Losing Rouge Status and 9k+ points without notification

[SweetLittleD]

I have never been so disappointed as I've been a loyal Sephora customer for years and reached Rouge status quite some time ago and kept purchasing from Sephora over Nordstrom, Ulta and brand direct websites as I felt committed to Sephora. I physically went to Sephora the other week to purchase some items and redeem a few of my points, but was SHOCKED when the cashier informed me that although I have an active account I had no points.  

I later engaged Sephoras online help chat "real person or robot whose to say" and was told that I had lost my cherish Rouge status and ALL my 9k+ points and there was nothing they could do about it. I've never posted on the company site, but after stewing in the utter disappointment for a few days I felt I should reach out as this just doesn't seem right. I never received any communications that I was at risk of my losing my status or points, and believe its completely wrong both legally and morally to do so without notification, etc.

Has anyone else encountered this issue and been able to get a sephora human to reverse the change in their status and loss of points? If so, how did you do so? Who did you contact? Any help would be appreciated as this has really rocked my faith in the company and willingness to purchase through them if they could just take away the loyalty I've given them with no regard for me. In fact, had I know this was how I would have been treated I wouldn't have spent over $500 in the store the other day and I definitely wouldn't place the order I'd like to place for more goods. 

Please help.

[Atyne13]

This happened to me too! I was about to place my order during the Fall/Winter VIB Rouge event and tried using the promo code when I was informed it was not applicable yet because I did not have Rouge status any longer although I always make sure my total clears $1000, using the $ amount provided on the Sephora.com checkout page. 

After being a loyal Sephora customer since 2005 and a Rouge customer for at least the last 6 years, I was informed that my 2022 total was under the $1000 required to maintain my status in 2023. I’ve been an extremely loyal customer and I purchase all of my makeup and skincare through Sephora instead of Nordstrom, Ulta, or other brand websites, and have spent over $7000 in the last 6 years ($1000 over the minimum for Rouge over 6 years).

I added up my subtotals with discounts and it seemed that I was at $940  $60 under the minimum (even though I based my order on the total THEY provided on the checkout page). Plus, who on earth would spend $940 and not the last $60 to get Rouge status; that's just dumb.

However, the first Sephora live chat agent informed me that the "support team" said my orders for the year totaled $769, but after requesting the order information she received from the support team, she said that she didn't have any way to send that information to me, so I asked her to have the support team send me the order information and she said she was unable to transfer me to the support team and they could not send the information to me either, so she transferred me to a supervisor. 

I’m extremely disappointed that they would not honor the VIB Rouge status because my 2022 annual total was under by only $60, especially because I based my annual spend on the $ amount provided by Sephora.com on the checkout page during my last order in 2022. I was planning to spend another $1200 this year during the Rouge event, but I’m considering taking my business elsewhere simply based on how they seem to treat loyal customers - and it seems that I'm not alone.

I’m still shocked that they would risk losing a customer that spends over $1000 a year (other than last year apparently) based on a measly $60 difference. 

[DaneeBT]

HI @Atyne13 I'm sorry to hear about this. You can view your 2022 Purchase and Spend History on your account here > https://www.sephora.com/profile/BeautyInsider Please note that your year-to-date spend is based on the subtotal of your purchase (this does not include taxes or shipping fees) and in order to be upgraded to Rouge status, $1000 must be spent within one calendar year. I'm sorry for this experience. 

[alexturnerftw]

I lost my points too and couldnt get them re-instated. Had no clue they expired, I was rouge for multiple years but due to the pandemic and econonmy didnt spend as much the last few years. Was going to order something today to see my 2K points were gone. Called but they said unless I came up with a receipt from thib air of a 2022 purchase, I was SOL. I had tried to redeem my Bday gift last year but I have a later birthday and they had nothing in stock, that would have saved me I guess. I’m pissed after spending so much money for years that they weren’t willing to do such a simple fix to satisfy a customer. Taking my business elsewhere at this point and taking this as a sign.

[LaurieBT]

Hi @SweetLittleD,

For all clients, points will only expire if the account is completely inactive for 12 consecutive months or longer. As long as your account remains active, points will not expire. Examples of "Account Activity" would be making a purchase or a return, or redeeming a reward, the birthday gift, or a gift card within that time frame. Additionally, for all clients annual re-qualification for Rouge as well as VIB status would be required and I apologize for any disappointment this may cause. I'll send you a message shortly.

Best,

Laurie 

[ChristalM]

@SweetLittleD You get Rouge status from your account spend in a year. They are not going to "reinstate" it if you didn't meet the terms of the status.

[SportyGirly125]

@SweetLittleD 

just curious if you read the terms and agreements about your points?

https://www.sephora.com/beauty/loyalty-program#BIFAQPointsExpire