30% App Discount Misleading & Not Honoured
I downloaded the app after seeing a promotion clearly advertising “30% off when you download the app,” with information stating that a discount code would be sent within 2 hours. I followed all the required steps and enabled notifications, but no code was received. When I contacted customer support, I was given three different explanations: First, I was told to place the order and that 30% would be refunded to my original payment method afterwards. Then, I was told there is no code available and that the issue would need to be escalated to their Operations Team, which could take 3–5 working days. After that, I was told to wait 24 hours, and if the code still did not arrive, only then would it be escalated for the 3–5 working day process. This inconsistent information was frustrating and unclear. A discount at checkout is not the same as a refund after purchase, and neither option was delivered within the advertised timeframe. I specifically wanted to use the 30% offer while other items on the website were already discounted. Delaying the process by several days would likely mean those promotions expire, making the 30% offer far less valuable. As a first-time customer, this created a poor impression. Promotions should be transparent, clearly communicated, and honoured as advertised. *** Thank you for your response. However, this matter has not been resolved. It has now been over 24 hours and I have still not received any discount code. During my interaction with customer service, I was advised to wait 24 hours, and if the code did not arrive, the matter would then be escalated to the Operations Team for a further 3–5 working days. This means the issue is still ongoing. Could you please clarify publicly how this has been marked as resolved when no code has been received? The promotion on your website clearly stated that a 30% discount code would be sent within 2 hours of downloading the app. If you are able to show where it states that this is instead a cashback promotion, or that receiving a code requires waiting 3–5 working days, I am happy to accept that this was a misunderstanding. Otherwise, I would appreciate the advertised offer being honoured as stated.