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Q. Reward Bazaar Item Arrived Damaged
In my most recent order from Sephora.com, I decided to redeem 500 points to receive the Tarte Skin Heroes reward. This is not my first time redeeming rewards online, and normally I am very satisfied with the products. However, when I open the package today, I found that 2 of the items in the kit were damaged (whether this occurred prior to shipping or during the shipping process, I am unsure).   Both the maracuja C-brighter eye treatment and the drink of h2o hydrating boost moisturizer had been opened and spilled into the box (I've tried to upload a picture but I keep getting an Upload Failed error. I will try to provide one in a reply to this). While it appears that both items have a decent amount of product intact, they arrived open with no obvious signs of trauma that would normally occur in a shipping accident. So I'm concerned about the sanitation of using these products.   I would like to return and possibly exchange the items, but I'm unsure how the process works with rewards. If someone could assist me, I would greatly appreciate it!   Thanks!   Shannon
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Shannon,   So sorry to hear that! I'll PM you in a moment to help. see post
I'm disappointed.
I ordered a lashtash to go, free samples a Sephora collection mud mask purifying and mattifying, Dior capture totale Dreamskin advanced, Lancôme Dual finish Multi tasking Longwear power foundation and the 100 point smashbox iconic photo finish foundation primer. I received the Lashtash To Go but totally different samples which I didn't asked for, I even got a men's perfume sample! And my 100 point product of smashbox I didn't get it at all. I'm very disappointed. I hope at LEAST I get my points back!!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Lupita0713,    I'll send you a private message to further assist you!   Best, Mali see post
Checkout button not visible on Ipad, no subtotal and can't check out
Hello!    I've recently encountered an issue where my Ipad will not show the checkout button, nor will it show my subtotal. It's as if nothing is in my cart when there was. I've tried clearing my history, cache and cookies, as well as the basket, and filling it with different items. Yet still no check out button. While I was able to use my daughters computer to complete my order (she was on my account and was able to see the check out button), my Ipad is my go to device to shop on Sephora as I don't own my own computer.    Thank you!    
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @taytaymac,    You may need to make some updates on your device. I would log out of everything, close your browsers, and download any updates.    Best, Mali... see post
URGENT: Need help to cancel Order 6725698657
Hello - accidentally ordered the wrong item: Pretty Vulgar The Wing Master Eyeliner Brush Item 1949890   when I meant to order the    ANASTASIA BEVERLY HILLS Brow Wiz SIZE:0.003 oz/ 0.085 g COLOR oft Brown   Can someone HELP ME exchange out the items please?!   If not possible, please cancel the order so I can apply the promo code & gift card I used to a new order.    Thanks!  
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BEAUTY PRO saridyn / BEAUTY PRO BEAUTY PRO / replied
Hi Janean,   Just an FYI, i haven't heard anything back from you since you sent this message 51 minutes ago. My understanding is that there's only a certain timeframe ... see post
I received an e-mail saying my order shipped but I didn't order anything
I just received an e-mail from Sephora USA Inc saying my order has shipped, but I did not order anything.    I came here because it says the item is "Hall of Famer - Complete Kit."   I haven't posted here in ages, so I'm not sure how I would have received anything from BT, but my address is in the e-mail, so if this is a hack, I would like to know, considering they apparently have my home address.
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HALL OF FAMER simplycaren / HALL OF FAMER HALL OF FAMER / replied
Thanks for the info! That scared me!! How exciting! see post
Order STATUS: Unsuccessful Authorization
Hi dear adviser   I placed my order on June 26th (2 days ago) and just checked the order and says "Status: Unsuccessful Authorization".   This is my first time using Sephora website to buy stuffs and I am pretty sure that My Boa debit card is Okay and I have not my Billing or Shipping address. After I checked my online bank, the statue of this order shows"processing". So what can I do now? Just wait this order be completed? Could you give me some help?
