[UPDATED 16 May 2019: In response to customer feedback, information in this blog post has been updated since it was first published. See this blog post for full details about these changes]
We care a lot about our customers and about creating a positive online shopping experience. We take a lot of pride in our fast delivery speed, our massive product range, and our friendly customer service – these are the things that keep you coming back for more. Unfortunately the same cannot be said for our Banana Points program.
We started Banana Points with the intention of being a means to reward customers for their loyalty. Over the last few years, however, as we focused on other areas of our business, Banana Points have taken a bit of a backseat and become a disappointment for many customers. Our Banana Points offering is no longer consistent with our philosophy of “under promise and over deliver”.
We've put a lot of thought into it and have made the difficult decision to retire the Banana Points program. We understand that this may be disappointing to some customers but we have a plan that will ensure that you will all receive something of real value in exchange for your existing Banana Points balances. The most common suggestion that we've received from customers in relation to Banana Points is “can you let us convert our points into free shipping on our orders?” We've listened to your feedback and we've come up with a solution that will address that.
On 27 May 2019, the Banana Points program will end. You will then have the option to convert your remaining Banana Points balance (excluding Trade Accounts) into a Primate subscription at a date of your choice until 31 December 2019. For the duration of your Primate subscription, you will receive unlimited free delivery within New Zealand, free upgrades for rural, Saturday, and signature-required deliveries, as well as exclusive discounts and early access to big sales. Visit our Primate page to find out more about the benefits of Primate membership.
Banana Points will be converted to Primate subscriptions using the following rates:
- 200,000 Banana Points: 1 year Primate subscription
- 55,000 Banana Points: 3 months Primate subscription
- 700 Banana Points: 1 day Primate subscription
- When you activate your free Primate subscription you will also receive a bonus 7 days on top of your converted Primate duration (updated 16 May 2019)
e.g., if you have 80,000 Banana Points you will receive a Primate subscription for 3 months (55,000 BP), plus an additional 35 days (25,000/700 BP), and a bonus 7 days when you activate your subscription. The remaining 500 BP will be written off.
Frequently Asked Questions:
When will the Banana Points program end?
Our Banana Points program will end at 2PM on 27 May 2019.
When will my Primate subscription begin? (updated 16 May
From May 28th customers who qualify for a Primate subscription (excluding Trade Accounts) will be given the option to convert their remaining Banana Points balance into a Primate subscription at a date of their choice until 31 December 2019. You will have until 31 December 2019 to activate your Primate subscription, all outstanding Banana Points will be written off after this date. When you activate your free Primate subscription you will also receive a bonus 7 days on top of your converted Primate duration. This will ensure that you all have plenty of time to make use of your Primate subscription.
Can I choose when my Primate subscription begins? (updated 16 May
Yes. Refer to the question above for more details.
Can I have free vouchers or account credit instead? (added 16 May
We understand that vouchers or account credit would be an attractive offer. Banana Points were never intended to have a dollar value attached to them and we'd never be able to offer a meaningful dollar amount in exchange for Banana Points without putting our business in jeopardy. Unfortunately offering vouchers or account credit is not an option.
What will replace Banana Points?
We do not have any immediate plans to replace the Banana Points program.
What if I have less than 700 Banana Points?
Any balances below 700 Banana Points will be written off.
What does this mean for customers who pick up their
Primate subscriptions give customers access to Primate-exclusive discounts, as well as early access to big sales. You can also use your Primate subscription to send gifts to family and friends around New Zealand for birthdays and other occasions with free shipping.
What do I get if I already have a Primate subscription?
Your Primate subscription will be extended. The extension period will be determined using the Banana Points conversion rates above.
Will I get free shipping on unshipped orders placed before my
Primate subscription begins?
The free shipping won't apply to any unshipped orders placed before the conversion date.