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. 

[LaurieBT]

Hi @ReneeOsch,

I'm sorry, points will automatically expire if your account is inactive for 12 consecutive months or longer. To keep the account active, you must make a purchase, redeem a reward, or the birthday gift, or a gift card within that time frame. The expiration policy is outlined in our Beauty Insider Terms and Conditions. I'll look into this further and I'll send you a message.

Best,

Laurie

[YukiJo]

I am the same…

I used to lived in the states and went shopping at Sephora often and saved about 2,500 points. Every time I purchase at the store, a shop person asked me if I use the points or save them but I always chose to save as I’ve heard they are indefinite period points.

Then because of the pandemic, I couldn’t have chance to travel plus since I am living in Japan which is behind of deregulation across the borders from other countries, I have less chances to remember about VIB. 
I also have never had any notification referring of the point’s expiration which is very sas and disappointed.

Yesterday I figured out that my points are all gone as I got a message from Sephora regarding the other matter and I accessed my account.

Since I’ve always been looking forward to receive some fancy rewards by my points. I wish Sephora return them somehow…

[elleyyz]

I, too lost many points. This is a terrible policy and very poor customer service. I will make it a point to not shop at Sephora anymore. 

[DaneeBT]

Hi @elleyyz 

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
 

[DaneeBT]

Hi @YukiJo 

I'm sorry to hear about your points. 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
 

[NatashaMcSwain]

This is ridiculous because I made purchases in the last few months and I was just active on my account last night. I went to purchase something today and all my points were gone. I had almost 3000 points and now I have 48 apparently. 

[keelybt]

@NatashaMcSwain  It looks like your private messages are currently turned off. Please send me a private message with your registered email address or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service
 

[YukiJo]

I sent a message back to you but have no replies yet. Hope to hear from you soon!

[LaurieBT]

Hi @YukiJo,

My apologies! I see your message was successfully sent to Danee and she will be responding as soon as she's able to.  Thank you!

Warm regards,

Laurie