From: robert.j.kowalski@gmail.com
To: support@basecampcoffee.com
Subject: Points disappeared - demanding explanation
Date: November 17, 2024 4:52 PM

To whom it may concern,

I am extremely disappointed with your loyalty program.

I had 142 points saved up. I was planning to redeem them this weekend for a free drink and pastry with my wife. I opened the app today and my balance shows ZERO.

I called your Alberta location and spoke with someone named "Jamie" who said my points "expired" because I hadn't made a purchase in 60 days.

NOBODY TOLD ME POINTS EXPIRE.

I signed up in-store on September 5th. The person at the register just said "sign up for rewards and earn free drinks." Nothing about expiration. No email warning. No app notification. Nothing.

I went on vacation for two months to visit family overseas. I come back excited to use my rewards and they're gone.

This is not how you treat loyal customers. I've been coming to Basecamp for THREE YEARS - long before this rewards program existed. Is this how you reward loyalty? By taking away points with zero warning?

What I want:
1. My 142 points restored immediately
2. An explanation of why there was no warning
3. A commitment to change this policy or at least WARN customers before their points expire

If this is not resolved satisfactorily, I will be taking my business elsewhere and leaving reviews on Yelp and Google explaining exactly how your "rewards" program works.

Awaiting your urgent response.

Robert Kowalski
BC-3847
(503) 555-0193
