[Updated 5/26/20] Spring 2020 BI Relaunch FAQs

[SephoraBIC]

I remember seeing an email stating the program will launch on 4/30?  Why are you launching later?

Given the impacts of the COVID-19 pandemic on our operations, we will now be launching our new Beauty Insider benefits on May 29. The new launch date will not affect the changes we are making to the program and we are excited to make these new benefits available to you soon. We know this delay is not ideal, and we appreciate your understanding as we continue to navigate these extraordinary circumstances. More information about new benefits and changes to the program is included below.

How will the Beauty Insider program evolve this year? What changes should we expect?

On May 29^th, we’re bringing all Beauty Insiders more access to savings, more premium sampling choices than ever and once it is safe, we will bring you new, and unique brand experiences such as meet and greets, trips and more! Members will also now be able to apply points for money off their purchases with Beauty Insider Cash and gain access to new promotions and brand launches. The updates to the program underscore our ongoing commitment to offer more value and more choice for our clients. For more information, check out the Beauty Insider website here: https://www.sephora.com/beauty/beauty-insider-program

How does Beauty Insider Cash work?

All members can now redeem 500 points for $10 off their purchase, in-store and online. To redeem, Beauty Insider members need to have at least 500 points in their current point bank, and their purchase must be $10 or greater. Please visit sephora.com/beauty/terms-conditions-beauty-insider for all qualifications and exclusions.

Where can I find Beauty Insider Cash? How do I redeem?

Beauty Insider Cash can be redeemed at checkout, both in-store and online. If you forget to select Beauty Insider Cash at checkout, you will have an additional opportunity when finalizing your payment method.

Can I redeem Beauty Insider Cash multiple times within a transaction?

Members can redeem Beauty Insider Cash, 500 points for $10 off a purchase, once per transaction on qualifying purchases. Purchases must be $10 or greater.

Can I use Beauty Insider Cash with other rewards and promotions when I am shopping?

Yes, Beauty Insider Cash can be redeemed along with other rewards in the Rewards Bazaar, if you have enough points in your beauty bank. Promotions and Rewards that can be used in conjunction with Beauty Insider Cash include sample promos, credit card rewards, Rouge Reward and temporary product discounts like “oh snap”.  

If I return an item that I used Beauty Insider Cash to buy, will I be refunded for the cash/points?

Beauty Insider Cash applied to your purchase is non-refundable. If you choose to return an item where you redeemed a Beauty Insider Cash Reward, you will be refunded for the price paid after applying the $10 discount.

Can I apply Beauty Insider Cash toward an in-store makeup service?

For the health and safety of our clients and employees, we are not offering services (makeovers, skincare treatments, application) at this time. We will continue to keep our community updated on when we can safely reintroduce these experiences, and once they resume, Beauty Insider Cash can be redeemed towards paid in-store services.  

I noticed I can redeem for Beauty Insider Cash right now, but the program doesn’t relaunch until 5/29. Can I redeem?

We released our Beauty Insider Cash technology earlier as a trial to identify any issues and ensure the program is ready for use by all Beauty Insiders on 5/29.  You may begin to redeem for this benefit if you are seeing it at checkout. As a reminder, to redeem Beauty Insider cash you will need 500 points in your Beauty Bank and your qualifying purchase must be $10 or greater.

How does Sephora’s Beauty Insider Cash compare to other retailers?

We know clients want access to instant savings when they earn points at Sephora and with the introduction of Beauty Insider Cash this will now be available.  We also know clients want to keep the rewards and experiences they love from Sephora, so we have increased the number of sampling choices and experiences. Sephora aims to deliver to our clients a more holistic program with a variety of rewards opportunities. These new benefits allow clients many ways to use their points.

Is Sephora ever going to offer higher cash rewards than $10 for more points like other retailers do?

With the launch of this new benefit, we have chosen to keep our Beauty Insider Cash benefit simple with a single denomination. As always, we will continue to consider all client feedback as we evolve the program in the future.  

I’m Rouge. Will I still have access to the Rouge Reward?

