Loyalty programs have gained popularity among customers in the retail industry due to their convenience. Coles, a prominent Australian supermarket chain, provides the Flybuys program, enabling customers to accumulate points for rewards or discounts.

However, a recent incident involving a Coles shopper has highlighted a potential concern within the system.

The customer, who received a $10 discount on her weekly shopping, was surprised to discover that the discount did not align precisely with her expectation of being completely free.

This incident has sparked a conversation among Flybuys members, revealing similar experiences and concerns.

Once Flybuys members have earned 2,000 points, they can utilise an immediate $10 deduction at Coles. Source: Coles

The concerned shopper took to Facebook to express her surprise upon discovering the deduction from her points.

She explained, ‘Wow! The checkout guy took $10 off my shop today. Didn't say anything, not a word, so I didn't realise until later when I checked my receipt.’

Upon further investigation, it was discovered that the cashier had deducted Flybuys points to apply the discount without the customer's approval.

The instant $10 off initiative allows customers to redeem the discount once they accumulate 2,000 points.

The shopper expressed dissatisfaction, stating, ‘I'm saving for Christmas... it comes off my points total, so it costs me points I am trying to save. Not the same as being given $10 for free.’

Other Flybuys members shared similar experiences, with one agreeing, ‘I've had this happen also, even after saying “No”. It's frustrating!’

Another unhappy shopper shared, ‘This happened to me recently too. I only realised when I received an email saying I'd used my $10 off.’

Acknowledging the feedback from its members, Flybuys clarified that the trial is ongoing in several states, and customers have the option to decline the instant redemption offer. The company aims to evaluate the effectiveness and impact of the initiative before rolling it out to all members.

However, this incident highlights the importance of proper training for checkout operators to ensure they accurately handle customer preferences and requests.

A response from a Coles worker on the customer's Facebook post suggested that the checkout operator involved may not have received adequate training.

She shared, ‘He might have accidentally pressed “Yes” before asking if you want $10 off and then just decided not to tell you. Some people don't know that you can fix it if you accidentally press “Yes” instead of “No”.’

Furthermore, the convenience of the instant redemption offer poses challenges, particularly at self-service checkouts.

Customers may inadvertently redeem the discount without intending to, leading to complications when attempting to reverse the transaction.

Employees have expressed their difficulties in resolving such situations, emphasising the need for clearer instructions or prompts to prevent unintended redemptions.

One employee admitted, ‘I work at Coles, and a customer accidentally did it through self-serve and wanted to revert it, but we couldn't figure out how to!’

Key Takeaways

• A Coles customer received a $10 discount on her shopping, only to realise later that the cashier had deducted Flybuys points without her consent.
• Flybuys is trialling an instant $10 off initiative, which allows shoppers to immediately redeem $10 off a Coles shop once 2,000 points have been accumulated.
• Some customers have reported frustrations over the initiative and shared their negative experiences on social media.
• A Coles employee responded to the concerns online, implying that there may be a lack of adequate training in dealing with the Flybuys initiative in this case.

As Coles strives to enhance their loyalty program and improve their customers’ experience, it is crucial for them to address the concerns raised by shoppers.

Transparency, adequate training, and effective communication between checkout operators and customers are vital in ensuring a seamless redemption process that aligns with individual preferences.

We’re curious: have you ever experienced frustrations or unexpected issues with loyalty programs or discounts at your favourite stores?

 

[Suzanne rose]

When you activate the promotion it will ask do you want flybuy dollars or cash of shop. I always click flybuy dollars which is worth exactly the same as dollars of shop but is the safest way if you are banking it

When you are ready to use it on your shop you have to go into the app and convert it to shopping dollars.

Still if you chose dollar of shop it shouldn't have come straight off it would have asked if you wanted to use it .

 

[wendell]

Recently I had $10 off my online shop. I thought that was great but I don’t know what it was for I wonder if it came off my points too

 

[Suzanne rose]

Recently I had $10 off my online shop. I thought that was great but I don’t know what it was for I wonder if it came off my points too

I would say so unless you put in a code. Sometimes the shop offers spend so many $ and get $10 or $20 off shop but you need to add code.

 

[Bianca]

Hey friends, its 2023 - there is no where you can get something for nothing? I use the $10 credit as I dont want the junk they offer as an option.

 

[Trudi]

Hey friends, its 2023 - there is no where you can get something for nothing? I use the $10 credit as I dont want the junk they offer as an option.

