Sephora Failed to Award Points for a Big In-Store Purchase

On January 17, 2026, I made a purchase of 8,760.40 TL at your Sephora store in Marmara Forum Shopping Mall, Istanbul, paying in cash at 5:48 PM. During the purchase, I used my Sephora account linked to my registered phone number 0546*1008**. However, even though some time has passed, the purchase has not been reflected as loyalty points in my account in the app.

Under normal circumstances, a purchase of this amount should be converted to points immediately or within a short period, but no points are visible. This situation is not only a trust issue with the loyalty system but also raises questions like “Did we shop in vain? How will we become Gold card members and earn the rewards we deserve?” It is very disappointing when customers make regular and high-value purchases and their points are not credited.

Additionally, I did not receive a single sample with this purchase. I have long heard the criticism that “Samples are not given to customers; staff keep them for themselves,” and I experienced this firsthand. It felt like there is no oversight regarding sample distribution in the store, and this has seriously shaken my confidence in the brand.

Therefore, I request that the 8,760.40 TL purchase made on January 17, 2026, at 5:48 PM be credited to my account in full as loyalty points. I also expect that inspections be carried out regarding your sample policy and in-store practices so that product samples are given to customers in a transparent and fair manner. If satisfactory solutions are not provided on these matters, I am seriously considering choosing alternative brands such as Beymen Beauty instead of Sephora for my future cosmetics and care purchases.