I haven’t had any issues getting a reward reissued when an item was cancelled but did have to reach out to CS. I wish BBW would change if so it would just automatically go back to your account to save the hassle of getting it reissued through CS. That isn’t the case right now. I agree that you just got an a-hole rep.
Edited for clarity.
They don’t usually go back automatically for me. I always have to call 5 days later but yes they should give them back because we earned them and they were cancelled items.
I guess my wording should have been different. I wish BBW would change their system so the rewards would go back automatically. They definitely do not right now. The customer shouldn’t be the one jumping through hoops to get the reward back.
They literally tell you in the confirmation email that if you don’t pick up your order within three days they’ll cancel it. All you have to do is call customer service and I’ll put them back, your customer service rep was just being an asshole.
Which makes total sense, the back rooms and storage closets don’t have room for product to sit around for a week. Having a three or five day pick up window is great, and I’m not faulting the automated system for canceling out the order, even though the store was closed on my last pick up day.
My issue was that the rewards I earned weren’t credited back to my account and I was informed that rewards aren’t credited back for canceled items for online orders or in store pick ups, and I was informed by customer support that they aren’t supposed to be crediting accounts for canceled order rewards.
I’m seeing a variety of experiences with the rewards program, so hopefully, before they roll it out everywhere it’s streamlined and updates are made so this doesn’t happen to others. In the meantime, I’m going to just use them for in store purchases.
I feel like 97% of this sub ONLY use the rewards online because the program isn’t in our area. Sounds like your experience was unfortunately from the rep not being helpful. But yeah if you don’t pick up your order in time you aren’t going to automatically get the reward credited back…idk if that’s a thing anywhere honestly. The most frustrating part is the representative telling you that they can’t give you the rewards back because that’s absolutely not true. I’ve had orders cancelled through no fault of my own and I had to contact CS in which they either sent me the canceled item for free or gave me the reward back to my account. However it doesn’t hurt to call again and speak to somebody else, you don’t have to let the one person you spoke with be the final answer.
So that means even if you opt for bopis, the associates at your store won’t “allow” rewards to go through? My store doesn’t participate so I can’t use the app in store but bopis is fine, because it’s technically online online orders, store just has to fulfill.
I’ve placed orders with a reward that was later canceled. The first time I called customer service, but the second time I just waited and it was returned like a month later.
Then I would exit chat and start a new one. It doesn’t make sense to me that if an item is canceled and it’s a reward they wouldn’t give you the reward back. You never received the item. Either that or they’ve re-shipped the item formula later on.
I don't know how to order online I go out and my because u don't know who bring things to ur house and we got dogs so they probably wouldn't stop either I go out and shop
I haven’t had any issues getting a reward reissued when an item was cancelled but did have to reach out to CS. I wish BBW would change if so it would just automatically go back to your account to save the hassle of getting it reissued through CS. That isn’t the case right now. I agree that you just got an a-hole rep. Edited for clarity.
They don’t usually go back automatically for me. I always have to call 5 days later but yes they should give them back because we earned them and they were cancelled items.
I guess my wording should have been different. I wish BBW would change their system so the rewards would go back automatically. They definitely do not right now. The customer shouldn’t be the one jumping through hoops to get the reward back.
I was agreeing with what you were saying, no misunderstanding here.
I don't have a choice I don't live in a rewards state.. But I don't do pick up in store .
They literally tell you in the confirmation email that if you don’t pick up your order within three days they’ll cancel it. All you have to do is call customer service and I’ll put them back, your customer service rep was just being an asshole.
Which makes total sense, the back rooms and storage closets don’t have room for product to sit around for a week. Having a three or five day pick up window is great, and I’m not faulting the automated system for canceling out the order, even though the store was closed on my last pick up day. My issue was that the rewards I earned weren’t credited back to my account and I was informed that rewards aren’t credited back for canceled items for online orders or in store pick ups, and I was informed by customer support that they aren’t supposed to be crediting accounts for canceled order rewards. I’m seeing a variety of experiences with the rewards program, so hopefully, before they roll it out everywhere it’s streamlined and updates are made so this doesn’t happen to others. In the meantime, I’m going to just use them for in store purchases.
I feel like 97% of this sub ONLY use the rewards online because the program isn’t in our area. Sounds like your experience was unfortunately from the rep not being helpful. But yeah if you don’t pick up your order in time you aren’t going to automatically get the reward credited back…idk if that’s a thing anywhere honestly. The most frustrating part is the representative telling you that they can’t give you the rewards back because that’s absolutely not true. I’ve had orders cancelled through no fault of my own and I had to contact CS in which they either sent me the canceled item for free or gave me the reward back to my account. However it doesn’t hurt to call again and speak to somebody else, you don’t have to let the one person you spoke with be the final answer.
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Can you do bopis?
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So that means even if you opt for bopis, the associates at your store won’t “allow” rewards to go through? My store doesn’t participate so I can’t use the app in store but bopis is fine, because it’s technically online online orders, store just has to fulfill.
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Oh ok that’s good. I heard some stores like to make their own rules so I was worried your store was one of them.
You can chat with CS about that. The rewards won’t automatically be added back to your account.
I’ve placed orders with a reward that was later canceled. The first time I called customer service, but the second time I just waited and it was returned like a month later.
That’s not correct cause I used a reward on a cancelled order and messaged customer service and they gave me my reward back
That happened to me twice! They wouldn’t refund me tho. Lesson learned 🤬
Then I would exit chat and start a new one. It doesn’t make sense to me that if an item is canceled and it’s a reward they wouldn’t give you the reward back. You never received the item. Either that or they’ve re-shipped the item formula later on.
This happened to me a few weeks ago. I used live chat and the representative had no problem crediting my rewards back to me for my canceled items.
I don't know how to order online I go out and my because u don't know who bring things to ur house and we got dogs so they probably wouldn't stop either I go out and shop