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Post in Customer Support
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Lost 500 points

Anyone else extremely disappointed in Sephora for taking 500 points and NOT replacing them if you return an order where you redeemed 500 points for $100 off? I had no idea that was the case and I will never make that mistake again. Trying to use up gift cards and points and get away from Sephora as a result. Very very poor business practice. FIVE HUNDRED POINTS takes a very long time to build up. Horrible business practice. (Even if it is in the fine print) 

2 Replies

Re: Lost 500 points

This just happened to me too. Honestly, I’m trying not to buy from Sephora anymore. They seem to not be focused on customer satisfaction at all. For their prices I can buy anywhere else and that’s what I’m going to do…support other businesses.

Re: Lost 500 points

Agreed, it is very disappointing. Ironic to me that they are called 'loyalty' points that Sephora is not loyal enough to their customers to refuns the points when the customer is not happy with a product and wants to return it.

 

I received a lip balm and it was a bad experience. It burned and severely dried out my lips.

 

When I called to proceed with a return I discovered Sephora's policy about refunding Beauty Insider Points on returned orders - you do not.

 

I redeemed 500 points for $10.00 off this order, and learned that not only does Sephora not return these points when you return an item, they also deduct the points earned on that order, so after your return you could end up with a negative balance of points even though previously you had at least 500 points. I think this is a very unfair policy.

 

I have spent 100's of dollars at Sephora to earn those points and get VIB status. I am not sure how they expect customer's to remain loyal to Sephora with a policy like this - all of my favourite products can just as easily be purchased elsewhere directly from the brands.

Re: Lost 500 points

Same experience here. This is high way robbery. It is so unethical for a business to treat their loyal customers like this. We should start a class action lawsuit against Sephora on this. I will never shop at Sephora again and bring my money to Ulta!

Re: Lost 500 points

Agree - it is absolutely unacceptable - whether it is in the fine print or not.  

Re: Lost 500 points

@supergirl10 I'm sorry to hear that you are disappointed with this policy. It is listed when you apply the points to your purchase. I apologize for any confusion and will share this feedback with the appropriate department for future consideration. 

Re: Lost 500 points

Please pass the feedback on as you can see many loyal customers have complained of this same issue.  It is wrong, even if in the fine print.  

Re: Lost 500 points

Struggling with the exact same issue. 😩

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