Monday, August 10, 2015

Sephora Extraordinary Rewards - yet another fail (fail part 2?)

I don't know why I fell for it again. I should have learnt from the first time it happened. But noooo, I fell for the stupid thing hook, line and sinker because I have lots of points I'd ideally like to redeem for something good.

Let's rewind a little bit. This is what set this off:


Yeah. I mean, I really like the look of the things they had - a Givenchy Le Rouge set, a Becca set, a YSL set.. if I'm going to redeem my points I'm going to redeem them on something of real value, you know? Not a bunch of silly deluxe samples.

This time, I'd done my research. Sephora CS said that they would be live during business hours. I was on my computer at 8am. And I waited. And waited. And waited. 12pm, nothing. 1pm, nada. I kept refreshing, and then I saw the banner change - "Epic Rewards now live!" I click on it, and... nothing. All sold out. I didn't even get a chance!

As much as that infuriates me (I spent all morning, waiting, and NO WORD FROM SEPHORA) others had it worse. Some people checked out with the rewards in their basket when POOF! the reward vanished. But, oh wait, their order still went through (of course, Sephora makes it so that you have to buy something to redeem a reward.) I can't even imagine that.

The thing that gets me is that they plan it so badly. Instead of making it an extraordinary reward that sets them up for epic PR failures, why not just have a bunch of great rewards all-year? No one has to get shafted.

Again, Sephora CS had no idea it went live or when. Sephora did not send out any email. Sephora did not reply to any of the queries from its customers.

It's so ridiculous that in order to even have a shot at a decent reward for spending money with this company (in some cases, thousands!) you have to sit at a computer ALL DAY, and what do you get? Something that runs out in two minutes. This only really works for a handful of customers but the majority (myself included, of course) end up reconsidering where their money is spent.

I'm not going to ask Sephora to "step up their game" because they've shown, repeatedly, that they are incapable of doing so. Instead, I'm appealing to the brands themselves - please venture out of Sephora. I want your product, but I don't want to have to deal with Sephora. I'd be ridiculously happy if you all moved to a different retailer.

5 comments:

  1. I hear you! Sephora should have the reward thingy all year round..I mean why not give everyone a fair chance..after all we are are spending the money!

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    1. I know! Why can't they have some good, solid options for 500 (and maybe ever 1000) points? I hate to waste my hard-earned points on some silly deluxe samples.

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  2. I'd definitely be happier if Sephora just offered better 100 and 500 point perks all year. Someone on reddit also suggested that Sephora still offer these rewards, but make it kind of a "lottery" where you indicate which reward you want, and the people who get it are randomly selected, and you only have points taken out of your beauty insider acct if you're randomly selected. I thought that was a more practical way of doing it.

    Personally, I pulled an all nighter because I was worried these would release in the middle of the night. They didn't, and somehow I managed to snag the Benefit set, but I'm definitely unimpressed by how Sephora chooses to handle these things.

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    1. Agreed! And I like the lottery-style option - it'll definitely ruffle fewer feathers.

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  3. A lot, maybe even most, of the brands that Sephora carries are owned by the same company (LVMH) as Sephora. Sephora is basically just a front for LVMH to sell their own brands.

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