Yes, the Rouge Reward is still available to Rouge members, who can redeem 2,500 points for $100. Check the Rewards Bazaar every Tuesday and Thursday at 9AM PST, while supplies last.

Will I still get a Birthday Gift?

Yes! As the benefit our members love the most, the Birthday Gift will remain a key part of the Beauty Insider program. Members have even more options to choose from. 

How do the Points for Discount Events work?

We heard from our beauty community they wanted more value throughout the year and more ways to use their points. Twice a year we will give you the option to redeem your points for a percent off your purchase. This discount will be applied instantly at checkout when you make a purchase in-store or online.

Are the Spring and Holiday Savings still happening?

Seasonal Savings will continue to happen twice a year. During these events Rouge will receive 20% off, VIB 15% off and Insiders 10% off.

Is there a limit to how many Rewards I can redeem from Rewards Bazaar?

As a member, you are free to redeem points for Rewards if you have enough points in your Beauty Bank required for the Reward. All Rewards offered through the Rewards Bazaar are available on a first-come, first served basis, and are limited to one Reward per transaction. Find more information here: sephora.com/beauty/terms-conditions-beauty-insider.

Why did you retire the tiered celebration gift? Is anything replacing it?

We are continuing to evolve the Beauty Insider program to bring our members the benefits that matter most, including more savings, more sampling choices and more experiences. With the program change, clients no longer need to opt into their tier benefit choices and instead will have automatic access to more days on discount and better reward offerings.

What kinds of experiences will be offered in the Rewards Bazaar once social distancing policies are lifted?

We're going to continue to have one-of-a kind reward experiences in the future. We will update our Beauty Insider community when we have more details on what these experiences will be.

Will I still get the everyday, tier-based points multiplier? How can I accumulate points faster with these changes?

We will be introducing a new way for all members to earn points faster two times a year! During point multiplier events, Rouge will earn 4x the points when they shop, VIB will receive 3x the points and Insiders 2x the points. This new offering will allow you to plan your purchases to maximize the amount of points you earn. Outside of multiplier events, members will earn 1pt for $1 spent. The “everyday” multiplier will no longer be available for VIB and Rouge.

How can I use my points in the future?

As a member, you will now have access to more ways to use your points, including redeeming samples in-store or online in our Rewards Bazaar, applying your points to your purchase with Beauty Insider Cash, using your points to gain access to discounts, and so much more, throughout the year. Check the Rewards Bazaar every Tuesday and Thursday at 9AM PST to see what’s new!

Are points going to expire now?

Your points will not expire as long as you’re a Beauty Insider member with an active account.

What does an “active” account mean?

Beauty Insider accounts will become inactive if there has been no spending activity or rewards redemption for at least 12 months, or if the membership has been revoked.

What are the new sampling choices?

We will be bringing Beauty Insiders expanded, exclusive access to even more premium sampling choices, trial sets and birthday gifts so you can try out more products from the brands you love.

Are any benefits going away?

We are always looking for ways to improve and enhance the client experience based on what we hear from our clients. To offer more of the things our clients asked for – more access to savings, more sampling choices and new, unique experiences – we’ve retired some benefits that provided less value to our clients. To learn more specifics about our new benefits, go here: https://www.sephora.com/beauty/beauty-insider-program?

What tiers are eligible for free shipping?

While many of our stores remain closed, we are waiving standard shipping fees for all clients with no minimum purchase requirement. When stores reopen, all Beauty Insiders will have access to free shipping. Starting on May 29^th, Insiders will receive free standard shipping with a $50 minimum purchase and VIB members received free standard shipping with a $35 minimum purchase. Rouge members will still receive free standard shipping with no minimum purchase. Once you reach VIB or Rouge, the shipping benefit will automatically be applied to your purchase, no need to opt-in or select the benefit.

[Harobedb]

So now you're taking away the 1.5 points per dollar spent from Rouges? I don't see any improvement at ALL in your Rouge tier. Why do you hate your best customers that much? Are you really trying to drive us away?

