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A Message to our Clients about Epic Rewards

 

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.

 

 

Re: A Message to our Clients about Epic Rewards

I usually don't like any of the items you offer in your points system. This was my chance to use what I had been saving. What am I supposed to do with even MORE points now?

Re: A Message to our Clients about Epic Rewards

Will it be more points for everyone or something else?

Re: A Message to our Clients about Epic Rewards

I begged for an end to this misery...

Re: A Message to our Clients about Epic Rewards

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!

Re: A Message to our Clients about Epic Rewards

If you truly appreciated your clients you wouldn't be so vague about what you are going to do to fix things.  It doesn't take a marketing genius to know that having 2 rewards for each category would sell out fast, and not letting people know when they would be released was a planned move, so please spare us your faux regrets. If you had said this was a contest, then people would be more understanding, and ultimately it's not even about getting the reward, it's about showing a little bit of respect for your loyal clients.

Re: A Message to our Clients about Epic Rewards

Haha yeah OK you're really sorry, sorry Sephora but I call BS on this one.

Re: A Message to our Clients about Epic Rewards

Free samples that we need to pay for?? That's not right, I want better rewards!

 

Re: A Message to our Clients about Epic Rewards

Here is my email to you, Sephora. Harsh? I don't think so...:

 

Sephora,

I clicked refresh from 6 am until when you released the rewards at almost 2 cst. I had one in my basket (Smashbox), after missing out on the YSL reward I really wanted and it didn’t get thru the process before it was out of stock. Must have been less than 1 minute that they were released before they were gone. 

I accumulated points and literally debated even purchasing things on sale at other stores because I would miss out on points at sephora. I have emailed your customer service with no response as of yet (over 24 hours).
 I have been a loyal customer to you and see that you have posted something on BeautyTalk to attempt to redeem yourselves. I no longer get emails from you, btw, which you have been unable to fix or respond to me about after MULTIPLE attempts to contact customer service thru both your website and over the phone; therefore BeautyTalk is what I have resorted to for updates.
The email address I am using is the one that is on my VIB Rouge account.

Please advise. 
Your previous loyal customer, now Ulta’s b*%$h,
Kimberly

Re: A Message to our Clients about Epic Rewards

Simply be clear and transparent. Disclose the EXACT time and number of rewards available and the odds of getting them. Give us the option of trying to get them or spare us the hassle of a day lost refreshing a page that for me, like for MANY others, never even existed until it was all gone.

 

Re: A Message to our Clients about Epic Rewards

ALSO, what are you doing arbitrarily sending some people 1000 points when they emailed you, and none to others when its been so clearly publicized tens (maybe hundreds) of thousands were affected ? As well, much like everyone has said already, clearly sephora points are meaningless anyway

Re: A Message to our Clients about Epic Rewards

We don't want your hush points, we want to know that our patronage is being appreciated by doing things the right way the first time instead of you having to clean up your mess afterwards. Throwing points at us is like using a dirty mop to clean the floor.

Re: A Message to our Clients about Epic Rewards

Re: A Message to our Clients about Epic Rewards

Already sent the email, just to see what's this one about.

Re: A Message to our Clients about Epic Rewards

I completely agree!   Please don't send points or deluxe samples.

 

 Change the Rewards program! It is NOT working!

 

I have never been able to cash in ONE point because even for 100 rewards both times they arrived damaged and another order the Nars Orgasm Mini was missing.  Later I was told it was OOS.

 

Go cash rewards like Ulta and many other department stores selling the same merchandise as Sephora.

 

I missed the Extraordinary Rewards in 

May when y'all failed to release the date and yesterday I saw the link go live and when I clicked it all I got was an OOS message.  Crazy!!!!!

Re: A Message to our Clients about Epic Rewards

The email I just sent them:

 

Hello,

 
I saw your disclaimer asking any who were unable to get an Epic Reward to email you at this address.
 
I had an Epic Reward in my cart. In. My. Cart. It was still there when I clicked "Place Order." I could SEE it in my cart as it processed.  And then lo and behold, once the order has been processed, it was gone.  I had pulled an all-nighter and began refreshing the page every minute from 11:30pm PST on the night of August 9th onwards.  I was desperate to get an Epic Reward, ESPECIALLY because the last time you released the rewards, I had not been notified.  And I'm VIB Rouge, am I not the kind of customer that would like to know about these kinds of things?
 
