Flybuys - Points Incorrectly Allocated

chrisie on 13/05/2022 - 19:42
Last edited 13/05/2022 - 19:51

Received the following Email from Flybuys.
Have checked their web site (my Flybuys) and have not been able to find a summary of the deductions which I expected to find.
Has anyone received a similar Email ?

I also checked if the 3000 points had been allocated from the 1ST Choice deal 06 May which hasn't been added.
Looks like I will be contacting Flybuys sooner than later.

"Hi Chrisie,

Over the last 2 months Flybuys has enabled you to boost your points balance at Coles across categories such as Produce, Chilled Dairy, and Biscuits, through offers made available each week.

Unfortunately, some points have been incorrectly awarded contrary to the terms and conditions of the offer. After discovering this technical problem, we are removing those incorrectly awarded points from your balance and ensuring your balance is in line with the terms and conditions. You can view this amount in your transaction activity on the Flybuys website or app.

We are sorry to have caused you any inconvenience.

The Flybuys Team "

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Comments

  • AustriaBargain on 13/05/2022 - 20:03
    +3

    Tell them to stuff their sorries in a sack.

  • WookieMonster on 13/05/2022 - 20:10
    +3

    Has anyone received a similar Email ?

    I got that email too, and I can see I have a bit over 100 points in total reversed on my account across five transactions. I actually remember being puzzled at the time as to why I got extra bonus points awarded to me, so I’m not overly fazed about them reversing them.

    I had to manually review each transaction, so there’s no easy way of seeing which transactions had its points reversed without pouring over your transaction history with a fine tooth comb. It’s even worse if you (or other cardholders on your account) earned Flybuys points on other transactions on the same day, because you’ll end up with a sea of bonus points entries…

    I also checked if the 3000 points had been allocated from the 1ST Choice deal 06 May which hasn't been added.

    You could contact Flybuys about those missing points soon, but it’s extremely likely you’ll be told to wait, because:

    • The terms of the offer state you’ll receive the bonus points within four weeks of a qualifying transaction.

    • First Choice Liquor and Liquorland usually wait the full four week period before they add the bonus points onto your account.

    If the points are still missing after you wait the full four weeks, feel free to contact Flybuys and get them to manually credit the missing bonus points. I had to do that at the start of this year for a bonus points promotion at Liquorland, and the Flybuys rep said “yeah, we’ve had a lot of people complain to us about that particular promotion”. They credited the bonus points straight away after I provided them the tax invoice number of my Liquorland order.

  • chrisie on 13/05/2022 - 20:15
    +1

    Thanks for sharing ):

  • chrisie on 13/05/2022 - 20:17
    +1

    Flybuys must think this is a great PR job.

  • capslock on 13/05/2022 - 22:01
    +11

    You'd think they would have just let it go.

    • kyle on 13/05/2022 - 22:07
      +4

      You'd think! Cheapskates!

      • chrisie on 13/05/2022 - 22:10
        +1

        Yes

      • Savas on 14/05/2022 - 10:18
        +4

        must have been a fellow ozbargainer working for coles

    • WookieMonster on 13/05/2022 - 22:14
      +6

      Yeah, I would love to be in the meeting where they decided to reverse the points, because you have to weigh up the cost of the extra points being given out to customers by mistake vs. the cost to their reputation for clawing back points.

      Flybuys points lays out in their terms (section 3.4) that they can claw back any points given in error at any time, so they’re well within their rights to do that.

      However, considering my offers were for 5x points per $1 spent, it comes across as rather stingy to claw back those missing points. I am not bothered by it, because ~100 points does not mean a lot to me, but that’s me, and I definitely am not pretending to speak on behalf of all Flybuys members affected by this!

      • kyle on 13/05/2022 - 22:33
        +3

        What I am pissed off about is not them clawing back the points, but I don't see the reverse happening, i.e. actively crediting missing points to members.

        • WookieMonster on 13/05/2022 - 22:37

          Good point (pun intended).

          That reminds me… I need to contact Flybuys again, because I called them four months ago about 1000 bonus points not showing up from a partner promotion, and I was told that a ticket was raised and it would take up to 15 business days to get back to me… except for the fact it has been much more than 15 business days now and I’ve heard absolutely nothing!

          • kyle on 13/05/2022 - 22:38
            +1

            @WookieMonster: Good luck. My last chase up was via sms, which was eventually actioned after about 10 business days.

  • kyle on 13/05/2022 - 22:42

    Wow… people are blowing up over at Facebook… Now who made that decision to reverse the points?

