Missing Sainsburys Voucher / Topcashback

Afternoon. Like a few others I signed up for BT Infinity/TV/Phone package hoping to take advantage of the offer of £100 of sainsburys vouchers but am yet to recieve anything. Shame - would've been handy for the xmas turkey. I signed up on the 14th September, and the engineer visit was on the 8th Octover (had to do the BT TV myself as the engineerf advised he "wasn't multiskilled'). I''ve registered for the vouchers via the correct link but alas no joy.
I raised the order on line via Topcashback, which should have also entitled me to £110 cashback, but that has been 'declined by BT'. At the time of the order I had no BT products (phone or broadband), therefore couldn't be considered as renewing anything, and should only be considered a new customer. I immediately raised a ticket with Topcashback to investigate, but that's taking an age (request is with BT) so I'd really appreciate it if a moderator could look into this and the missing sainsburys voucher query.
Please let me know what information is required and how best to pass it on.
Many thanks.

Having problems with your Sainsbury's Gift Card??
If you have any difficulties claiming or receiving your gift card you can contact us online or by calling 0800 731 0286 (you'll need to select option 2).
This comes from BT website, number is UK based.
It seems BT have internally altered some orders for unknown reasons, this has meant internally different order numbers have been raised, these then don't match records for QUIDCO, TOPCASHBACK and Sainsburys Giftcards. They need to overide the system!!!!
This has sometimes been doen if the original changeover day has had to be delayed or if phone calls and broadband ended up changing over on different days.
Hope this is of some help.

Similar Messages

Missing Sainsburys Voucher

I ordered BT Broadband at the beginning of 2015, on the understanding that I would receive a £75 Sainsbury Voucher as a new BT Broadband customer.
After our Broadband went live (29 January) I filled out the online form to claim my voucher and then.......nothing.
Waited (patiently) until mid April when I contacted BT again, to be advised that I was eligible (Yep, knew that) and that I would receive my gift card within 21 - 30 days.
On 20 May I contacted BT again to advise that I was still waiting. Told that I was eligible (Yep, still knew that) and that a replacement (??) card would be sent out by recorded delivery and that it would arrive within 15 days.
It's the 18th of June. Still waiting.
Is there any hope of me my receiving my promised gift card?
Andrew

Hi aj_mackay,
Sorry about this, we can chase this up with the voucher team. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Sainsburys Voucher won't let me apply

Tried to apply for my sainsburys voucher after BT infiniity was installed. Asks for order number or VOL number from my emails. The order number says it should start with 7 and 11 letters but the only order number I have is alot longer than that and there is no VOL number stated. I have filled in the form that I am having difficulty but no email or anything to say anyone is looking into it for me.

Hi ajeffs,
Welcome to the forum and thanks for posting. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll make sure your voucher claim is going through. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Sainsburys Voucher

I ordered my BT broadband in September and was up and running at the beginning of October. 5 days after broadband commenicing I claimed my Sainsburys voucher online. I am still waiting to get it.
I would chase it up but cannot fine the confirmation emails containing my Vol Reference or order number.
I have been late, only by a day or two, in paying last two BT bills and is fully paid up, will this make a difference to getting the Sainsburys voucher?

Hi
I am sorry to see you are having problems
I suggest you contact live chat at this link they should be able to help you
http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Sainsburys voucher none payment

Quite surprised to see how many other people are having/or have had problems (shouldnt be suprised really)
I singned up to move fromm EE to BT infinity on 21st Nov 2014 and at the time the Sainsburys voucher was valued at £100. this was one of the contributing factors that led me to choose BT.
All of the criteria was met,
1. I was anew customer to BT
2. I used BT. com to apply for it
3. I applied for BT Ininity
I was given a service start date of 5th Dec 14, however that day came and went and was not activated, after contacting them and been told to wait a little longer, this carried on until 15th Dec when I was told during one of my many phone calls to customer services that they are unable to take over the EE line for some reason or other and that it would be quicker to put me in a second line and sort out the other one later.
The agent told me that the other order would be cancelled and that he would re-order for me, this was done and my service went live on 21st Dec 2014 so I then applied for the Voucher only to be told that I did not meet all of the criteria for a voucher (not sure which one)
I emailed them back explaining that they had canceled my order and replaced it when i spoke with them on the phone only to be told again that I do not meet all of the criteria required (still not sure which one)
Very disapointed with BT over this, seems they will use any excuse possible to get out of paying what they offer.
I am now looking to see if I can leave BT without having to pay, as I feel they have failed their side of the contract I took up with them.
Any help on this matter would be appreciated.
Solved!
Go to Solution.

