Thank you for your messages and feedback provided. We'll pass them along as we are always looking to improve our site, promotions and processes. Our hope is that we will be able to make the Cashback process seamless over the upcoming period.
mySupermarket's aim is to provide a cost effective and friendly service to our customers and we take pride that all of our great deals are offered free of charge to our customers. Our sole aim is to help shoppers save time and money and navigate the tricks and false offers which are ever present in store. It would in no way benefit mySupermarket to con or promote dubious offers- in fact one of our main goals is to help shoppers spot dodgy offers. We are 100% independent of the stores on our site in order to offer our shoppers an unbiased, honest view free of charge.
Our Customer Support team work extensively to answer enquires and resolve issues as quickly, and efficiently as possible. We're sorry that this does not look to have happened in this case but have been assured by Customer Support that this case has been thoroughly investigated and a conclusion reached. We've also been in touch with you via email.
We invite discussion on our processes and procedures as this is one of the key ways we develop and improve. If you have any questions or further responses please contact the Customer Support team on customerhelp@mysupermarket.com as this will give you the quickest response. Thanks and apologies again.
Just to clarify, on the 2nd I spent a couple of hours finding and reforwarding all the previous reciepts I had sent you. No further acknowledgement or email has been received
Sorry you didnt like my use of terminology. It is how I feel. You are a business that profits from its users, and you market certain programs including cashback to encourage people to use your site. However, the facts are that the things that you publically say should happen in relation to these programs do not, and according to posts on your facebook page you do not have the mechanisms and staffing in place to ensure it does. This misleads people. You have mislead me.
Some specific examples;
Your T&Cs for referral cashback promise payment will be made 7 days of the code being used
The referral T&C do not require me to provide a delivery reciept (why would it - the cashback is not related to puchase of particular product)
The referral T&Cs allow up to £100 worth of codes to be earned, with no expiry on their use
However, in reality,
I am owed referer cashback earned months ago
I am having to send delivery reciepts on every single purchase (and then send again when "not recieved")
I've earned codes that I havent yet used, that you've now told me I`m not allowed to use
You've augmented your wider T&Cs as you go, and retrospectively applied these to your backlog of claims ie you applied the reciept evidence "expiry" clause to cashback earned on a date when that clause wasnt yet in place.
I appreciate you are a small, independant company. Perhaps the lesson here is to fess up when it doesnt go to plan, and manage contact with your customers better. I wouldnt be airing this on a public forum if any of the first round of emails had dealt with the issue properly. That you've now made me "prove" my complaint has, I`m afraid, rather set me on a mission.
MPB
-- Edited by MPB on Thursday 9th of January 2014 07:33:56 PM
Thanks for your messages. We've just checked in with the Cashback team and can see that they have replied to your enquiry via email on January 2nd. However in response to your messages on here we will investigate further and get back to you both via email and on this forum,
Our Cashback programme is designed to be an extra way of saving and adding value to your weekly grocery shop. We are a small, independent company who offer a free service and accept no payment from either our users or the stores compared on our site. Our sole aim is to make your shopping experience cheaper, easier and fairer. It would benefit our cause in no way to 'Con' our shoppers with Cashback as we exist to help users navigate an increasingly confusing and expensive shopping market.
We will look into your case and get back to you via email, but will also post a reply on this thread. Thank you for your patience.
MSM have been in touch to explain that they adjusted the balance because they didnt receive any proof of deliveries from me.
What rubbish.
Luckily I saved everything, and have resent what missing - no actual acknowledgement I will be paid yet.
The tone is anything but apologetic.
In fact - I think I may have just been banned from ever earning cashback again "I will approve your refer a friend for your shop of 23/12/13 but no more"
Bah. What a start to the new year. Ditch this lot folks.
I've patiently waited for over 4 months without the cashback owed.
And on every request I have dilligently returned a copy of my supermarket receipt.
And then - without an email or explanation, MSM - adjusts the balance!
Is there any point emailing them - they never seem to answer?
Here's a copy of my balance just prior to XMAS - £45.78.
At the time I was placing another shop and was using a refer a friend code. It rose to £55.78.
And today - here's what I logged into.
Not one blinking email recieved to explain.
Note to staff: I've referred over 14 people to MSM. I promise folks, if you dont get your act together, I will divert this effort to pasting these screenshots in every forum I can find with a note of my experience. Happy new year.
