Countdown’s reward point scheme has a number of shortcomings


Countdown apparently failed to properly count customer reward points as part of the loyalty program, meaning shoppers have been left short when it comes to coupons.

The Onecard rewards program gives customers one point for every dollar they spend at the grocery store.

Reach 2000 points and the shoppers will receive a $15 credit off their grocery bill.

There is also a boost scheme that instantly increases your reward points. But after a complaint from a hawk-eyed customer, it seems that not all customers are getting all their reward points.

Consumer NZ’s Caitlin Cherry said the problem was identified by long-time Countdown shopper Kay, who particularly enjoyed receiving 1,200 boost points for a $250 spend during a weekly grocery shopping for her family.

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Four times she had to contact Countdown and have her boost points added manually.

Finally, she emailed the company and received a call from an employee, who told her it was a nationwide issue that they were unaware of until her complaint.

Cherry agreed that other buyers could miss out on many dollars in rebates over a long period of time.

Since Consumer disclosed the problem, a man has contacted the organization to say he had had a Onecard for ten years and had never received a discount.

“In a lot of cases like this, people have to be quite active to deal with some of these issues on their own and that’s not the way it should be.

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“If a company says you get deals like this when you shop here, then they really should come out with the goods.”

Cherry said it is “potentially misleading” for a company to offer rewards and then fail to deliver.

There was also confusing information about Onecard’s terms and conditions, especially for consumers who shopped online, she said.

Countdown told both Kay and Consumer that the issue was resolved and that if people were concerned about their boost points, they should call the company.

Countdown said no one was available to be interviewed Checkpoint.

In a statement, the supermarket operator said it had recently identified a system issue where some customers had not loaded all of their Onecard rewards earned from Onecard Boost offers into their account.

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“Countdown apologizes to customers for any inconvenience caused and they have reached out to all affected customers to let them know what happened. They have also loaded the missing points onto affected customer accounts.

“Countdown says once the problem escalated, they suspended the offers while they worked to fix the system problem. They have now fixed the problem and the boost offers will be back up and running from Monday.”