A Loyalty Program That Didn’t Build Loyalty
I placed a large order with The Company Store on 6/8/2026 for $391.35 (Order #52707756). During checkout, I was not prompted to join Comfort Rewards, nor was I shown any notice that I needed to enroll within a short grace period in order for the purchase to qualify for rewards points. I later placed a second order on 7/5/2026, and that was the first time a rewards sign-up prompt appeared. I enrolled then. On 8/27/2026, the same day I am writing this review, I contacted customer service after returning the second order and waiting for the return to process. I asked whether the rewards points from my original 6/8 purchase could be credited as a one-time courtesy, since I had never been prompted to enroll during that purchase. The customer service representative checked with a supervisor, Jennifer, twice on my behalf. Both times, the request was declined, with the explanation that there was only about a one-week grace period. What made the interaction especially disappointing was that even after the customer service representative went back to the supervisor twice, there was still no willingness to consider a reasonable one-time exception. I was not asking for points on a returned purchase or attempting to take advantage of the program. I was asking for a courtesy adjustment on a nearly $400 purchase after explaining that the website had never prompted me to enroll. The supervisor’s decision seemed far more focused on defending the technicality of the policy than on resolving the customer-service problem in front of them. The interaction left me with the impression that preserving the letter of the rewards policy mattered more than retaining goodwill with an actual paying customer. My frustration is not about the return; those points were properly removed. My issue is that a nearly $400 purchase received no rewards credit because I was never presented with the enrollment opportunity, and a supervisor would not make a reasonable one-time exception after the situation was explained. For a loyalty program, that is a remarkably poor way to build customer loyalty, and it certainly makes me less inclined to shop with The Company Store again.