Extraordinary Rewards Experience

[BeautyInsiderBT]

Hi Everyone,

We wanted to take a moment to let you know that we are hearing your feedback regarding today’s Extraordinary Rewards experience. If we haven’t been able to respond to you personally yet, please know that we have read your feedback and definitely understand your frustration. The rewards sold out much quicker than we anticipated, so we were unable to send out the planned email or post to our social channels. We’re sorry if you missed out on these exciting rewards. The response has been overwhelming and we are happy to announce that there will be more extraordinary rewards coming this year.

If you have specific questions or need assistance, please PM a moderator for help. We appreciate your understanding and value the helpful feedback you’ve provided here on BeautyTalk.

[Anonymous]

I'm sad and angry that this is one of my first posts on BT, and that's it's so negative. I had known about the rewards and had been looking forward to them since I saw that little box on the email. The reason I didn't stay up all night, was because I was getting up early to get to the Sephora inside JC, it's the only one I have in my state, and return a point perk before these rewards started. 

I get to the store and she talks to a CS, for about fifteen minutes, and I'm thinking, great I can return this and have enough to get what I want. Then she tries to scan it in, and gives up. Apparently it didn't register as a UCP code or something, so after that, I took my reward, and moved to leave. THIS, is when the SA says something about them all being sold out anyway. 

I'm so disappointed. It had me full on raging for a while, and I called the Rouge line and got a sorry here and there. No explanation, no little hints about other rewards, no pity points. Just a ' can i have your name and email so I can give this message to marketing?' I want an explanation, and I would like to know how they plan on making this better, because the amount of disorganization and disrespect to their customers is baffling. What exactly, is the point of me being loyal to Sephora when they treat us so badly as customers? I wanted an email, dammit. 

[xiaobetty]

I am really disappointed and unhappy to say this is my first talk on sephora beauty talk and it's a complaint. I haven't receive any email or notification after I saw on SNS that people are showing their rewards. Not a piece of information. Sephora should do something to avoid this happen again. If they are not ready and don't want to afford those fabulous rewards for all VIBs and VIBRs, they should't ad these activities. Maybe sephora only cares about the customers they think they should care.

[HiIAmClaire]

So this is true... I heard my friend got a good 500 points for not getting anything. But I didn't even knew about this till I googled it. This is so frustrating...... And I can't believe that my first comment at Sephora.com is complaining.

[itscarin]

Haha, welcome to BT.  If you want the 500 points you're going to have to call them up and express your frustration.  Wait for them to offer you something for your troubles.

[NarNarNars]

 .....And how is this fair that some folks have already received apology points and the majority of us is left empty-handed? Is this event full of frustration some kind of a gift that keeps on giving? Good lord.

[NarNarNars]

Update: after reading carin's response, I did call the rouge concierge line. I very politely told her that I never received any notification about the mega rewards, and the way they handled it mega sucked. Then I let her talk-- she said "I apologize" numerous times--, for a good few minutes, then at the end of her apologetic speech, she offered me 500 points. I tried so hard not to laugh or be snarky, but the whole point of anticipating this mega sucky reward event was to spend my points, not earn some more. But, understandably, offering points would have been the best she could do on her end. 

 I was also told that other mega rewards will be offered soon. When I asked her whether it will happen sometime this month, in a few months, or within this year, she did not have any timeframe for that. BUT BUT BUT she told me that they "promise" to send emails when the perks are actually alive. Do I buy this? Not really, but at least this poor girl was trying. 

 Man, this sh!t cray cray.

[anaa]

So if they send an email at 4AM what are the chances of seeing it...for me not so good.  Glad you got the points.

[NarNarNars]

I completely agree, but at least they understand the way they handled it was a total train wreck. Ugh. 

[anaa]

So true!

[itscarin]

It's not fair.  If you want your apology points you have to call it in.  They close at 7 pm PST, I believe, so you have about two more hours to call it in for the day.  Be nice to them, because they were put in a bad situation by Sephora's marketing/IT team.  Just chat with them about how dissatisfied you are with the program until they offer you something.

Maybe if enough people call in, Sephora will get the hint and just give everyone apology points so their poor reps don't get slammed and have to deal with thousands of irate customers.

[meganlisa]

Sorry, I will not beg for 500 points and waste 5 or more minutes on the phone to get them.  I've mostly tried to keep my claws in, have been reading a lot of the posts but this fiasco hit at an especially busy time for me I've been more of an observer.  I'm not arguing with you itscarin, you're just trying to help.  It's the process that I'm objecting too…I need to call…explain my frustration and hope I get point?.  NFW.

[heartsmyface]

They get to choose the value of the points anyway, so it's not as though they're apologizing with say $10 coupons or anything which could be useful.  

[anaa]

Or those $50 gift cards.

[heartsmyface]

I would count on $10, lol, $50 sounds like a dream.   

$50 gift cards would be a great point perk btw:)   Something tells me these point perks were donated by the companies and not out of Sephoras own pocket which is why they haven't tried to rectify things with us.  

[NarNarNars]

With all due respect, I don't think anyone is begging for 500 points. I understand that you choose not to voice your concern, but I am not sure if it's right to make those of us who actually cared to call in and let them know how we feel about this ridiculousness seem like we were begging for points. After all, in my opinion, the whole purpose of calling the rouge line would be to tell them how they mismanaged this event, and if they offered points, I'll take them. If they don't, whatever, at least they know one more rouge member is mad at them. The fact that a small number of folks, compared to the vast majority of us, received some type of compensation seemed totally unfair, and that's the reason why I posted that message. 

[heartsmyface]

It feels like begging when you have to go out of your way for a personal apology.  They should be coming to us and apologizing without us having to ask(beg) for it. 

[meganlisa]

I'm not criticizing or attacking anyone on BT (or otherwise) for calling to voice their concern. I just find it offensive that some people are getting 500 points and others are getting nothing.  This is not a critique of the consumers here but of Sephora.  I find it offensive that I need to (yet again, after complaining at the last two of these events only to have the new one be a dud) call to get a few hundred points that I can spend for deluxe samples of products I don't want.  If others feel they want to call to express outrage hats off to you.  I'm just done with making that effort.

If I thought my voice would make a difference believe me…I'd be on it.

[NarNarNars]

I totally get what you are saying, and we are on the same page as far as how Sephora manages to add yet another misery for its most loyal fans. While I did not think that you were attacking anyone, I just thought that your choice of words could be taken offensively. Thanks for the clarification. 

[itscarin]

::shrug::  I didn't beg.  I talked to them during my 40 minute commute.  I agree that they should just give everyone something for their troubles like they did during the VIB sale, but in lieu of that I think calling them up is the best way to go.  If they get enough calls they'll realize it's more than just a handful of crazed internet people who are unhappy with the situation, and maybe they'll come the conclusion it's easier to just give everyone something rather than doling out apologizes on a case-by-case basis.

[meganlisa]

Not criticizing anyone on Bt.  I'm just personally done with calling..complaining…then the same thing happens…and I call...

[annec322]

It is a tiring process.  I will give you that.  I called four times in total and messaged on Facebook.  I did get points.  Just because at the time I felt it was unfair others were given points and I wasn't.  The inequality of it made me mad too.  

Now that the dust has settled and my emotions aren't running as high anymore...yeah...I'm with you.  There was no purpose in calling them.  I see that now.  I doubt I'll ever use those points cause the next event will be run just like this one.  And I still didn't get them to give me the perk, which is what I really wanted.  Bottom line, Sephora is what it is and will likely always be poorly run so there's no point in me wasting my energy on them.

Please no one feel as if I am judging them, I am only referring to myself here.