Beauty Insider Updates + Beta FAQs

[SephoraBIC]

UPDATE 1/25/2020: Thank you for sharing your feedback. The functionality has been fixed to opt into the Beta. Please continue to share your feedback with your experience by commenting below or by emailing beautyinsidercash@sephora.com.

UPDATE 1/24/2020: Thank you for sharing your feedback. We also know that the functionality isn't working for everyone. Due to the overwhelming response, we’re actively working to get the site back up and we recommend checking back Saturday, 1/25, in the afternoon.

How will the Beauty Insider program be evolving? What can we expect to see?

We will continue to evolve the Beauty Insider program throughout 2020 to bring members more access to savings, more sampling choices than ever and new, unique experiences that can’t be found anywhere else. Stay tuned for more updates in the months ahead!

What will be included in the new savings offering?

We will continue to offer all Beauty Insiders premier access to more opportunities for savings. Members will be able to take advantage of new types of savings events, including points multiplier events and new shipping deals. More details about savings benefits will be shared in the coming months, so be sure to check your emails and the Beauty Insider Community regularly.

What are the new experiences you are offering to members? Sephora has always offered premier beauty experiences to our BI members, and in 2020, we will go beyond beauty to offer our clients access to wellness and lifestyle events as well. On top of the tiered choices and never-expiring points that all members will continue to benefit from, we are excited to offer early access to new brand launches, as well as a range of new premium reward experiences, where clients can use their points to gain exclusive access to the most coveted beauty events and experiences.

What will more access to sampling look like in the new Beauty Insider program?

We will bring Beauty Insiders exclusive access to even more sample choices, trial sets, and birthday gifts so they can try more products from the brands they love. We will be sharing more details throughout 2020, so stay tuned for more updates!

Which program benefits are going away as part of these changes?

We are always looking for ways to improve and enhance the client experience. In order to implement some of the program updates, we’ve retired the choice of a tier celebration gift and unlimited custom makeovers for Rouge.

What’s evolving and new in the BI program?

We are always looking for ways to improve and enhance our client experience and bring the best to our most loyal beauty enthusiasts. Clients’ needs and preferences are always changing and we want to ensure the Sephora experience and Beauty Insider program evolves with them.

Can you share more details about the Beauty Insider Cash Beta test?  

We are testing an idea that would allow members to apply points to their purchase for an amount off. The beta test is a limited trial online and at select stores in the U.S. and Canada until 2/28/2020. At Sephora we are always looking to evolve our loyalty experience and look forward to hearing from our clients.

How many times per purchase can I use Beauty Insider Cash offerings during the Beta test?

Participating Beauty Insider Beta members can apply the test offer once per transaction. Your transaction must be $10 USD/CAD or more before tax, shipping and handling to use Beauty Insider Cash.

How does the Beta test work? Is there a difference between online and in store?

We have selected nine stores in the U.S. and eight stores in Canada to participate in the cash Beta test.  For our online Beta test, we invited Rouge members via email to participate on a first-come, first-served basis.  Please see below for the stores that are participating.

U.S.

(Limited to participating stores in the Bay Area, California)

Sephora Corte Madera Town Center

Sephora Daly City

Sephora Embarcadero

Sephora Laurel Village

Sephora San Francisco Centre

Sephora Santa Rosa Plaza

Sephora Stonestown Galleria

Sephora Union Street

Sephora Vintage Oaks Shopping Center 

Canada

(Limited to participating stores in Montreal, Quebec and Vancouver, British Columbia)

Sephora Coquitlam

Sephora Guildford

Sephora High Street

Sephora Metropolis

Sephora Park Royal

Sephora Richmond

Sephora Robson

Sephora Ste Catherine

Who can participate in the online Beta test?

We invited our Rouge members to be part of the test on a first-come, first-served basis.  The sign-up period will close on 1/29/2020, or as soon as all spots are full.

I opted in to the Beta test. If I don’t use my points for $10 off before the end of the pilot, will I lose them?

No. The Beta test is an opportunity to try out a new offer, but you will not lose points if you ultimately decide not to participate in the test before 2/28/2020.

How do I give my feedback about my experience/benefit?

We will be sending a survey to anyone who applied the offer in the Beta test. To share feedback outside of the survey, members can email us at beautyinsidercash@sephora.com or comment on this thread.

I was invited to take part in the online Beta test, but it’s closed. How can I join? 

Unfortunately, our online Beta test is limited to a certain number of participants. A closed page means we have a full list of participants. You can still share your thoughts on the Beta test with us at beautyinsidercash@sephora.com or by leaving a comment on this thread.

I am Rouge—why didn’t I get an invite to the online Beta test?

