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I need my beauty insider card connected to my online account please!
I was given a beauty insider card with my last purchase at sephora in the store, she took my name and birthday but did not take an email. I need to link my card to my account please!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tortor64,   I would be happy to link up your two accounts for you! I'm going to send you a private message now so I can get a little more information from you! Th... see post
missing samples
Hello, I recently placed two orders and got the packages today. However, I am missing three samples that I requested along with the order, but there were on the invoice. Would I still be able to get them?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nicoleyq,   I'm so sorry about that! I'm going to go ahead and send you a private message now so I can help you out with this! Please keep an eye out on your inbo... see post
I forgot to show my BI card, I still have the receipt, am i able to redeem my points?
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EllaN,   I'm sending you a message now to help out with this! see post
How to recover gift card with a balance
I used a gift card on a recent order and had a balance remaining on it. Unfortunately my gift was thrown out accidentally, is there any way the card info could be retrieved using my order info? Thanks!
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Points were not added to sephora VIB rouge account-help
Hello! I made a purchase today. The Sephora assistant at the registrar forgot to add the points to my VIB rouge insider card. Please let me know how to add those points to my account. I still have the receipt with me.
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SPECIAL GUEST karolyna / SPECIAL GUEST SPECIAL GUEST / replied
Great! Thank you! see post
Missing Samples!
I just got my package today but none of the samples were with it
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @kshankar,   I'm so sorry the samples were not included in your package! I'll be happy to look into this and I'll send you a private message shortly!   Always... see post
Missing points
I bought the BITE Beauty Watercolor Lip Gloss Library but the points were not added to my account. Can anyone help with this? Thanks in advance!!!  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Nauzi,   I'll be happy to assist you with this! I'm sending you a private message now.   Always, Danee see post
Item purchased months ago and used for first time not working properly
Hi,   I purchased a Living Proof set around the Christmas season last year and never got around to using the Instant Texture Mist until now (sooo many hair products to try out first!).   The "mist" basically comes out as a stream. I have tried running the nozzle under hot water to see if that might work but it did not. I actually really like the product (still workable if I try distributing it evenly with my fingers), but I think I would enjoy it much more if it the product was working as intended.   I was curious if there were any options for me? Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi akromahime,   You are welcome to call the store to learn whether or not they can facilitate an exchange or return, but returns are ultimately up to the discretion... see post
about Status: Unsuccessful Authorization
Hello, I have a question. Last Friday, I ordered an item in the morning and another one a couple of hours later. It's been 4 days, but they haven't been shipped yet. I checked my account and found "Status" for both orders say "Unsuccessful Authorization." What does it mean? Thank you.
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romi31236 / NEWCOMER / replied
Hello Nika,   Thank you for your reply. Would you tell me why my orders have been cancelled? Will they go through if I reorder them? I would like to know the reason... see post
Points Mishap for in-store purchase
I made a purchase this past weekend and just looked at my account and the points and purchase were not added despite stating on the receipt it was a beauty insider sale, how do I get these points?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KaylaAlexis,   I can make sure the points are added to your account. I am going to send you a private message to get a little more information from you.  see post
10% OFF VIB REQUALIFICATION OFFER
I receive the 10% off VIB coupon on April 25.  I ordered something online today on May 25 and I cannot use the coupon.  Am I too late for using the coupon?  Can someone help please?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi soosoo1027,   I can look into this for you. I am going to send you a private message to get a little more information from you so I can assist you further.  see post
Problem with Algenist packaging
I bought my Algenist Retinol Firming and Lifting Serum (30ml) on Apr 15 and didn't start using it until May 1 (since I still have the trial size samples left).  At first, the pump doesn't work very well and I brought it back to the store and Sephora's staff suggest to shake it very well before I use.  Everyday was a hassle to try get it pumping out.  I only use it once a day at night, and the sample (5ml) will last for at least 10 days.Therefore I expect the 30ml will last for 60 days.  But now on May 25, after using it for 25 days, I cannot pump it out at all even trying to shake it really hard. What can I do?  It is an expensive serum and I cannot open the bottle and get the serum out.  Can Sephora do anything about it? Hopefully, I can get some help.  Thanks.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi soosoo1027,   I'm sorry for all the trouble with the pump! If you can no longer get the pump to work I would recommend visiting the store and exchanging or return... see post
I can't link my beauty insider account with my online account
I can't figure out how to link my beauty insider account with my online account.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Charissa123,   You will not be able to link your accounts on your own, however I'm sending you a message now to help! see post
do i have to link my VIB card to my online account?
