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]

Ouch!

[sarinalove]

that is a good eye! haha kinda funny indeed

[hackneyfl]

Ok, now that one is FUNNY!!!!!!!!!!!!!!!!!!!!

[trishavt]

 !

[greenchilli]

I need to get a job and some work experience stat.

[trishavt]

Maybe you can be the CEO's official "tweeter"

You just gotta make sure to know the difference between an "award" and a "reward"  😐

[trishavt]

Maybe you can be the CEO's official "tweeter"

You just gotta make sure to know the difference between an "award" and a "reward"  😐

[notcreative]

I always wondered what the difference between an autograph and a signature was. When I am shopping and someone asks for my autograph, it never feels like a compliment.

[notcreative]

My husband needs to do the same. He was "working" a lot through our recent vacation. 

[sarinalove]

I sent my email and I'm curious to see how and what they do within 10 days from now.

[notcreative]

I never have any points, so this mess missed me again. Leaving this here for others.

[chocopudding]

But I do! I keep buying McDonald's poutine thinking that it'll be tasty, but it's not! 😞

[blackkitty2014]

That's why you're the wise one 😉

[greenchilli]

NC, take your logic and get outta here!

😄

[trishavt]

I emailed epicrewards@sephora.com and got an automated response. 

They cant even figure out how to use the same font in their automated message. This looks like someone copied and pasted text from another message into a new message they wrote. Unbelievable. I'm surprised they dont have template emails already set up in their system for these occasions. LOL. Seriously this is joke. I cant even take them seriously now.

[wheeeee]

This is what happens when you don't pay your Interns and expect them to clean up your dirrrrty mess!

[Anonymous]

I received the same automated "mixed font" email. 😀

[sravanthi]

LOL good catch

[greenchilli]

I have had a very trying month with quite a bit of stress.  This post is everything I needed to cheer me up.

Thank you.

[trishavt]

.

[greenchilli]

hmmmmm.  I think I miscommunicated.

[avanhooser]

First and foremost the rules stated employees were not eligible.  Yesterday both on Twitter and on Facebook two different employees posted they had scored epic rewards.  Once had posted on twitter at 1:18 PM which is when oddly most people were not able to either see or purchase these so called Epic Rewards.

As with most events like this Sephora should provide a process to send in a request for a list of winners by name with prizes awarded.

Additionally, Sephora made a big push to all members in which they increased amounts of points based on level just five short days prior to this roll out for the Epic Rewards, heck they included info in the mailings regarding this push. 

Sephora pushed this out and people such as myself spent more money to gather more points so they could be rewarded for the loyal business and participation in the rewards program.  I have quite a few points, actually just a few weeks ago a clerk had indicated they had never come across a member with as many points.  Furthermore this is the second time this year Sephora has had a huge blunder and even on the last Epic rewards event there were issues.

Sephora needs to address these failures and make right the fact that they failed to provide the programs they promised.  They can spin this as we offered more than we had in the past but so far that is not evident it is an excuse.  They claim it was the overwhelming attention they received that bogged down the systems but again this does not jive with seeing employees post scoring rewards but loyal shoppers spent hours in a vicious cycle never seeing anything except rewards disappearing before they were even presented.

I purposely spent an additional $500 last week so I could ensure I had enough points to do more Epic Rewards shopping my plan was to try and score at least one of a few of the 5000 point plus rewards.  The Dry bar reward never appeared all day so how someone scored it I have no clue.

I feel any customer who is VIB Rouge/or all other levels who spent money for the points using the email link tied with the epic rewards portion should first and foremost be provided a reward at the level they currently hold points at a minimum.  So if a member used the deceptive email sent by Sephora that indicated you had an opportunity to gather more points to score an epic reward they should be able to obtain the reward that their point level can accommodate.  It is thru no fault of the customers that this failed epically, that is entirely on Sephora.

This was an epic failure across the board and Sephora needs to stop making excuses and offering some people 250 bonus points and others 1000 points they need to work with all the customers and correct the errors their systems created.  More points that you can't use on products you want are not worth the maintaining a reward membership with Sephora and as such if Sephora can't address my concerns I will take my business elsewhere.  I am not asking for something free I spent my money to obtain these points and I should be able to use those points to my benefit and not to Sephoras pocket book.