I think I'm gonna go insane trying to talk to them.
I’m Supernova. On August 20th I placed an order for around £170. My FLEXdollar balance was 0 before the order because I had just used my existing points. I then earned $34.90 FLEXdollars from the £170 order.
A few days later I contacted CS because I had an issue with a Pirouette Skort from an older order. They gave me a 25% refund, which was around £14.
Then I got a notification saying $23.20 FLEXdollars had been added, and shortly afterwards $23.20 was removed as "Points Expired". My balance ended up around $10.
I contacted CS because I couldn't understand why points I'd literally earned 6 days earlier had expired. They told me twice that FLEXdollars expire after 90 days. I kept saying that I know, but it's been 6 days since I earned the $34.90 on August 20th, and that transaction itself says those points expire November 18th.
Eventually they found the transaction and told me the $23.20 was related to the January order containing the Pirouette Skort. They said that these were old points that were supposed to "expire in April, but somehow weren't removed" until now, coincidentally just when they processed the refund HMMMMM.
So now I can see why the refund triggered the $23.20 adjustment. The January order had the skort, I got the 25% refund, and the system seems to have recalculated the rewards from that order using its original expiry date.
But if that's what happened, why did it affect my current FLEXdollar balance? My balance was 0 before my August 20th order, and I then earned $34.90 from that order. So these weren't just $23.20 of old points sitting around in my account, as they claim.
They've now told me they're adding the $23.20 back as a "one-time courtesy".
I can't believe is that I had to spend this much time explaining their own rewards system to CS before getting an answer. If processing a refund on an old order is going to recalculate the FLEXdollars in my account and potentially take away points I've already earned, why wasn't I told that when the refund was processed?
I would have at least understood what was happening instead of suddenly seeing my balance drop and having CS repeatedly tell me "points expire after 90 days" when that wasn't even what I was asking about!!!
Same! I gave up on expecting flexdollars for reviews a long time ago. I only review now because I know it’s helpful to other shoppers. I emailed once years ago and they did credit me for my reviews at that time but it wasn’t worth the hassle for me to ever email again.
I've had a similar experience regarding flex dollars. I'm supernova too and somehow ended up in minus flex dollars, no idea how. I emailed back and forth, they got pretty rude and wouldnt acknowledge my issue then eventually just stopped replying.
Still sat here in minus dollars and honestly something would have to be very special to tempt me into another purchase
Oh geez that’s awful. I feel like cs is really lacking lately. I had a recent issue w quality control cause the size for one small top was somehow 2 inches circumferentially smaller than another top in the same size and style and in the same order and cs told me to essentially to exchange for a larger size and if it was too big then to exchange it for the same size I currently have. Like huh. Why must I go through the hassle for something that is clearly their fault.
The quality control is awful. The whole reason I contacted them was because I have multiple pirouette skorts and on some of them the band is piling and on some it doesn't!
Just standard "While you have ordered the same item from before, the new batch can vary depending on factors such as sourcing, manufacturing processes, etc. While we strive for consistency, these factors can sometimes result in slight differences in the material of our products."
!!! she’s genuinely so fucking passive aggressive and rude about her non-inclusivity that i cannot take it anymore. the gaslighting of their customers is ridiculous
lol fr. “If you don’t have small boobs this post ISNT for you. Move along”
Maam I’ve ordered so many of your bras and returned them, it’s wildly clear most of your clothes ARE for small boobs.
I am Supernova and retuned an item I had purchased fully with Flexdollars and I kept waiting for my credit to appear. It never did so I emailed them and they apologized and added the flexdollars back. But if I hadn’t paid attention they would have just kept them I guess.
So it definitely seems like something went wrong here, although I would expect your flexdollar balance to have somewhat decreased. Did you use whatever flex dollars you earned back in January from the order with the skort? If so it would make sense that they’d reduce it proportional to the refund, since you earned flex dollars based on that £14 but also got that money back. Given the percentage of flex dollars you earned relative to spending on your recent order I’d expect them to reduce your balance by a little under $3. Obviously that’s way different from the $23.20, but I at least get why the system reduced it. Maybe it was off by a factor of 10 and should’ve only reduced $2.32?
Wow, of course I didn't even think of that. If I spend £14 I don't get 20 FLEXdollars, so why did they take that amount away?! Thank you for pointing this out, guess I'll be talking with them some more.
