A Message to our Clients about Epic Rewards

[sephoraadmin2]

Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our community.  Yesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday’s promotion was the largest number of Epic Rewards we have made available to date.

Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate.  

At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experience.  Those Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to epicrewards@sephora.com and include your Beauty Insider account number or email address associated with your account. 

Beyond that, please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.

Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our community.  Yesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday’s promotion was the largest number of Epic Rewards we have made available to date.

Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate.  

At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experience.  Those Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to epicrewards@sephora.com and include your Beauty Insider account number or email address associated with your account. 

Beyond that, please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.

**********************

Updated August 17

Thank you to everyone who has been reaching out to us about Epic Rewards. We value your feedback and recognize your ongoing loyalty to us, and we are working to get back to you quickly.

To that end, please know that if you have contacted us you will hear back from us in direct response to your inquiry during the period between Tuesday, August 25th through Tuesday, September 1st. The timing of the response to you will depend on when we received your initial contact regarding Epic Rewards.

If you haven’t contacted us yet, please email us at epicrewards@sephora.com. We’ve set up this dedicated mailbox to collect the right information quickly and accurately, separating you from the queue for general Sephora inquiries. When you email us at this address, it will generate an automated response that confirms we’ve received the message. You can then expect to hear back from us as quickly as possible with more information.

Please know that our team is listening, and we take your concerns to heart. We value your support, and we will be in touch soon.

With our sincerest thanks,

The Beauty Insider Team

*************************************

Updated September 1

Thank you to everyone who reached out to us about Epic Rewards. We have reached out to all of those members who emailed us on or before August 25th, and are no longer accepting new submissions. epicrewards@sephora.com has been closed. Please contact us at 1-877-SEPHORA (1-877-737-4672) regarding any other questions or concerns. We have reviewed your feedback and are taking it into consideration as we plan for future promotions. Our loyal Beauty Insiders are enormously important to us.

[JJ20]

Lol! That's an AWESOME idea... I might just have to steal it! 😉 

[nhunka]

I sent out an email in time but got no response whatsoever. 

Is anyone else still wondering why they didn't get the promo like others?

[jenners4]

Is it possible that they haven't sent all of them out yet? I'm in the same boat - had over 1000 and emailed within the timeframe. I tried to be polite and brief/not get into too much detail since I figured they had stories coming in from everyone else to deal with too.

[ayeshayh]

How many points did you have? I had just over 1,000 and was hoping to get a 1,000 point perk. But someone else said they got a repsonse saying they didnt have enough points....... I'm sad. 

[Ispend2much6]

That's exactly what happened to me, but they gave me 250 points anyway.  Not happy.

[nhunka]

I had about 1600 points and wanted to get the givenchy 1000 pt perk. 

[bea0t]

I'm still waiting too..  😞

[Anonymous]

Wow... I got a response, but... they said I wasn't at the point level to participate in Epic Rewards... wow, I had 1,400 points available and I was trying to participate in the 1000 pts reward. How could they mess that up so badly? Did anyone else get a response like that who was eligible for Epic Rewards? I sent them a reply, but who knows, maybe it'll take a month.

[HilaryBT]

Hi gigi101010!

I just sent you a private message. Please check when you have a moment.

[ayeshayh]

Yeah thats not fair! I didn't get a response and I had just over 1,000 😞 Maybe there will be another wave for customers in 1-2,000 range with a lesser amount? I dunno.. I'm not rouge (but very close to being for the first time. And definitely going to make it soon). 

[sp2001]

interesting, i have 1400ish points too. You're right that's more than enough for a thousand point perk.

[Libellules]

I *do* appreciate this (and thank Sephora for it)!

But...what about the program as a whole? Is anything being done about this, or will things continue on with further Epic Rewards repeats / less than appealing "rewards"? The Bite 250pt perks are definitely a move in the right direction. While generous, I still feel like this is a bandaid rather than an actual cure/solution.

[nhunka]

I sent out an email in time but got no response whatsoever. 

[nichelle02]

From the message posted..

"To that end, please know that if you have contacted us you will hear back from us in direct response to your inquiry during the period between Tuesday, August 25th through Tuesday, September 1st. The timing of the response to you will depend on when we received your initial contact regarding Epic Rewards."

Hope that helps

[bea0t]

I'm waiting too.

[Libellules]

Hmmm, did you check your junk e-mail? It came from a Sephora address but not the epic rewards address, if that helps!

(Also, sometimes they stagger these kinds of e-mails if the list of recipients is very large!)

[PaletteAddict99]

Wow just saw the email and I almost fell off my chair 😜 so glad for it as I was hoping they'd show us some love because I really did't want to feel like they were an un caring company 👍 Sephora!

[k617]

I didn't write to Sephora but I'm very impressed with the way Sephora handled this aftermath. They didn't have to do this, but they did. Hopefully this makes those people who were lashing out completely speechless. But if they boycotted Sephora, then we shouldn't expect them to use their $50 credit, right? 😄

Enjoy your shopping sprees everybody! 😄

[MsTracy]

Well thanks to those that complained cause they might not have given out the $50. Enjoy:)

[k617]

I wouldn't go as far as thanking those who complained (other than those who gave out constructive/honest feedback), but I'm glad that Sephora took care of their customers!

[annec322]

Yep and those who chose not to yell at CS & emailed Sephora in a polite fashion got the same $50 minus the unneeded drama.  Just sayin.