Affinity Credit Union (Lake Lenore)

Initial Business Response / [redacted] (1000, 5, **17/08/23) */ I am writing in regards to a received complaint, Case # from [redacted] of Stratford, Prince Edward IslandAs a retailer we endeavor to make sure or customer enjoys each experience with our company and our promotions are transparent, and easy to understand We are very sorry in the specific case of [redacted] experience that the consumer did not feel as though he was being treated fairly and that we were not presenting a promotion with the utmost integrity In the case of the [redacted] promotion between the dates of August 14th to September 17th, in the marketing material conveying the offer, we made every effort to make clear the stipulations of the eventThe marketing material stated that if a customer chose to use a differed or equal monthly payment plan, they would forfeit the eligibility to earn [redacted] Reward MilesThe marketing material and mediums conveying the offer included a) The [redacted] prize pool site (link listed below), b) our specific coupon conveying the offer (attached), our flyer disclaimers (copy included below), in-store signage (copy included below), and finally the associate in-store who in this case conveyed the correct information to the customer It is also important for us to address [redacted] claim that our policy to exclude the earning of [redacted] from select transactions may be in some way a violation of [redacted] ' policies [redacted] allows participating businesses to exclude some transactions from earning Miles based on a mutually agreed upon criteria and the business needs of the issuing companyPrecedent is also set in our industry to exclude the issuing of loyalty program points when a transaction is financed through either an in-house account or a credit facilityFor reference we have included competitive examples of transactional exclusions (see below) In summation we feel as though we made a reasonable effort to convey the stipulations of this specific promotion to customer and that our cashier responded to the consumers question with the right information for the situation Our position being stated, we would like the opportunity to directly converse with [redacted] as we are never satisfied until our customer is satisfied We respectfully wait for the Revdex.com's reply to our response and confirm that we have permission to directly contact the complainant Best Regards, [redacted] - Marketing Manager [redacted] , Saint John, NB [redacted] Tel: [redacted] - kent.ca new [redacted] Kent Coupon Disclaimer: https://airmilesprizepool.ca/en/home [redacted] Valid at all Kent locations in Atlantic Canada from August to September 13, **Coupon and [redacted] (r) Card must be presented at time of purchaseMinimum qualifying purchase must be spent in a single transactionNot valid on charge accounts, Installation Services, purchases made using Kent Card deferred and equal monthly payment plansNo cash surrender valueOffer applies to the total standard Miles you get on qualifying purchaseStandard offer = Mile for every $ [redacted] spent before taxes and excluding cutting shop charges, labour and delivery charges, gift card purchases, pallets, eco-fees, rentals and bottle depositsThis Offer has a limit of [redacted] Bonus Miles per transactionBonus Miles will be deposited to your Account within days after the end of promotion (r)TMTrademarks of [redacted] International Trading [redacted] Used under license by [redacted] and Kent Building Supplies In store Signage : on the attached 3'x5' sign [redacted] General Information: [redacted] Offers are valid in NL, NS, PE and NB onlyKent Base Offer = Mile for every $ [redacted] spentYou will not get Miles on all purchases; exclusions will applyPlease ask an associate for detailsPurchase total is calculated after applicable exclusions, discounts, and before taxesYou will get Bonus Miles based upon [redacted] Bonus Offers that are active on the order dateExclusions include, but are not limited to, purchases of Gift Cards, purchases on kent.ca, purchases made on Kent in-house charge accounts and payments made on in-house charge accountsKent Card purchases are eligible for Miles for every $ [redacted] spent and Bonus Miles, with the exception of deferred payment programs which are not eligible for [redacted] Reward MilesAllow up to [redacted] days from the purchase date for Miles to be processedThe number of Miles you get is rounded down to the next whole number; you do not get fractions of Miles [redacted] Card must be presented at time of paymentSee Kent.ca for list of exclusions and full details(r)TM Trademarks of [redacted] International Trading [redacted] Used under license by [redacted] , Coand Kent Building Supplies [redacted] https:// [redacted] /arrow/EarnMilesInStoreSponsorDetails?sponsorId=11**7793**663&cm_sp=Earn+Sponsor...⇄ Terms and Conditions [redacted] (r) Reward Miles will not be awarded on all purchases; exclusions will applyPurchase total is calculated after applicable exclusions, discounts, and before taxes [redacted] Bonus Miles will be awarded based upon promotional [redacted] Bonus Offers that are active on the order dateExclusions include, but are not limited to purchases of Gift Cards, purchases on kent.ca, purchases made on Kent in-house charge accounts or payments made on in-house charge accountsPurchases made for Installation Services are eligible for Miles for every $ [redacted] spent, but are not eligible for [redacted] Bonus Offers, unless specifiedKent Card purchases on standard revolving credit are eligible for Miles and Bonus Miles, with the exception of deferred payment programs which are not eligible for [redacted] Reward MilesAllow up to [redacted] days from the purchase date for Miles to be processedThe number of Miles awarded is