Hi tbjay,
Thanks for taking the time to chat with me again today.
Apologies for the mix up receiving the voucher but the main thing is you've received it now.
The problem was due to you having to cancel your original order and when my colleagues were looking at this, they were doing it on the basis of the new order placed and that's why they were saying you weren't eligible.
Whenever I picked up your case, I went to them providing the original order reference from the order you placed online and told them to make their decision based on those details. It's great to see from following up today that they've sent the voucher out now and that you've received it.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Sainsburys Voucher not received

I signed up to BT early January and I still havent received my £125 Sainsburys voucher. Please can someone let me know what I need to do? I have called a couple couple times and the BT staff havent been very helpful.
Solved!
Go to Solution.

Please use this form to chase up your Sainsbury Gift Card.
https://bt.custhelp.com/app/contact_email/c/6090
This is the same method that the forum moderators would use. There is a delay in issuing gift cards at the moment.*
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Blank Sainsburys voucher

Hi
I recieved my sainsburys voucher last week only to take it into a sainsburys store to find out it was blank. I have called up whilst your operator was less than helpful he said it would be looked into and someone would get back to me.
I got the felling he didn't belive me and wanted to get rid of me on the phone. i still have the voucher if it needs to be sent back along with the reciept showing nothing had been put on it.
Regards
Colin Anderson

Hi Jenny,
Thanks for the post and welcome to the forum. Please get you details off to us and we will chase this up for you.
Please click on my username and you will find my contact link under the about me section of my profile. Please include your BT account details and link to this thread.
PS - Please accept our apologies for the delay in getting back to everyone. The holiday period has caused a few delays but we will pick this up as soon as possible.
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Sainsburys Voucher - Wrong Amount

I've just recieved my Sainsburys voucher today and I have discovered that the value is only £50 instaed of the £100 as advertised when we ordered our BT package.
I phoned and got through to India where the guy didnt seem to have a clue what I was talking about. Eventually he said to go and request another voucher at this link but I dont think that's going to work.
What should I do?
Thanks

The website gives exact dates and times the offers were valid at - they changed quite often and it would be worth checking against the date and time of your order. Often at midnight the amount might have changed.
https://www.vouchers.bt.com/offer/sainsbury?s_cid=con_email_SKCI_BTcomConfirmation_sainsburys
It also gives the number to call fort enquiries.

Sainsburys voucher has not arrived

I switched from sky to bt on 28th Feb 15 and part of my reason for doing so was to receive the £125 sainsburys voucher if ordering online, which I did. Our broadband was connected on 7th April and I registered for the voucher on the same day. As the voucher did not arrive I submitted the email enquiry form 2 weeks ago, and have had no response. I rang bt customer services today who were no help and said I should just submit email enquiry again! Any help? Very frustrating!

the link is posted here by community members to save you an increased waiting time for the mods to reply and a 3/5 working days wait for the mods to contact you back after you have contacted them
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Missing Sainsburys Gift Card

Hey Guys,
My BT Infinity broadband was installed in January, but I still haven't received my £100 Sainsburys gift card (I already filled out the claim form online)
Would anyone be able to help with this?
Kind Regards,
Michael

Hi Rocdamike
Send me an email using the contact the mods link in my profile.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Still no Sainsburys voucher

Joined BT over 5 months ago but still no vouchers. Was promised 100 pound within 45 days, filled in claim form as advises but still nothing. Any idea who I contact. Sent an email but no reply.

