Tier Celebration Gift (free makeovers)

[Vallete243]

Good Afternoon! So this seems to be a common post on here in referenceto the tier celebration gifts that are allegedly no longer available for the year 2020. Backstory: I hit my VIB status in late November 2019. Up until January first my tier celebration gift was showing in my Sephora app and I had placed it in my basket to redeem. After the new year, myreward disappeared. I called customer service who advised that there was a glitch and the gift would return once the new codes have been put in. I also was told that there was false information going around about the tier celebration gift being offered and honored. I even did some research and realized there were similar complaints last year which corroborated that this was the case. Having been instructed to check back in a week, I live chatted today. During live chat I was told thatbecause the tier celebrations are no longer offered, I would not be able to redeem the gift that was given to me prior to 2020. The Live chat agent offered 500 points instead, which did not seem like a fair shake as I had already planned my makeover and the considerable monetary difference in value between the two choices. Further more, I work odd hours and have to wake up in the middle of my sleep cycle every Tuesdayand Thursday in hopes that a new desirable reward is posted. Lastly, the only reason I even spent enough money to reach VIB status was for these makeovers because I hardly have time outside of work for me to even enjoy makeup. I then left from the live chat. After live chat, I called customer service who stated that my only course of action is to go to the store (with a screen shot of the item which thankfully I took when it was in my cart) and after getting my makeover done, explain my situation to the employee who will contact the call center to resolve the issue. I’m going to try that out in hopes that I don’t get unknowingly saddled with a $120 bill for a makeover that is supposed to be free. Still, I can’t help but to wonder what’s going on with all the mixed messages and secrecy? There are so many threads on this community group in reference to the same questions and it seems customer service offers to direct message each specific complaint with a resolution. Can the answers just be posted somewhere because the website stated all prior tier celebrations would be honored and now I feel as though Sephora is going back on their word; if that’s not what’s happening, then the process should be clear so customers don’t unnecessarily feel this way. Transparency and legitimacy would naturally lead to customer loyalty. Even though it is always a pleasant interaction, I shouldn’t have to contact customer service multiple times to redeem “rewards” and “gifts” that were promised and earned. I do love Sephora and didn’t come here to gripe and complain; But I think it’s only fair customers are given an actual and consistent resolution to this problem. Sephoradoesn’t sell anything that people truly need to survive and what used to be an enjoyable experience is becoming exhausting. Thank you in advance for your time and assistance in making makeup fun again because I am eagerly looking forward to the free makeovers if it is still possible that I redeem them both.

[LaurieBT]

Hi @Vallete243,

Thank you so much for taking the time to share feedback with us. I am sorry for the disappointment caused as the makeover tier gifts are no longer available. I will take a look further and will send you a private message shortly. Thank you!

Warm regards,

Laurie 

[Zumigal6]

I had this same problem. Also due to COVID, all in store services are suspended. Will these complimentary gifts be carried over until the 2021 year or will I be given a replacement? I tried calling the 1-800 number to discuss this problem the person was not helpful at all.

[keelybt]

@Zumigal6 I will send you a PM to help. 

[BadGyalRiRi]

Hello,

I am experiencing the same issue. I was rewarded 2 complimentary makeovers in 2019. I tried to use one right before the holidays and had to cancel but was told they would be good through 2020. I checked the fine print to confirm and saw that there was an expiration date well into the year 2020. Out of curiosity, I checked my account today (was looking forward to a makeover after covid) and see this reward is no longer there.

Also, the recent order page is not working. I would like to check the status of my delivery because I will be moving soon but can’t access any information. 

[Vallete243]

Thank you!