  • penguincat on 13/05/2022 - 23:43

    Does anyone have more details on cases on what happened? Was it like buying pasta while having a dairy booster active and getting points on that item incorrectly?
    Or was it "I bought $300 worth of stuff and the dairy points booster applied to all of it"? I just don't understand how someone on fb lost over 30,000 points like they claim.

    All I bought from Coles in the past 2 months where 2 packs of Zooper Doopers for $10 nothing out of the ordinary happened in regards to points and so I didn't get the email.

    • Yola on 14/05/2022 - 12:02
      +1

      On mine, it has the date of the transaction so you can check.

  • miwahni on 14/05/2022 - 01:32

    I got the email and had 20 points reversed - not entirely sure why but suspect it was to do with stacking? Anyway not losing any sleep over 20 points.

  • dasa on 14/05/2022 - 08:01

    I received that email too 12 points oh no

  • kicha on 14/05/2022 - 09:49

    Lost around 300 points, I saw the extra bonuses each time they came in and thought it was an odd but pleasant surprise and just accepted it. Sucks that they clawed them back but I'm not overly fussed - seems like other people are very much not happy though, so not much of a win for them there.

    • DemocracyManifest on 14/05/2022 - 10:25

      Yeah a bit scammy. I just got a notice in the app stating ‘there are some delays with points’ - so they must be removing them en masse. I don’t shop there regularly anyway

      • kicha on 14/05/2022 - 10:54
        +1

        Yeah, I havent gotten points from a shop earlier this week (they're usually there within two days) - people are unhappy about that too so the whole thing is a mess haha.

  • Yola on 14/05/2022 - 12:01
    +1

    They deducted 16 points -so 8 cents. Don't know why they bothered. Maybe this is why they are late crediting points the system is using up capacity for this exercise.

  • dami on 14/05/2022 - 12:38

    220 points for me

  • steven6 on 14/05/2022 - 14:43
    +3

    Down, Down, Flybuys are down

  • nascar77 on 14/05/2022 - 14:43
    +1

    Lost 240 points based on the last points balance shown in the flybuys promo mail received on friday and the current online balance, no tranaction since the last flybuys mail so assuming thats the deduction.

    However I have this repeated issue where the 10k or 50$ promo points ( xxx shop each week for 4 weeks) are not being allocated when something is out of stock and my order final value drops below the threshold by few cents or few $s. Then I have to send them mail with proof that my order was for the higher amount and I had selected replacement option as well. They really need to fix their system for a few cents/ $ difference their support center has to spend a lot of time to fix it, may be they save more money by not allocating points to people who dont check.

    • Yola on 14/05/2022 - 15:38

      I have to do the same except they have never asked if I wanted the OOS items substituted and I usually do not. I have always received the points.

  • Mike Okkerts on 14/05/2022 - 17:18
    +1

    If they ever remove all the points I've been given in error my balance will be -50000.

    • JIMB0 on 14/05/2022 - 17:24
      +1

      Then they'll send the debt collectors.

  • kicha on 16/05/2022 - 20:29
    +4

    Hi kicha,

    On Friday, Flybuys emailed a number of members to let them know they had been incorrectly awarded bonus Flybuys points on some of their purchases at Coles due to an administrative error.

    As a gesture of goodwill, Coles and Flybuys have decided to honour the points for customers who received them in error, and we are working to restore them to member balances as soon as possible.

    We apologise to members for the inconvenience and have reviewed our procedures to prevent similar occurrences in future. Once again please accept our sincerest apologies.

    The Flybuys Team

    • kicha on 16/05/2022 - 20:30
      +4

      I just chuckled a bit out loud, gotta give them credit for realising what a PR mistake it was but what a yoyoing mess.

      • chrisie on 16/05/2022 - 21:07

        Got the same email as above as well as a free pizza as below ):

        Hi Chrisie

        Just a free McCain Rustica Pizza, “Nothing Special”.

        Enjoy a perfect night in with McCain Rustica Pizza. Made with delicious authentic ingredients and a perfect sourdough base, McCain brings takeaway quality to the freezer aisle.

        McCain Rustica Pizza “Nothing Special” beg to differ.

        Simply activate, scan and enjoy!*

      • kyle on 16/05/2022 - 21:44
        +2

        I laughed when i saw the email. Maybe the boss stepped in

        • chrisie on 16/05/2022 - 21:54

          Yes and life goes on Ha Ha …………. Until the next stuff up.

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