rounded down to the next whole number; fractions of Miles are not awarded [redacted] Card must be presented at time of paymentSee Kent.ca for list of exclusions and full details (r)TM Trademarks of [redacted] International Trading [redacted] Used under license by [redacted] , Coand Kent Building Supplies General Information: Kent.ca http://home.kent.ca/en/airmiles/details.htm [redacted] (r) offers are valid in NL, NS, PE and NB onlyKent base offer = [redacted] (r) reward mile for every $ [redacted] spent [redacted] (r) reward miles will not be awarded on all purchases; exclusions will applyPurchase total is calculated after applicable exclusions, discounts, and before taxesBonus [redacted] (r) will be awarded based upon Bonus [redacted] (r) offers that are active on the order dateExclusions include, but are not limited to purchases of Gift Cards, purchases on kent.ca, purchases made on Kent in-house charge accounts and payments made on in-house charge accountsPurchases made for Installation Services are eligible for [redacted] (r) reward miles for every $ [redacted] spent, but are not eligible for Bonus [redacted] (r) offers, unless specifiedKent Card purchases are eligible for [redacted] (r) reward miles for every $ [redacted] spent and Bonus [redacted] (r) reward miles, with the exception of deferred payment programs which are not eligible for [redacted] (r) reward milesAllow up to [redacted] days from the purchase date for [redacted] (r) reward miles to be processedThe number of [redacted] (r) reward miles awarded is rounded down to the next whole number; fractions of reward miles are not awarded [redacted] (r) Collector Card must be presented at time of payment Installation Services Purchases: See [redacted] (r) reward miles "General Information"Earn Bonus [redacted] (r) reward mile in addition to the base reward mile for every $**spent when you have your project supplied and installed by Kent; some exclusions applyProducts and labour purchased through Installation Services are not eligible to receive additional Bonus [redacted] (r) reward miles, unless specifiedProducts and labour purchased through Installation Services using a Kent Card with deferred or equal monthly payment plans are not eligible to earn [redacted] (r) reward miles Competitor's Policies: Timber Mart coupon disclaimer shows the exclusion for house accounts: [redacted] Offer valid from August - September 13, **at participating TIMBER MART locations onlyValid only on retail "Cash and Carry" purchases of $ [redacted] or more excluding gift cards, delivery charges, wholesale and house accountCoupon must be presented at time of purchaseLimit one (1) Bonus Offer per Collector ProfileOffer cannot be combined with any other Bonus Offer or PromotionBonus Offers are not cumulativePlease allow days following promotion end date for Miles to appear in your [redacted] Collector Profile (r)TMTrademarks of [redacted] International Trading [redacted] Used under license by [redacted] , Coand TMARTS Ltd [redacted] does not give miles to in house accounts, but they do allow financing plans to earn miles: https:// [redacted] Other conditions: Exclusions include, but are not limited to, purchase of gift cards, donations, purchases charged through a [redacted] store account and any other commercial agreementThe purchase charged through the regular and financing limit of the ***dvantages credit card can be apply for reward milesThe number of reward miles awarded is rounded down to the next whole numberIn case of a return of merchandise, the base reward miles will be deducted from the [redacted] Collector accountThe [redacted] Collector Card must be presented at the time of the in-store purchase or the [redacted] number must be entered in the online shopping cartCertain conditions applyDetails in storeThis offer is subject to change without notice [redacted] - no mention of credit card financing plans, however no miles for in house accounts: [redacted] Earn [redacted] reward mile for every $ [redacted] spent in a single transaction at participating [redacted] storesExclusions include: all taxes, the purchase of gift cards, the purchases charged through a store account and any other commercial agreementThe base reward miles will be deducted from the [redacted] Collector Account for each purchase returned [redacted] Collector Card must be presented at time of purchaseCertain conditions applyDetails in storeThis offer in subject to change without notice [redacted] : - they mention 'merchandise credit card', but in the financing plan disclaimers it never mentions excluding [redacted] [redacted] offers advertised on the web page/email are valid at all participating [redacted] Canada locations and [redacted] with a valid [redacted] Collector number at the time of purchaseBase Offer: One Reward Mile is earned for every $ [redacted] spent, net of refunds and exclusive of taxes, and discountsAll multiplier offers apply to the total base Reward Miles earned on qualifying purchase amountOffer excludes previous purchases, returned products, all assembly services, delivery services, all gift card purchases, merchandise credit card, charitable donations, electronics levies, environmental, other third party fees, install services and labour (unless purchase is a Supply and Install product where product and labour is sold together)Returns will result in recalculation of earned Miles and may result in Miles being deductedSpeak to an associate for more details on exclusionsCommercial customers making payments through a corporate account should ensure an [redacted] (r) Card with the corresponding commercial name is presented at the time of purchaseMiles will not be awarded for purchases made in-store, or orders delivered to, Nova Scotia, New Brunswick, PEI, Newfoundland and Labrador, or [redacted]