The invitation was sent to Rouge members who signed up to receive emails from Sephora and acquired their status by 1/15/2020.

Does this Beta test mean Rouge Reward is going away?

Not to worry, Rouge Reward is not going away and will not be affected by this test. With your help, we want to test a new experience offering instant savings.

Are there any exclusions when I redeem my 500 Beauty Insider points for $10 off?

Yes, please see restrictions here: Benefit cannot be applied to gift card purchases, in-store services, previous purchases, gift wrapping, packaging, taxes, or shipping & handling charges. Return of discounted merchandise will be for the price actually paid after the $10 benefit, neither the 500 BI points deducted from your BI account or the $10 benefit will be refunded. Exchanges of the same item will be credited for the full transaction value including the $10 benefit. Sephora is not responsible for damaged, lost, or stolen offer materials. Offer has no cash value without a purchase and may not be altered, sold, bartered or transferred. Rouge status must be attained prior to participation in the pilot, by 1/15/2020. Minimum qualifying merchandise purchase of $10 (before tax, shipping and handling) is required to redeem 500 BI points for $10 off and benefit may only be used once per transaction. Due to heavy demand, Sephora FLASH delivery times cannot be guaranteed for orders using this benefit. Not valid on orders shipping outside the U.S. or Canada. Cannot be used in conjunction with other offers or rewards. Sephora may modify or cancel the pilot at any time for any or no reason. Sephora may exclude a Rouge member from the pilot for any abuse of the pilot or violation of the pilot rules.

[kmryan2]

Really? This is ridiculous and most of us aren’t falling for a “benefit” that is HALF the value of the ever so elusive $100 reward that only comes out on Tues & Thurs in very limited quantities. Way to spin a new benefit that is no benefit at all. Sephora is doing a great job showing it’s most loyal customers that they’re not valued one bit. The only reason that keeps me shopping at Sephora at this point is Drunk Elephant, otherwise I’d be shopping at Ulta who has a far better rewards program that isn’t limited at all.

[Shanne1985]

this is almost offensive, $10 for 500 points. Shame on Sephora - clearly becoming just another greedy corporation. After reducing samples per order and taking away rouge tier gifts, free makeovers, two day shipping etc. Not to mention making rouge members jump through hoops to get a limited $100 gift card which cannot be applied to sales or used with other promo codes what's the point? I have been rouge for the past several years and it really is no longer worth it. For the past two years, by the time my Birthday rolled around at the end of November there was only two out of the four free Birthday gifts left to choose from. I am BEYOND happy that Ultra is finally coming to Canada. Unless Sephora starts treating their loyal customers as valued members I see no reason why I would aspire again to rouge status after this year.

[NED62]

Honestly, we I signed up for the $10/500 BI rewards during the Beta test. I thought they were offering us this reward to test to ensure that it was working properly, but that it wouldn’t actually cost us the BI 500 rewards. What is the point of agreeing to assist with a beta test if we aren’t going to get anything in return for helping them out?

[ellalizzz]

This type of nonsense, which is not particularly surprising and follows a pretty clear trend, is precisely why Ulta has received more of my money over the past few months. I'm not going to be upset over something fairly trivial in the grand scheme of things, but my behavior as a consumer (as someone who spends a lot of money on beauty products) has changed recently because that is what happens when companies respond incorrectly in competitive markets. Sephora was my default. Now it is not. I'll still shop at Sephora when it is my best option, but my Ulta purchases have seriously eclipsed my Sephora purchases as of late because it has often not been my best option and I no longer feel that shopping at Sephora, as opposed to other retailers, to earn points is really worth my while. 

[LaBellezza]

Yeah, this is crap. Taking away the tier celebration is ridiculous too. I look forward to the tier celebration so I can use it toward the $100 gift card or full size products not $10 off. Sephora stop taking away the good stuff and just add more of the existing perks like more full sized products and more $100 gift cards.

[Strudelmo]

I'm not signing up to get HALF the cash value per point. Make your rewards program better, not worse.

[woodstockschulz]

I have to agree with everyone else who has commented. This "offer" is a joke. I have been Rouge for three years and I was excited when the option to redeem points for $$ off became an option. However, I have only had enough points to redeem twice, the first time I was lucky to get a $100 voucher in May 2019. A few months later (maybe October? I can't recall for sure) I had enough points for the $50 off and because there were no other rewards I wanted I tried to redeem for it. I was unable to get that and grabbed a $25 voucher because that's what was available. This system of having only a few vouchers available and only twice a week is shameful customer service. I am in Canada and I have PC Optimum points that I can not only collect on any purchase I make on my PC credit card, but the points can be redeemed any time I want and instantly in store. My other credit card gives me points too and it's super easy to order gift cards and redeem those points online, no waiting for specific times/days etc. to get rewards. We don't yet have Ulta in Canada, but when it gets here, myself and many other Canadians who are dissatisfied with Sephora will be shopping there, Shoppers Drug Mart and brand websites directly. Get with the times Sephora! Your competition is out-classing you.

