SuperValu: Real Food, Real People

Help

General

1. Why do I need to register my key fob?
   • You must register your key fob in order to be able to redeem your Points. If your key fob is not registered, you will not be able to redeem your points e.g. receive a 5% off voucher if you have collected 400 points.
2. How will my details be used?
   • They will enable us to provide you with the best customer service possible.
   • They will allow us to examine our customers’ needs in order to continuously improve the Real Rewards programme for your benefit. Your custom is important to us.
3. Who can I contact if I have an enquiry about my account?
   • You can go to the Customer Service desk in your local SuperValu store
   • If you are registered, you can access some Customer Service functions on our Real Rewards member pages
4. How do I maintain my account?
   • You can update your registered details via Customer Services in store;
   • You can update your registered details via the Real Rewards member pages
   • You can update your registered details using a Change of Details form that you will find at the Customer Services desk in your local store.
5. My key fob is lost, stolen or damaged. How can I get a replacement?
   • You will need to pick up a new application form in your local SuperValu store. You are not required to re-register your personal details; however, we do need to know your new key fob number. You can inform us of your new key fob by completing a Change of Details form that you will find at the Customer Service desk in store.
6. What happens to my Points when I register a new key fob?
   • We will transfer all your details including your existing points to your new key fob. Should your old key fob be found and used again, the user will have no access whatsoever to the reward balance, as redemption will not be permitted.
7. I used to give my stamps to my family and friends. Can I do this with my Real Rewards Points?
   • Yes you can! You can transfer any of your Points from your 5% Off account balance, or your Getaway Breaks account balance to any nominated Real Rewards customer of your choice. This can be done at the Customer Service Desk in your local SuperValu store. If you have earned any Points from a Local promotion that are to be redeemed in store, these can not be transferred to another member.

Earning Points

1. Where can I earn Points?
   • You can earn Points in any participating SuperValu store. The Points that you earn will depend on the consumer offers running at that time. For example, you can earn Points towards your 5% off balance, and your Getaway Breaks balance in every SuperValu store operating Real Rewards 5% offer. However, for Local Offer Points or money back you will only earn these in your local SuperValu store, or other designated stores as advertised for that offer.
2. What if I forget to present my key fob during a transaction?
   • If you forget to present your Real Rewards key fob your receipt will be printed to show the number of Points you would have earned. You can take this receipt to Customer Services within 2 weeks of your shop and they will add these Points to your account for you. You will need to confirm your account details and have your key fob with you.
3. Do my Points expire?
   • Points do have an expiry date which varies by the offer they are collected for. Expiry date details are contained within the terms and conditions specific to each reward category and may be subject to change. SuperValu staff in store can also confirm offer dates for you.
4. How frequently is my balance updated?
   • Your account balance should be updated within 24 hours of each transaction. However, from time to time this may take longer.
5. I think my balance is incorrect. How can I check my transaction details?
   • If you are registered, you can access your full transaction history online via our member pages
   • You can also go to Customer Services in store where staff can access your account details.
6. Where can I access my balance?
   • On your receipt;
   • At the Customer Service Desk in your store;
   • Online by logging in and viewing your Real Rewards account details

Redeeming Points

1. How do I redeem my Points?
   • Getaway Breaks – by calling 0818 220 088 or going online
   • 5% Points: When you collect 400 points you will receive a 5% off voucher from the checkout operator in store. This voucher must used within the expiry date written on the voucher. Remember the bigger your shop when you redeem this voucher the more you save
   • Local Points – in your local SuperValu store only. This is the store at which you collected your key fob from.
2. I have a question regarding the rewards available to me. Who can I contact?
   • 5% Off vouchers – please ask your SuperValu staff at your local store. Please note, this is the store at which you collected your key fob.
   • Getaway Breaks – call 0818 220 088 or go online
   • Local Offers – please ask your SuperValu staff at your local store. Please note, this is the store at which you collected your key fob.
3. How will I be sent my rewards?
   • You will receive your 5% off voucher at the till from the checkout operator
   • Once you book your Getaway Break a confirmation will be sent via email or post.
4. Can I get cash back for points?
   • If your store is running a money back promotion then your points will be redeemed as cash.
   • If your store is not running a money back promotion then all points have no cash value.