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dominiqueexx / NEWCOMER / replied
Forgot to mention my debit card is a MasterCard and I used flash subscription also. see post
Constantly Cancelling My Orders but Accepting Some?
I keep getting my orders cancelled, yet I have had other orders processed and shipped already with the exact same information. When I contact you you tell me that it's because my details are wrong which is impossible because it works everywhere else and you've already accepted it for 2 orders. I have also tried buying gift cards, you accepted it for 2 of them, I've then used them and then you decline my other gift cards, even though all of the details are the same again. And to make things worse you cancel my orders without even telling me about it.   Your answer is for me to call you but for most of your working hours I am working myself too so this is kind of hard to do and you have email and here to talk to about these so why can't I do that here. What's going on, it seems to be a common problem with a lot of people on here lately from what I've seen? Thank you again in advance.  
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lthrynn, I'm sorry for the confusion with your orders. I  will look into this for you and send you a message with more information. see post
ORDER MODIFIED ITEM CANCELLED "OUT OF STOCK" BUT ITS NOT
I placed an order for 3 fragrances as a present to a dear friend, normally I would buy a gift in store but one of the items were online only. I placed this order June 25 and I usually never have to wait long for an order to ship but this particular order was taking long to process. I called CS and they told me it should ship out soon. Not too long after I received an email saying an item was cancelled because it's out of stock and then another email saying my order has been shipped out. I checked the Sephora website and the item is still in stock and I checked my account and the money had not been refunded. I called CS and tried to see why this happened and I was given a stupid excuse about items going out of stock at my distribution center but it's back on stock now. I can't afford to place another order while waiting for a refund. I also made suggestions that were shut down, I went through a  customer service nightmare with the associates being rude to me. Two of them hung up on me and another told me she didn't have to talk to me because I told her this was a mistake on Sephora a end and she cut me off with "is there anything else I can do for you?" I love Sephora and I shop here for all my beauty needs but my experience today has me wanting to go to another retailer. SO DISSAPPOINTED!!
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @edemeyam,   I'm so sorry to hear about your recent experience with us! The item that you ordered might have gone out of stock at the distribution center that was... see post
Samples
I didn't get the samples I selected -  (I got some but not what I selected) and am disappointed!  Is this normal?  I ordered online because of the lure of samples!
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MeganBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MelissaLissa,    I understand this can be frustrating and I apologize for any inconvenience. Sample substitutions may occur and this is called out on our website.... see post
Sephora "Survey"
Hi, I answered a Sephora "Survey" and am supposed to get 100 points added to my account. It has not been added yet and wondering what I should do?? T.Q.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You should be able to click reply in the lower right hand side of the message :) see post
Sender requested items be returned while in transit
I placed four orders and when i checked for the status of shipping they were in transit. But today it says "senders requested a modified intercep for packages. The packages will be returned to sender"? I called sephora and was hung up on twice and the 3rd time they left me on hold. Horrible customer service.. Has this happened to anyone before... I dont know what to do Help!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Geo213, I'm so sorry for the confusion! I will look into this and send you a message with more information. see post
PLAY! By SEPHORA Box Versions: Your Questions Answered
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KarenMartin,   Regretfully, we are unable to swap out or substitute the items in PLAY! boxes. I'm sorry about that!   Always, Danee see post
29 different orders with different items canceled in June so far! :(
