Fly Buys anti service.

[markis10]

Had to chase up a first choice order that has yet to get any points despite being from Dec 6, rang customer service who were not much help, to do anything they needed the store number, being online there is not one. So they asked me to send the invoice via email, to which I received a reply saying no bonus points because the spend had to be over $80, which it was after the $6 delivery was added to the $75. No mention of the original points or even the bonus points for the lower spend as it was a tiered offer. Arrg, why so hard Flybuys, it's your systems.

 

[markis10]

We'll I have to give them credit for fast email response, now saying my number was not on the order ( yet it's in my profile) and still insisting spend excludes freight.

 

[Cynicor]

Maybe pm, the rep here? They seem extremely fast and helpful.

 

[flybuys]

We'll I have to give them credit for fast email response, now saying my number was not on the order ( yet it's in my profile) and still insisting spend excludes freight.

Hi Mark, thanks for your feedback and we're sorry for the trouble we've put you to. First Choice Liquor promotions as standard practice don't count delivery charges towards qualifying amounts, but we don't think this requirement was sufficiently clear for this promotion, so we're very happy to credit you the additional 1,000 points (which we've now done), and sorry again for the hassle.

 

[markis10]

Hi Mark, thanks for your feedback and we're sorry for the trouble we've put you to. First Choice Liquor promotions as standard practice don't count delivery charges towards qualifying amounts, but we don't think this requirement was sufficiently clear for this promotion, so we're very happy to credit you the additional 1,000 points (which we've now done), and sorry again for the hassle.

Thanks for that fantastic response! I could not find it anywhere on the site let alone the promotion where it quantified what counts as spend for first choice, had I known it was not including delivery I would have spent more. Might be worth a mention on the flybuys site with a * or similar.

 

[docjames]

Fantastic rapid response and acknowledgement that the site isn't clear!

 

[rainbowgirl]

I agree that flybuys customer service can be frustrating at times. This time it looks like they have resolved the matter for you and admitted they had bad wording on their webpage. I've known companies who won't even admit their errors in wording even after customers have complained so it appears this has had a positive outcome for all. Would you be able to edit the thread title and add something like (resolved) after the existing title to show that flybuys made an effort. Otherwise it comes up in searches and at the bottom of other threads as a negative pr issue for flybuys.