topic Re: A Message to our Clients about Epic Rewards in Insiders

A Message to our Clients about Epic Rewards

sephoraadmin2 — Wed, 02 Sep 2015 01:29:40 GMT

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.

Re: A Message to our Clients about Epic Rewards

veronika23 — Wed, 12 Aug 2015 00:55:15 GMT

Please change your program so the points are worth cash to spend at Sephora! No more problems and certainly more happy customers! Thank you!

Re: A Message to our Clients about Epic Rewards

amanda7770 — Wed, 12 Aug 2015 01:06:25 GMT

I usually don't like any of the items you offer in your points system. This was my chance to use what I had been saving. What am I supposed to do with even MORE points now?

Re: A Message to our Clients about Epic Rewards

Anonymous — Wed, 12 Aug 2015 01:03:21 GMT

Will it be more points for everyone or something else?

Re: A Message to our Clients about Epic Rewards

meganlisa — Wed, 12 Aug 2015 01:05:46 GMT

I begged for an end to this misery...

Re: A Message to our Clients about Epic Rewards

rumbalove — Wed, 12 Aug 2015 01:07:56 GMT

15 hours of clicking and refreshing then by 2:58 eastern time I successfully added the Paris trip on my cart!!! then I clicked to purchase only to realize that my reward is not there anymore!? I felt so helpless. I contacted you guys no response. I called the Rouge line and both of my calls were dropped. I went to facebook sephora to let you know what happen and all I got was a copy and paste apology!.... I'm still shock to how everything went down. I wish i didnt even get to add it in my cart maybe I wouldnt feel so emotional!

Re: A Message to our Clients about Epic Rewards

ohsotattooed — Wed, 12 Aug 2015 01:09:32 GMT

Please don't think that giving out 1,000 points is going to pacify us. Take notes from Nordstrom's, Ulta, etc. Make us feel appreciated!

Re: A Message to our Clients about Epic Rewards

pixiedust2 — Wed, 12 Aug 2015 01:10:42 GMT

Word!

Re: A Message to our Clients about Epic Rewards

meganlisa — Wed, 12 Aug 2015 01:10:46 GMT

The response

To Our Valued Beauty Insider,

Thank you for contacting us regarding Epic Rewards. 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. We are currently reviewing each case and will respond to you within 10 business days.

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

Regards,

Client Services

Re: A Message to our Clients about Epic Rewards

Anonymous — Wed, 12 Aug 2015 01:11:21 GMT

We'll give you another 1,000 points you can never use! Free! Then in 6 moths we can all do this again so stay tuned.

Re: A Message to our Clients about Epic Rewards

jellybean917 — Wed, 12 Aug 2015 01:11:39 GMT

I'm not really sure what else I should include in my email besides my BI number/email address. Are you all looking for my feedback/suggestions?

I appreciate you addressing the event with this post.

Re: A Message to our Clients about Epic Rewards

blackkitty2014 — Wed, 12 Aug 2015 01:13:45 GMT

Agree!

Re: A Message to our Clients about Epic Rewards

geekbeauty — Wed, 12 Aug 2015 01:13:47 GMT

I completely second veronika23. That way you'll most definitely be earning more business for Sephora. Thanks!

Re: A Message to our Clients about Epic Rewards

Gypsy44 — Wed, 12 Aug 2015 01:14:15 GMT

If you truly appreciated your clients you wouldn't be so vague about what you are going to do to fix things. It doesn't take a marketing genius to know that having 2 rewards for each category would sell out fast, and not letting people know when they would be released was a planned move, so please spare us your faux regrets. If you had said this was a contest, then people would be more understanding, and ultimately it's not even about getting the reward, it's about showing a little bit of respect for your loyal clients.

Re: A Message to our Clients about Epic Rewards

veronika23 — Wed, 12 Aug 2015 01:14:21 GMT

haha! yeah WORD!

Re: A Message to our Clients about Epic Rewards

blackkitty2014 — Wed, 12 Aug 2015 01:14:47 GMT

Yup! I don't want a bunch of points that I can never used!

Re: A Message to our Clients about Epic Rewards

misscg — Wed, 12 Aug 2015 01:15:53 GMT

I agree!!

Re: A Message to our Clients about Epic Rewards

p76acw — Wed, 12 Aug 2015 01:16:02 GMT

Sent an email

though I also sent one through your website yesterday and didn't hear back anything

Please don't send me more points. I have too many now from this whole fiasco and honestly I havent seen a single 100 or 500 point reward worth the points or the energy - particularly not the 12 1/2 hours worth of time I spent refreshing only to have my 2000 point rewards taken out of my basket mid-purchase.

Re: A Message to our Clients about Epic Rewards

EvilLemons — Wed, 12 Aug 2015 01:16:54 GMT

I'm a little confused by this. Pretty much none of us got any rewards...so they want thousands(?) of emails stating that fact? Or just people that actually had a reward in their cart that disappeared? I clicked on the links even though they all said 'sold out', hoping, just maybe, something would be in stock. Okay, now that I actually said that, I realize how silly I sound. Ah well.

Re: A Message to our Clients about Epic Rewards

starrysparkle — Wed, 12 Aug 2015 01:19:23 GMT

Yep, just got the exact same response. Great....