Yes, it's true.  Formula X is a discontinued brand with Sephora, so their items are on sale and are out of stock as quickly as they come into stock.  I literally hover over the website and refresh for hours to purchase the colors I do not yet own.  My orders are being canceled 20+ x's bc they were out of stock by the time they got to my order to ship out meaning inventory was incorrect.  Now my orders are being canceld due to another reason: business address.  I swear someone is like stealing my nail polishes that I want or something.     Formula X items have stated 'in stock' and I add them to my cart.  Only to find out that many of the items were 'out of stock' that quickly, so they were removed leaving 1-2 items left in my cart.  Thus creating the fact that most of my orders are for 1-2 items, which sucks.  Yet, Sephora sees that as 'sketchy', which it does seem that way but it's not.  It's because of how the 'inventory' is being handled.  I agree that someone has failed in a big way, since the warehouse upgrade issues are now becoming unacceptable.  This issue needs to be fixed.  Not only that but now Sephora has my address under 'Business address' and will no longer ship to my address.  I called the Sephora Rouge Hotline and they put a note on my account, but the gentleman said that would do nothing.  So here I am.  I NEED HELP!  My father owns his own business and it's in the garage 50 ft from the house, so this is a business and residential address.  I have purchased from Sephora for years, yet now I can't?!   I am having the SAME problem that @lookupandsmile has been having with her formula X purchases.  We both seem to be HUGE Formula X collectors and I made more orders this morning, and who knows if I will receive those amazing colors or not!  I am so upset bc I spend so many hours trying to get the colors I want only to have someone remove my items and now remove my address.  HELP!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You're welcome, Fernleaf! I'm glad I was able to help! :)  see post
I'm trying to check out with my 15% discount, but it keeps saying TBD. WHATS GOING ON?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi grendel24 and nicole202,   I'm so sorry about that! I may suggest attempting to place your order on a desktop or mobile device, rather than an iPad, to see if thi... see post
Create BI Account Failed
Hello, I am trying to sign up for BI insider but each time I try it says "Create BI account failed", both online and on the app. Please help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LydiaBydia!   I'll look into this then send you a PM!   Always, Danee see post
How can I cancel my order?
Hi,   I want to cancel my order, please help!!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @CyndiYu,    We are not able to cancel or modify orders once placed and processing. I'll send you a private message with additional information.   Best, Mal... see post
How do I link my Sephora online account to my VIB card?
I have both but they're not linked and I do A LOT of online shopping. Help!!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SlyBose,   I'll be happy to help! I'll send you a PM now :)   Always, Danee see post
Two sephora accounts how to combine to one
I have two sephora accounts with different amount of points. (one being a beauty insider and one a VIB) Can I combine it into one VIB account? I didn't know I had two accounts until I did forgot username.   email me at MelindaLe313@yahoo.com 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mmuldoon123,   I can assist you with this! I'm sending you a PM now!   Always, Danee see post
Never Get Your Samples?
Just a rant here.  Got a pkg. yesterday and as usual, didn't get the samples I chose.  Looked back over my " purchases" page, and page 1 listed my orders from early November till now.  Counted up the samples I'd ordered and there were 30.  But the samples that I actually received?  Only 15 of my choices actually made it to me.  Not that they shorted me-they sent me samples, just not the ones I'd chosen.  And really dumb substitutions-I ordered a skincare sample, they sent me a men's cologne sample.   Now, I get it, they run out, so they just throw stuff in.  But a 50% batting average? Sorry, but that sucks!  I've ordered things just to get samples, but didn't get them. I've ordered things and didn't order samples, did they try to step up and throw me a few things?  No.  Does Sephora do anything to make me feel like buying from them is the right choice?  No.  I've been Rouge for a number of years now, but Sephora, why should I be?  I'm not asking for anything extra, just the stuff I ordered.  If I can't get that, why should I patronize your stores? (And I'm not even gonna touch the promo code/lack thereof situation!)   Does anybody have an answer?
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BlondeGemini22 / NEWCOMER / replied
I have had the same experience. It is so frustrating and disappointing.  see post
What products are in the Amika 500 point perk set?
What products are in the Amika 500 point perk set? I'd also like to know what is included in the Tarte set as well please. 