What are you calling junk?

I trade in my fly-buys points for gift cards, not exactly "junk" in my eyes.

 

[peteloo]

Loyalty programs have gained popularity among customers in the retail industry due to their convenience. Coles, a prominent Australian supermarket chain, provides the Flybuys program, enabling customers to accumulate points for rewards or discounts.

However, a recent incident involving a Coles shopper has highlighted a potential concern within the system.

The customer, who received a $10 discount on her weekly shopping, was surprised to discover that the discount did not align precisely with her expectation of being completely free.

This incident has sparked a conversation among Flybuys members, revealing similar experiences and concerns.

View attachment 24796

Once Flybuys members have earned 2,000 points, they can utilise an immediate $10 deduction at Coles. Source: Coles

The concerned shopper took to Facebook to express her surprise upon discovering the deduction from her points.

She explained, ‘Wow! The checkout guy took $10 off my shop today. Didn't say anything, not a word, so I didn't realise until later when I checked my receipt.’

Upon further investigation, it was discovered that the cashier had deducted Flybuys points to apply the discount without the customer's approval.

The instant $10 off initiative allows customers to redeem the discount once they accumulate 2,000 points.

The shopper expressed dissatisfaction, stating, ‘I'm saving for Christmas... it comes off my points total, so it costs me points I am trying to save. Not the same as being given $10 for free.’

Other Flybuys members shared similar experiences, with one agreeing, ‘I've had this happen also, even after saying “No”. It's frustrating!’

Another unhappy shopper shared, ‘This happened to me recently too. I only realised when I received an email saying I'd used my $10 off.’

Acknowledging the feedback from its members, Flybuys clarified that the trial is ongoing in several states, and customers have the option to decline the instant redemption offer. The company aims to evaluate the effectiveness and impact of the initiative before rolling it out to all members.

However, this incident highlights the importance of proper training for checkout operators to ensure they accurately handle customer preferences and requests.

A response from a Coles worker on the customer's Facebook post suggested that the checkout operator involved may not have received adequate training.

She shared, ‘He might have accidentally pressed “Yes” before asking if you want $10 off and then just decided not to tell you. Some people don't know that you can fix it if you accidentally press “Yes” instead of “No”.’

Furthermore, the convenience of the instant redemption offer poses challenges, particularly at self-service checkouts.

Customers may inadvertently redeem the discount without intending to, leading to complications when attempting to reverse the transaction.

Employees have expressed their difficulties in resolving such situations, emphasising the need for clearer instructions or prompts to prevent unintended redemptions.

One employee admitted, ‘I work at Coles, and a customer accidentally did it through self-serve and wanted to revert it, but we couldn't figure out how to!’

Key Takeaways

• A Coles customer received a $10 discount on her shopping, only to realise later that the cashier had deducted Flybuys points without her consent.
• Flybuys is trialling an instant $10 off initiative, which allows shoppers to immediately redeem $10 off a Coles shop once 2,000 points have been accumulated.
• Some customers have reported frustrations over the initiative and shared their negative experiences on social media.
• A Coles employee responded to the concerns online, implying that there may be a lack of adequate training in dealing with the Flybuys initiative in this case.

As Coles strives to enhance their loyalty program and improve their customers’ experience, it is crucial for them to address the concerns raised by shoppers.

Transparency, adequate training, and effective communication between checkout operators and customers are vital in ensuring a seamless redemption process that aligns with individual preferences.

We’re curious: have you ever experienced frustrations or unexpected issues with loyalty programs or discounts at your favourite stores?

I use self-checkout so that I can decide on such things, and also verify the scanned price vs the shelf price.

 

[briananstee]

Loyalty programs have gained popularity among customers in the retail industry due to their convenience. Coles, a prominent Australian supermarket chain, provides the Flybuys program, enabling customers to accumulate points for rewards or discounts.

However, a recent incident involving a Coles shopper has highlighted a potential concern within the system.

The customer, who received a $10 discount on her weekly shopping, was surprised to discover that the discount did not align precisely with her expectation of being completely free.

This incident has sparked a conversation among Flybuys members, revealing similar experiences and concerns.

View attachment 24796

Once Flybuys members have earned 2,000 points, they can utilise an immediate $10 deduction at Coles. Source: Coles

The concerned shopper took to Facebook to express her surprise upon discovering the deduction from her points.

