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MISSING PACKAGE
Hello, my package stated it was delivered last Thursday, and it wasn't. I have shed MANY tears over this package because it is for a client I am doing makeup on and I spent $133!!!  I have filed a claim with UPS, can someone PLEASE HELP ME get a replacement order??? I am begging you
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Play! January 2017 Box broken item
Hello Ladies!   Just wanted to see if anyone else who got their Play! January box with a broken Clinique lipstick    
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jessaviles / NEWCOMER / replied
My Clinique lipstick was stuck to the lid and completely broken off-it is now unusable. Very unhappy. see post
No samples in order
I received my order today and none of the three samples I'd chosen at check out were in it. I've had a sample missing before or one of them replaced, but this is the first time all of them were missing. What could be the reason?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi big10beauty,   I'm sorry to hear that! If samples are missing altogether it's usually a fulfillment error at the warehouse level. I'll send you a PM. see post
whats the best face primer
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi andraalpert,   I'll be happy to recommend a few face primers based on your skin type and concerns! Can you please reply with your skin type (sensitive, normal, co... see post
Need help with color match on Kat Von D foundation.
I currently use Make Up For Forever. If given the color shade i use with my current foundation, are you able to color match that to tge Kat Von D foundation?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sarahfunsize,   Thanks for reaching out to us! Sometimes there aren't exact shade matches between brands, but we are always more than happy to help you find a sha... see post
Gift Returns
I just wanted to reach out to other Beauty Insiders and staff regarding an issue I've had with trying to return a gift. Are we all in the same boat here? Let me start by saying, Sephora has a great return policy when I am the purchaser myself. But the gift refund system is obviously unfair. I do not have a Sephora store within reasonable distance of me, and I do not feel like I should be punished because I received a gift from Sephora. I have the online order receipt from the purchase, and the back CLEARLY states "FOR GIFT RETURNS: If you are returning a gift and do not want the refund to go to the purchaser, before mailing the return, please call 1-877-SEPHORA to set up the gift return under your account. Your refund will be in the form of an online credit...." However, I have called and spoken to two different staff members who have told me this is incorrect information, and the refund is REQUIRED to go back to the purchaser's original form of payment. WHY IS THIS PRINTED ON THE BACK OF RECEIPTS IF IT IS FALSE INFORMATION? And more importantly, if Sephora just wants the money for the purchase, why am I unable to simply receive store credit (which would then require to make another purchase within the store)? The rep then went ahead to tell me that I can try to get a gift card in replacement in the store, but it is up to the discretion of the store manager. So no, i'm not getting in my car to drive an hour to likely be told I can't receive store credit for an unused gift purchase. I am SO done with Sephora.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @nattygirl,    I'm going to send you a private message. Please check your inbox when you have a moment. Thanks!   Best, Mali see post
vib card
hi i have a vib card that i got in store and i was wondering if there was any way that i could get it linked to my account?? 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emmasophiavk!   I'll send you a private message shortly to help you with linking your accounts. :) see post
Errors in a review
Hey I posted a review for YSL The Shock mascara before I had a chance to review & edit it....is there any way to delete or edit the review??? Please and thanks!!!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @KaysD7,   I'm sorry to hear that! We can't edit a review, but we can delete it. I'll send you a PM after I delete it with the original review so you can copy and... see post
PM please
Hello,   Can I have an admin mod that is online now pm me please. I don't know who is online and who I should message. Thanks
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @veronika23,   I'm sending you a PM right now. Thanks!    Best, Mali see post
i had a bunch of beauty insider points last time i went into a store and now it says i have none online?
I just signed up for the rewards card again about 2 weeks ago when i purchased a bunch of stuff and i racked up a bunch of points, i even remember last time i went in the cashier telling me i had over 100 points and asked if i wanted to use them. i just linked my card to my online account and it tells me i dont have any, and im confused 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Mauratm,   I am sorry for the confusion. It sounds like you have 2 accounts. I will send you a private message so that I can help link them together. Thank you. ... see post
Qualified for VIB Rouge 2017 last year.. do not see option to get 2017 welcome gift..
Qualified for VIB Rouge 2017 last year.. do not see option to get 2017 welcome gift.. please help. Thanks.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @saridyn,    The 2017 welcome kit is not released yet, but should be available by the end of this month. Please stay tuned!  see post
Why aren't my points/status showing up on my account?
My points and VIB rouge status aren't showing up on my account... the mobile app also says I should "create account" even though I'm signed in? What is going on? I can't even add anything to the cart when I'm online.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jkimmiez,   Sorry for the confusion! Beauty Insider was temporarily down for scheduled maintenance but should be showing your accurate account information now. Th... see post
VIB
I bought $250 worth of things at a sephora location to maintain my VIB rouge status, however, the employee did not correctly put in my email so the amount spent was not added to my account so I have lost my rouge status. What can I do?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Amariesworld,   I am very sorry about that! I will send you a private message so that I can help you with this.    Best Wishes,   Janean see post
Beauty Insider Points
My mom purchased a bunch of stuff from sephora for me for Christmas but she didn't know about using my beauty insider card. I have the receipt so I was wondering if there was any way to add the points after the fact? 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi caliraine!   Is your mom a registered Beauty Insider? If so, we would be more than happy to add the points to her account for the purchase, but request that she c... see post
I didn't get my points
Hi, my mum got me the Urban Decay Naked palette for Christmas and the cashier said they gave her points to go to my account but I have not received any points I have the receipt. Thank you!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @haleynmt,   Sorry about that! I'll send you a PM soon. (:  see post
When is the Anastasia OH Modern Renaissance pallet returning! I DYING
I NEED THIS PALLETTE  
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jazleeanneR,   Regretfully we do not have a restock date for that item. We recommend signing up for email notification and please stay tuned!  see post
I purchased items with apple pay in the sephora app and it doesn't show my order history!
