VIB Rouge "private hotline" makes no sense!

[Anonymous]

VIB Rouge "private hotline" makes no sense! 

First of all, it took google research and looking at group threads to even FIND this "hidden gem" of a phone number...as it is not listed anywhere on Sephora's site or app. Why isn't it just emailed to you when you become a Rouge? Or added to your account profile as the contact number for Rouge?

Secondly, wait times are massive and not any different to calling the regular Sephora line.  Also, the reps are just not knowledgable at all about anything - sales, event dates, etc.

Third, and most importantly, literally ANYONE can call this number.  I am not at all trying to be exclusive of anyone, but Sephora specifically lists the "private hotline" as one of the benefits of being a Rouge and it's just a lie - it's not private at all!  Reps never verify whether or not you're a Rouge when you call.  I have asked about this in the past and the reps admit that they do not verify whether someone is a Rouge.  I was told "if you were just VIB or Beauty Insider, I would still assist you".  So then how exactly is this a "private" number?  

When you achieve different status levels on airlines, you then get contact numbers specific to the status you've achieved. That is how Sephora is selling the "private hotline", and it's a total lie...and people should know that.  

Sephora - PLEASE REMOVE this from the list of Rouge "benefits" as it is simply not accurate and unfair to display something so misleading to your customers.  

[jrabbit]

AGREED! I don't understand how it is a perk at all. No friendly greeting, no mentioning of my status, same abilities and knowledge as the regular hotline (almost less than), monotone response and indifference. The lack of friendliness is really what surprised me. Statistically, the regular call center is far friendlier than the VIB hotline. I'm with you! I think Sephora should either do away with this as a perk or call some other reward focused customer service centers to learn a thing or two.