A Message to our Clients about Epic Rewards

[sephoraadmin2]

Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our community.  Yesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday’s promotion was the largest number of Epic Rewards we have made available to date.

Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate.  

At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experience.  Those Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to epicrewards@sephora.com and include your Beauty Insider account number or email address associated with your account. 

Beyond that, please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.

Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our community.  Yesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday’s promotion was the largest number of Epic Rewards we have made available to date.

Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate.  

At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experience.  Those Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to epicrewards@sephora.com and include your Beauty Insider account number or email address associated with your account. 

Beyond that, please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.

**********************

Updated August 17

Thank you to everyone who has been reaching out to us about Epic Rewards. We value your feedback and recognize your ongoing loyalty to us, and we are working to get back to you quickly.

To that end, please know that if you have contacted us you will hear back from us in direct response to your inquiry during the period between Tuesday, August 25th through Tuesday, September 1st. The timing of the response to you will depend on when we received your initial contact regarding Epic Rewards.

If you haven’t contacted us yet, please email us at epicrewards@sephora.com. We’ve set up this dedicated mailbox to collect the right information quickly and accurately, separating you from the queue for general Sephora inquiries. When you email us at this address, it will generate an automated response that confirms we’ve received the message. You can then expect to hear back from us as quickly as possible with more information.

Please know that our team is listening, and we take your concerns to heart. We value your support, and we will be in touch soon.

With our sincerest thanks,

The Beauty Insider Team

*************************************

Updated September 1

Thank you to everyone who reached out to us about Epic Rewards. We have reached out to all of those members who emailed us on or before August 25th, and are no longer accepting new submissions. epicrewards@sephora.com has been closed. Please contact us at 1-877-SEPHORA (1-877-737-4672) regarding any other questions or concerns. We have reviewed your feedback and are taking it into consideration as we plan for future promotions. Our loyal Beauty Insiders are enormously important to us.

[blackkitty2014]

Yup! I don't want a bunch of points that I can never used!

[meganlisa]

The response

To Our Valued Beauty Insider,

Thank you for contacting us regarding Epic Rewards. Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize. We are currently reviewing each case and will respond to you within 10 business days.

Please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.

Regards,

Client Services

[DTalksAll]

Did you also have the "Confidentiality Notice" at the end of the e-mail? 

[meganlisa]

Yes. Oops...did I violate it!  Oh no.  Banned from Epic perks going forward?  Shoot...my bad.

[DTalksAll]

😛

[Panda168]

I call Bull

[meganlisa]

Right!

[starrysparkle]

Yep, just got the exact same response.  Great....

[meganlisa]

I personally was thrilled.  I mean...standard boilerplate...sent to you to....you got it...great...

[EvilLemons]

I'm a little confused by this.  Pretty much none of us got any rewards...so they want thousands(?) of emails stating that fact?  Or just people that actually had a reward in their cart that disappeared?  I clicked on the links even though they all said 'sold out', hoping, just maybe, something would be in stock.  Okay, now that I actually said that, I realize how silly I sound.  Ah well.

[meganlisa]

Maybe if we send the emails they will do it differently next time.  Oh, no, so...

[bratknits]

They did the same thing the last time, most people got 500 points which only added to the chaos this time.  I refused the points and never have I been happier with a decision.  I'm finally out of points and have nothing to hold me here and I made a nice donation of 500 & 100 perks to the local shelter.

[albablue]

Well done, bratknits! I'm also officially done with this company.

[meganlisa]

I didn't take them either.  I just couldn't.

[ohsotattooed]

Please don't think that giving out 1,000 points is going to pacify us. Take notes from Nordstrom's, Ulta, etc. Make us feel appreciated!

[rumbalove]

15 hours of clicking and refreshing then by 2:58 eastern time I successfully added the Paris trip on my cart!!! then I clicked to purchase only to realize that my reward is not there anymore!? I felt so helpless. I contacted you guys no response. I called the Rouge line and both of my calls were dropped. I went to facebook sephora to let you know what happen and all I got was a copy and paste apology!....  I'm still shock to how everything went down. I wish i didnt even get to add it in my cart maybe I wouldnt feel so emotional!

[kso1225]

I feel your pain. I spent 15 hours clicking refresh hoping for the Paris trip as well. Despite constantly clicking refresh it was the only 10k point reward I didn't see available. I didn't want the MUFE trip since I live a few hours from NY and I don't care for GlamGlow products so I definitely wanted someone else who would appreciate that to get it instead.  I tried to add my backup (the 2k Skin inc set) but that disappeared from my cart.

On a side note - I don't understand why the Paris trip is valued at 10k points. It's much more valuable than a trip to LA or NY, even if you're flying from the opposite side of the country. Obviously a lot of people wanted it (and got close to it) so there's no shortage of people with over 10k points. Flights are easily twice the cost to Paris (from the east coast) when compared to flying between LA and NY.

[Libellules]

It's the whole experience though. I'd take the trip to Paris in a heartbeat, don't get me wrong. But for me, Lance is pretty ho hum. However, a trip to NYC for MUFE experience? That was worth just as much to me!

[Tracib1981]

My feelings exactly. And mine wasn't near as cool as Paris  lol

[meganlisa]

I begged for an end to this misery...

[Anonymous]

Will it be more points for everyone or something else?