Inconsistent email customer service

[christibro]

In just 2 weeks I've had very different conversations with Sephora's email customer Service team. It is quite unsettling since my first encounter was sincere, kind, & generous. Quickly: I ordered from rewards bazaar but the item was out. Jerome was very generous and added 200 rewards points. He handled it quickly & I could feel his smile via email. The second was with an email representative named Emily. I felt talked down to and that my issue/question was stupid. I found a VIB Rouge welcome kit was being offered. I tried getting it but couldn't. I thought it was to thank me for being Rouge for 3-4 years. Basically her response was, well if you want it, you have to spend 60 (something) to become Rouge because you're VIB. Which I haven't been for several years. She continued to treat me like an idiot: saying you have to be sure to present your card in the store, that rewards were different than points and so on. A kind note saying simply that when you reach $1,000 now for 2018 you can get the welcome kit. I was kind and not pushy at all. I was trying to figure out why it wasn't working. She was nasty & made feel ignorant and stupid. I'm not happy about that. I'm attaching her end of the conversation since I couldn't get both parts in the photo. I don't think Sephora wants people like Emily representing them. I know this is not how Sephora operates.

[SianBT]

Hi christibro, 

I am sorry that you felt hurt by your recent email interaction. Please know that no offense was meant with the information provided in the email you were sent. 

I will be sending you a PM momentarily 🙂

Bisous, 

Sian

[MeganLO]

I don't sense any negative tone from that email.  She was nice giving a thorough explanation of how rewards and rouge works.  When you make rouge that offer will be available to you and it sounds like you're pretty close to it.

[Anonymous]

Like @Beadshopgirl, I'm honestly not sure where you see a problem. This looks like a pretty unremarkable copy-paste response of their standard terms to me.

[Beadshopgirl]

@christibro Honestly the email sounds very professional and neutral to me. I don't sense a mocking tone at all. Is it just because she's laying out information that you already know? She probably has to give that info to everyone.