Nespresso sent me a ‘personalised’ marketing offer in mid-March offering six sleeves of coffee if I bought 400 capsules. The transaction had to be made by 29 March. I made the purchase, but now they say they withdrew the offer in mid-March as it was too popular and I am not entitled to the free capsules (worth approx $45) on a transaction worth $315. The terms and conds on the promotional flyer does not say the offer is subject to withdrawal.
Anyone else been caught out wit this one? I’m waiting on a call back from the manager.
Reality is companies sometimes err in marketing programs and refuse to own up to it.
If the original T&C did not state ‘could be withdrawn at any time’, ‘for the first 1000 claims’, ‘good while stocks last’, or some such, I agree it reads like misleading marketing especially noting you stated you received the offer ‘mid-March’ and they claim it was rescinded ‘mid-March’. If they continue to deny honouring it, it would be worth a formal complaint to Nespresso in the first instance using the Australian Consumer Law complaint template, and if you continue to be fobbed off follow up with your state fair trading agency with copies of your emails to Nespresso and their responses, and real time notes for all phone conversations (time, date, who, substance of conversation, any promises made or rejections stated).
Nespresso never called me back so I sent a very politely worded email based on the suggestions put to me and other Choice resources, and Nespresso have called me now to offer me my free coffee.
It all ended very amicably, and I feel happy enough continuing a relationship with them, which is great seeing that their pods were reviewed pretty well by Choice a few days ago!
