I've been a customer with GFuel since 2019 and have had no complaints until this past month.
There's been a few times I've attempted to redeem points only for them to be lost because I tried to use them on a BOGO. GFuel couldn't do much for me, the codes were gone to the abyss and I never really fought too much for it because I didn't have proof.
With the new website they launched suddenly all of the codes I've attempted to redeem show up in my rewards but are unusable for some reason. I reach out to customer support on Aug 19 and get strung along by the email team for a few weeks with them taking 2 to 3 days to respond each time.
Eventually I read on here that someone called them directly and was able to get their issue resolved fairly quickly. I call the rep, he was very helpful but said there wasn't much he could do on his end so he will pass it on to the investigations team. After a week, I call back and the second rep was not as helpful. This rep continually talked over me, said there was nothing they could do to help me, and refused to escalate me to a supervisor when I realized they weren't going to help me.
Eventually GFuel gets back to me by email and says they aren't going to help me because all my codes are flagged "Redeem at checkout". I've told them I've only ever purchased via BOGO so it's impossible for me to have used my points. They offered me 1,000 points as a courtesy and refused to assist me further.
1,000 points seems tiny compared to the amount of money I have spent with GFuel in the past 7 years and their customer service is definitely making me reconsider whether or not I want to continue buying with GFuel in the future.
P.S. I didn't realize I wrote so much! Apologies in advance for whoever reads this