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ladolcelindsey,    To see the specific items in a reward, select "Quick View" by hovering over the reward, then click "View Details". This will bring you to a new... see post
New Points card please
Could I please get a new rouge points card shipped to me, I have to always give my number to the cashier... It's been 3 years and I would really love to get a new card
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sylver9,    We recommend visiting your local Sephora store for a new card.    A great alternative is using the electronic version from the Sephora App :)   ... see post
Sample Denied at Store
I find it very uncomfortable to ask for samples, they always try to get their way out of it. Still I have nothing against the Sales Rep because i work in Retail and I know that sometimes our Managers gives us orders like those. This time I really wanted to try the new Benefit Porefessional Makeup and the Velvetizer from UB. The Benefit Makeup Sample was denied because it has to be applied with the sponge it comes with; which I totally get it, that's how it was intended to be used and probably the way to get the best results BUT. I wanted to try it in my house with natural lightning and apply it with a sponge of my own to get an idea of the product and see if its a good shade match for me since the store lights can be deceiving. The Velvetizer was also denied because it was a powder which I find absurd.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @elsitahanson,   I'm so sorry to hear about your recent experience with us. I'll send you a private message to assist you further.  see post
Combining Beauty Insider Cards??
Hi, I have two beauty insider cards and would like to know how I can combine them if it's possible. I have points on both, one is a physical card and the other is an my digital card.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kshea3, I see you have been assisted with this by email. see post
ORDER CANCELLED AND LOST DISCOUNT
Hi, I placed an order online yesterday with my $15 off of $50 discount. I got a voicemail this morning saying my order was canceled because some of the items were out of stock, but that I should be able to place another order with the same discount. I called in and then told me they can't give me the same discount but they can give me $5 store credit. I'm sorry, but that's ridiculous. I don't spend thousands of dollars at Sephora and maintain Rouge membership just so I can lose the very few discounts I get because of something that went wrong on YOUR side. Can you fix this for me? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wasabii,   I'm sorry to hear about this! I'll send you a private message to assist you further.   Always, Danee see post
Q. Order cancelled without notification.
In my latest order, one of the items were cancelled because it was out of the stock. However, when I placed the order it was still in stock. My question is will the item be shipped to me when it's restocked? And how would my shipment fee be charged because in my last order it was supposed be free because it was over $50. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mynameisanna,   I'll take a look at your order then send you a PM!   Always, Danee see post
help
Is there a way I can transfer points from this account to my other one because I only need 1 account. If not how do I delete this account?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EsteeLM,   I can help you with this :) I'm sending you a PM now.   Always, Danee see post
VIB points not showing online???
Hi, when I purchase things in store my points don't show up online. In December I received my VIB card and have definitely purchased more than $350 worth since then and my points haven't shown up online even though I've been using the same account. Though, when i do purchase makeup in store the cashiers tell me the updated points. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emgav1,   I'm sorry about that! I'll look into this then send you a PM!   Always, Danee see post
Hi%2C can I book a reservation or walk-in for a skin-type test%3F I wanted to find out what skin type I have before I make a purchase.
How can I make a reservation for a skin-type test? Is it free? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yijiao,   Any of our Cast Members can match your foundation shade for you during your next visit :) No appointment is necessary!   Always, Danee see post
Nine different orders w different items canceled in June so far! 😧
Yes, it's true. When I order, items are instock.  By the time my order is processed, out of stock. I can understand warehouse upgrade issues, but this is totally unacceptable. Someone has failed in a big way. Not sure if it's the site's software or inventory control, but PLEASE fix these issues.
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HALL OF FAMER Fernleaf / HALL OF FAMER HALL OF FAMER / replied
I'M IN THE SAME BOAT!!  I have 29 cancelled orders with about 10 more orders from this morning about to become cancelled as well!! see post
package says delivered, but it's not here....
My order says it was delivered hours ago and left at my porch but its not there. I checked with my neighbors and it wasn't with them either. I have been checking all afternoon to see if it will show up and still nothing. Im concerned that its not gonna show up at all and i won't get my order that I've been waiting on. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi irenem2017,   I'm sorry to hear you haven't received your package! I'm sending you a PM to assist you further.   Always, Danee see post