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Customer Service
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Karneet
How do i link my Sephora card to my online account ?
Hi, can someone help me link my Sephora card to my online account?
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viwashere
VIB 20% OFF
Hi, for whatever reason I have not received an email or an invite on the Sephora website for the VIB 20% off sale. I have been receiving other emails from Sephora but just not for this promotion. Is there any way that can be fixed? Thanks.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Viwashhere,    Please be patient as the emails have not yet gone out. Thanks!  see post
islanhenry
Online account and card
Hi I just opened my online account and could u pls link it to my membership card?   thanks
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zhang1105
Linking my VIB card with my account
Hello,   I have just opened this online account, but I found there is no way that I can link my card with the account by myself online. I'm wondering if there is someone who can help me with that.   Thanks.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lovehut, I can link your accounts for you! I'll send you a message to get your info. :) -Laura   see post
lubbi777
Email and vib are not connected
I am a vib member but somehow I never received promotion emails
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lubbi777, I can help you! I'll send you a message for more info. :) -Laura see post
Akihara
LINKING MY ACCOUNTS
Hi I just opened my online account and could u pls link it to my membership card?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Akihara, I can link your accounts for you.  I'll send you a message to get your info. :) -Laura   see post
angelicachee
Unsuccessful authorization
hello both of my orders show unsuccessful authorisation however the payments has been deducted from my debit card... can someone help me please?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi angelicachee, I wasn't able to locate a cancelled order on your account. I'll send you a message to get more info. :) -Laura   see post
rcl88
Merging accounts
Hi I also need help merging my VIB that I use in stores with my online account.    Thank you
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rcl88, I can do that for you. I'll send you a message to get your info! :) -Laura   see post
kristengvan
upcoming VIB sale
I'm pretty stoked about the upcoming VIB/ROUGE sale and have been waiting patiently for news. Several times I read the advice 'Make sure you are signed up for notifications!' and thought 'I'm sure I already am...'  To my horror I just checked and I had unsubscribed at some point.  Is there a chance I won't get my card in the mail?  Can VIB members get the discount without the card?
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gaby
A praise and a rant, all in one.
I drive an extra 10 miles to go to a further Sephora than the one closest to me for 2 reasons: 1. Brandy S at Stonecreek Crossing San Marcos SiJCP is the best. Every time I've been in the store she has been friendly, attentive, helpful, just an excellent representative. And when they don't have an item you are looking for, like the essentials kit that was sold out everywhere, she will try to get it for you by actually following up on her waiting lists. Having been to many different Sephoras in numerous cities, she has been the best. 2. On the flip side, it's kind of a pain to have to drive an extra 20min out of my way for decent customer service when the Creekside Way SiJCP is 10 min from my house. But every single experience I've had there has been so frustrating. There is no customer service whatsoever. The girls cannot be bothered to help you with anything. Their knowledge of the products is worse than the average customers, and their lack of professionalism is dumbfounding (ex. waiting at the register while the girl ringing me up finished up a very personal phone call, talking trash about another customer, eye rolling, exasperated sighs when interrupting their chit chatting to ask a question). It's not just the bad attitude, they don't know what they are doing. Went in with a receipt for a return but they didn't know how to process it, after twenty minutes waiting at the register for them to figure it out, so frustrated I didn't realize till I got home they had still screwed it up and short changed me $2. Seriously, to put it bluntly, they suck.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gaby! Sorry, it's actually not letting me send you a message for some reason! I'm going to send you an email to the email we have listed for your account. Thank you f... see post
Yen89
return by mail - purchase on sephora.com on AUgust 28
I have a question about the the return by mail. I placed an order online on August 28 which is an item for travel ( travel perfume and they are still new, I have not used it )However, I canceled the trip recently. So, I do not want them anymore since I already have the full size. Until now, it pasted the 60days, but i do not mind store credit since I am shopping frequently anyway. I intend to return by mail because I am busy with classes and other stuffs and lazy to come instore . Will it be safe that I return by mail tomorrow or the day after? Will The return department determine a return time by postmark or the time they receive it by tracking number or when I receive an email state that they are processing my return.   I am afraid of that the return will be over 90 days if the Return Department do not consider the postmark. If that is the case, what will happen though? My neighborhood has a Sephora inside JCPenny, I wonder does JC accept return from sephora.com? I came there once and they said they do not accept return from sephora.com. They said that I need to go to Sephora store.   Hope to hear from you.   Thank you,
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yen89! If you did decide to return it in store, your SiJCP will accept it. :) They will just need your order summary.  If you are wanting to return it back to us at S... see post
txxj
vib status/points
Hi! So I recently became vib but for some reason when I log onto my account it's not showing my status nor is it showing the amounts of point I have. What should I do about it? : )
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi txxj, it sounds like you have two accounts. I can help you with that! I'm sending you a private message with more info.    Cheers!  Kevin  see post
Carlyyyyyy
points
I have been using my beauty insider card a lot since I signed up in store. I just made an account online and it says I have no points or activity. How do I see online the points that I've been getting?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Carly! I can help merge your accounts together. I'm sending you a private message with more info.    Cheers!  Kevin  see post
dichao
why ban me?
