Lost Rouge Reward Value

[succubus1]

I unfortunately am getting fed up enough with Sephora to end my, very long-term, patronage to them. I spend a considerable amount of money at Sephora, earning and redeeming many of my VIB Rouge points for $100 credits along the way. When redeeming my $100 credits, my purchases have usually been in excess of the $100, so I have never noticed this one caveat hidden within the fine print on your credit. This fine print states, that the entire value must be used within one purchase....keep in mind this is one of the last lines within the fine print as well (perhaps it should not be hidden and made more prominent so as to ensure your loyal customers who earned this reward do not miss out on the benefit of the full value). I placed an order for $80 and have now lost out on the $20 that I earned, since I was never aware of this rather important detail. I was under the impression that it would work like any other credit, you get to keep it in your account until the full value is spent, not doing so is in poor taste, IMO. I realize that it is only $20 and not a big deal to lose out on, and perhaps many people let it go (to Sephora's advantage), but this is principle for me. I give this company a lot of my business, through friends, family, and colleagues and they would rather keep $20 of a reward than let their customers keep their credits? Really? This is not how the best tier of a rewards program should work, it isn't a good way to treat any of your clients actually, regardless of how much they spend. If someone earned the reward, that is their reward to use for the full value. If you insist on the value being spent in one shot? Then make it much more clear, don't bury it in the fine print.

I should mention that this is in addition to something else that has been happening a lot lately, and I have read others with the same issue. Sephora has no longer been shipping their samples out with my orders. I have made a complaint about it and was asked to send in the order numbers, I did, and to Sephora's credit, they did add some points to my account to make up for it. That being said, it is still happening with all my recent orders, I basically no longer get samples, which is one of the appealing things about shopping here. Why even offer them if you aren't going to include them in the orders. 

Anyhow, a word of warning, don't place a smaller order thinking that you get to keep the remaining value in your account for your VIB rewards. I imagine I am not the only person who has had this happen. Poor service Sephora ... 

[Carnage]

Were they able to help? The same thing happened to me.

[keelybt]

@succubus1 I'm sorry for the confusion with your Rouge Reward. I will send you a PM to help.