05/10/2022 - 20:51

            @TEER3X: It is not mandatory to have all info. However, the result is not guaranteed.

  • kyle on 05/10/2022 - 22:10
    +1

    Seems like your time is worth < $50.

    • Neoika on 06/10/2022 - 10:26

      If OP has explored enough depth into it, the offer was among the poorest ones.

      • Mysterious on 06/10/2022 - 23:59

        Bit of a contradiction there considering you've spent time commenting on three different replies to my OP 😂

  • Yola on 06/10/2022 - 18:45

    This is the good thing about shopping online - the receipt is always there. The bad thing is that items are often out of stock so you may not meet the required spend and have to contact flybuys to get the bonus points.

  • megadeth on 06/10/2022 - 20:43

    Happened to me too, shopped two weeks in a row and then third week never showed up in the app. Think they’re letting it slip mut there’s a chance that I didn’t scan properly. Didn’t escalate. That was back in Aug I guess. First shop was online, second shop in-store.

  • DoctorCalculon on 07/10/2022 - 04:24
    +2

    especially given I have a lengthy history with my Flybuys account and completed the 4x shop promo on over a dozen occasions.

    Sorry to break it to you, but they don't give a shit.

    You are not special.

  • ausmark on 09/10/2022 - 23:47
    +2

    I am aware that I'm not entitled to the points as I did not adhere to the terms & conditions, but do you think Flybuys should have waived the 3rd shop

    I've been in situations like this a number of times. I usually end up cursing for a minute or two, then let it go.

    Where I was particularly bummed about it, I'd cheekily contact the retailer involved and explain my case — just in case… Occasionally they'd be gracious and follow through with the offer anyway, but often they'd be understanding but apologetic and stand firm.

    So it seems you've tried a number of times, and they still haven't offered the goods. They are absolutely under no obligation to do so. If they do, it's a gesture of goodwill (again, which they are under no obligation to do), and while they were politely refusing you the offer initially, they were firmer about it as you kept on.

    I've always shopped at Coles over Woolies but I'm a bit disappointed, especially given I have a lengthy history with my Flybuys account and completed the 4x shop promo on over a dozen occasions.

    …and unfortunately for you, you didn't correctly complete the promo this time around.

    I'd chalk it up to experience, and try to harder to remember next time!

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