Did you apply for the voucher after placing your order? Did you get a conmfirmation email?
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Sainsburys voucher / Ignorant customer service

"Hi,
I had my Broadband installed on 11/10/2013, I filled out the forms for my Sainsburys giftcard on 22/11/2013. Therefore it has now been over 70 days since installation and over 50 days since I filled in the forms.
I tried to contact BTCare on Twitter who had me fill in a form with my details and said they would contact me as soon as possible, this was two days ago and I've heard nothing. I've tweeted them again since and I've replied to the email confirming they had recieved my complaint, but still no contact.
I already had a ton of problems prior to installation with BT (cancelling engineer visits hours before they were due, engineers simply not turning up, waiting 45 minutes on the phone to customer services just to be told there was nothing they could do, my installation would have to be delayed by two weeks) so I am getting pretty fed up of being ignored and left in the dark now. The actual services (phone and broadband) are great but your customer service leaves a lot to be desired."
All of the above text is copy and pasted from my post in an existing thread about Sainsburys vouchers. Posted it at 8AM and thus far it has also been ignored.
If anybody reading this is not already a BT customer and is considering signing up for their services, take this as a warning that while their actual products are great, don't expect them to be there if anything should go wrong. It appears they routinely ignore all forms of contact and don't deliver on the promises they made in order to reel you in.

I have still had no response regarding this. I'm getting really fed up of being ignored now.
I've asked again on Twitter who replied "We're working our way towards you in our queue. Sorry to have kept you. We'll be in touch asap." That was 2 days ago and 5 days since I originally asked.
I've replied to the following email twice with absolutely no response-
"Thanks for getting in touch. We just want you to know that we've got your e-mail. Your reference number is 140111-005208
We are experiencing high volume at the moment and will be in contact as soon as possible (from an 0800 number). If you need to get in touch with us again, just reply to this email."
The only reason I got a response on this thread was because I reported my own post as "inappropriate content", surprise surpise I got a reply within minutes. Nice to see moderating your forum is higher in your priorities than actually helping customers.
Can somebody please just tell me if/when I'm going to get this **bleep** giftcard? It's a simple question really, it's not rocket surgery.

Sainsburys Voucher System Erro

I have been told to create this entry - email it to a Forum Admin to deal with (Seriously? Anyone done _any_ process analysis in BT?)
Issue:
An exception has been raised within the callback
Since this is an open forum - I CANNOT POST MY PERSONAL ACCOUNT DETAILS.
So. I'm posting this link - then emailing it, with my data (how pathetic is that process??)

Hi Normal_8T_Customer,
I've offered to help on your post here so drop me an email with the details and I'll look into it for you.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

What customers can expect from BT customer support...

