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.

[BlushHoarder]

Agreed. There is no rhyme or reason to this gibberish. So disappointed.

[chocopudding]

Me too. I'm just trying to patiently wait for my email. If nothing comes after the 1st, then I will contact Sephora. 🙂 Because I will totally admit that I want that $50 promo code. LOL!!!

[Poonam81]

I sent an email on Aug 11th and received an auto-reply that I'd hear back within 10 days. I've been checking my Junk folder and still no $50 reward. Are people still receiving emails after the first day of mail outs?

[OhSailor]

People keep saying to check the junk folder- is it not labeled as a Sephora mail?

[Kclr16]

Thank youuuuuuuuu! 🙂 ❤️ 

[butterblume]

I'm very impressed with the way Sephora has handled this. It does indicate that you are listening to us and do care about retaining your relationship with your customers. Thank you for the gift - it has gone a long way towards restoring my goodwill towards the store.

[IansMommie]

Ditto....thank you for acknowledging that this event wasn't the best-planned event in the world and experienced technical glitches; and trying to make it right to the best of your abilities.

[BaronessMeli]

How will we know if we are getting one? I was stuck to an IV and even with my nurse refreshing my laptop and me using my cell, we still missed out on any reward.  I found out about this at the last minute last night and called the Rouge line, he had me send out an email.  I'm already bummed since the gift we ordered for our friend was missing it's samples.  I feel bad since I worked for Sephora and have friends who have had to deal with some pretty mean people.  It breaks my heart that people who damaged things maliciously and returned them are going to get rewarded while clients from the black glove/red lips days might get a cold shoulder...

[ayeshayh]

Whats black glove/red lips days exactly?

[BaronessMeli]

I'm going to feel old now, but back in the day(mid 90's to early millenia?) cast members would wear one black glove to better show off the item the client was interested in.  Also you used to have to wear red lipstick for the most part, it drove one of my friends crazy...

[greendalegirl]

Thank you, Sephora! I really appreciate the effort in making us feel valued/appreciated as customers. I hope some of the feedback provided will help everything run more smoothly moving forward. 

[ahanna]

While I'm hoping that more change is coming to the reward/point system I am impressed that Sephora is giving $50 to those that responded and had enough points to try to get a reward!  I'm going to put it towards a palette and pretend that was my original reward that I was hoping for!  😜

[natalie12]

I also sent an email on August 12 and never received a reply. I just sent you guys another email with the original email. 

[rubythursday]

How was this message communicated? I did not receive an email and I did not see it on the website.

[ayeshayh]

It was tweeted and posted on here. 

[Grahamcrackers]

Now that all is (mostly) well in Sephora-land, can we please, pleeeease never do another Epic Rewards??

[daisies121]

[OhSailor]

I'd rather have some girls get lucky than no one get any, personally

[thatshortchicky]

Thank you, Sephora! You exceeded my expectations with your resolution

[LCResz]

I appreciate the gesture, thank you Sephora! 

[kimmien]

I got 250 lousy points. Wow Sephora. I was online on time and tried to check out an epic reward with plenty of points. Now you say I wasn't eligible as I have less than 1000 pts as I am burning them up as I now know they are useless. So disappointed.