She explained, ‘Wow! The checkout guy took $10 off my shop today. Didn't say anything, not a word, so I didn't realise until later when I checked my receipt.’

Upon further investigation, it was discovered that the cashier had deducted Flybuys points to apply the discount without the customer's approval.

The instant $10 off initiative allows customers to redeem the discount once they accumulate 2,000 points.

The shopper expressed dissatisfaction, stating, ‘I'm saving for Christmas... it comes off my points total, so it costs me points I am trying to save. Not the same as being given $10 for free.’

Other Flybuys members shared similar experiences, with one agreeing, ‘I've had this happen also, even after saying “No”. It's frustrating!’

Another unhappy shopper shared, ‘This happened to me recently too. I only realised when I received an email saying I'd used my $10 off.’

Acknowledging the feedback from its members, Flybuys clarified that the trial is ongoing in several states, and customers have the option to decline the instant redemption offer. The company aims to evaluate the effectiveness and impact of the initiative before rolling it out to all members.

However, this incident highlights the importance of proper training for checkout operators to ensure they accurately handle customer preferences and requests.

A response from a Coles worker on the customer's Facebook post suggested that the checkout operator involved may not have received adequate training.

She shared, ‘He might have accidentally pressed “Yes” before asking if you want $10 off and then just decided not to tell you. Some people don't know that you can fix it if you accidentally press “Yes” instead of “No”.’

Furthermore, the convenience of the instant redemption offer poses challenges, particularly at self-service checkouts.

Customers may inadvertently redeem the discount without intending to, leading to complications when attempting to reverse the transaction.

Employees have expressed their difficulties in resolving such situations, emphasising the need for clearer instructions or prompts to prevent unintended redemptions.

One employee admitted, ‘I work at Coles, and a customer accidentally did it through self-serve and wanted to revert it, but we couldn't figure out how to!’

Key Takeaways

• A Coles customer received a $10 discount on her shopping, only to realise later that the cashier had deducted Flybuys points without her consent.
• Flybuys is trialling an instant $10 off initiative, which allows shoppers to immediately redeem $10 off a Coles shop once 2,000 points have been accumulated.
• Some customers have reported frustrations over the initiative and shared their negative experiences on social media.
• A Coles employee responded to the concerns online, implying that there may be a lack of adequate training in dealing with the Flybuys initiative in this case.

As Coles strives to enhance their loyalty program and improve their customers’ experience, it is crucial for them to address the concerns raised by shoppers.

Transparency, adequate training, and effective communication between checkout operators and customers are vital in ensuring a seamless redemption process that aligns with individual preferences.

We’re curious: have you ever experienced frustrations or unexpected issues with loyalty programs or discounts at your favourite stores?

I've loaded 40 dollars on to m flybuys card in an attemt to get a discount on the shopping, only to be told by a Coles employee that I would have to contact flybuys to find some other way of claiming my discount.
It's taken me a long time and money to earn the discount and Coles make it as difficult as they can to claim it.

 

[Heathert]

I was asked by the checkout person if I wanted to use my $10 off and the other time I went through self serve and it gave me a yes or no option so you’re in charge if your decision. Always a nice surprise! You do use your points as you’ve activated the offer for 2000 points if you spend a set amount with your shop.

 

[Hindie]

I save my points to Christmas then I give them as gift cards to family and they love getting them because the sometimes buy extras (probably chocies) that they can't normally afford

 

[AlanQ]

When you activate the promotion it will ask do you want flybuy dollars or cash of shop. I always click flybuy dollars which is worth exactly the same as dollars of shop but is the safest way if you are banking it

When you are ready to use it on your shop you have to go into the app and convert it to shopping dollars.

Still if you chose dollar of shop it shouldn't have come straight off it would have asked if you wanted to use it .

you will also be asked if you have sufficient points at the checkout, staffed or self serve 'do you want to redeem' $10: don't have to do anything in the app to redeem.

 

[freedy50]

I hardly shop in Coles so doesn't bother me, but they always ask me in Woolies if I want to deduct it.

And if I do self serve I always ask myself if I want to deduct $10

 

[Lesle]

Loyalty programs have gained popularity among customers in the retail industry due to their convenience. Coles, a prominent Australian supermarket chain, provides the Flybuys program, enabling customers to accumulate points for rewards or discounts.

However, a recent incident involving a Coles shopper has highlighted a potential concern within the system.

The customer, who received a $10 discount on her weekly shopping, was surprised to discover that the discount did not align precisely with her expectation of being completely free.