(In reply to the email at the bottom of this post. I am happy to discuss this with other members but please familarise yourself with the post first. I know its a long one, but I tried to make it as detailed as possible)
Hi Samia,
I don't want to give the impression that I like complaining, so I'll keep this factual until the end:
I signed up for infitiy 2 package with phone line in the first week of July. After purchasing the product online I called to arrange an engineer to visit who would install the product. During this time I asked about the £50 Sainsburys voucher promised at the time of signing up and was assured that they would arrive automatically within several weeks after my product was activated. The broadband went live during the 2nd week of July. One of my parents in a seperate address went through an identical (please understand the meaning of identical) process in all regards and after 4 weeks had not received the £100 Sainsburys voucher promised to her. So I started to contact the customer support team.
I was told by Ravi Prassad on the live chat support that the vouchers would arrive within 5 days for both addresses on Wednesday 9th October - 8 Days ago. There is a full log of this chat included after this email, people can jump to it by searching for reference "Appendix.1".
I was unhappy with his manner during the chat log, it was lackluster, using words like "okay" and "yeah" to answer qualitative questions I posed to him. So I contacted both phone support and the online live chat support again. I was speaking to Harold from accounts on the phone and Mudassir Ali on the live chat. After requesting it, both of them assured me that a manager would contact me, specifically by phone, with my mobile telephone number provided at the time. The time frame was to expect the telephone call from a manager within 24 hours. I did not receive a phone call of any nature on Thursday 10th October. The chat log with Mudassir is also available below entitled "Appendix.2".
On the morning of Friday 11th October I contacted the phone support, this time getting through to a male customer service agent by first name Kin, he had an american accent. Kin apologised for the unprofessional service that I had been given and assured he would rectify the problem. He himself was professional in his conduct and convincing with his words. His exact words were that he had sent an email off to the "corporate office" requesting that I be telephoned that same day as a priority, in light of what had happened during the previous 24 hours. I did not receive a phone call of any nature on Friday 11th October.
On the morning of Saturday 12th October I contacted the support team again by phone and eventually got through to Niscive. He and another colleague tried to further assure me by raising what they referred to as an "Enquiry Confirmation Number" ticket (******-******) and I was once again advised that I would receive a phone call on either Monday or Tuesday.
After this I left it until 6pm on the night of Tuesday 15th October before contacting support again. I got through to a CSA agent who told me over the phone that it was his 2nd day answering calls. I was put on hold often however had told him not to worry about doing so, I simply wanted the issue sorted. After confiding in his colleague several times he assured me me that the vouchers would arrive in 2 days, on Thursday (today, 17th October). He repeated this statement several times before saying that he would personally sort it out if there were any further problems. I then re-raised the question of why management had not contacted me. It took several attempts to get this question through his limited teaching and it was a frustrating experience. In the end he advised me that I could expect a phone call from management with an explanation for the events that has happened. He said the managers name was "John" and I was to expect a phone call within 30 minutes. I received no phone call of any nature on Tuesday 15th October.
I was getting pretty tired at this point, I had spent an estimated 6 hours on the phone to BT trying to solve both problems (lack of vouchers and unsatisfactory customer service) so I decided to wait until today (17th october) to see if the vouchers arrived. Unsurprisingly they did not arrive with this morning's post. Then at 11:30am I receive this email from yourself (at the bottom of this post) explaining that I have to wait a further 3 weeks (15 working days) and you attempt to give me permission to re-open the enquiry after 14 days if unsatisfied, but your wording suggested I was unable to do such a thing before hand. Well this email will be getting posted, in full, on your public forums, as well as printed off and sent to BT head office and Sainsburys (BT are tarnishing their image). I might even pop in to Belfast in person to visit the BT-tower on the Laganside with a copy to hand in in person. I will of course blank any of my own sensitive information when posting this on the forum.
During the various phone calls I experimented with different options. There is set of options on the phone to go through to a complaint line. When selecting these options you get warned by a pre-recorded voice before being notified about being placed in a queue the following; "We are very busy at the moment and it may take considerable time before we can answer your call" as opposed the message you receive on the accounts holding loop "We are very busy at the moment and apologise for the delay, your call will be answered as soon as possible". It is also worth mentioning that there is never a wait on the sales team line at all.
Time for an opinion because this service is nothing short of a joke, and completely sub-standard in compairison to my previous ISP, Virgin who always took their customers very seriously and treated them with respect. BT seem to treat theirs as if they already own the person's credit card and pin code and there is nothing the person can do. Direct debits are not so hard to cancel, so it is within BT's monetary interest at this stage to ensure I don't have wait any longer than 5 working days for the vouchers to arrive. If your system is too slow to process things that quickly perhaps one of the amazingly lazy managers can get off his/her backside and personally purchase and post out the promised voucher to this disgruntled customer.
Appendix.1

All of my personal details were omitted from the original post when the moderator >heavily< edited it removing all of the proving information of what has probably been my 2nd worst customer service experience with a company so far. All of this 5-6 working days stuff is utterly useless too. I want the vouchers sent out as promised by your own customer care team SEVERAL freaking times. I'm going to go off and see if I can find more public methods of name-and-shame because BT and the majority of its employees are completely unwilling to be accountable for their actions.
Oh and the very fact that a moderator has had time to come in and EDIT my original post but not provide support on it, is another joke to add to the book of "BT GOT YOUR MONEY FOOL HAHA".
Just look at these links:
Guardian Newspaper:
http://www.theguardian.com/money/2012/sep/28/bt-broadband-missing-sainsburys-voucher
-I'll be emailing them the transcripts, with all names & codes omitted to respect privacy, but everything else intact.
£100 Voucher not honoured:
http://forums.moneysavingexpert.com/showthread.php?p=63426257
Waiting for 158 Days!!!:
http://forums.moneysavingexpert.com/showthread.php?t=3940163
-Atl least we can enjoy the fact that this is a legal breach of contract and thus all "18 month" terms are out the window.
It's in the post:
http://community.bt.com/t5/Bills-Packages/50-Sainsbury-Voucher-in-the-post/td-p/494455/page/13
Still Waiting:
http://community.bt.com/t5/Bills-Packages/Sainsbury-s-Voucher/td-p/457413
The Wrong Side of 50:
http://wrongsideof50.blogspot.co.uk/2012/11/why-you-want-to-avoid-sainsburys-gift.html
These problems have been plaguing customers for over a year.

