Cant redeem birthday gift

[StephSutton]

I went into a sephora store to receive my birthday gift in January because I hadn't been able to visit a location during my birth-month of December. The cashier said I wasn't allowed to receive it even though I saw a video online where a girl receives her birthday gift even though it was the month past her birth-month. I was confused because the cashier even asked me which gift I wanted and scanned it before saying she couldn't give it to me. Im seriously considering closing my account and never shopping here again because it looked like she put the gift into the system and then refused to give it to me. 

Spoiler

[DaneeBT]

HI @StephSutton,

I'm sorry to hear about this experience. I will send you a PM in just a moment.

Always,
Danee