Play Pass Adjustment LOST 250 points

[FlamelessCandle]

On 4-23 my account lost 250 points for a "Play Pass Adjustment ". Why? I re-subscribed to Play after moving cross country, and usually forget to bring in my pass for 50 points (that's on me) but why take points away? I am cancelling my Play subscription here in a minute, and after spending $1,000 again this year, I am really done with Sephora. ULTA rewards are so much better and what it comes down to, Sephora, is that your customers just want to feel a little bit appreciated for what they spend.

[DaneeBT]

Hi @FlamelessCandle,

I'm sorry to hear about this! I'm going to look into your account then send you a PM w/ more info.

Always,

Danee

[FlamelessCandle]

Thanks for your response - I also sent an email (probably shouldn't have done both) and received a response and an explanation.   

I understand the system mistakenly added in Play points (50 points/month I assume?) when purchases were made in store.  Since I was a Play subscriber, I noticed this happened once and thought - how great - Sephora figured out how to add 50 points for the "Play Pass"  -- even when I (always) forgot to bring the pass into the store.   Anyway, for the future, if adjustments like this have to be made, an email or something notifying customers would be great and would probably cut down on the work for you guys.  Or maybe not...  Anyway I appreciated the quick email response and also the resolution.  Thanks again.

[samanthasmom]

Its because you were erroneously credited play pass points after making in-store purchases. Many of us received these points in error. Sephora really should have sent out an email explaining this! I also forget to bring my play pass in to get my bonus points & Sephora can see that, so it does suck that they are taking away the points issued because of THEIR error.

[FlamelessCandle]

Thanks much for the explanation - agree they should let people know when they have to do something like this.

It seems like some people were Play subs and others were not.  Confusing! 

Since I actually WAS a Play subscriber, I did notice (once) that they gave me 50 points after an in-store purchase - - even though I forgot my pass - I thought they did it on purpose. 

BTW - Customer service emailed me and I was very happy with their response, so you may want to try emailing (if you haven't already).