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Damaged perfume roller
Please help me with this.. I received my package this evening, only to find that the perfume roller I ordered arrived completely damaged! The glass was broken and perfume was spilled all over the other contents in the package. There was certainly enough bubble wrap in the box so I'm unsure as to how it happened. I also believe that the damage occurred days before it arrived because the box and the other items in it are already completely dry. Will it be possible to return this item at a local sephora store and exhange it for a new one? Many thanks.
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Ruined Palette
A recent order arrived with the Kat Von D Sinner palette destroyed as shown in the photo. Unfortunately the black shadow covered everything in the box including the Kat Von D Saint palette and the three cologne samples. The only thing that escaped the mess was the sample of YSL Tint-In-Oil because it was in a plastic bag. I actually made the mistake of opening the box while it was sitting on my bed so I even have a big blotch of black eyeshadow on my bedspread but that's my fault for ope ning it on my bed. The order number is 3819170099-01. Packing this up to return will be a real mess so I wanted to know what you want me to do. Thanks!
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Epic Rewards Email-No Response Received
Sent my email 8/14 and a follow-up email 8/24 as that was the 10 days. NO RESPONSE to either email. As they said they would reply to all people by 8/31/15 whats the deal. I am still unhappy with Sephora for all of this. The fact that I have to post in a public forum to get a response is crazy. Especially since every time I post I just get snarky comments from other users and no help from Sephora.
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My order is unable to be processed but I was charged for it 4 times.
  I've been trying to make a purchase online but it keeps saying " We're sorry but we are unable to process your order with the information provided. Please verify your billing information and try again." yet I have been charged for it 3 times on my bank account. How can I complete my purchase and remove those transactions?
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Flash shipping...a total waste of money
I'm so disappointed with flash shipping.  I paid 10 bucks under the guise that flash shipping meant actual 2 day shipping.  I ordered something on Friday and it won't be delivered until Thursday.  Why did I shell out money for this supposed perk, if it's taking even longer than free ship?  I love Sephora but this is seriously a dud.  Taking out the weekend that's still four days!  Ridiculous.  Sephora needs to sort out their shipping if they're going to charge for this supposed perk.
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The Best of Benefit #SephoraSweeps
Let’s be real, there are some serious benefits to following us on Instagram. Case in point: The Best of Benefit #SephoraSweeps, where one lucky winner will take home a prize package filled with goodies from the brand. The bundle, worth over $500, includes Sephora-exclusive kits and so much more!   To enter for a chance to win, post an ORIGINAL image featuring your best makeup must-haves on Instagram between noon PDT on September 1 and noon PDT on September 2. Be sure to follow @Sephora on Instagram, and include #SephoraSweeps in the caption of your image. All valid entries received within 24 hours of the start of our giveaway are eligible to win. The winner will be selected at random from the pool of eligible entries. Keep an eye on our Instagram feed during these dates for any updates. Rules>    
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Epic Rewards No Response
I wrote to epicrewards@sephora.com on August 20, and received an auto-response that night saying they were looking into every case and I should expect a response by September 1st.    It's now August 31st 3:20 pm ET, and still no response. I have to say I'm pretty disappointed, because I did say in my email I would've still purchased all my things at Sephora, but I moved up my purchases to coincide with the points event, and use them for the epic rewards.   Could someone please get back to me?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI calitali,   Please let us know if  you do not receive a response after the end of day tomorrow! Replies are still being sent and they will be continue to be sent ... see post
Epic rewards have not responded to my e-mail
I sent my e-mail on August 12, 2015 with my beauty insider number, and e-mail address included but I haven't gotten a reply. It said that they would reply within 10 business days. It is now August 31, 2015 and I have not received any response than the automated response.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BrushAndStrokes,   Replies are still going out and will continue to go out through tomorrow, September 1st! Regretfully our response time was extended, I know man... see post
ABH World Shadow Couture World Traveller Palette not available in Canada?
Over the weekend there was the glitch affecting the Canadian website, and it's fixed now but it appears the ABH Shadow Couture palette is "not carried" anymore? I know it was limited edition, but I checked on the American Sephora website and it's still available there, wondering if this is another glitch?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beautyaafg,   Please keep in mind that we have a separate Distribution Center for our Canadian website. Inventory on our U.S. website is entirely separate from th... see post
I didn't get an epic rewards store credit
I sent an email about the epic rewards way before the deadline, and I still haven't received a response or the store credit that everyone else is getting bummed....
