Rouge rewards issues

[emilylenore]

In search of $100/2500 pts. I have been going in and staying at the rewards bazaar every Tuesday/Thursday and it will not add the $100 rewards to my cart! This is day 6 trying! Today I finally added one and by the time I pressed checkout immediately it was gone. It’s also very deceptive to add the same graphic for the lower pts/dollar trade I already accidentally added the $25 and had to call to handle. This is a mess! And not fair, since I am diligently trying to get this reward and shopping every promo multiple times! Enough!!! The screen stays with it available and it won’t let you purchase, this needs to be improved.

[BeccaBeck]

This has happened to me every Tuesday and Thursday for the past 2 or 3 weeks. I refresh refresh refresh and a few minutes after 9 the $25 and $50 pop up. Refresh refresh refresh then finally the $100. Click add to cart, click checkout, then it gives me the error to refresh my cart even though there is nothing in my cart. I refresh click checkout and it’s out of stock. All in the matter of 15 seconds. This is absolutely aggravating. I Have called customer service many times and they keep saying “try again next time”. This time the lady said to call them 5-10 minutes before so they can “assist me with placing the order”, but some of us work for a living and can’t sit on hold. shouldn’t need assistance, I should just be able to order the dang thing!

[fantasticmrfox]

Ditto! Within 30 seconds of seeing the 100$ reward, I add it to my cart, click checkout right away and an error message pops up saying I need to update my cart. I refresh my screen and it’s still in my cart so I click checkout again and the same message pops up, then I see it change to “sold out”. This is my first time being a rouge member and it’s not worth it. Why spend so much money there when you can’t redeem the rewards you want. Very disappointed. Hope you get it eventually (same for me)...

[kristen04]

Same thing keeps happening to me! I go on a few minutes before 9:00. I wait and I only see the $25 and $50 rewards, then suddenly a random few minutes later after numerous refreshes, the $100 pops up. I put it in my cart and when I hit order I immediately get an error code and my shopping cart looks weird. I literally have to remove it from my cart and reload it and then it sells out when I try to order again. Such a waste of time and so frustrating!!!!I feel like they make this complicated on purpose. If we have 2,500 points... we’ve obviously spent a lot of money with Sephora, why can’t they just give us the reward without going through all kinds of hoops and error codes and countless days trying? Ulta has a much better rewards system. I’ve been rouge for years, if they don’t change this I’m going to switch completely to Ulta and anything I can’t get through them I’ll order through Nordstrom. Ulta doesn’t make you go through hoops like this.

[Cara2525]

this is so ridiculous!!!! two weeks in a row now every day I log on - my computer via the site AND my phone via the app, at 11:50 and hit repeat continuously.....finally a few minutes after 12 (east coast time) the rogue rewards pop up- only to say that it cannot be added to my cart because it is sold out! Which I know is impossible because I am constantly rechecking every second and so instantly add the 100$ reward to my cart.  This is SO unfair and seems like a hoax and as if the gift card is not real! At almost 4,000 points this should not be happening to loyal customers

[LaurieBT]

Hi @emilylenore and @kristen04, 

Thank you so much for sharing this feedback with us in regards to your Rewards Bazaar experiences. I apologize for the troubles with redeeming your points for the $100 Rouge Reward and understand this can be disappointing. The $25, $50 and $100 Rouge Rewards are still being offered, and additional quantities are released around 9 a.m. PST on Tuesdays and Thursdays. I hope that you are able to redeem in the near future! 

@kristen04, I'll send you a PM requesting a bit more information about the error message that you're receiving. Thank you!

Warm regards,

Laurie

[jmarie14]

I continuously get an error message when I try for the $100 reward too. I contacted Sephora through Instagram today and got a canned response about limited supplies. The reward shouldn't be limited to start with but I would have gotten it by now if it weren't for the error message! It says I have to update my cart even though the only thing in it is the reward. I tried 5 or 6 times today to check out and then it was out of stock. FIX THE ERROR MESSAGE! 

[Cara2525]

I redeemed a 25$ reward over a week and half ago, took my points and yet no email with my 25$ reward info. Went to the store to even try and ask and they said they couldn’t help me. This is so misleading and poor treatment from a company to its rogue members- who are the most frequent and consistent customers and supporters. Terrible Customer service all around.

[RebeccaBT]

Hi @Cara2525,

I am so sorry to hear this. I will send you a PM to further assist you. 

Best,

Rebecca

[emilylenore]

Hi this is exactly what happened to me. I’ve had no problem getting this reward in the past and have been able to purchase with points and redeem twice. I have never had so much trouble getting it in my card with that error message to call. Of course it is to be assumed more people will have hit rouge during summer save and able to redeem, but I have been signing on every Tuesday:Thursday 9 am PST and staying to refresh until it appears, last 6 Tuesday/Thursday. I’m just a little confused why the number of available Rewards of in house currency seems to be so scarce, and I am very disappointed.

[ABPVD]

@LaurieBT LaurieBT

I had the same issue. It took my points, but didn't give me the $100 reward. While I was waiting for the points to be reissued, the $100 reward was posted as available again, but I could not grab it because my points were gone. This was on Tuesday. I grabbed the reward immediately upon it posting, which was a few minutes after noon. I saw a flash of what looked like a confirmation screen...and then it went to an error message. I didn't screen shot it but wish I had. First chat rep told me that I had to wait 48 hours to get my points back but to call the 877 number to see if they could assist further. When I called, the rep said had my points not been restored they could have helped me with the reward. It was a bit frustrating.

[LaurieBT]

Hi @ABPVD,

Thank you so much for sharing this feedback with me in regards to your experience with trying to redeem the Rouge Reward. I am sorry to hear about this! I will take a look in more detail and I will send you a private message shortly.

Warm regards,

Laurie

[RRk89]

Did anything come out of this? Was anything even resolved? 

I have had the same issues for the last month and customer service gave me a generic response.

[27Janine]

NOTHING HAS BEEN DONE. SOMEONE ELSE POSTED A SCREEN GRAB SHOWING THEY RELEASE ONE... and after trying for so long every time points are released, I assumed this was the case. 

I'VE BEEN TALKING ABOUT THIS ALL DAY, AND FOR THE LAST MONTH OR SO HERE... AND ON FB. I HAVEN'T SEEN A SINGLE PERSON WHO HAS GOTTEN ONE SINCE MAY. HOW IS IT GONE IN LESS THAN A SECOND? IT TAKES MORE TIME TO CHECKOUT! THEY HAVE US COMPETING LIKE WOLVES, AND THAT ONLY CREATES RESENTMENT FOR SEPHORA, AS A BRAND... AND FOR FELLOW SHOPPERS. I'VE BEEN TRYING TO GET MY 3RD SINCE SPRING! I'VE YET TO DO SO, AND ALL I SEE ARE OTHERS SAYING THE SAME! WHAT ARE THEY RELEASING? ONE?!! IT'S A UNICORN... FREAKING AMAZING, BUT NOT EVEN REAL! I'VE BEEN SHOPPING AT ULTA, WHERE ALL MY POINTS ARE AUTOMATICALLY TRANSFERRED TO DOLLARS OFF, WHERE I CAN USE A PROMO CODE WITH MY DOLLARS OFF, STILL GET FREE GIFTS WITH MY DOLLARS OFF, AND EXCHANGE OR RETURN ITEMS I'VE PURCHASED WITH MY DOLLARS OFF! FORGET SEPHORA... MAYBE THEY'LL EVOLVE SOMEDAY, OR MAYBE THEY'LL ROT AWAY. IDK. I GO AND SPEND MY CASH WHERE I - AND IT - ARE *APPRECIATED.