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Post in Customer Support

Punishing loyal customers (especially rouge) because of fake accounts?

Just wondering how Sephora could have thought about this potential issue before taking things away from rouge/loyal customers. Last year I, like, committed my loyalty to Sephora after the super generous bday gift (with no strings attached) as a result I became a rouge. I’ve been looking forward to the bday gift ALL YEAR & talked Sephora up to everyone that would listen. Isn’t there a way to ensure an account is legitimate and hasn’t just been created for the purposes of a free gift? Not like they’re good this year anyways. If you go into the store you don’t need to make a purchase, why? Because they can see/judge you? Well use some ID verification software or zoom so you can judge us - there’s been a pandemic for a while you’d think more creative options might be available. Instead they punish your most loyal customers by MAKING them purchase a min. Of $25 of product - for less/worse options! gifts as a rouge member this year are 1000x worse than last year as a normal insider. All because sephora somehow couldn’t think of fair way of rewarding insiders nor design their system well enough to prevent thieves from getting free gifts. I’d love to know the benefit of being a rouge as compared to a lower tier at this point. Seriously wondering. There’s no incentive anymore. I’d rather just go back to Amazon. They have more and better Korean brands anyways. Ugh I was so die hard for Sephora until this. First world problems I realize but this is t fair for people who spent $1k+ at your store where you used to have the best game in retail. Blah. 

Re: Punishing loyal customers (especially rouge) because of fake accounts?

Hi @aja22285,


Thank you for sharing this feedback with us. I'm sorry for any disappointment with the Beauty Insider program, and for the minimum spend requirement when redeeming the gift online. At this time, a $25 minimum purchase is needed to redeem the gift online, and no purchase is needed when redeeming in store. I apologize for the disappointment this causes, and I'll share your feedback with our Beauty Insider teams for continued improvements. 


Best regards,


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