$100 Rouge reward - poor customer service

[jade72]

I tried to use my $100 rouge reward on the day that the email says it expired and was unable to use it.  Called CS and they said it expired that day but at midnight.  Incredibly misleading email. 

I’ve called customer service and the only response I get is they can do literally nothing and I took a gamble.  So frustrating and disappointing as I am a rouge and spend well over $1,000 a year at Sephora. I feel extremely unappreciated as a “top tier” customer.

I’ve been researching and a lot of people are saying Ultas rewards program is significantly better. 

[x0thatgirl]

I have had the same issue, with FIVE rouge rewards!! FIVE!! I have contacted customer service to see if they can put the order through on their end since the RR are NOT expired. They say they can't and all they can do is escalate it to the team and the team just tells me the reward is expired. I have also had beauty advisors tell me that even though the email says it expires on 3-9-22 (see below) it has to be used on 3-8-22, what logic is that.

I get the same response every time,

Response (03/22/2022 09:16 AM)

Hi Rebecca,

Thank you for reaching out regarding your Rouge Reward.

The Rouge Reward does expire 90 days after the date of the confirmation email containing the link used to generate the code.  Since you accepted the Beauty Insider Terms and Conditions when adding the Rouge Reward to your basket, which states that the code will expire after the 90 days,  I am unable to offer any accommodation, including points for forfeiture of the reward.

I appreciate the opportunity to address your concerns and apologize for any inconvenience.

Best regards,

Michelle
Sephora Client Services

[LaurieBT]

Hi @jade72,

I'll look into this further and I'll send you a message.

Warm regards,

Laurie