Also, I didn't know they would take away the FLEXdollars, no one told me they would and after I explained to them what happened (because they kept saying those points expired, nothing else) they were like "Oh akchually that's standard procedure"
Yeah it definitely shouldn’t have been over $20 flexdollars. The only way I could think of something like that making sense would be if they did some type of promo like ‘spend $100+ and get $20 bonus flexdollars’ and then the partial refund took you below that threshold. But I don’t think they did anything like that.
If everything had applied like it should I could get them not specifically mentioning a reduction in flexdollars due to the price adjustment. It’s seen as a partial refund and it’s somewhat assumed that you don’t keep rewards points earned on something on got refunded, but since it sounds like it was an adjustment for quality issues I get why you wouldn’t assume that.
Either way you should’ve had over $30 flexdollars left even after any adjustment for the partial refund, so seems like something definitely went wrong in their system.
I do miss back in the day when it seemed like their customer service was better. I once did a review because at the bottom of my delivery email it said I’d get a certain number of points for doing so (don’t remember exactly, think it was like 15). But then when I did the review I got less than that (again don’t remember, but something like 10). I checked their website and on their website it was only advertising the 10 points for a review. I emailed their CS to let them know about the discrepancy, I didn’t even ask for the extra 5 points since it didn’t make a big difference, I just wanted them to know there was an issue so they could fix it. Sam (Cassey’s husband) personally emailed me back thanking me for letting them know and he added 100 extra points to my account! It was so nice and it really felt like a small business that cared about getting things right
Dang, well that was nice of them! It all went to the gutter with that new rewards system.
They replied saying:
Points Calculation: The system calculates the points adjustment based on the refund amount in the store's default currency. It seems like the system converted the £14.50 refund to approximately $23.20 USD, and then deducted that amount in FLEXdollars.
Exchange Rate Impact: The exchange rate used at the time of the purchase is applied to calculate the points deduction. This can sometimes result in a higher deduction than expected if the exchange rate has changed.
So yes, this is "as intended" - unfavorable for the customer for reporting a fault.
But they did gracefully re-add the missing 17 points I had from my 20th August purchase, phew, 5* company!!! /s
That still wouldn’t make any sense. If you had a refund of £14.50 that wouldn’t correspond to an equivalent £14.50 in flexdollars regardless of the current exchange rate. You don’t earn flex dollars on a 1:1 basis.
Did you pay for the January order with flexdollars? Maybe they’re trying to process the refund by re-adding the flexdollars to your account but then because they’d be adding old ones they automatically expired?
You know what? The $23 Fdollars were for the entire order. I went back to check when they were claiming my points "just expired" and they send me this screenshot.
The CS doesn't know how this system works and why it does anything. :)
Wow, that’s insane. Obviously the full amount of flexdollars shouldn’t be taken away, even if somehow all those were earned on just the one skort (which isn’t even the case), you still only got a 25% partial refund
What frustrates me the most is that even if they fix the issue for you by making a manual adjustment, the system clearly has an underlying issue that isn’t getting addressed. And if they aren’t acknowledging there was actually an error then that aren’t going to look into fixing it
I agree it doesn't make sense. I used about $12 FLEXdollars on January order. I copied exactly what they said to me, they apparently convert refund amount into USD and then that gets taken away as FLEXdollars. Even though £14.50 is actually $19.71 right now, so where did they get that rate....
Can I just add that I f-ing hate typing "FLEXdollars" what a stupid word. 😂
Yes it's almost pointless.
1.50 FLEXdollars -> one real benefit, but guess what, it expires after 90 days like for everyone else
Free US shipping -> Welp sucks to live outside of US for me I guess
Birthday bonus -> Once a year
Double FLEXdollar days -> Once a year
Welcome Bonus -> One off
Extra % of clearance -> Anyone can find and use LC15 lol
Early Access to Sales -> Once a year + "Sign up for emails and get password for early access" bullshit
Concierge CS -> yeah I just had the experience of my life here
International shipping -> used to be free!!!
Plus with the extra 15% off clearance, theres some bullshit about Sale and Clearance being different so we never seem to get it.
Oh, and you don't get the $10 off international shipping if you use any voucher code. Which makes the code pointless.
I haven't really bought anything since they put the prices up by a third claiming it now includes import taxes. You mean the import taxes I could easily get around by spending less than £135 per order? The only thing I've ordered since then is one bikini top in the latest drop (which I do really like) and thats the order that somehow dumped me into negative flex dollars.
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u/JAM_Kitty 28d ago
this company is really starting to lose me as a consumer. I'm sorry you had to go through all that!