Expired $100 Rouge Reward!

[Abigail25]

The policy of 90 day limits to redeem Rouge Rewards AND forfeiture of points is extremely unreasonable. Just discovered my $100 reward recently expired, and that Sephora also keeps the 2,500 points I redeemed.  That Sephora treats loyal Rouge customers this way, especially given the $2K in yearly purchases, is absolutely stunning and disappointing. Can no longer see the benefits of being a customer. 

[3Cecely14]

This is so upsetting. I didn’t even know there was an expiration date until I went to the store for the first time since covid happened. Chatted with a rep who said he’d submit a form. Never even received an email response back. Spoke to a supervisor who just kept blaming me that it was my fault I didn’t use it. I told her with covid and everything unfortunately that has been going on, I feel like Sephora doesn’t care about it’s loyal rouge customers at all. She said that’s not how Sephora feels at all, BUT basically it’s still your fault. Wow….I’m speechless???

[LaurieBT]

Hi @3Cecely14,

I'm sorry to hear this and I'm happy to take a look further. I'll send you a message shortly.

Warm regards,

Laurie

[adriennec9]

Currently dealing with the exact same situation!

I'm beyond frustrated and disappointed with the customer service...I called a while back and an associate said they would try to help me, but since it was "per policy" they could not. I asked if I could be directed to a supervisor to explain the situation, she put me on hold, and then 10 minutes came back with, "my supervisor said since it was due to COVID, we can allow this one time exception!" I was honestly so excited and thanked her and hung up thinking this problem was solved.

A few days later I got an email saying: per policy, you've forfeit your points and reward. So I've been emailing/chatting/calling trying to understand why a customer service rep would tell me that...just to get me to hang up? I've honestly spent more time than I want to admit (also I'm clearly here!) to try to get an answer. Every time I talk to someone, they say someone from Rogue Rewards needs to review it, and they'll send you an answer through email within 24-48 hours. Welp, just got my email back and it says in three sentences: 

Per the Terms & Conditions, Rouge Reward expires 90 days from the day it was purchased”. Per this policy, we are unable to accommodate any return of points or reinstate the Rouge Reward. I apologize for any inconvenience or disappointment this causes.

Has anyone actually received a helpful response? Am I never going to shop at Sephora ever again?

[adriennec9]

@DaneeBT I saw you reply to some others in this post, any way you could please help me? 😞

[chopinsnocturne]

At this point I really only want my points back, I keep thinking to how if I did not see the rouge reward on that day and if i didn't click on it, I would still have those 2.5k points back 😞 felt like a lost a huge chunk of money while jobless and searching for a job. super devastated.

[DaneeBT]

Hi @Abigail25,

I'm sorry to hear you weren't able to redeem your $100 Rouge Reward and thank you for sharing your feedback with us. I will send you a PM to further assist.

Always,
Danee

[chopinsnocturne]

Hi, 

Can you help me too? Wasn't able to get to the store because of covid. Just saw it expired a month ago, and getting the points back would mean a lot to me especially in the economy we are in right now.

[theknees]

Hi! do you think I could get some assistance too please? I'm in the same boat. i contacted live chat just barely half a day after it expired, and they said someone would contact me but I have heard nothing back. and so i emailed in earlier today and i just received a response that basically was like sorry too bad you should have read the fine print. you can't possibly be keeping both our 2500 points and the $100?!

thank you!

[DaneeBT]

Hi @theknees,

I'm sending you a PM right now!

Always,
Danee

[Dani2Gee]

Hi @DaneeBT -- are you able to help me too?  I'm in the same boat as the original poster.  I was just trying to use my $100 rouge reward only to find that it is "expired" without a return of any points that I had been saving for a long time.  With Covid and not being able to shop as often, it seems unreasonable to not be able to accommodate Rouge members (Sephora's most loyal customers).  

[DaneeBT]

HI @Dani2Gee,

I'm going to look into this then send you a PM.

Always,
Danee

[CKerbear]

Can you possibly help me too?? I thought these expire in a year, not 90 days! I’m devastated! 

[LaurieBT]

Hi @CKerbear,

I will check on this and I will send you a message.

Best,

Laurie

[Nesrine]

Laurie, sorry to pile on, but I'm in the same boat unfortunately 😕 Can you please help me too? 

[LaurieBT]

Hi @Nesrine,

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

Best,

Laurie

[mbc2130228wwue]

Hi! Can you also help me with this? It’s just expired about a day ago. Thank you

[LaurieBT]

Hi @mbc2130228wwue,

I'll be happy to check on this and I'll send you a message.

Best,

Laurie

[applecrumblee]

Hi Laurie, can you please help me too? Mine literally expired 15min ago. I thought that I could still use it on the day the email said it would expire. I didn’t realize it had to be the day before the date in the email. I’m super devastated! Please help!! 😞 

[DaneeBT]

Hi @applecrumblee,

Sorry to hear that. I'm sending you a PM.

Always,
Danee

[RiveritaD]

Hello could I please get some assistance with my reward as well.   This was my first time getting one & I used the points I had saved for years.   Now it's expired.   I'd really appreciate your help.   Thank you!