$100 Rouge Reward order canceled by Sephora

[pinkwine11]

After months and months of trying every Tuesday and Thursday, I was finally able to redeem 2,500 points for the $100 rouge reward today. I received a confirmation email and 2,500 points were deducted from my account. I was beyond thrilled. However, my happiness was short-lived. Within a few minutes, I received another email stating that the order was canceled by Sephora! I called customer service and asked to speak to a supervisor. He informed me that the award went out of stock after I placed the order and had no further explanation except repeating the same line - “awards are limited in quantity, they are first come first-served”. Even more frustrating part was that I was offered 100 BI points to make up for the poor experience. What will I do with more points when I can’t even redeem the points I have? Sephora’s award redemption system is very stressful. They are also no longer able to process the reward redemption over the phone. I will now limit my purchases to only brands that are not sold at other retailers and won’t be accumulating any more points until Sephora introduces a better redemption process where it feels like a “reward”, and not a stressful event or punishment where I feel like I’m trying to win a competition or lottery after spending thousands of dollars to earn those points.

[amandaimee]

Wow, that is so annoying. I can't even checkout with it, but that must be even more frustrating thinking you got it and then they take it away. It's such BS that they make us fight over a reward that they say we will get when we reach rouge with $1000 spending. They should at least let everyone get it one time when they reach rouge and then subsequent redeems can be "fought" for. There's honestly no point to spending money to be rouge, the perks are terrible and the best one is basically impossible to redeem.

[pinkwine11]

They didn’t. Instead, they sent me this email and offered me 50 BI points! Response By Email (01/21/2020 12:45 PM I am so sorry to hear that you were unable to redeem the Rouge Reward. I completely understand how excited you wereexpecting to purchase products with this amazing reward. I would like to inform you that the Rouge Reward is highly wanted item. It is while supplies last. It is very important to redeem the Rouge Reward at 9AM sharp as it may be removed from your cart while shopping. Due to that the Rouge Reward is completely sold out, we are unable to process an order for the Reward. For the inconvenience, I have issued 50 points to your Beauty Insider account. You can use your points to purchase new rewards every Tuesdays and Thursdays on our Rewards Bazaar. For any further assistance, feel free to reply back to this email or via phone at 1-877-SEPHORA (1-877-737-4672). Thank you for contacting Sephora

[Sanday]

They should've honored your reward. I don't see how that could've happened unless Sephora employee's are the one's stealing your reward. That's the only thing that makes sense in that situation.

For two weeks I've gone all the way through checkout with my reward only to end up with no reward afterwards. I accept terms then it makes me sign in again, then check out then afterwards its suddenly out of stock. After fully checking out? Idk, seems shifty to me. We spend a lot at Sephora..this situation shouldn't be.

[samanthasmom]

Well this is highly disappointing. . I fail to see how it could have been sold out since you were able to successfully check out! They should honor it and give you the $100 reward. I wasted another 45 minutes trying to get one this morning. Kept getting the “your cart is out of date” error message. Tried the website and it made me agree to new terms and conditions AGAIN and of course the reward was gone! At one point I had it in my cart and there was a note in red font that said “only a few left” yet I still got the OOS message!

[LaurieBT]

Hi @pinkwine11,

I am sorry to hear this and I will take a look in more detail. I will send you a private message shortly. Thank you!

Best regards,

Laurie

[pinkwine11]

Why was my order canceled after it was successfully placed, points were debited from my account, and I got a confirmation email also? Below is the standard response I have received from customer service. I don’t want the 50 BI points. I want my order to be honored. Response By Email (01/21/2020 12:45 PM I am so sorry to hear that you were unable to redeem the Rouge Reward. I completely understand how excited you wereexpecting to purchase products with this amazing reward. I would like to inform you that the Rouge Reward is highly wanted item. It is while supplies last. It is very important to redeem the Rouge Reward at 9AM sharp as it may be removed from your cart while shopping. Due to that the Rouge Reward is completely sold out, we are unable to process an order for the Reward. For the inconvenience, I have issued 50 points toyour Beauty Insider account. You can use your points to purchase new rewards every Tuesdays and Thursdays on our Rewards Bazaar. For any further assistance, feel free to reply back to this email or via phone at 1-877-SEPHORA (1-877-737-4672). Thank you for contacting Sephora and we look forward to your future purchases with us. Sincerely, Rogkerl Sephora Client Services