Regarding the Recent Shoppers Drug Mart Optimum Points Events - Please Read

[DianneS]

Bottom line is that Shoppers is ensuring that the customer is out the money....not SDM....

[Tsija]

Has any of the victims contacted the BBB or Marketplace? There are at least 9 victims here, enough to make a point. Marketplace would be all over this! A large company with poor security failing to come through for their loyal customers in their own loyalty program! What a story!

I talked about it today with a group of people - they couldn't believe it. They are not SC, just regular shoppers who pay full price. Their reaction:

1) how can such a large company be so graceless during the holiday season
2) what a missed PR moment for SDM - give a stern warning but return points and be seen as an outstanding company - instead they are a heartless corporation - it seems many retailers have forgotten the value of a grand gesture
3) is SDM aware of how many people are hearing about this - not just the 9 - but through word of mouth - I have already told a lot of people...
4) remember the Dell incident? Guy got treated horribly by Dell - said he was going to post it everywhere - they said go ahead. He did. He ended up on Good Morning America with the president of Dell - who looked like a fool. They generously fixed the problem.

Is anyone how has been wronged going to do anything?

[Silk]

This has been a crazy busy week but I had to take the time to post this because I cannot believe the way SDM is handling this and the way they are treating those affected. In the cases where they said they revoked points due to trading – they waited till the holiday season and till members had built up their points for the mega-redemption and then confiscated all of the points? Sorry, but that is pre-meditated theft in my book.

Also, keep in mind that just because SDM says they are not liable doesn’t mean it’s true. You know those permission slips schools make parents sign when their kids go on trips saying the school is not responsible? They have been successfully challenged in court.

Some other thoughts and suggestions:

1) Get everything in writing. Communicate by email or fax if necessary. Keep notes on who you spoke to and when.

2) Make hard copies of SDM’s emails, posts on FB, info on the SDM website that may be interpreted as vague or contradictory (e.g. the email -- post? -- saying to share points to help during the mega-redemption).

3) Specifically ask and demand an answer to the question: Did SDM revoke my points or were they stolen by a third party?

4) Go to corporate HQ. You can try:

Tammy Smitham, Director, Communications & Corporate Affairs at (416) 490-2892, or
[email protected] or (416) 493-1220, ext. 5500. She is likely responsible for Public Relations.

Or call the switchboard and ask for the VP of Customer Relations. Here are some other names to keep at hand.

Domenic Pilla
President & Chief Executive Officer

Frank Pedinelli
Senior Vice-President, Legal Affairs & General Counsel

Sandra Sanderson
Senior Vice-President, Marketing

5) Consider contacting your local news station if they have a consumer segment, or a show like Marketplace (which someone else also mentioned), filing a claim with BBB (also mentioned), going to small claims against SDM for the value of your points, contacting a reporter at your local paper.

6) I believe there is a good case here for a class action against SDM for the lax security they have on their website. Class action because we don’t actually know who else across Canada has been a victim of points being stolen due to easy access to accounts via the SDM website. If any of you end up doing a media interview, perhaps you can mention there was a suggestion of a class action against SDM for their lax website security. Maybe some lawyers’ ears will perk up.

7) There is a website that allows you to set up an online petition. (Sorry, I don’t have time to search for it now – maybe someone else can?) I have signed a couple of them. There is room to put comments. It’s a good way to gather support to get the Optimum sign-in process changed, as well as to possibly find out if there are many non-SC optimum members who have had their points stolen or revoked.

8) Tell the owner of the store(s) you shop at why you will no longer be shopping there, and especially about the poor security on the website that allowed thousands of dollars worth of points to be stolen. Let them put pressure on SDM to change the sign-in process.

9) Make a fuss, become a nuisance, spread the word about what SDM has done and how they have treated you.

10) This will come back to bite SDM in the a$$.

To those of you who have had your points stolen or revoked, I want to say again (since the thread I originally posted in has been deleted) how sorry I am this happened to you. I haven’t been able to keep up with all the posts, but I’ve read enough that I can say I admire the way you are handling this situation with grace and even some of you, with humour.

Hugs,
Silk

[Junkster]

Anyone who is in the legal profession and the police profession... what would your opinions be on this situation. To me, this is clearly theft and identity theft. I see SDM's response to this to be irresponsible. If SDM does nothing to fix the security breach in regards to access to Optinum accounts in fraudalent procedures, than I would expect a class action to happen. We should demand changes made to security... and if they don't and this keeps happening... a class action should be persued.