This incident has sparked a conversation among Flybuys members, revealing similar experiences and concerns.

View attachment 24796

Once Flybuys members have earned 2,000 points, they can utilise an immediate $10 deduction at Coles. Source: Coles

The concerned shopper took to Facebook to express her surprise upon discovering the deduction from her points.

She explained, ‘Wow! The checkout guy took $10 off my shop today. Didn't say anything, not a word, so I didn't realise until later when I checked my receipt.’

Upon further investigation, it was discovered that the cashier had deducted Flybuys points to apply the discount without the customer's approval.

The instant $10 off initiative allows customers to redeem the discount once they accumulate 2,000 points.

The shopper expressed dissatisfaction, stating, ‘I'm saving for Christmas... it comes off my points total, so it costs me points I am trying to save. Not the same as being given $10 for free.’

Other Flybuys members shared similar experiences, with one agreeing, ‘I've had this happen also, even after saying “No”. It's frustrating!’

Another unhappy shopper shared, ‘This happened to me recently too. I only realised when I received an email saying I'd used my $10 off.’

Acknowledging the feedback from its members, Flybuys clarified that the trial is ongoing in several states, and customers have the option to decline the instant redemption offer. The company aims to evaluate the effectiveness and impact of the initiative before rolling it out to all members.

However, this incident highlights the importance of proper training for checkout operators to ensure they accurately handle customer preferences and requests.

A response from a Coles worker on the customer's Facebook post suggested that the checkout operator involved may not have received adequate training.

She shared, ‘He might have accidentally pressed “Yes” before asking if you want $10 off and then just decided not to tell you. Some people don't know that you can fix it if you accidentally press “Yes” instead of “No”.’

Furthermore, the convenience of the instant redemption offer poses challenges, particularly at self-service checkouts.

Customers may inadvertently redeem the discount without intending to, leading to complications when attempting to reverse the transaction.

Employees have expressed their difficulties in resolving such situations, emphasising the need for clearer instructions or prompts to prevent unintended redemptions.

One employee admitted, ‘I work at Coles, and a customer accidentally did it through self-serve and wanted to revert it, but we couldn't figure out how to!’

Key Takeaways

• A Coles customer received a $10 discount on her shopping, only to realise later that the cashier had deducted Flybuys points without her consent.
• Flybuys is trialling an instant $10 off initiative, which allows shoppers to immediately redeem $10 off a Coles shop once 2,000 points have been accumulated.
• Some customers have reported frustrations over the initiative and shared their negative experiences on social media.
• A Coles employee responded to the concerns online, implying that there may be a lack of adequate training in dealing with the Flybuys initiative in this case.

As Coles strives to enhance their loyalty program and improve their customers’ experience, it is crucial for them to address the concerns raised by shoppers.

Transparency, adequate training, and effective communication between checkout operators and customers are vital in ensuring a seamless redemption process that aligns with individual preferences.

We’re curious: have you ever experienced frustrations or unexpected issues with loyalty programs or discounts at your favourite stores?

It happened to me too well I don’t know what I’ve done but I can’t even access my Flybuys at all now I have over $170 in it that I would’ve loved to have used a few weeks back when I was a bit short of money but I couldn’t get into it. My daughters tried I’ve tried nothing. I just don’t know what to do, it’ll be a nice Christmas shop if I can get into it

 

[QUILITY09]

Loyalty programs have gained popularity among customers in the retail industry due to their convenience. Coles, a prominent Australian supermarket chain, provides the Flybuys program, enabling customers to accumulate points for rewards or discounts.

However, a recent incident involving a Coles shopper has highlighted a potential concern within the system.

The customer, who received a $10 discount on her weekly shopping, was surprised to discover that the discount did not align precisely with her expectation of being completely free.

This incident has sparked a conversation among Flybuys members, revealing similar experiences and concerns.

View attachment 24796

Once Flybuys members have earned 2,000 points, they can utilise an immediate $10 deduction at Coles. Source: Coles

The concerned shopper took to Facebook to express her surprise upon discovering the deduction from her points.

She explained, ‘Wow! The checkout guy took $10 off my shop today. Didn't say anything, not a word, so I didn't realise until later when I checked my receipt.’

Upon further investigation, it was discovered that the cashier had deducted Flybuys points to apply the discount without the customer's approval.

The instant $10 off initiative allows customers to redeem the discount once they accumulate 2,000 points.

