Where have my B&Q of­fers gone?

The Daily Telegraph - Your Money - - READERS’ LETTERS -

I am writ­ing re­gard­ing the B& Q Club card.

Un­til Jan­uary, re­ceipts and money-off vouch­ers came by email with­out a prob­lem. When I then up­graded to a Di­a­mond Card, the emails stopped.

B& Q told me that, thanks to GDPR (Gen­eral Data Pro­tec­tion Reg­u­la­tion), cus­tomers needed to be opted in to re­ceive mar­ket­ing emails and re­ceipts and vouch­ers. That con­tra­dicts what the club web­site states, which is “untick or leave this box blank and click sub­mit if you want to re­ceive B& Q Club voucher re­wards via email”. This seems clear enough. I left the box blank. SK, WILTS

B&Q ini­tially ad­mit­ted to me that it had made a mis­take and promised you would re­ceive vouch­ers in fu­ture.

I asked it to elab­o­rate on the er­ror and what it was do­ing to re­dress the fact you had lost out through this mix-up in the past.

It now said: “Due to an in­ter­nal er­ror, Ms K’s re­quest wasn’t sent on to our data pro­tec­tion team, who have ex­pe­ri­ence to help with such queries.” It has sent you a £50 gift card as a ges­ture of good­will.

When you reg­is­tered, it ap­pears you con­sented on the form to re­ceive mar­ket­ing in­for­ma­tion. The word­ing you saw re­lated to ex­ist­ing mem­bers and is no longer in use. Even so, you now find your­self opted out of mar­ket­ing emails and not get­ting the lat­est of­fers. To re­verse this, your mar­ket­ing pref­er­ences need up­dat­ing.

Mean­while the perks seem to be di­min­ish­ing. Over-60s who are mem­bers of the Di­a­mond Club such as your­self used to get 10pc off all prod­ucts on Wed­nes­days. Now the dis­count ap­plies only to gar­den­ing prod­ucts. B&Q said gar­den­ing prod­ucts were the most pop­u­lar cat­e­gory for this age group.

I also un­der­stand that B&Q is in the process of re­view­ing its loy­alty card pro­gramme in gen­eral.

LET­TER OF THE WEEK

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