[maghk]

exactly, it's just full of BS.

yah point multiplier events give Rouge 4x the points, but we don't know how often is the event and when it would be, just pushing customer to shop only during the events, and the other times turn to other retailers, good move Sephora.

[yummmy]

I agree. The 4x points is just TWO times per year? At Ulta, they have it multiple times per year, if not in fact, once a month. 

[Itsmecatnhi]

I was really hoping to see positive improvements to justify the dollars I need to spend to remain Rouge until next year, but this is a major disappoint. After the frustrations of not being able to redeem my points for a $100 certificate last year, I shifted my spend to other retailers. Now I'm more confident to say, I will not continue to be a loyal Rouge member. I've found shopping directly from the brand or other major retailers more rewarding and I don't even need to spend a certain amount for a deeper discount. Now that Rouge members no longer gets bonus points per dollar spend, there's no incentive for me to shop at Sephora. The samples selection for points redemption has been underwhelming and 500 points for $10 off is a joke. I have to spend $500 for $10 discount, that's 2% off! Thanks, but no thank you! I'll happily spend $500 somewhere else where I get treated better for being a loyal customer!

[Mechart]

First you took away the exclusive Rouge celebration gift (after downgrading from NARS products to cheap Sephora face brushes that nobody wants or uses). Then you took away the seasonal Rouge preview events. Then you made us choose between benefits as Rouge, and on top of that you failed to deliver on those benefits half the time (putting up 3 of a single reward for a couple hundred thousand people is ridiculous). You don't value your customers anymore. I've already shifted the majority of my purchasing to other companies because there is no benefit to being Rouge with you anymore.

[dsmitty]

Dear Sephora, The best points reward I’ve ever gotten from your program was a few years ago. It was unique to my area, so I got it in an email instead of the bazaar. For 500 points I was able to get a solon visit, a Bobbi Brown make over and a goody bag (full size Bumble & Bumble items and travel size Bobbi Brown skincare in a nice, reusable black canvas bag) for me AND a friend. It was a wash, cut and style from a mid/high end salon (cut alone starts at $60, wash is extra, blow drying included but I think style is also extra). The salon made it into an event with finger food, mimosas, loud music and party decorations. _____. Now you areannouncing a $10 discount for 500 points. _____ Do you see how this newfeatureis a bit lacking? _____ I understand that a salon experience like thatcan’t beoffered all the time. I can only guess what sort of partnershiphas to be worked out to set up that sort of event. But the real point is this - that was a prestige type event from a company that is known for their prestige beauty. It made sense. It made full prices at Sephora a little more tolerable, since sales are so rare and savings is so low when they occur. It made me want to keep coming back to Sephora. _____. I know a lot of people want to compare Sephora to Ulta. I disagree with this comparison.I would say shopping at Sephora is more comparable to the beauty section of a store like Nordstrom. When stores like Nordstrom, SAKS, etc. have their one or two times a year beauty sales they make it an event. Not just for members and definitely not for tiers. It is an event for EVERYONE. These stores don’t offer one or two tiny samples during their events, they offer gift bags full of samples. They don’t offer a $10discount for spending as much as $500. SAKS alone offers a $75 gift card for a $150 purchase every Black Friday, in addition to other gifts suchas a free 1 oz perfume/cologne with purchase of a full size (I’m talking Creed, Tom Ford, other high end), AND a goody bag. SAKS, Lord & Taylor and similar stores offer discounts of $50 to $150 off of purchases of $250 to $500 at different points throughout the year. This is just for the beauty section and it is all in addition to annual and semi annual sales. And NONE of these are dependent on reward programs or memberships. _____. Do you see the lack of pay off to the loyal Sephora customer? _____. Do you see why we’re better off waiting for your competitors sales? _____. Do you see how their events are more alluring, thegifts are moreenticing and their discounts are more beneficial? _____. I’m not saying this to put down your attempts. I am saying this to show case places where you can make improvements that you haven’t even touched on yet. I am saying this to tell you “I know you can do better because I have seen you do better”. _____. I am glad that Sephora is trying. I like theprestige brands that Sephora carries. I think the return policy is fair.And Flash Shipping is by far Sephora’s best feature. _____. I hope you are able to take this feedback in the constructive manner I am trying to deliver it in. And, of course, I hope I have persuaded you to make a few more adjustments to your program. _____. Sincerely, A hopeful customer.

