Coles backflips on FlyBuys decision after customer outrage

·2-min read

Coles customers who saw a drop in their Flybuys points balance over the weekend will see their original balance reinstated, in a major backflip by the grocery giant.

Thousands of Flybuys customers received an email notification over the weekend informing them that a number of points will be confiscated.

Since March, Flybuys members were offered the opportunity to boost their points balance by purchasing select items.

Email stating incorrectly added FlyBuys points will be removed; Coles facade; Flybuys card
Around 600,000 Coles customers were reportedly affected by the initial decision. Source: Facebook, Getty Images, Coles

But due to an “administrative error”, additional points were allocated to customers’ accounts.

“After discovering this technical problem, we are removing those incorrectly awarded points from your balance and ensuring your balance is in line with our terms and conditions,” the email read.

However, following widespread outcry, Coles and Flybuys have now backflipped on the decision, announcing in a joint statement that they will not remove the incorrectly awarded points.

Coles customers livid over initial decision

Several unimpressed Coles customers slammed the retail giant for removing their points, labelling it “un-Australian” and threatening to contact Fair Trading and the ACCC.

“Seems unfair to claw back if it was no fault of the customer,” one person wrote on the Coles Facebook page.

“Fix it moving forward, don't penalise us for your issue Flybuys!” wrote another.

“Your actions are unreasonable and amounts to unconscionable consumer conduct,” commented a third.

“Coles should override the decision as it reflects poorly on you and does nothing for your customers,” wrote a fourth.

Coles and FlyBuys posted apologies on various customers’ social media posts, however customers remained unimpressed.

Coles announces 'goodwill gesture' for FlyBuys members

“On Friday Flybuys emailed a number of Coles customers to let them know they had been incorrectly awarded bonus Flybuys points due to an administrative error on some of their purchases at Coles,” the newly released joint statement said.

“As a gesture of goodwill, Coles and Flybuys have decided to honour the points for customers who received them in error, and we are working to restore them to member balances as soon as possible.

“We apologise to Flybuys members for the inconvenience and have reviewed our procedures to prevent similar occurrences in future.”

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