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi knadala,   Emails are still going out! Tomorrow is the last day to receive a reply, if you don't receive a response by the end of the day tomorrow please let us k... see post
unsuccessful authorisation
i placed an order about a week ago. i got an email saying that my order was received and money was taken from my account. i have not received a shipping email nor has my order been cancelled, yet my order status says "unsuccessful authorisation". i would like to know what is going on. i have sent multiple emails to sephora  and have not had any reply
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emily,   I'll take a look at this for you and send you a private message regarding your order! see post
VIB Rouge Disappointing Visit /500 pt perk missing items
I recently visited my closet Sephora (45mins away) and was very disappointed. There were no 500 pt perk sets available at the register so I asked the associate to check in the back. She did & found a L'Occitane set that I took. However upon opening the set only 2 items were in the box and maybe a small handful of the shredded black filler. It was almost like a return that items were missing from.  Also on the trip I renewed my VIB Rouge status & was told there was no renewal gift.  As a VIB Rouge customer I find this totally unacceptable that you wouldn't reward your loyal customers with a renewal gift?  I walked out very disappointed. How is it we spend $$ into a company we love but I personally sure didn't feel very much love in return. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kelly,   I'm sorry to hear about the disappointing visit! I'll send you a private message to assist you further. see post
return by mail
Hi,   I've sent out the package and it was received within 30 days of purchased, but I didn't get any email or anything since then. Can anyone help me take a look? Is there anything I can do now?   Thanks!   Moira
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Moira,   I will send you a private message to help you out with this! see post
MUFE foundations discontinued???
I had just decided to use my $50 Epic Rewards credit on an MUFE foundation, but every single shade of every single liquid foundation they make is sold out! Does anyone know if MUFE is discontinuing them? Or if Sephora is just not stocking them anymore?   So sad, because I had finally found a great colour match in the HD foundation :'(
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi missestella,   If you were shopping on the Canadian site over the weekend we experienced a technical error that caused items to be marked as out of stock when the... see post
Can I return a 500 point perk online?
I got a 500 perk from a physical shop last week on vacation but have since returned home and realized the perk made me break out badly even though the sales associate said it won't! Can I return it online and get my points back? Please help!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi luciole,   studz is correct, you won't be able to redeem it through the mail if you got the perk at a store, but there shouldn't be any issues with returning it t... see post
Sephora Canada everything seems to be sold out all of a sudden, anyone else?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi everyone, I'm assuming many of you have noticed but the items that were erroneously marked as out of stock have been corrected and you should now be able to add these... see post
Q. Sephora Account
Yesterday at the Sephora store closest to me, I had an account made along with my purchase. Today, as I registered online, I'm finding that there are no points in my account even though I did make a purchase. What should I do?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi viviane0,   You might just need to link your accounts together. I'll send you a PM to help out with this! see post
Out of stock / points rewards
Why are so many items out of stock on the Canadian site? Not to mention the very minimal sample choices! I know the Sephora team is working hard but it's super frustrating when we Canadians have to play the guessing game on if items we saw 1 day will be in stock the next day!        On a side note,   how often does Sephora have the 2X, 3X, 4X rewards promotions? I always end up missing it!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there, this issue on the Canadian site has been fixed! There was a glitch over the weekend that made it appear that the vast majority of items were out of stock, but ... see post
VIB to VIB ROUGE Status Update
Hi there- i was hoping someone can help upgrade my account status.  According to the total amount of my purchases I have already reached VIB Rouge status. A couple of my purchases, a SA forgot to log in my account so I had to call the customer service number to add them but for some reason unless manually totaled it doesn't recognize it. According to my purchases I have already spent $1061 prior to taxes. Please help. Thanks!   nhel 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nhel,   I apologize for the delay in responding to your message! It looks like you have already been assisted with your upgrade over the phone. Please let us know... see post
Missing Item
Hello! While placing this order I put 2 of The Original MakeUp Eraser® In my cart. Yet when I received my order on Aug 26th I only received one of them. The rest of the items and samples arrived fine. I was going to return the extra makeup eraser to my local sephora anyway so is there a way to just get a refund on the missing makeup eraser?  I send in a request two days ago but haven't gotten a reply so I thought I would try the forum. The incident number on that request was 493383215   Thanks, Sarah
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sarah,   I'll send you a private message to help you out with this :) see post
Promo Flyer
I received a spear promo and it had lots of things I was interested and my husband threw it away. Is there someplace that I can look at it on line? thanks becky
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi becky7090,   If you're shopping within the US I'd suggest checking out the following page, this will list most of our promotions:   http://www.sephora.com/bea... see post
One of my samples is missing from the promo code.What do I do now? Is it possible to get them?
