CNL screws up again

So, the C & L Internet Club, through which I've gotten a lot of DVDs, is cancelling their customer rewards program.

I had until the end of the month to pick out an item covered by my existing rewards points, and have it shipped to me.

In addition, they have a "Deal by the Day", which is basically the day's deeply discounted DVD.

They charge $7 for shipping up to 5 DVDs at once, so I thought I might as well wait for a nice DBTD to turn up and spread out the shipping cost.

CNL, however, does not allow one to apply one's points simply by picking out the item in the shopping basket which is supposed to be redeemed.

No. They make you put in a separate order, check a box to say that you'd like it to ship with your regular order, and also check a box when placing the regular order to say that you've placed a rewards order to be shipped with said regular order.

I did all that. Did they ship me my free DVD?

Nope.

Checking my account on their website, my paid-for-with-redeemed-rewards-points item was invoiced and cancelled a full hour before they invoiced and shipped my now overpriced "Deal By the Day".

And it's not due to them running out of stock, or my filling in the boxes incorrectly.

The DVD which I want is still on the shelf, according to their database.

And I've got copies of the order confirmations, showing that the relevant bits were ticked correctly.

I never received a cancellation notice.

And when I try to checkout again, my points are gone.

I'm going to have to email them.

I hate it when people require you to trust them, but can't even be bothered to try not to screw it up.

Incidentally, if you're shopping through their website, the "confirm" button on the first page of the checkout does not allow you to confirm that your information and options are correct before proceeding to give them your money, but instead, processes your credit card directly.

I found this out the hard way.

You have been warned.