Reward Points Disaster

[Anonymous]

Posting here in hopes that a fresh set of eyes may have an actual answer as I have already talked to store staff in two different store locations (totaling 4 employees + a manager) and written in via email several times to sort this mess out.

A few months ago I joined Sephora Play! box (love, yay!) and I also became a Beauty Insider in-store (yay! I love being rewarded for my shopping habits.) Obviously when I signed up for Sephora Play! I used an email, which is the only account I have to log into. I noticed that my points online never matched up with what I was spending in the store. I had 70-something online and hundreds in the store with my Insider card. I asked and I asked about this and nobody had an answer until one manager realized what it was. Long story short - since you do not give an email when you sign up to be a Beauty Insider (or if you're supposed to, I was not offered this option) - my points were basically two separate accounts. I'll be honest, this annoyed me. I'm spending money both places, and would like the points to all be in one spot. I am shocked that there's not a way to link your Insider card to your account after making one (again, if there's a way, nobody thus far has said so.) After countless messages back and forth with email support, I told them what the manager said. I gave them my email and my Insider card number and said I would like all my points moved to this account here online with my email. Instead they moved them all off to my Insider card - where I cannot see them if I'm shopping online. I also do not believe I received my points for the 50 pts. card I receive each month in my Play! box. I've redeemed them in-store (once told they can be reused for the whole month and given back to me; and once told they can only be used the one time. Please Sephora, train your staff better.)

So here comes all the holiday sales and so far I have opted to not shop online as I only want the points on the one account. Now my Dec. Play! box is coming, and wouldn't you know - my points are still being added here.

This is annoying. I just want a synced account where it doesn't matter if I shop online or in store - all the points should be in the same spot. When they merged my two accounts, I was one shopping trip away from VIB status. I easily could have spent enough for obtaining Rogue, but this whole mess has deterred me from my online holiday shopping as mentioned above. I was also told that if support rectified the situation at one point, that I would get the points but the purchases would no longer count. What's the point to having a rewards program if your purchases don't count?

So. After all that. Is there anyone else who has ideas on how to rectify this? In store I was tolded going ro Rogue resets at the 1st of every year. If this is true, should I just use up the points I have and get a new Insider card somehow linked to this account?

[keelybt]

Hi @Anonymous I'm sorry for the delay in our reply. If you still need assistance in combining your accounts, please send me a PM with your Beauty Insider card number.