      I purchased yesterday some items in the sephora app. I was checking out and payed with apple pay. when i payed i went to my wallet and it didn't show i had a transaction. Then i went back to the sephora app and it showed my items in the basket(like if i didn't purchased), when i proceeded to check out again (paying with apple pay) it claimed i had only one transaction and it didn't showed my items in the order history(items showed again in the basket). Apple pay claims i had an transaction but my wells fargo account shows i didn't. I also didn't get a EMAIL CONFIRMATION about my orders. So now i don't know if i ordered twice or once. I need help I've ordered online before and this has never happened to me while ordering in ultra. WAS MY ORDER CANCELLED???   PLEASE HELP!! 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @iamyasminv,   I'm very sorry to hear this! I'll look into this for you and send you a PM soon.  see post
Merging 2 accounts
Hey so I recently created an account online, but Ive been making purchases using a card which uses a separate email, so I cant even see the points that Im getting. Could anyone help merge the two accounts? Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lexyfaye,   I'm sending you a PM to assist you further!   Always, Danee see post
Cannot see or give hearts
Hi,   I am thinking this is a browse issue... I am using IE and Chrome on Windows 7 and cannot see the hearts on a post and therefore cannot give hearts. Can someone suggest as resolution to this?   Thanks so much!
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BEAUTY WHIZ poshpepper / BEAUTY WHIZ BEAUTY WHIZ / replied
@ZannaBT Thank you, will give those suggestions a try :) see post
Wrong email in my account
Hi. I found that I typed a wrong email address, so I cannot get any email.... I tried to fix it in store, but I couldn't. What should I do?? Please help me....
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Leyon,   I'm sorry to hear that! I'll send you a private message to assist you with this!   Always, Danee see post
I didn't recieve a item again!!!!
ok so I've already had this happen before, on the order before this one actually! which makes it sound super bizarre. anyways I just placed a order with the 20$ off coupon and my box came today. I ordered the loccitane hand crème set and the clean reserve rollerball set. I got the loccitane and one sample but I didn't get the clean perfumes and the other samples where all opposite of what I chose! now on the order slip inside my package it only list the loccitane hand crème, which is odd because the order slips always have all the items listed. the perfumes went out of stock really soon after I bought them though? so did you guys just leave them off the order or is there another package coming?I really thought this wouldn't ever happen again and its actually hard to believe. any help is much appreciated
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi thefaerietamer,   I'm sorry to hear there was an item missing from your order! I'm going to send you a PM now so I can look into this for you. Thank you!  see post
Reward Code not working
VIB reward code is not working?? Help pls!
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MACgrl81,   Sorry that you experienced difficulties while trying to redeem your Holiday Reward Card. The cards have been reactivated and will be active through 1... see post
Rewards Certificate Error!
I am having the same issue, been trying to redeem my reward for over an hour and feeling pretty smart right about now!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JennyNG10,  Sorry for the difficulty you experienced. The cards have been reactivated and will be active through 11:59pm ET tonight. see post
Can't redeem $15 off $50 reward card!
Same problem as the people below. Trying to redeem my $15 off $50 reward card but it keeps saying it has a $0.00  balance even though I haven't used it and it's not 11:59 PM PST yet (currently 9:39 PM PST).
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Pink22rox,  Sorry for the difficulty you experienced. T he cards have been reactivated and will be active through 11:59pm ET tonight.  see post
Codes not working.
Hi I am also one who's codes are not working like everyone else is saying. Please help us out Sephora!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Perlac,  Sorry for the difficulty you experienced. T he cards have been reactivated and will be active through 11:59pm ET tonight.  see post
I just used Apple Pay with the Sephora app...
It did not crash, but my Apple Wallet did say a transaction went through but it seems to me that my order did not process through? Because the items I wanted to purchase are still in my cart and I did not receive an order confirmation from Sephora... Is this happening to anyone else? *First time ordering through the app, so not sure if it's the app or Apple Pay, or both*
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SamanthaSim, I see you have placed your order successfully.  see post
deleting my review post
hi there,   do you mind deleting my review post i had posted for the versace eros pour femme (eau de toilette) perfume please ?   thanks
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Xoheartaudrey, I have deleted that for you. It can take a few hours to be removed from the site. see post
Have not received my VIB coupon in email
I have not received my $25 off coupon via email. Please can this be sent to me asap?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lollekate,     In reviewing your account, it appears that one of our Call Center representatives recently assisted you in placing an order with your Holiday Rew... see post
I haven't received my $20 off of $50 purchase email. Can someone help?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Courtney947,   I'm sorry to hear that! I'll send you a PM to help.   Always, Danee see post
My 3 free samples didn't come
hi! I recently purchased a sephora order with 3 free samples, but when my package came i never got them. It says on my order form that were there though. Would much like help!  
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jmale11,   I'm sorry to hear that! I'll send you a PM soon about this. (:  see post