If a certain product is running a great promotion, it will not be ignored by avid consumers especially if it is a well-known brand like Sephora. But what if that great promotion turned out to be a massive disappointment?
More likely if you are one of their loyal customers who bought a huge number of their varied products to accumulate points to earn bigger rewards, will probably return even the smallest and cheapest item.
Sephora is a visionary-retail concept founded in France by Dominique Mandonnaud in 1970. It is owned by LVMH Moët Hennessy Louis Vuitton, the world's leading luxury goods group. Sephora is highly regarded as a beauty trailblazer from its unparalleled assortment of prestige products, unbiased service from experts, interactive environment, and innovation.
What happened last Monday was an exciting event for Sephora make-up addicts promoting the "Epic Rewards" which is the cosmetic company's reward's program. For every dollar spent you will earn a point and those points can be spent on sample or specialty items. It goes like this; $1 = 1 point.
Messages were sent to customers from Sephora's mailing list and social media feeds. A part of the message said:
"Once-in-a-lifetime rewards are available August 10. Shop now to bank even more points**." At the bottom of the graphic it says, "Epic Rewards online only. Extreme limited quantities."
Customers were mad because they have to spend money just to earn more points, but it turned out it is something that resembles a raffle, with too few rewards to go around. Customers felt like they had earned those points by shopping at Sephora during the promotion of the points.
Because of what happened, the customers decided instead to take advantage of the retailer's generous return policy that they will even accept used items back, within reason.
Sephora has issued a statement about the Epic Rewards event, asking customers who didn't get their desired rewards to write in, but not specifying yet what they'll receive.
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