How Not to Treat Loyal Customers: Points Expiration

[missmewest]

In the past 12 Months many were adversely affected by the pandemic and overall chaos of the world. In times like these we reassess our legacy plan, and that includes financial security. Many focused on increasing savings first.

Imagine the surprise  that Beauty Insiders (and up) received when told that the points they saved up for a January self-care haul had expired because they hadn’t used them yet.

If we are going to tout Customer First and Loyalty-esque words, I expect better. I probably shouldn’t but I do.

[DaneeBT]

Hi @missmewest,

Thank you for sharing your feedback with us and I'm sorry to hear about this. Points only expire if your account has been inactive for 12 consecutive months. You can keep your account active by making a purchase or redeeming a reward or the birthday gift. If you think there has been a mistake, please send me a private message with your registered email address. Thank you.

Always,
Danee

[missmewest]

Hi Danee,

Thank you for replying. The only mistake is the policy 😐, but that’s not your fault.

I appreciate your time.

Melissa