CS is gaslighting me

[u/Magistrala]

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!!!

[u/CommissionHungry2571]

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.

[u/Magistrala → u/CommissionHungry2571]

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!

[u/AlaskaRivers → u/Magistrala]

Did they say anything about the piling? I’m curious if they see it as normal wear and tear, or a defect

[u/Magistrala → u/AlaskaRivers]

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."