So for 12 hours straight, no sleep, I had just been refreshing refreshing refreshing refreshing... only to have it swiped right under me.  How am I supposed to feel about this?
 
Here's my story: when I was 12 years old, I bought my first tube of mascara ever at Sephora and I never looked back.  While my peers were shopping at Ulta, Macy's, CVS, etc I was a devoted Sephora shopper.  I have never, NEVER bought anything (hair products, perfume, body products, etc) outside of Sephora unless Sephora didn't carry it.  I defended Sephora to the death, convinced all my friends to go shopping at Sephora, and naturally qualified for VIB Rouge the instant it became available (having immediately qualified for VIB the instant it became available as well).   For Christ's sake, I have a Polish Sephora membership- I couldn't even live abroad without shopping at Sephora!
 
And this is where my problem lies: if you hadn't promised exclusive perks and rewards for VIB Rouge members, I may have never given it a second thought.  Sephora was in my blood.  But I have yet to gain anything unique or exclusive as a result of my being a VIB Rouge (I did attend a VIB Rouge event but did not receive anything there that I couldn't have received otherwise).  It's been 12 years that I've spent all my time and energy into Sephora and I just feel so sad to be so disappointed.
 
I work in customer service myself, so none of this is of course directed at you, the reader.  This is directed at your Beauty Insider program and its continuing efforts to alienate its most loyal and devoted shoppers.
 
I will be returning the item I purchased yesterday, as well as a few items that I had purchased during your 4x the points promotion (which of course, I spent quite a lot of money on in the hopes of getting an Epic Reward.  Look where that got me- I feel quite played).  And it was with an extremely heavy heart that I opened an Ulta Rewards account this morning.  I've just made my first purchase there and while it was difficult to do, I already feel more valued there as a customer now than I have in my several years of being a VIB Rouge.
 
And this is where I leave you: an ex-VIB Rouge (I was planning on renewing my status this year, but I will no longer do so) hoping that one day the message will come across and you'll start treating your die-hard fans with respect.
 
Until I see some meaningful changes in the way you handle your rewards program, I am out. Goodbye, and good luck.

Re: A Message to our Clients about Epic Rewards

I agree with those that are unhappy with Sephora as well as those defending.

 

Both opinions have value.

 

The reality is that it was

1- a sales ploy

2- extremely limited volume; like playing the lottery

3- poorly executed; no time of release provided

 

In my opinion rewards should tie back to their levels (Rouge, VIP, BI) or otherwise remove the levels.  If rewards cannot be translated into actual dollars (like other companies such as ULTA in the US or SDM in Canada); then find a better solution.

 

In my opinion, Sephora does owe it's customers that went thru the trouble of trying to redeem some sort of retribution.  They set up an expectation that they did not deliver on.  

 

The main problem, at least for us in Canada, is a lack of competition.  Many of these brands are starting to offer CDN $ website with shipping and it may come that CDN shoppers move to buying direct from Too Faced, Urban Decay etc who also offer free samples, deluxe gifts and % discounts at least 2x a year. 

 

Personally visiting an actual store is not of huge importance to me, with e-bates and CDN rebates, I prefer to buy online to get money back.

 

I too have sent an email with my VIP rouge information and my experience with epic rewards, let's see how Sephora responds.

 

 

Re: A Message to our Clients about Epic Rewards

<a href="https://imgflip.com/i/pf50r"><img src="https://i.imgflip.com/pf50r.jpg"/></a>

.. and nobody gets the rewards!

Re: A Message to our Clients about Epic Rewards

I think it would be helpful if this statement had been emailed to all Beauty Insider customers instead of being posted on this page. 

Re: A Message to our Clients about Epic Rewards

I would appreciate if there were some nice 500-1000 point rewards available. A full sized lipstick and liner in a popular color.  Please no more deluxe sample kits for 500 points. Department stores give those away.

Re: A Message to our Clients about Epic Rewards

I just have to say. "Bravo!" to Sephora.  I really have to hand it to them from a business standpoint, since these 'rewards/perks' must be VERY entertaining on their end to watch/read how people go crazy over you.

 

The ability to make people look like thousands upon thousands of peons scraping food off of the floor for only 100 or so pieces of food is pretty ingenious.  

 

You have us eating out of your hand and coming back for more like an abusive relationship.  

 

Sephora is probably full of narcissistic people that got excited watching/reading the "hunger games" of Sephora.

 

 

1,321 Replies