[Anonymous]

This whole change proves that Sephora is a business with the main objective to make a profit and I think people will still shop here no matter what changes they make.

I don't think they are doing poorly in sales to be dumb enough and add 100 more stores in the USA. In fact, business must be booming and guess what? We as a consumer are supporting them, all complaints aside. Everyone keeps saying they will now stop shopping at Sephora but I dont think I will live to see the day Sephora shutters. Let's all move on and shop mindlessly like the beauty addicts we are. You dont blame alcoholism on alcohol. No offense to anyone but trying to show that the problem is not the store selling products but our addiction to them. 

[FabsConti]

So, I agree and disagree hehehe I usually don't even pay attention much at he perks but I used to love them... The 2500 points for 100$ that I actually got a lot of times, free makeovers that I reallynused as classes the 1.5x points per dollar and free shippingwithout minimum were my faves. But I keep being more and more disappointed and it finally borne to the point of not buying there anymore  jnless I have to. I have plenty of money but for me it's a matter of principles. So, yes, I believe people complain and still buy like me (i've been complaining for a while now) but I had it! This new announcement sounded like a big middle finger was given by them. I know I can't find all the products I want from Ulta, but I get most. And the rest I can get from Nordstrom or the brand itself.  So, that's it. I will only buy what I must, which is very litttle.

[Chely004]

I agree, most of the people that shop in Sephora has plenty of money so they don't really care about rewards program and stuff, they just want to shop fancy products. Sephora knows what it's doing and knows that no matter what the mayority will continue buying.

[Sanday]

Thats where there downfall will be. Is thinking just what you said.

[Foreverhope]

Not happy with the 500 points for $10. I was initially, until I calculated how much money I spent for the 500 points.

Do I understand this correctly, they aren't offering 1.5 point/$1 anymore? 

Maybe they should concentrate more on offering better samples, better and more varied Sephora favorites, and 500 points bundles...

[samanthasmom]

Really disappointed that rouge will no longer earn 1.5 points per dollar spent. Sephora is really not doing anything to encourage us to reach rouge status. Other than an extra 5% during the sales twice a year, we basically get the same benefits as insiders and VIBs even though we spend more money than they do.

[Siun]

Why are points per dollar being cut? As a Rouge member, this is a big loss of benefit for me.

[daisyblue99]

What happened to the free makeovers for Rouge members? 

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[luvandkisses4u]

OMG!!! YES THANK YOU for mentioning this!!  I have been arguing with Sephora customer service over this issue for a year!!!  Every time I call and ask about this they always tell me that free, unlimited make overs for Rouge was NEVER a benefit - my local store should have NEVER done all those makeovers for me!  And when I ask the manager of the store about it they are very cagey and quiet about the matter - saying the same thing over and over,"Rouge members have different benefits now"  and I'm like - there's no point in being Rouge now, you took away all the good stuff for those of us who spend the most!

[barblindner]

I agree I called so many times and got the same answers about make overs and I too used them a lot. I also spent over $3000 last year and then they acted like I robbed them. I think rouge should sign a petition for when services come back and insist they include them. They said they changed then because they surveyed us we said we preferred paying instead of purchasing. What the hell? Who said this? Are they crazy a? Let’s sign a petition to bring them back. Maybe they can hear us

[mhill0425]

This doesn’t seem like a great direction to go in from a customer standpoint.

[maddyz]

feedback to the beta test: *is overwhelmingly negative*

Sephora: I can't read suddenly. I don't know

[thuneyugn]

suddenly they're Jared, 19

[keelybt]

@JaimeOliveDange  @sgrl23 At this time, you can only apply 1 BI cash reward per transaction. 

[samanthasmom]

I was able to combine a rouge reward with beauty insider cash.