[DonkeyOdie]

Passing on this beta test.  $10 isn't high enough "reward" for 500 points.  Shame on you, Sephora.  You should know better.

[rrroxanne]

@DonkeyOdie Agreed. However, I wanted to sign up for the beta testing just to give my feedback at the end of how ridiculous this is. Ugh. 

[Longbow]

This Beta test "reward" may be exclusive but it's an absolute joke. Are you SERIOUS? 

[Longbow]

I heard Sephora is thinking about making customers pay for skincare/makeover services. I think Sephora will regret making people pay for facial services. I was offered a facial and took the offer, but ended up buying $200+ of products I didn't even come in to buy. If I'm going to pay for facial services, I'm going to an actual SPA. I mean, COME ON! Sephora has an absolutely CRAPPY rewards system, which has not allowed points holders to use their points for what they were thinking they would be able to....for example...I spent WEEKS....twice per week on Tu/Thur....trying to cash in my points for the $100.00 gift card. I had it in my basket 4 separate times and raced to check out...then got an error. I am furious that I have to participate in a HUNGER GAMES style cut throat game of chance to cash in my points! UTTER CRAP! I think points holders should be able to cash in their points at ANY TIME, and use them ANY TIME! That you can't is like having a "kind-of" points program...that you may or may not be able to benefit from. This would have been nice to know before spending all my money at Sephora....I've decided I'm spending those $ at Ulta now and even Beautylish...who doesn't even have a program, but at least they don't lead you on and lie to you about perks of shopping with them. Seriously P'd off.

[rrroxanne]

@Longbow Lol, exactly. Why would I PAY money to get a "facial" at Sephora with products from the floor that everyone comes in to use? I'm happy to get the complimentary service if offered, and can guarantee it's more than likely to lead to a purchase. But, I'm going to the spa to pay for a facial. Not Sephora. 

[samesandy]

I’ve been rouge for several years and I’m so disappointed in how things are changing. First the lack of free shipping, then you pulling the $100 points reward. Also mad about you pulling the 50 points from play (I unsubscribed right away) and when I got this email I laughed. I remember the first time I hit rouge how I got that beautiful box with the limited edition lipstick shade and beautiful card and it felt so special. Now I’m so annoyed at it. I’ll be doing a majority of my shopping at Ulta or Detox market or Credo from now on.

[rrroxanne]

@samesandy It's like they don't listen to Rouge members at all. Each year they take something else from us, offer us that they will be rolling out new things to make the program better, then take more and more away.

Being Rouge used to mean something. I loved receiving the Rouge gifts. Or the beautiful Rouge member card (which unfortunately I was never able to receive). The perks made it worth being loyal. I can't think of a single perk worth being Rouge for. 

[presleyj]

I've been a loyal Sephora shopper (primarily online) for over a decade and VIB Rouge since the second year of the Rouge program. For the past 2 years I've been increasingly disappointed and frustrated with the noticeable decline in 1) the range and quality of sample choices at checkout; 2) the range and quality of rewards (for all tier levels); and 3) the decline in VIB Rouge benefits/rewards and 4) the reality that samples shipped/received with an order OFTEN do not match or fulfill the samples chosen at checkout. So 2019 I debated on switching to Ulta but I ended up staying with Sephora ...partly due to range of brand availability on Sephora vs. Ulta but also because I appreciate and enjoy the Sephora beauty community as represented in reviews (which are helpful in evaluating a specific product but often also more broadly educational) and because on the rare occasion that I've had a shipment problem, Sephora customer service has been immediate and effective in getting out replacements. Now here I am in 2020, once again evaluating Sephora vs. Ulta, with 1200 points in my current bank and NOTHING in rewards that is appealing or seems worth the points...and here is this BETA offer of $10 per 500 points...seriously??? What is happening to Sephora??? I read the Forbes article and while I actually agree that emotional rewards are a thing, they are only ONE area of consumer engagement--the more conscious drivers are the factors I listed above + responsive customer service + lively consumer community. As it is just past the holidays, I'm pretty set and my beauty purchases are usually least in the first quarter of any year so I will be looking closely and comparing Sephora and Ulta, and it may turn out that 2019 was my last Sephora year...and based on all the responses I've read here, I'm in good company. Sephora are you listening???