I just got my VIB card today, but will my points show up on my next purchase when i use my new VIB card? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Brenda124,   When you receive a new card in store (because you reached a new status or because you lost your old card and needed a new one - whatever reason) the ... see post
Forgot to scan card when purchasing in-store!
Hi!  I bought something today in-store and totally forgot to scan my card! is there a way for me to get the points still?  Thanks! 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meeeshel,   I can assist you with adding the points to your account! I'll send you a private message requesting more details so I can help with this. see post
Received wrong ordeate
I'm devastated! I was looking forward to receiving my  Sephora Favorites Bronze Bares All, but instead, I received someone else's order. I can't place another order for my stuff as it is now out of stock. Is there a chance someone could find one for me, please? I really wanted it and I'm really frustrated to have to handle this mix up.   Thanks.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @blackunicorn,   I'm so sorry you receive another client's order! I'll be happy to look into this for you and send you a private message shortly!   Always, ... see post
FRUSTRATED: I returned an online order in store and was given an IN STORE credit !"
I had returned an online sale before and was given a gift card. This time she told me I could only get store credit- I said "sure" because I thought it would be useable online. I would not have said yes, because I live 90 miles from the nearest Sephora.  I am so so so IRRITATED. I cannot make it down there soon and need to get my makeup items ASAP.
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BEAUTY BUFF Whittybanter / BEAUTY BUFF BEAUTY BUFF / replied
I did have my original packing slip from the online purchase for both items returned, hence the frustration. I purchased online and returned in store before with packing... see post
Can I phone my local Sephora and request a certain SA to recieve assistance from?
So I've been having trouble with my skin and there's an SA at one of the Sephora's near by that always uses good products whenever it's skincare prep for a makeover or product recommendations. Is there anyway I can call and ask if she's there that day so I can get her help with a new skincare routine. I know you can book makeovers with favourite SA's but she's skincare so I don't think I could book one with her. Sorry if the subject is awkwardly worded, the character limit messes it up a bit.
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BEAUTY PRO Shaelynn / BEAUTY PRO BEAUTY PRO / replied
Well apparently they aren't allowed to tell me if she's in or not, so I guess I'm on my own here. Will have to get help from someone else there or go elsewhere for skinc... see post
beauty insider card
I have had a beauty insider card for over two years now and just decided to make an online account. However I didn't realize that now my online account isn't synced up with my physical beauty insider card. How can I combine them? Without calling customer service please.
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AmarKRai / NEWCOMER / replied
I have also lost my card for the vib rouge and when  she searched me she wasn't able to find my vib rouge  account only the one that has 140 points  see post
my VIB Rouge card isn't linked to my online account
I'm unable to spend my points or buy rouge exclusive products because of this, an employee at the store told me I could do it myself online, but it just keeps asking me to resign up. can someone help me?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HiLuckiAri003,   I would be happy to help you out with that! I'm going to send you a private message now so I can further assist you in linking your accounts. Thanks... see post
Exchange a used lipstick for a different color
I recently bought a lipstick I loved in the store, but when I got home the color looked awful. Is there anyway I can exchange it for a different color even though I used it?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kat1067738,   Yes, you can bring your gently used lipstick back to the store and they should be able to process a return or exchange for you! Please keep in mind,... see post
Paid $450 for... an empty box
I have been a Sephora customer for years, placed online orders numerous times, and never had reasons to complain, so I did not hesitate one bit when it came to ordering a larger value item. Unfortunately, when I opened the box, instead of $450 worth of merchandise, I found nothing but paper tissue.  It strikes me as odd that the one time I had a problem with delivery happened to also be the one time I bought items for more than $200. (It may not have anything to do with the issue, but it was also the only time I had to call in for assistance in placing the order.) I was informed that the shipping company would investigate the situation - hoping to hear some comforting news soon!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Marrta,   I am so sorry to hear that! I'm going to send you a private message now so I can get a little more information from you so we can work to resolve this f... see post
Why did Sephora make me sign up twice with the same email address?