Initial Business Response /* (1000, 8, 2017/05/31) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
We have contacted the customer directly and have resolved the issue. We are providing her with a new replacement gazebo at no charge...

(bigger size than she originally purchased). We are also compensating her $[redacted] by way of a Kent gift card for the cost of fixing her cracked windshield.

Initial Business Response /* (1000, 5, **17/08/23) */
I am writing in regards to a received complaint, Case # 37683 from [redacted] of Stratford, Prince Edward Island. As a retailer we endeavor to make sure or customer enjoys each experience with our company and our promotions are...

transparent, and easy to understand.

We are very sorry in the specific case of [redacted] experience that the consumer did not feel as though he was being treated fairly and that we were not presenting a promotion with the utmost integrity.

In the case of the [redacted] promotion between the dates of August 14th to September 17th, in the marketing material conveying the offer, we made every effort to make clear the stipulations of the event. The marketing material stated that if a customer chose to use a differed or equal monthly payment plan, they would forfeit the eligibility to earn [redacted] Reward Miles. The marketing material and mediums conveying the offer included a) The [redacted] prize pool site (link listed below), b) our specific coupon conveying the offer (attached), our flyer disclaimers (copy included below), in-store signage (copy included below), and finally the associate in-store who in this case conveyed the correct information to the customer.

It is also important for us to address [redacted] claim that our policy to exclude the earning of [redacted] from select transactions may be in some way a violation of [redacted]' policies. [redacted] allows participating businesses to exclude some transactions from earning Miles based on a mutually agreed upon criteria and the business needs of the issuing company. Precedent is also set in our industry to exclude the issuing of loyalty program points when a transaction is financed through either an in-house account or a credit facility. For reference we have included competitive examples of transactional exclusions (see below).

In summation we feel as though we made a reasonable effort to convey the stipulations of this specific promotion to customer and that our cashier responded to the consumers question with the right information for the situation.

Our position being stated, we would like the opportunity to directly converse with [redacted] as we are never satisfied until our customer is satisfied.

We respectfully wait for the Revdex.com's reply to our response and confirm that we have permission to directly contact the complainant.