[Rouge2018]

I made Rouge in 2018. In January 2019 they can out with the "new" Rouge tier celebration gifts. I selected 4 custom beauty makeovers. I never received those. I May 2019 I then tiered again and in June received a email stating congratulations you've tiered again please select from 3 tier celebration gifts. I again selected 4 custom beauty makeovers. In August I reached out to customer service about not receiving my celebration coupons. They sent me several email 3 in total that showed an order for the tier coupons, but no actual coupons were attached. Finally after much back and forth I received an email from customer service that contained 4 custom beauty makeovers coupons. I immediately called customer service and told them I was still missing 4 coupons as I had earned 8 coupons in total. 4 in Jan and 4 in May/June. They then told me that there computer systems couldn't recognize that someone could have 8 coupons in the same calendar year. However, that the system showed that I had 8 in total and if I had any problems using them to call customer services from the store and they would clarify that I had eight to use. In September 2019 I used on coupon and had no issues and didn't think anything of the matter. I called customer service earlier this week to confirm that my 7 remaining custom beauty makeovers were in the system as I would be using some in the coming months. I was told they only show four not 7 and since this program had been discontinued that I was not going to be offered my outstanding 4 beauty custom makeovers. Even though they see that I earned them, but we'll offer you 750 points instead of your 4 custom makeovers. I said all I wanted is what I earned and promised by Sephora for being a Rouge member. I said it was a bait and switch to not provide me with what I had rightfully earned and offered by Sephora. I believe Sephora is a crooked company and does not have the integrity to stand by their offers. It's not my fault that their systems could not reconcile that someone could tear twice in the same year. They basically CHEATED me out of a reward that they offered and I rightfully earned. I have been stuck in there inconsistent customer service nightmare with no resolution to me receiving my for outstanding custom Beauty makeover coupons. I will be posting this story regarding Sephora on every social media to show that Sephora does not adhere to promises nor provide to Rouge members gifts i. e. tier offers that were made but not fulfilled. if this is how Sephora chooses to conduct business then I will find another establishment to spend my money that knows how to treat its Rouge type valued customers fairly and knows how to keep its promises when made. I hope other Rouge members will join me and taking their business elsewhere as clearly Sephora does not want our business!!!! 

[Mrsmakeuplover1]

This is INSULTING! I don’t understand how you can think this a great reward. Using 500 points just to get a lousy $10 off!! I’ve been rouge for years, but no more. I’ll wait for brand deals and spend my money at Ulta. It’s been made clear that you could care less about your customer base. 

[tweetybirds]

I was a longtime rouge member, spending a TON of money at Sephora. You were literally my go to for most of my beauty needs. That all changed last year. Over the years I noticed your policies and rewards go downhill, and as other stores (like Ulta) started carrying more brands and offering better rewards, I started shopping with them instead. I know a rewards program is not something customers are entitled to, but if you’re going to offer one, when so many other companies practically roll out the red carpet for their customers, you should at the very least not insult us. Your recent rewards changes, the giveaway (where you tell us we need to use 150 points to enter when technically it isn’t legal to “buy into” a giveaway and you have a fine print section informing us that we can mail in our entries without spending points) and all your other recent changes, just shows us that you are more concerned with your shareholders than you are your customers. GREED. It shows us that you DO NOT appreciate us and that you will continue to offer the bare minimum when so many other companies actually reward their customers. I am absolutely disgusted and at this point, it is unlikely I will ever spend another dime with you. From a business standpoint, that will cost you tens of thousands over the years. And because so many other people feel the same way and are choosing to shop elsewhere, you are going to drive yourself into the ground if you don’t change.

[AnneU]

We spend $500 and you’re giving us $10 off? That’s just a slap in the face. 

[yareta93]

i just don't understand how you guys cannot listen to us when we say that ULTA has a better rewards program and notice that people keep leaving!!! this is so frustrating. i'm not sure who you guys are getting your ideas from, but it's not us. Like where is your marketing research!!! 

[amanda0543]

I have been a loyal sephora shopper for several years now, and have been spending enough to be get to "rouge" status each year. After hearing about this beta program, and then the recent "buy one get one 30%" program, I finally purchased my face products elsewhere today, and will be stepping away from Sephora. The $100 reward, plus 20% off deals made it worth it to be a Sephora exclusive shopper, but now that you are clearly cutting those deals back I am going to start looking for better deals out there. Listen to the people posting here. We do the math on these things, and know that $10 for 500 points is only a 3% return, and buying a pair of items to get one off at 30% comes to less than 15% off depending on what we buy. You're making your consumer base feel insulted.