Update Rewards
Last Updated: May 17, 2025
Dear Customers,
We are writing to inform you that your order was impacted by a recent issue caused by a system bug in Smile.io, our loyalty program provider, between 11:35 PM on May 15 and 3:00 AM on May 18. During this period, a large-scale system error affected the points and gift card functions, leading to several issues, including, but not limited to:
* Points being unexpectedly cleared or reduced
* Points expiring earlier than expected
* Failures when attempting to redeem points
* The ability to apply multiple discounts without meeting the minimum requirements
* System bugs overriding other limits
We have been informed that the issue has now been resolved. However, as a result, hundreds of affected orders were automatically detected and canceled, and all gift cards were returned to their original payment methods.
We deeply regret the inconvenience this has caused. While this issue was beyond our control, we understand the frustration it has caused. As a company that values our customers, we are committed to making this right. To resolve this, we are offering the following compensation to affected customers:
1. Extending the expiration date of points that were prematurely expired by 3 months.
2. Fully restoring any points that were unexpectedly reduced or cleared.
3. Refunding deactivated gift cards with 120% of their value in points.
4. Allowing points to be used for discounted products, as gift cards are temporarily unavailable.
5. Enabling the use of points on clearance products starting in the next 7 business days.
6. Lifting the daily limit on point redemption orders within 7 business days.
To make the most of your rewards within the system, we recommend splitting any points balance of $100–300 into 2–6 separate orders, each using $50 worth of points. This will help you get the best possible discount. For your convenience, you can refer to our reward policy here: https://vesta-sleep.com/pages/rewards-program.
Although this situation has caused us significant losses, we want to avoid simply canceling orders without an explanation. We appreciate your understanding as we work through these challenges and implement the necessary fixes.
Additionally, we are actively working with Smile.io to restore the gift card feature and prevent such issues from occurring in the future.
Thank you for your continued loyalty.
Best,
Vesta Reward Program Team
We are writing to inform you that your order was impacted by a recent issue caused by a system bug in Smile.io, our loyalty program provider, between 11:35 PM on May 15 and 3:00 AM on May 18. During this period, a large-scale system error affected the points and gift card functions, leading to several issues, including, but not limited to:
* Points being unexpectedly cleared or reduced
* Points expiring earlier than expected
* Failures when attempting to redeem points
* The ability to apply multiple discounts without meeting the minimum requirements
* System bugs overriding other limits
We have been informed that the issue has now been resolved. However, as a result, hundreds of affected orders were automatically detected and canceled, and all gift cards were returned to their original payment methods.
We deeply regret the inconvenience this has caused. While this issue was beyond our control, we understand the frustration it has caused. As a company that values our customers, we are committed to making this right. To resolve this, we are offering the following compensation to affected customers:
1. Extending the expiration date of points that were prematurely expired by 3 months.
2. Fully restoring any points that were unexpectedly reduced or cleared.
3. Refunding deactivated gift cards with 120% of their value in points.
4. Allowing points to be used for discounted products, as gift cards are temporarily unavailable.
5. Enabling the use of points on clearance products starting in the next 7 business days.
6. Lifting the daily limit on point redemption orders within 7 business days.
To make the most of your rewards within the system, we recommend splitting any points balance of $100–300 into 2–6 separate orders, each using $50 worth of points. This will help you get the best possible discount. For your convenience, you can refer to our reward policy here: https://vesta-sleep.com/pages/rewards-program.
Although this situation has caused us significant losses, we want to avoid simply canceling orders without an explanation. We appreciate your understanding as we work through these challenges and implement the necessary fixes.
Additionally, we are actively working with Smile.io to restore the gift card feature and prevent such issues from occurring in the future.
Thank you for your continued loyalty.
Best,
Vesta Reward Program Team