So I got emails from the very first account I made saying that I had private messages, so of course I wanted to read them so I decided to log on. When I know I entered in the correct information (I literally made that account yesterday), it said something like, "We recognize your email address, just fill out the information below." I already filled out all of that information yesterday!   What is going on?! I don't want to have to make a new account anymore with the same email.    First Beautytalk Profile: Elliegantly
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Elliegance,   I can look into this for you. I am going to send you a private message to assist you further.  see post
VIB Rouge: How much do I need to spend to qualify free shipping?
I was placing some orders of $5 from the sale section, but I noticed the order of $5 got cancelled. Why? Can a MOD help explain to me what is the minimum I need to purchase to qualify for free shipping? I am already a ROUGE member. I used to think there was not a minimum order, but after my $5 order got cancelled, I am confused!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi danielle0527,   I am going to look into this for you. I will send you a private message with more information soon. :)  see post
Item that can't be shipped to CanadaHi
Hi, it seems like there is an error with this listing. It won't ship to canada, even though it's on the canadian website. Can you help? Thanks!   http://www.sephora.com/experience-bareskin-r-3-pie ce-introductory-collection-P396801?skuId=1688159&c ...      
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BEAUTY MASTER blackunicorn / BEAUTY MASTER BEAUTY MASTER / replied
Hi Randee, any news regarding this? I would like to place my order as soon as possible. Thanks! see post
Missing point perk
I ordered the Caudalie 100 point perk but its not in the box I just received.. Help?    
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LindaBS,   I am sorry that your Caudalie 100 Point Perk was missing from your order. I have replaced the 100 Beauty Insider points that were deducted from your ac... see post
Is there a different return policy for Rouge versus VIB/BI?
I'm just curious here, but is one of the perks of being Rouge that you get to return an online order without losing your points? I recently purchased online with my friend who is Rouge, using her account, but my credit card. I needed to return one of the items, and went in without her, but with the receipt & packing slip. No one asked for the card. My friend even mentioned that no one ever asks for her Rouge card when she returns her items from online purchases. And she didn't lose any points from my return. However, whenever I have returned things, I've always been asked for my card, and I've always lost the points for the items I've returned. So is this a perk of being a Rouge?   Also, side note/rant: Today I returned a travel item I had bought to qualify for free shipping on an online order recently. The SA gave me such a hard time about it. She wanted me to do an exchange instead of a return. I'm sorry, but why is your free shipping at $75? People are going to throw in items in the $5-10 range to get that free shipping. And then they will return them. If you had a more reasonable amount (like $50-$60) to qualify for free shipping you would see less of these types of returns. And it's not coming out of your personal pay cheque, so why are you being difficult in processing a standard return? *rant over*   Anyway, just curious if Rouge members on here have similar experiences to my friend, where they don't get asked for their card, and they don't lose points, for online returns. And if this is a known and stated perk, or something that SAs just do for them.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nabila89,   I am sorry that the Cast Member gave you a hard time when you were returning the item from your recent online order. Please let me know if you would l... see post
i am 41m points from checking out. i want to check out now please!!~!
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lelainedorr,   I am sorry to hear about the difficulties you are having placing your order on our website. I am going to send you a private message to assist you ... see post
I would like to link my VIB card to this account.
I would like to link my VIB card to this account. How can I do that? 
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jworthy2014 / FRESH FACE / replied
Thank you! see post