The shopper expressed dissatisfaction, stating, ‘I'm saving for Christmas... it comes off my points total, so it costs me points I am trying to save. Not the same as being given $10 for free.’

Other Flybuys members shared similar experiences, with one agreeing, ‘I've had this happen also, even after saying “No”. It's frustrating!’

Another unhappy shopper shared, ‘This happened to me recently too. I only realised when I received an email saying I'd used my $10 off.’

Acknowledging the feedback from its members, Flybuys clarified that the trial is ongoing in several states, and customers have the option to decline the instant redemption offer. The company aims to evaluate the effectiveness and impact of the initiative before rolling it out to all members.

However, this incident highlights the importance of proper training for checkout operators to ensure they accurately handle customer preferences and requests.

A response from a Coles worker on the customer's Facebook post suggested that the checkout operator involved may not have received adequate training.

She shared, ‘He might have accidentally pressed “Yes” before asking if you want $10 off and then just decided not to tell you. Some people don't know that you can fix it if you accidentally press “Yes” instead of “No”.’

Furthermore, the convenience of the instant redemption offer poses challenges, particularly at self-service checkouts.

Customers may inadvertently redeem the discount without intending to, leading to complications when attempting to reverse the transaction.

Employees have expressed their difficulties in resolving such situations, emphasising the need for clearer instructions or prompts to prevent unintended redemptions.

One employee admitted, ‘I work at Coles, and a customer accidentally did it through self-serve and wanted to revert it, but we couldn't figure out how to!’

Key Takeaways

• A Coles customer received a $10 discount on her shopping, only to realise later that the cashier had deducted Flybuys points without her consent.
• Flybuys is trialling an instant $10 off initiative, which allows shoppers to immediately redeem $10 off a Coles shop once 2,000 points have been accumulated.
• Some customers have reported frustrations over the initiative and shared their negative experiences on social media.
• A Coles employee responded to the concerns online, implying that there may be a lack of adequate training in dealing with the Flybuys initiative in this case.

As Coles strives to enhance their loyalty program and improve their customers’ experience, it is crucial for them to address the concerns raised by shoppers.

Transparency, adequate training, and effective communication between checkout operators and customers are vital in ensuring a seamless redemption process that aligns with individual preferences.

We’re curious: have you ever experienced frustrations or unexpected issues with loyalty programs or discounts at your favourite stores?

 

[QUILITY09]

My daughter-in-law fell for this scheme. They just said "Would you like $10 off your shop today". No mention of $10 coming from your flyBuys points. I know the con now & I just say no, but many have fallen for the trap.
They need to say "Would you like $10 off your flybuys points.

 

[maggiej]

It is not only Coles doing this but Woolies have been doing it for much longer. I just say no as I save it up for a while and then contact them online to have the balance taken off my next buy. Simple

 

[Suzanne rose]

It happened to me too well I don’t know what I’ve done but I can’t even access my Flybuys at all now I have over $170 in it that I would’ve loved to have used a few weeks back when I was a bit short of money but I couldn’t get into it. My daughters tried I’ve tried nothing. I just don’t know what to do, it’ll be a nice Christmas shop if I can get into it

Call flybuys they will help . 131116

 

[purplepanda110]

i have to put a pin in to use my flyby dollars, and thats after i put it on my flybys card using the same pin.

 

[Loubeauxarts]

My daughter-in-law fell for this scheme. They just said "Would you like $10 off your shop today". No mention of $10 coming from your flyBuys points. I know the con now & I just say no, but many have fallen for the trap.
They need to say "Would you like $10 off your flybuys points.

Anyone with a smattering of intelligence would understand that the $10 off has to come from somewhere. Definitely not a con or a trap, you still get your $10.

 

[Gsr]

I've loaded 40 dollars on to m flybuys card in an attemt to get a discount on the shopping, only to be told by a Coles employee that I would have to contact flybuys to find some other way of claiming my discount.
It's taken me a long time and money to earn the discount and Coles make it as difficult as they can to claim it.

I always convert my points to shopping dollars on the flybuys app on my iPad as I don’t have it on my phone. You do need a physical card and set a pin on the app when you convert points to get the discount when you shop at Coles. You have to slide your flybuys card through the eftpos machine and put your pin in to use your dollars. It can’t be used with the flybuys app on your phone as yet, but eventually will be able to be used that way. I used to have to set a pin every time I converted points but now my pin stays current all the time unless I choose to change it.