Sainsburys gift card debacle

Having gone round and round being shoved from department to department, sending emails, talking on the phone and doing online chats BT are still refusing to pay me what they owe me. I placed my order for the full BT package of BT Infinity 2, phone and BT TV entertainment package. At the time the voucher deal was £80 for taking out BT Infinity 2 and £70 for taking out BT TV entertainment package. I am a new customer and the order was placed on the 28/08/2014. Now a gift card turned up a couple of weeks ago which i went to use, and to my surprise and embarrassment it was for only £80 not the full £150. Unfortunately it is very difficult to prove exactly what the deal was at the time. when you place the order there is no mention of how much you have earned in Sainsburys vouchers. The common answer from BT when you finally get one is like this........
51.From 19.08.14 until 08.09.14 new to BT customers eligible for a £25 Sainsbury's Gift Card when ordering a BT Broadband package, except those ordering the online exclusive Unlimited Broadband £8/mth for 12 months package who are eligible for an £80 Sainsbury's Gift Card (with or without TV).
52.From 19.08.14 until 08.09.14 new to BT customers to eligible for a £80 Sainsbury's Gift Card when ordering a BT Infinity package (with or without TV). Existing BT Broadband customers upgrading to BT Infinity or those adding just BT TV are excluded.
Please refer to the ‘Terms and Conditions’ section at the bottom of the Sainsbury’s offer page for confirmation of this - https://www.vouchers.bt.com/offer/sainsbury
Best wishes,
BT.com Vouchers Team
Now this is all well and good but no one ever mentions the BT TV part of the deal which was £70, and BT seem to have a complete mental block on this. Tracing any info on past deals is virtually impossible but i did find this on the Uswitch website....
BT is also offering £150 vouchers with its TV Entertainment + BT Infinity 1 and its TV Entertainment + Unlimited BT Infinity 2 broadband deals.
With TV Entertainment + BT Infinity 1, subscribers receive up to 38Mb downloads speeds with a 20GB usage allowance.
They can also take advantage of weekend calls and a free YouView set-top box, and 20 extra channels on top of Freeview.
The fibre broadband package is priced at £10 per month plus line rental, rising to £22.45 per month plus line rental after six months.
TV Entertainment + Unlimited BT Infinity 2 offers the same deal on TV and home phone services, but consumers can download at even faster speeds.
Subscribers can download at up to 76Mb and upload at up to 19Mb.
The broadband deal is priced at £25 per month plus line rental for three months, rising to £33.45 per month plus line rental thereafter.
Monday, 1st September 2014
Cough up BT. This is blatent avoidance on your behalf.

As a new fibre to the home customer i am a little annoyed that in my flat there is no option other than bt and the high fees, I signed up online and was told to phone customer services as the bt website does not allow fibre to the home orders to be placed. These are handled by a seperate department with its own call centres etc..
When i ordered by phone i specifically asked do i still get my £125 voucher? I was told yes and asked several times. Knowing what bt can be like i recorded the call on my mobile.
When i finally got round to having my connection go live i went online to request my sainsburys voucher only to be told NO, i didnt order online. this came from somebody abroad who had followed the rules in an absolutestrict interpretation.
Angrily i phoned the fibre to the home easy assist team, asking whats going on, i stated i only ordered as i was told i would get the vouchers, otherwise i have been mis sold the service and wish to cancel failing this i will take you to the samll claims court.
The guy i spoke to went away and said yes, i will get the vouchers but they have to manally order them from the fibre to the home dept. and not the normal call centres or customer services team.
Fibre to the home is a seprate business within bt, most of the staff know nothing about it, are not trained to advise or assist. go straight to the fibre easy assist team and you will get somewhere.
I advise all fibre customers with fibre to the home (not fibre from the green cabinet fibre) (fibre to the home customers will know if you are one) to hold tight go to the easy assistteam when everything is up and running and you will get somewhere. Do not waste your time dealing with the standard call centres in the uk or india they dont have a clue. You wil get the vouchers just hold tight.

Missing Sainsburys Voucher / Topcashback

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