Services
From makeovers to personalized skincare consultations
Sign In
Yes this happens to me too!
I made a purchase when there's an spend $75 get 500 points event, the purchase was made on May 30 but uptil today i did not receive the 500 bonus points. I reached out to the live chat today and was being told because I applied my $100 reward as a Rouge member, my "merchandise subtotal" is less than $75 and I could not receive the 500 bonus points.
This is my purchase on May 30 (Order # ), and my order confirmation email clearly states that I've received the 500 bonus points:
so today when I reached out to the sephora live chat, i was being told that "I did not receive points was due to the discount use", this is not making sense to me at all. My question is:
Question 1: If I'm not eligible, why can I apply the coupon code when I'm in the check out process?
Question 2: If I'm not eligible, why will I get an email saying " you earned 500 points"?
responds from Sephora:
"It was likely sent in error"? Customer should not be the one at fault because of your mistake.
I have also checked the fine prints on both the promotional email and the order confirmation email. As you can see , it only states that *One-time offer valid for Beauty Insider members who make a single merchandise purchase of at least $75". My order was $105.5, which is over $75, I just paid for it with my $100 reward.
above is the fine print from the order confirmation email.
above is the fine print for the promotion
This is not making any sense
I have a similar problem! I contacted live chat and was told because I applied my $100 reward as a Rouge member, my "merchandise subtotal" is less than $75 and hence I could not receive the 500 bonus points.
Here are my issues with this:
1. If the policy is that the merchandise total *after* promo/reward cannot be $75 to receive the bonus points, the system should have automatically reject the code
2. My order confirmation email clearly states that I've received the 500 bonus points (*exclusion and terms apply, which brings me to the following points)
3a. I have checked the fine prints on both the promotional email and the order confirmation email. As you can see below, it only states that *One-time offer valid for Beauty Insider members who make a single merchandise purchase of at least $75". My order was over $75, I just paid for it with my $100 reward.
3b. The only exclusions listed in the fine prints are: "Previous purchases, purchases of gift cards, gift wrapping, packaging, taxes, or shipping and handling charges do not apply toward $75 minimum spend. Entire merchandise return will result in deduction of awarded points."
The Beauty Advisor on live chat tried her best to help me but the guidelines she received says "If Rouge Reward, BI Cash, or any reward reduces the subtotal below $75, a client will not receive the 500 Bonus Points." This was however never written on any promotional material/ confirmation I received. I feel like this is treading the line of false advertisement as I checked the fine prints carefully and such exclusion was not mentioned in any communication I received prior my purchase, and I was even given the confirmation that I'd received the points. Furthermore, I was not able to use the bonus points promo code again as I already used it once. I mentioned this to the Beauty Advisor but was not offered to reinstate the promo code. She even checked with two supervisors but was rejected to grant me the 500 points both times. I would not even noticed that I did not get the bonus points if I hadn't decide to check on my points balance, wondering how many points I have. I feel that I made the purchase under the impression that I will get the bonus points (promotional email, fine prints, promo code applied successfully, even the confirmation I received afterwards). Not only that, but I also could not use the promotional code even I tried to make a full $75 order paying in full. Through out the whole process I was made to believe that I will receive the bonus points and hence chose to make a purchase during the promotional period. This is quite misleading on Sephora's part.
Image 1: confirmation of 500 points earned noting exclusions/ terms apply
Image 3: Beauty Advisor telling me the guidelines she receives which was not communicated to customers. She also tells me if the subtotal is below $75 then I can't receive the points. However on my order confirmation it shows "merchandise subtotal" is well over $75, and the total after "promotional discount", taxes and fees is below $75.
Image 4: order confirmation showing the breakdown
Hi, I have the same problem here ans same situation here (refere to the screenshots linked):
- bought for over 75$ dollars, before taxes, for the promo ending yesterday;
- applied 500 points already earned previously for a 10$ promo discount;
- received the confirmation of the 500 points bonus for purchase over 75$ on the app + in the confirmation email, but wasn't applied;
- read all the terms and wasn't mentionned anywhere the concerns about applying any discount with previously earned points;
- live in the province of QC. (Can.) where there's a legislation about costumer protection, regarding as well false advertising than none mentionned terms and restrictions arbitrary applied.
Would have known, I wouldn't have used my 500 already earned points for the 10$ discount for an amount so pretty close...
Thank you for the forward help!
Same here! I spent around $90ish, received the notification (attached photo) but never got the points. Is it delayed or do I only have a certain time frame to use said points before the offer expires? If the latter, if I recall that wasn't specified or written.