Best Regards,

[redacted] - Marketing Manager
[redacted], Saint John, NB [redacted]
Tel: [redacted] - kent.ca
new
[redacted]



Kent Coupon Disclaimer:
https://airmilesprizepool.ca/en/home
* Valid at all Kent locations in Atlantic Canada from August 14 to September 13, **17. Coupon and [redacted](r) Card must be presented at time of purchase. Minimum qualifying purchase must be spent in a single transaction. Not valid on charge accounts, Installation Services, purchases made using Kent Card deferred and equal monthly payment plans. No cash surrender value. Offer applies to the total standard Miles you get on qualifying purchase. Standard offer = 1 Mile for every $** spent before taxes and excluding cutting shop charges, labour and delivery charges, gift card purchases, pallets, eco-fees, rentals and bottle deposits. This Offer has a limit of [redacted] Bonus Miles per transaction. Bonus Miles will be deposited to your Account within 60 days after the end of promotion.
(r)TMTrademarks of [redacted] International Trading [redacted] Used under license by [redacted]. and Kent Building Supplies.


In store Signage : on the attached 3'x5' sign

[redacted] General Information: [redacted] Offers are valid in NL, NS, PE and NB only. Kent Base Offer = 1 Mile for every $** spent. You will not get Miles on all purchases; exclusions will apply. Please ask an associate for details. Purchase total is calculated after applicable exclusions, discounts, and before taxes. You will get Bonus Miles based upon [redacted] Bonus Offers that are active on the order date. Exclusions include, but are not limited to, purchases of Gift Cards, purchases on kent.ca, purchases made on Kent in-house charge accounts and payments made on in-house charge accounts. Kent Card purchases are eligible for 2 Miles for every $** spent and Bonus Miles, with the exception of deferred payment programs which are not eligible for [redacted] Reward Miles. Allow up to 1** days from the purchase date for Miles to be processed. The number of Miles you get is rounded down to the next whole number; you do not get fractions of Miles. [redacted] Card must be presented at time of payment. See Kent.ca for list of exclusions and full details. (r)TM Trademarks of [redacted] International Trading [redacted] Used under license by [redacted], Co. and Kent Building Supplies.

[redacted]
https://[redacted]/arrow/EarnMilesInStoreSponsorDetails?sponsorId=11**7793**663&...⇄ /> Terms and Conditions
[redacted](r) Reward Miles will not be awarded on all purchases; exclusions will apply. Purchase total is calculated after applicable exclusions, discounts, and before taxes. [redacted] Bonus Miles will be awarded based upon promotional [redacted] Bonus Offers that are active on the order date. Exclusions include, but are not limited to purchases of Gift Cards, purchases on kent.ca, purchases made on Kent in-house charge accounts or payments made on in-house charge accounts. Purchases made for Installation Services are eligible for 2 Miles for every $** spent, but are not eligible for [redacted] Bonus Offers, unless specified. Kent Card purchases on standard revolving credit are eligible for Miles and Bonus Miles, with the exception of deferred payment programs which are not eligible for [redacted] Reward Miles. Allow up to 1** days from the purchase date for Miles to be processed. The number of Miles awarded is rounded down to the next whole number; fractions of Miles are not awarded. [redacted] Card must be presented at time of payment. See Kent.ca for list of exclusions and full details.

(r)TM Trademarks of [redacted] International Trading [redacted] Used under license by [redacted], Co. and Kent Building Supplies.


General Information:

Kent.ca
http://home.kent.ca/en/airmiles/details.htm

[redacted](r) offers are valid in NL, NS, PE and NB only. Kent base offer = 1 [redacted](r) reward mile for every $** spent. [redacted](r) reward miles will not be awarded on all purchases; exclusions will apply. Purchase total is calculated after applicable exclusions, discounts, and before taxes. Bonus [redacted](r) will be awarded based upon Bonus [redacted](r) offers that are active on the order date. Exclusions include, but are not limited to purchases of Gift Cards, purchases on kent.ca, purchases made on Kent in-house charge accounts and payments made on in-house charge accounts. Purchases made for Installation Services are eligible for 2 [redacted](r) reward miles for every $** spent, but are not eligible for Bonus [redacted](r) offers, unless specified. Kent Card purchases are eligible for 1 [redacted](r) reward miles for every $** spent and Bonus [redacted](r) reward miles, with the exception of deferred payment programs which are not eligible for [redacted](r) reward miles. Allow up to 1** days from the purchase date for [redacted](r) reward miles to be processed. The number of [redacted](r) reward miles awarded is rounded down to the next whole number; fractions of reward miles are not awarded. [redacted](r) Collector Card must be presented at time of payment.

