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.

[Grahamcrackers]

Omg.

[iamsookyung]

I think it may actually be better for us as a promo code. 🙂 The $50 credit is deducted before tax is applied. Whereas a $50 gift card would be deducted after tax is applied.

[notcreative]

Gift cards are liabilities on balance sheets. The stock market is already hurting thanks to the devaluation of currency in China (one of the biggest lenders to the US). Sephora's stock has been affected as have the vast majority of companies (so, I doubt much of the fluctuation had anything to do with the epic rewards mess, but who knows). Adding additional liabilities during a time of distress would be a nightmare worse than the epic rewards disaster. Investors would probably dump the stock (even more so than they already have in the past week). They made the right call in having it be a promo code. Plus, you cannot redeem more than one promo, so they do not have to give a promo in addition to the $50 discount (it is a discount because you use it or lose it).  

[mommyto4]

I agree.  Plus gift cards can be sold.  If they did gift cards they would have to link them to each email.  It's easier to link a promo code to a specific email. I like that Sephora made the codes only usable for the email address they were gifted too.

[amnali]

50$ vs 5000 spare points.... equivalent to 5000 dollars...sigh

[arpineang]

I would be satisfied with $50 credit if I only had 1000 points. Good for Sephora for satisfying the majority of customers.

But I have 5400 (useless) points. I've been Rouge since its inception, and spent over $600 in the pre-epic week alone because I thought I had a chance at the Tory Burch reward. And with these $600, I bought everything I need for the next year (including gifts). I don't think the resolution is fair to give everyone the same coupon code regardless of points we have. And I would have loved the option to donate points for charity because I will never ever ever try for the epic reward/raffle, or whatever it was. Meh. 

[ayeshayh]

I believe you can transfer points if you really wanted to. The winner of the Paris trip was two people who combined there's. Or so I heard. Yeah they def need to revamp the point system. Hopefully they do.

PS I accept point donations ❤️ lol.  As a beginner aspiring to be rouge! (Almost there)

[heartsmyface]

You become rouge based on money spent not points acquired.  Just to clear that up:). Don't worry.  It's not difficult to spend $1000 in a year.  

[ayeshayh]

Oh I know. I wasn't Implying the points would help me get rouge (that I think I can manage myself hah.) but I do like the point perks to help me try stuff new things out. Since I'm kinda new with everything. I've had the same stuff for years. I'm only now discovering there soooo much more lol. It's so fun 🙂 

[shirleylin88]

Thank you Sephora. I'm glad you resolved it way better than the last reward event. Hopefully there are many improvements to come in regards to these specific point events 🙂

[imlostagain]

Thank you Sephora. I am sure you received many great ideas on how to handle the epic rewards in the future and revamp the point perks! I Greatly Appreciate the gift 🙂 Thank you for appreciating your customers!

[arclightlux]

I had just over 1,000 points on the day of the event.  I happened to be on BT just when Sephora posted that message asking us to email them.  Now Sephora claims that I didn't have 1,000 and only gave me 250 points instead of the $50 that other people are getting.  I had to break down the math for them to show that I did indeed have 1,000+ that day.

This sucks.  I didn't join people when they protested Sephora and started talking about moving to Ulta and Nordstrom, etc...I never complain about the Rouge program.  I sent them a really nice email regarding the poor handling of the epic rewards thing, and now they just turn around and lie.

[HilaryBT]

Hi arclightlux,

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

[vchotia]

I've had a pretty terrible day, so seeing this put a smile on my face. Thank you!

[lotuspetals]

Thank you, Sephora!! I genuinely appreciate the $50 credit - it was a happy surprise, which I'm extremely grateful for! 🙂

[PumpkinSparkles]

I feel like this represents my feelings right now 

[Tracib1981]

I need that puppy in my life. I would take the puppy over the $50 GC i think bwahaha. My hubby may shoot that idea down, but ya know 😛

[MissHaiL]

Thank you Sephora! Very much appreciated! 🙂

[roseps135]

Thank you for going out and making us feel valued!

[candyrivera]

Wow, I was not expecting anything, but $50 is amazing! Thank you so much Sephora!

[Anonymous]

Thank you Sephora ❤️ This was more than I would have ever expected & I appreciate the efforts to make your customers happy.