Sephora Cancelled my $100 Rouge Reward!

[SophieMBee]

I recently successfully "purchased" a $100 Rouge Reward. I received an email saying, "Your reward is available in your Beauty Insider account, or you can find it in your basket." But when I tried to use the reward I couldn't find it in my account or basket.

I contacted customer support for help and the representative tried to give me a code to use instead, which also didn't work.

Another customer service rep contacted me via email and said, "Rouge Rewards can only be redeemed in the country where the Rouge Reward was purchased." This made no sense as I purchased the reward through the Canadian website and tried to use it through the Canadian website. The rep then told me my reward had been cancelled! They reissued the points to my account, which is not what I wanted.

I contacted them again, in total confusion, and was told that my default website settings were for the US region. This is untrue and ridiculous. The only address on my account is my Canadian address and I shop on the Canadian website or in store (in Canada!)

I'm shocked that Sephora would deal with a mistake that THEY made (if this was a website glitch that changed my region) by cancelling my reward. I asked them to return the reward to me so I could use it, but they refused.

As everyone knows, Sephora makes the $100 Rouge Reward in limited quantities and difficult to get, even though this is a digital reward with no actual limit! I took the time to make sure I was on the website at 9am every Tuesday and Thursday when rewards are released in order to get this reward, all for them to simply cancel it when I contacted them hoping for help. Now I have to go through this process all over again?!

I am so disappointed in Sephora's customer service and how they seem to take their most loyal customers for granted. I'm finding it hard to think of reasons to continue shopping at Sephora. I no longer trust their rewards program or customer service representatives.

[LoveBerber]

😱Every time that I use my 2500 points to redeem the $100 rouge reward, it will keep canceling my order after I placed it. It seems like they don't want you to redeem the points that you owned.😤 SUCKS!! no one fixes the problems even if you keep calling customer services~!! #$100 rouge rewards

[LaurieBT]

Hi @SophieMBee,

I'm sorry to hear about this and I'll send you a message shortly.

Best regards,

Laurie