Lost Points

[ReneeOsch]

I’m so disappointed in Sephora. I’ve been shopping at my local store for 10 years and had collected thousands of points. Now they’re gone and I only have 72.  So much for brand loyalty. I’ll be shopping at Ulta from now on where I earn $ off for buying. 

[AmandaxLi]

Hello,

the same thing happened to me. I’ve spent so much money at Sephora and they took 5414 points! So disappointed and a bit discouraged to spend more money at Sephora after collecting for over a decade.

[DaneeBT]

@AmandaxLi Oh no! It looks like your private messages are turned off. You can adjust your preferences in your Community settings (on the browser only, not the app). Please send me a private message with your registered email address so I can take a look.

[AmandaxLi]

Just messaged you, thank you!

[sephmademepoor]

It's so sad to see so many people experiencing the same thing! I had 2999 points and was just about to use 500 of them but decided to checkout when I woke up. Imagine my surprise when I wake up a couple hours later and all my points were gone... No warning, nothing. When I signed up 10+ years ago, I was told points never expire. I even opened a Sephora credit card recently! I just didn't have the opportunity to purchase anything in the last year since I was extremely busy with personal issues... I've been VIB or VIB Rouge most of the years since I signed up too.

At least there's an Ulta in my city (there's no Sephora here, haha...) and their points don't seem to expire as long as you're Platinum.

[C2roxy]

I'm super disappointed with Sephora too. I lost all of my points that I have been saving up and I wasn't able to pick up my birthday gift this year because it was always out of stock. 

[TyleehaBT]

@C2roxy I'm sorry to hear that. Points don’t expire as long as you have made a purchase or redeemed a reward or free birthday gift within the last year. For further assistance, please send me a PM or you can contact us privately on Instagram, Facebook, or Twitter. 

[Kmikulski]

I lost my points too and when I contacted customer service, they told me that there is no way to get them back. Super disappointing! I had had been saving them up to use on a larger purchase.

[StephanieLynn88]

Same! I had almost 4000 points that I was saving for something I really wanted. I was told in store they didn’t expire, but poof, gone, just like that. So disappointed in Sephora. I’ve now stopped shopping at Sephora because of this. I was a loyal customer for years. I even had rouge status. But I moved to where there was no Sephora and now that we have one here, I went to go redeem my points and I have NONE. I feel completely ripped off and don’t feel comfortable supporting a business like that. I now shop at shoppers drug mart and earn PC optimum points that don’t expire. What a rip off. 

[sephmademepoor]

Me too! There's no Sephora where I moved to, and I just woke up today to my points all gone. I was usually VIB/VIB Rouge every year except the last... because I had just moved and was really busy T___T I opened up a Sephora credit card too and now it feels like a waste. There's a Specific Other Makeup Store here though and I heard their points don't expire so I might have to go there instead.

[DaneeBT]

@StephanieLynn88 I'm sorry to hear about your points. It looks like your private messages are currently turned off. Please send me a private message with your registered email address or you may contact us via Facebook, Twitter, or Instagram for assistance. Thanks!

[sprinkledlady]

Imagine my utter shock at losing 3000+ points. The rules were changed during 2020, during a lockdown when the priorities were shifted and we were under a lockdown. Sephora has lost me since returning from the lockdown, I have an icky feeling about the store when I see it. I found this post to see if others had the same experience as I did. 

[kpoplove23]

I just realized that I lost all my points too... I had over 10k points and was saving to use them as well. Sooo disappointed Sephora made this decision to expire points just cause we're not active for 12 months? I've been buying stuff for 10+ years and never had this issue before... I will be bringing my business elsewhere as well.

[YuliGF]

Me too!

Total disappointment and frustration is what I feel in this moment after realizing the recent removal of almost 3000 reward points from my Sephora account. 😞

I was saving my points to use them on products I really wanted and made sense to use my points on.. Life gets tricky and hard for all of us at some point, doesn’t seem fair that the points are lost if you don’t make a purchase or get something even if you don’t like it, need it or can’t get it at that moment, just to spend the points and $$, what is the point of taking them away? To pressure the client make a purchase, I guess, I feels like a corporation move. 

As a loyal customer for nearly a decade, I have faithfully supported Sephora, making numerous purchases and actively participating in the rewards program. 

These loyalty points were not merely a currency for discounts but also represented the time, trust, and investment I have placed in the brand.

it just leaves a bad taste in my mouth as loyal customer who has consistently supported Sephora for almost a decade AND has a Sephora credit card, doesn’t make feel like supporting Sephora anymore. 

[NatashaMcSwain]

Same here! I had a lot last night and now they are all gone. I'm so frustrated right now. This is completely ridiculous.

[keelybt]

@YuliGF Points don’t expire as long as you have made a purchase or redeemed a reward or free birthday gift within the last year. I will send you a PM. 

[DaneeBT]

Hi @kpoplove23 I'm sorry to hear about your points and thank you for sharing your feedback with us. I'll take a look then send you a PM. 

[Nessa1976]

Same here! Had thousands saved for years and started going to Ulta because you get money back. Went to Sephora yesterday and found out all of my points were deleted. I was saving them for something worthwhile and I was there in March and still had them but now there was only 100. Thousands spent on make-up,  hair products and facial products,  all for nothing. Now I will for sure stay at Ulta. 

[LaurieBT]

Hi @Nessa1976,

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

Best,

Laurie 

[Kayjaywright]

The same thing happened to me and honestly I am disgusted by the customer service. 3500 points gone. Will be loyal to Ulta 

[DaneeBT]

Hi @Kayjaywright 

Points will 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. I'll look into this then send you a PM.

Regards,
Danee