$100 Rouge Reward is Trash

[Domos]

Frustration on 10. This is the 4th Tuesday/Thursday I've used my lunch break to stalk the rewards bazaar to cash in my points for the $100 rouge rewards and have failed. Each time I've sat there with the world clock open and I refresh the page every 10 seconds to get the reward as soon as it drops. I usually do this from 12pm EST to 1 pm EST. I've tried on via the app and my computer too. Today the reward was gone in less than 10 seconds. I added to my cart, hit checkout, hit place order and I got a message saying it was out of stock. I did all of this is 5 seconds and I still got an error message. This has happened the last 4 times I've tried to cash in my points.  Also the time the rewards drops varies from day to day. Today it came at 12:13 whereas last Thursday it dropped at 12:08

It's absolutely RIDICULOUS, I repeat RIDICULOUS, that I can still fail to redeem my points for the $100 reward after jumping through hoops. What is the point of having the ROUGE status if Sephora doesn't even care about the customer experience? Even Beautylish has a once a year promo where you get a $20 gift card for every $100 you spend and there's no limit. So spend $2500 at Beautylish and you get $500 in gift cards. I know you don't have to spend $2500 to get 2,500 points at Sephora b/c once you spend $1000, it's 1.5 points per $1 but still. Beautylish is a newer and much smaller e-retailer and even they have a better customer appreciation system than Sephora. 

I'll keep trying until I cash in my points but once I'm successful I'm literally done with Sephora. I'd rather purchase from brands directly or Ulta/Dermstore/Beautylish. Last October, I was able to redeem a $100 rouge reward with relative ease. In fact, the rewards were available in the rewards bazaar for at least 20 minutes v. 10 seconds. I don't know what sort of changes they've made between now and then but this needs to get fixed. Sephora really needs to do better. 

[Domos]

Unfortunately, I have an update. 

Today I claimed the $100 rouge reward so I thought. My points were deducted from my account on mobile but I did not receive a confirmation email. I waited a few minutes and then I checked on my desktop. Not only did the order not go through but all of my points were listed on my desktop whereas I was missing 2500 points on the app.

On my desktop I saw an opportunity to claim a $50 gc. The order went through, I received a confirmation email and my points were deducted. 2 min later, I received a cancellation email saying the $50 gc was out of stock even though my order went through. Now my account on desktop still has 1500 points missing and my account via the app has 2500 points missing. I emailed customer service and I'm waiting to hear back. Can't say I'm surprised but this is ridiculous at this point. 

[Fadeela26]

This exact same thing happened to me too! Last year I had no issue getting the reward whereas now it’s basically become as difficult as winning the lottery. 

The last two months I waste my time from 12-1 to get the reward all for it to say it’s gone within 2 seconds in my cart. 

I’m so done at this point. I’m definitely calling support but we’ll see if they even do anything. I’m definitely going to look elsewhere for beauty products if this is how they treat Rouge 

[CindyCDW]

You are absolutely correct on all accounts. If SEPHORA was really customer friendly they would stop this ridiculous scheme of forcing loyal customers to redeem their points for lesser value items by falsely claiming the $100 voucher “sold out.”