Hello, my account has been banned and no one is willing to tell me why. I never bought too much stuff like 10 fresh mask , nor too little stuff like $1 dollor per order. Shopped online for over 5 years and returned only one item because of irritation . Then I was banned. I'm not asking to reactive my account, I just need to know why. My account is missmeili@hotmail.com.Thanks.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Dichao! I don't see on your account where you've been banned. I'm sending you a private message to see where you are seeing that.   Cheers!  Kevin  see post
gaby
Repeatedly called VIB customer service, w/ NO resolution.
Did not receive my $20 GC. Called and asked to speak w/ a supervisor because even though I'm a VIB I never receive any of the promotions.  Was told by customer service rep Amanda M. (she told me she has the longest last name there so would only give me an initial) that there were no supervisors I could talk too, but she'd be happy to help.    I explained that every time there is a VIB event I never receive an email or mailer, and that I had to call each time to get some sort of resolution.  Why should I have to work ten times harder than other VIBs in order to get the same perks???   For last months 20% event I had to call customer service twice, with no resolution as they could not figure out why I was showing as a VIB, but my email and member number was not reflecting that status.  They told me it would be resolved, it wasn't, ended up having to go to the store w/ a friend who was a VIB merely to be told that since she was using her VIB promo, I couldn't get a tote, or free gift boxes since she had already claimed hers and it was a one tote policy.   And this time around, Amanda reaffirmed that my account showed VIB status but my email and member number still did not reflect that.  She stated she can't give me a code for the $20 gift card, but that I could order with her on the phone now, or CALL AGAIN when I was ready to place an order.  SO NO RESOLUTION TO MY PROBLEM, I JUST HAVE TO CONTINUALLY CALL BACK every time?  how fair it is that I have to keep wasting my time to enjoy perks that I EARNED Just the same as everybody else?    
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gaby
SPECIAL GUEST gaby / SPECIAL GUEST SPECIAL GUEST / replied
I think keelybt worked her magic, this year around got my mailings.  Sorry for the year late reply, but I had to wait to see if my account actually got fixed.  Thanks ag... see post
cnani
Q. beauty adv appt for 12yr old daughter
My daughter starting to like make-up and I'm not the type of wearing make up and can't teach her much. I just don't want her to put too much or wrong make up for her face also it could be a nice gift for her birthday. Is it ok to make an appointment with a beauty advisor at Sephora, she is 12.  Is is too young, too soon to make an appointment with a beauty advisor for her at sephora? What about the classes? Thanks
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi cnani,   I think setting up a consultation is a great idea!  When she starts wearing makeup is completely up to you, as her parent.  My daughter is 12 also & she ... see post
jessssssie
Q. VIB 20% Coupon
I have 20% Coupon VIB, Can they combine with my VIB Welcome 10% Coupon?????
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi there,   Unfortunately you cannot combine coupons. I would suggest using the 20% coupon first!   Cheers, Kevin see post
kssweetheart
20% off VIB's
Hi,  I was hoping to talk to one of the bt/mods. When I spoke to somebody on the VIB phone number to see if this 20$ discount could be used once or numerous times, they said it can be used again and again. But when I was on the site somewhere it said this can only be used once, Can you tell me which is true? It will definitely affect what I buy. I wanted to order one think right away because I'm afraid it might sell out. Then I wanted to looke around to see what else I wanted. Do you know which answer is correct? Thanks very much, I appreciate it.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there,   Unfortunately you cannot combine coupons. I would suggest using the 20% coupon first since that one will probably expire before the 10% off coupon!   ... see post
Emily590
VIB Points
Recently made a purchase in store and they were unable to look up my inside card due to the system being down. She said I could go online and put my points in manually, I do not see where I can do this though.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emily590,   I'd be happy to add your points for you.  I'll send you a message to help.  Thanks!   xo, Mia see post
RedLipMaven
Recent purchase not reflected in points or history.
