Coles ShopBack Drama: What Do You Think about This?

Hi, (sorry unsure how I actually attach images of the evidence for this below - I do have screenshots and they've been sent to both parties too)

I'd like to know what people think about this from Coles Group and ShopBack.

• So I went to buy new car insurance.
• Went to Coles and Coles insurance page
• Coles and ShopBack have a partnership
• ShopBack popped up and I activated it, at UP TO 2% but as I was buying an outright comprehensive policy it should have been around $30-$50 cash back or so.
• It was activated as per screenshots
• I then noticed weeks later nothing was tracked.
• I get on to Coles and ShopBback
• No reply from ShopBack and pretty hopeless communications, weeks after, then asking for stuff I have already sent in initial email like screenshots and evidence
• Then comes the replies from Coles and ShopBack….get a load of this below and the contradiction and admission that they know it should not work but it does…
• It's just a back and forth between both of them for weeks via social, phone, mail and more.

I guess the main point is that it just should not come up if it is not eligible BUT it does! That is a problem on their end and not my fault or problem. If the customer sees this as part of the customer journey and chooses this policy based on incentives like this that pop up on their site then it is unfair not to provide what you are offering as it is not the fault of the customer. They have issues then with the ShopBack and Coles partnership….there is actually one!

Here is another example where I have clearly clicked and activated ShopBack when buying the car insurance yet it has not recorded it. I will be cancelling this car insurance policy if the transaction is not validated as I did this as a customer to get a deal, I shopped around and chose this due to the businesses offering this however they have not fulfilled this.

I feel there is an issue with ShopBack that they offer these deals for using sites but then there are issues with how it's rolled out and Coles may need to address this. I continue to tell both parties that if there is no partnership then it should not come up on the site regardless if Coles or Coles Insurance it just should have a system whereby it does not work. I clicked through from google to Coles Insurance not google to Coles supermarkets etc.

It's all just typical spin, buck passing and blame the customer rubbish that we as consumers need to stand up and fight back against. They know they have stuffed up and I'm going to fight this.

6/9
Thank you for your patience.

We heard back from our Coles Financial Services Team and would like to confirm if you have already been contacted about your enquiry. If not, please be advised that as per the exclusions list, Coles Insurance is not eligible for the ShopBack offer.

We hope this information helps.

Kind regards,

9/9
Thank you for your email.

Please, note that as per the exclusions list, Coles Insurance is not eligible for the ShopBack offer. Please, see the attachment. (it was a screenshot not even a policy doc)

We hope this information helps.

Kind Regards,

11/9 from ShopBack (this is also laughable as shop back now contradicts coles….wtf is going on!)
Hi ShopBack user,

Thanks for reaching out to ShopBack!

Upon checking, your order purchased from Coles is eligible for a missing CashBack report because it has a click activity and you have not missed the 30 days submission from your purchase date of 14 August 2024.

You can file for a missing Cashback for this order from your profile by clicking on the "Report a Missing Cashback" button under the Cashback Overview page.

11/9
Thank you for your email.

We understand this is frustrating, but we unfortunately have little control over what ShopBack includes or does not include.

Although it is a bit misleading, the ShopBack pop up likely comes up for any Coles webpage. We agree that it should not come up for Coles Insurance, but unfortunately it does.

We apologise for the inconvenience.

Kind Regards,

Coles Customer Care
PO Box 480
Glen Iris Victoria 3146 Australia