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Post in Customer Support
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Point Expiry - No Notification

Has anyone experienced losing thousands of points without any notification from Sephora? I had been saving these points because the last I knew the points did not expire. Did anyone receive notification of this? 

I called customer service and they were very unempathetic of my situation. I was in a car accident and lost my job following this. Due to attending rehab, I was in no position to make any purchases in 2022. I couldn’t even redeem my birthday gift. I explained this. The rep informed me they changed points to expire. This was first to 18 months expiry amidst the pandemic and then further cut down the points sometime to 12 months. I just missed the cutoff when I called by 2 months. But after communicating with someone else, the customer service rep still said there was nothing that could be done. 

 

It’s really disheartening that such a huge company would not honour their rewards program (especially when the customer has exceptional unforeseen circumstances) and even makes it stricter for people to access it amidst a global crisis. Furthermore, having reached VIB previously and buying products and accessing services on a regular basis, it’s sad that my relationship or loyalty is not taken into consideration. This is the worst way to make a customer feel.

1 Reply

Re: Point Expiry - No Notification

Hi @lyonsmayne,

 

I'm very sorry for the disappointment this may cause and we appreciate you sharing this feedback with us. I'll send you a message shortly.

 

Best,

Laurie 

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