Installation Services Purchases:

See [redacted](r) reward miles "General Information". Earn 1 Bonus [redacted](r) reward mile in addition to the base reward mile for every $**.00 spent when you have your project supplied and installed by Kent; some exclusions apply. Products and labour purchased through Installation Services are not eligible to receive additional Bonus [redacted](r) reward miles, unless specified. Products and labour purchased through Installation Services using a Kent Card with deferred or equal monthly payment plans are not eligible to earn [redacted](r) reward miles.


Competitor's Policies:

Timber Mart coupon disclaimer shows the exclusion for house accounts:
* Offer valid from August 17 - September 13, **17 at participating TIMBER MART locations only. Valid only on retail "Cash and Carry" purchases of $[redacted] or more excluding gift cards, delivery charges, wholesale and house account. Coupon must be presented at time of purchase. Limit one (1) Bonus Offer per Collector Profile. Offer cannot be combined with any other Bonus Offer or Promotion. Bonus Offers are not cumulative. Please allow 30 days following promotion end date for Miles to appear in your [redacted] Collector Profile.
(r)TMTrademarks of [redacted] International Trading [redacted] Used under license by [redacted], Co. and TIM-BR MARTS Ltd.

[redacted] does not give miles to in house accounts, but they do allow financing plans to earn miles:
https://[redacted]
Other conditions: Exclusions include, but are not limited to, purchase of gift cards, donations, purchases charged through a [redacted] store account and any other commercial agreement. The purchase charged through the regular and financing limit of the [redacted]dvantages credit card can be apply for reward miles. The number of reward miles awarded is rounded down to the next whole number. In case of a return of merchandise, the base reward miles will be deducted from the [redacted] Collector account. The [redacted] Collector Card must be presented at the time of the in-store purchase or the [redacted] number must be entered in the online shopping cart. Certain conditions apply. Details in store. This offer is subject to change without notice.


[redacted] - no mention of credit card financing plans, however no miles for in house accounts:
* Earn 1 [redacted] reward mile for every $** spent in a single transaction at participating [redacted] stores. Exclusions include: all taxes, the purchase of gift cards, the purchases charged through a store account and any other commercial agreement. The base reward miles will be deducted from the [redacted] Collector Account for each purchase returned. [redacted] Collector Card must be presented at time of purchase. Certain conditions apply. Details in store. This offer in subject to change without notice.

[redacted]: - they mention 'merchandise credit card', but in the financing plan disclaimers it never mentions excluding [redacted].
[redacted] offers advertised on the web page/email are valid at all participating [redacted] Canada locations and [redacted] with a valid [redacted] Collector number at the time of purchase. Base Offer: One Reward Mile is earned for every $** spent, net of refunds and exclusive of taxes, and discounts. All multiplier offers apply to the total base Reward Miles earned on qualifying purchase amount. Offer excludes previous purchases, returned products, all assembly services, delivery services, all gift card purchases, merchandise credit card, charitable donations, electronics levies, environmental, other third party fees, install services and labour (unless purchase is a Supply and Install product where product and labour is sold together). Returns will result in recalculation of earned Miles and may result in Miles being deducted. Speak to an associate for more details on exclusions. Commercial customers making payments through a corporate account should ensure an [redacted](r) Card with the corresponding commercial name is presented at the time of purchase. Miles will not be awarded for purchases made in-store, or orders delivered to, Nova Scotia, New Brunswick, PEI, Newfoundland and Labrador, or [redacted]