Missing package 500 points not refunded

[ElsaHY]

I placed an order a couple weeks ago applied 500 points for $10, and it showed delivered but actually not. I contacted customer service a week ago, I chose the option to get refund because I planned to order pick up (was not confident on the shipping company Sephora is using now). The first representative told me the points will be refunded within 24 hours, however until today I still have  not received the points. So I contacted again, this time they told me that is not refundable. 

I don’t understand why my own reward points is not refundable while I even never received the product? 

This is so unfair. Feeling the reward program is getting worse

[keelybt]

@ElsaHY I'm sorry to hear that! I will look into this for you and send you a PM.