Hello Angelika - congrats on earning a freebie! So sorry to hear that you experienced an app issue - to be honest the best way to use rewards is to actually order through the app and redeem them there in your account.
I do not see an email from you, however all rewards that are not used (if they expired from not being scanned in enough time) will reappear in your rewards menu. I’m sure this is the case, and everything is fine now; however please email me if there is more to the story and you feel we still deserve a 1 star review. I’d be happy to ensure that the team member who did not properly explain this to you will receive proper training The email is
[email protected] Thanks!