Hi! I made a purchase in store but my points have not been added and it isn't showing in my purchase history. I requested an email receipt.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RedLipMaven,   I am sorry that your recent purchase is not listed in your purchase history. I would be happy to add your Beauty Insider points to your account for... see post
chrystii
Returning item from a different state
I'd bought a WEN's cleansing conditioner in new york, but its not working for me. Am I able to return it at a store in san francisco? I have thrown away the receipt though.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi chrystii,   You should be able to return the cleansing conditioner at a Sephora store in San Francisco without your receipt if it has been less than 90 days since... see post
SephoraEditor
Alexis Bittar Liquid Gold #SephoraSweeps
  On October 29, one lucky one lucky Twitter follower will win the Alexis Bittar for SEPHORA COLLECTION Liquid Gold limited-edition collection.   To enter for a chance to win the prize package—which includes a makeup brush set and jewelry—make sure you follow @Sephora on Twitter. Between October 28, 12pm PDT, and October 29, 12pm PDT, tweet us your favorite golden accessory. Don’t forget to include #SephoraSweeps in your tweet! All valid entries received within 24 hours of the sweeps entry time are eligible to win. The winner will be selected at random from the eligible pool of entries. Watch your Twitter feed on October 28–29 to enter for a chance to win.   See official rules below>
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skidrose
IT GIRL skidrose / IT GIRL IT GIRL / replied
Wish there was a giveaway on instagram or Facebook.  Not a Twitter user, too many hacks into my account.   see post
carrieloulou
Cannot receive private messages
Mine have been turned on since the beginning.  I tried turning them off, logging out, logging back in and turning them on.  At that point I PM'd a mod.  But never got a response.  Still can't receive PMs.    I tried using another post to get assistance but it's been ignored.   Thank you!
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carrieloulou
BEAUTY MASTER carrieloulou / BEAUTY MASTER BEAUTY MASTER / replied
Any word on this?  Thank you!  see post
Likitha
Beauty Inside Points
Hi,, I purchased few items in store and earned points. Now I created online account to purchase few items. But hoe do I merge in-store points online ? Is it possible?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Likitha,   It is possible to link your accounts. I am going to send you a private message to assist you further with this!  see post
sarasaraa
I need help linking my store card to my online account please!
I've definitely spent over $500 on my store card but my with online account I've only made one purchase. Thanks!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sarasaraa,   I can help you link your Beauty Insider accounts for you. I am going to be send you a private message to help! :D see post
einai
90 day mail return policy - postmark?
Hi,   I have a question about the mail return policy, more specifically about the 90 day deadline - is it the postmark date or the actual day that the return was processed?  I heard that sometimes it takes up to 3 weeks for the return to get processed, so I would like to confirm which day is being counted.  Thank you!
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Yen89
BEAUTY WHIZ Yen89 / BEAUTY WHIZ BEAUTY WHIZ / replied
Hi Janinebt,   I also have a question about the the return by mail. I placed an order online on August 28 which is an item for travel ( travel perfume). However, I can... see post
ArmywifeJ
New Employee Appreciation Event?
Can someone please clarify for me- will there be a 20% off event this holiday season? I'm seeing a lot of chatter about ladies receiving the employee appreciation discount cards.... I'm worried bc the employees at my store are super rude and don't acknowledge me as a VIB Rouge. How do I get signed up?
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JackieWacky
JackieWacky / NEWCOMER / replied
Hi kevin, im signed up for emails and i never received a notification :( what is going on.. only reason i found out was bc i walked into sephora today and one of the gir... see post
jennifer915
I just created an online account and dont know how to link my vib card
wylcyxrs
wylcyxrs / NEWCOMER / replied
Hi, I just happen to have the same issue. Can you send me a message as well? see post
HPokey
Hi, can you help me to link my in store card to the online account?
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HPokey,   I'll send you a message now to obtain additional information to link your accounts together. see post
RandiSF
VIB points - can they be added after in store purchase is made
Two days ago I made an in store purchase and the cashier didn't ask for my VIB card. I handed her the sephora birthday gift note that I got in the mail so I assumed she got my VIB number off that. I'm looking at my account now and the purchase isn't showing up. Can I take my receipt back into the store and have them apply the points or am I totally out of luck? It was over $100 purchase so I am quite irritated that she didn't ask for my info.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RandiSF , They won't be able to add the points for you in store! However, I can add the points for you now and I'll send you a message. see post