Disappointed. All 2280 points saved up are gone from my account, just like that! I'm going to shop at Ulta or Nordstrom Beauty instead.

[klassy]

I've been a Sephora VIB Insider for many years now, almost a decade. As of December 29, 2021, I had 2286 points saved up in my account. Jan 2, 2022 - I was about to make a huge order when I discovered all my points that I had been saving up are all gone! Just like that.

I spoke with one of Sephora's customer service agents over the phone as well as with their Twitter team (via DM) on Twitter. No one could help me reinstate my points. No one lifted a finger to help me. They said the points expired due to inactivity, and that's that. They cannot reinstate my points back "due to policy". Unbelievably cruel and I didn't get any warning via email or the app. In a pandemic year too. No regard or empathy for their loyal customers. 

I am posting here as a warning to all of you to show you that Sephora's team does not really care about their loyal customers, or even a heads up that if you experience hardship during a pandemic and don't make a purchase for a year, your Beauty Insider rewards points will expire without any heads up. And even if you ask their customer support, they will not help you, even if you've been a customer for many years. Even during a pandemic year.

I just created an account at Ulta and added $1000 worth of skincare and beauty products to my cart there - I'll take my business to Ulta instead Nordstrom's beauty department also has the same brands that Sephora offers, and a better loyalty program. 

[PoshO]

I think I had over 10k points and was a VIB member just to have them all taken away. I left the country for several months due to a family emergency, I reached out to customer support begging them for my points back and they said they couldn't. There was no warning at all. It's really cruel and unfair, I love Sephora, but clearly, they do not love me. I may take you're guys advice and start shopping at Ulta instead. 

[keelybt]

@PoshO I will send you a PM. 

[pinting]

I lost THOUSANDS of points as well, what are we supposed to do about it? I’ve been a member and loyal customer since early high school. The last time I went to make an order they had all disappeared and I’m not sure why I should try again

[keelybt]

@pinting I will send you a PM

[euniceDC]

Sadly this happened to me too i tried to forget about it cos when i think of it just makes me so disappointed cos ive been saving my points for more 8 years. The pandemic happened and i was struggling. Also I wasn't able to fly back to the us and purchase not even online cos no one would be able to receive my purchase if ever, so i was stuck abroad til things got better. I contacted sephora through email when i found out my points have been deleted and no one would help not considering what happened to me on why i couldnt make a purchase. I came upon this thread cos i just bought items from ulta where i usually shop now and thought if anyone had the same experience with points as i did

[jennav10]

The same thing happened to me. I had 1134 points expire with no warning from Sephora. They should send out emails letting you know points are expiring. No too happy with them. I’ll be taking my business to Ulta.

[polarbeariana]

happened to me too! It’s so disheartening because I had been saving up my points while waiting for items I wanted to be back in stock. And without any warning I all of a sudden have nothing. What makes it even more cruel is that the pandemic had a huge impact on people yet Sephora even goes (without any warning) and takes peoples long earned points away from them too. I will never bother coming here. And because of this. Ew @sephora

[NessZ16]

I've also been a VIB member since highschool and lost all my points, around 870, this year. I emailed support back and forth, told them about the pandemic year (I'm a nursing student now and was unable to make a purchase last year) and how I was not given a single email stating that my points are about to expire. No suggestions or help was given to me. I was excited to finally have saved a bit of money from my birthday to make a purchase but ALL my points were gone. In my last reply to the customer service, I mentioned how disappointed I am with their lack of consideration and how no warnings are given to customers. They never responded, so I guess they just don't care. Really bad service, they seemed to just give me the bare minimum answer. I'm looking into just joining another beauty account because this is ridiculous. 

[keelybt]

@NessZ16 I will send you a PM to help. 

[keelybt]

@NessZ16 I will send you a PM to help. 

[Hannah37]

@klassy 

Ugh!! That is so brutal! 2200+ points?! I lost approx 1200-1500. And I’m crushed. I’ve been saving them for something big and I just checked… all gone. 

The fact that Sephora doesn’t let you know that you’re about to lose them is just terrible. I spent $1500 (you $2280!) and you’re going to take that away from me without notice? During an unprecedented pandemic where people nationally and globally struggling financially and not being able to work for months at a time? This is disgusting. 

$2000+ worth of points honestly wouldn’t have even gotten you that much. The fact that you get a tiny little travel sample for $250 is sad. That’s why I haven’t spent them in the past. Because I’m always waiting for something good but it rarely comes along. 

Like you, I am going back to Ulta and Nordstrom exclusively. So long Sephora. I hope those 3500+ collectively of ours was worth it. 👋🏼

Edit: I just double checked and I had 2019 points. 😠

[JaneanBT]

Hi @Hannah37,

I will send you a private message.

Best Wishes,

Janean

[KitCat83]

This is just happened to me as well - lost over 2,000 points. Super disappointed as customer service said they couldn't reinstate and only pointed me to the T&Cs, which now I am aware of.

[LaurieBT]

Hi @KitCat83,

I'm sorry to hear this and I'll send you a message.

Warm regards,

Laurie

[Mking1168]

This also happened to me. I only had 850 pts but I still had them on Dec 20th and just went to purchase something today, Jan 3rd and they are GONE! NO EMAIL WARNING or anything! 😡

[keelybt]

@Mking1168 I will look into this for you and send you a PM.

[keelybt]

@klassy I'm sorry to hear about your experience. I will look into this for you and send you a PM. 

[klassy]

Hi there! Thank you so much for your help in restoring my points. I will make sure to keep in mind that after inactivity, the points will expire. I didn't expect to get help here, but to share my disappointment. I'm definitely happy with your quick response and service, and thank you so much for caring enough to help me out. I will continue to support Sephora after this experience. Thanks and happy new year.