I wanted to redeem the points I collected through Nutella’s under-the-lid promotion. After purchasing Nutella products for a long time, I accumulated a total of 5,525 points, and I tried to use them on both the official campaign website and the mobile app. However, even when new rewards appear in stock, the system shows “out of stock” almost immediately, and I am unable to use my points.
When I contacted customer service about this issue, I was simply told, “it’s up to luck.” I spent a significant amount of money and time purchasing products to collect these points, fully trusting the campaign. Not being able to claim a reward despite all this effort — and receiving such a dismissive response — has been deeply disappointing.
I ask that Nutella take my situation seriously, allow me to redeem my points for the reward I earned or provide an equivalent compensation, and ensure that the stocking and reward distribution processes are more transparent and fair.
I will attach screenshots and visual evidence to clearly show the issue.
Additionally, even when the rewards were uploaded at the exact moment, I waited for 30 minutes, and they still showed as sold out immediately. My spouse waited on the computer, and I waited on my phone at the same time. I also submitted a request for the crepe pan reward, but there has been no response. If this is how the campaign is run, Nutella is completely finished for me — I will no longer purchase or bring their products into my home.
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