Those that had points stolen and SDM won't do anything... you should enquire if the local police have been notified or speak to the police yourself. Has SDM even contacted the police about this?

Can those affected request a transcript of their account activity from SDM. It is "your account" so there can't be any breach in privacy.

The fact that they promote sharing points between family and friends is going against their own rules. So it is OK for them to break the rules and punish those that follow their lead.

I strongly feel a class action is needed here. If they continue to do nothing...more unwary shoppers will be jipped.

[bonfire]

i was in chris's group and no complaints here. fantastic job as group leader. however, i also will never do the event again. i don't trade now so that's not an issue.
sorry meant to quote weave's response in here first. too early in the morning!

[mellyskater]

i wonder if they werent stolen and SDM did take them? but then why would those that didnt trade have them gone? there seems to be much more to it then SDM is admitting. Regardless if anyone broke TOC or not, there was fraud and they should at least be investigating that part of it. That would be like Mastercard saying well you purchased online and now you have fraud on your account, too bad. But no, they investigate and give you back that money.

[rebecca123]

IF they did not want you to trade, THERE SHOULD NOT BE A TRADE FEATURE. end of story!

From their point of view it's not a Trading feature, it's a Transfer feature. Receiving anything in exchange for SDM points is against their rules. I wouldn't be surprised if the security is changed, and I wonder if they'll also change the paper you sign to make the part where it states the rules against trading in big, bold print. I know it's the consumer's responsibility to read what you're signing, but I'm pretty sure most people don't read the fine print. I also hope they put out a statement to clarify what their position is.

[tinkb]

i wonder if they werent stolen and SDM did take them? but then why would those that didnt trade have them gone? there seems to be much more to it then SDM is admitting. Regardless if anyone broke TOC or not, there was fraud and they should at least be investigating that part of it. That would be like Mastercard saying well you purchased online and now you have fraud on your account, too bad. But no, they investigate and give you back that money.

I agree Melly. I feel like so much more has happened here that they aren't (and will not) admit. I had a feeling that they weren't going to give any points back - so far, unfortunately, it seems like I am right.

Any updates on any of the family members?

[jjwbuster]

I have a question about the points going missing. When points are transferred isn't an email sent to the person who transferred the points?

[mellyskater]

yes an email is sent, but if they changed the email or removed it i guess you wouldnt get it. Whomever did this obviously knew how to avoid this. It just makes me wonder why some accounts had ppl's names and identities changed but others didnt (or not that we know of).

[xox2010]

You have the option of recieving an email or not, so whoever transferred the points probably unclicked that option.

[MapleLeaves]

Just my two cents: For those victims who have never traded points, there might be a case to fight with SDM to get points back. But for those who have traded points (-receipt of incoming points to the account), there might be a tough battle.
I work for a bank and know that once you've let others (friends or family) use your bank card or know any info related to your card, you won't be covered when your card is skimmed / compromised and the money in your account is stolen. The rule has been legally enforced for many years.
How the bank proves that you've let others use your bank card or know your card info is not easy, but for SDM, finding past transactions where you received incoming points in the account is just a click away.

[carlyincanada]

All great points everyone & thanks for all your support with this mess!!

SDM is being very vague as they are not saying you did XXX so this is why the points are gone nor admiting that someone took the points! Just that (in my case) you did too many transactions on your account! OK so where does it say that there is a limit for transfers?? and believe me I've had transfers from friends/family but no means in the hundreds?? So this really baffles me!!

I'm extremely concerned that someone CHANGED my account info & still have my name, addy & DOB & email info & SDM doesn't give a hoot about that!!

I'm am going to pursue this further until i can't more answers from them...they still have not had a higher up person call me as they said someone would within 24-48hrs when I spoke to HO on Dec 07.

My next step will be to contact the District Manager & find out if he still wants my business or not!! I'm a loyal customer & spent approx $1800 since Aug 29 & I earned my points fair & square!

[carlyincanada]

BTW...if someone RAOK'd you points do you consider that a trade?? Nothing was exchanged???

[PinkLincoln]

I suppose that's where they're vague "Disposed Of" policy comes in.

That can be interpenetrated in any way shape or form, to the average person it would be assumed their policy when using the term "disposed of" means you cannot get rid of your points in any way shape or form, but they encourage sharing amongst family. So, I can dispose of my points to close family and friends, but that term is used when it benefits shoppers drug mart and not the consumer.