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Post in Customer Support

Lost ALL my points Jan 2021

I went to make a purchase today at only to time find out I lost all of my points (1490!). As a nurse and a current student during this pandemic, money has been tight and I haven't been able to make many extra purchases this past year. I called customer service and was told there was nothing to do, my points were gone. It's been a crazy year and for Sephora to not make any extensions is quite troubling. They've lost a loyal customer. 

Re: Lost ALL my points Jan 2021

Hi @Laura6007,


Points only expire if your account has been inactive for 12 consecutive months or more. You can keep your account active by making a purchase or redeeming a reward or the birthday gift. Please send me a private message with your registered email address if you think there's been a mistake. Thank you.




Re: Lost ALL my points Jan 2021

Thats correct, I haven't been able to make a purchase or go to the store to get a reward because of financial reasons or simply avoiding the malls due to COVID. I think it's unfair that Sephora, as large of a company as it is, can't make an extension considering how unprecedented 2020 was. 

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