I used the promo code to get the free sample which one the Dr.Brandit exfoliater. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi heymaggie,   I will send you a private message to help out with this! see post
Q. UK shipping?
The only place I can buy the foundation I need is here, this is due to the product being Sephora's own airbrush foundation. Is there any way this could be shipped to my location? As it is apparently unable to be sent here to England.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lucybowling,   Smallbeary is correct - there are certain items that cannot be shipped internationally (including aerosols), unfortunately! I apologize for the inc... see post
Account Deletion
Hello! I happen to have 3 accounts by complete accident, and I was wondering if I could delete the 2 accounts that I do not use. Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kaelarose,   I can help you out with this! I will send you a private message. see post
Order Missing 1 Item
Hello!   i received an order today, but am missing one of the items listed on the packing slip. What's the best way to handle?   Thanks! 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ljparker,   I'm sorry to hear that one of the items was missing from your recent order! I will send you a private message to help you out with this. Please check ... see post
Epic Scam Epic Rewards
Hello, I am a professional make up artist and VIB ROUGE member.  I was excited when I found out about the quadruple points and epic rewards, so much so that I spent about $3000.00 online stocking up on items for my professional kit.  I knew the date of the epic rewards opening up to the customers (VIB members and Beauty insiders) and called in advance asking for the specific time that they would start offering the rewards.  I literally stayed up for 24 hours, thinking that they might open it up at midnight.  I called and got their voicemail saying what their business hours would be, and that is when they would be available to talk to an actual person.  I called the minute they opened on two separate phones, to insure that I spoke to someone ASAP.  I got through, I again asked what time they would be offering the rewards.  I was told that it would be somewhere between business hours and that an email would be sent out.  That's fin, ok.  I am obviously signed up to receive sephora emails and my phone alerts me every time I get an email, the same way it would if I receive a text.  I literally had my phone in my hand ALL DAY.  Around 6 p.m. I called the VIB rouge phone number to see what was going on.  I got the message that all epic rewards were gone.  I spoke to a woman and she CONFIRMED, that they "FORGOT to send me an email."  I told her that was fraudulent and that I had received emails from Sephora that day about new fall lipsticks etc.. that it didn't make sense.  She again confirmed that she did not know why the email just simply was not sent to me.  So I was not even given an opportunity to participate.  This is completely false advertising.  I am curious if this has happened to anyone else?  I also expect this to be made up to me, of course the supervisor never called me back, like I was told.  I also coincidentally did NOT  get the email about receiving a $50.00 credit as an apology.  I have given Sephora so much business over the years.  I have worked internationally as a professional make up artist, I have worked with numerous celebrities, photo shoots, tv shows, runway etc.  I have literally done several clients make up and given them a face chart with every item used, written down and told them to go to Sephora, where they purchased EVERYTHING!!!.  I even have a beauty blog where I write about my favorite products and let people know that they are available for sale at Sephora.  I feel completely unappreciated as an excellent customer, and am absolutely livid!  I would like to hear about other peoples experience with the epic rewards program?  And who are these people that actually received one of these alleged rewards, as all I have heard is people writing about their experience of calling in or ordering online immediately only to be told they were all gone.  How many so called rewards did they actually have?  One of each?  It sounds extremely suspicious to me.  Thoughts? I can give you my website if you like.
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BEAUTY MAVEN DaLyS / BEAUTY MAVEN BEAUTY MAVEN / replied
You are not alone in the epic rewards scam. And it is proper use of the word SCAM. I too waited all night and day, checking the site every hour to see when I could redee... see post
Birthday Gift
Hi, I wasn't able to get to a Sephora during my birthday month in June. Can I still pick up my birthday gift even though it's almost september?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jasmine2400,   Sorry for the delay in responding to your post! I'll send you a private message to help you out with this. see post
Order cancelled
Hi, you have cancelled orders and said "we have cancelled your orders because we were unable to check your payment information" Can i know what is the problem and how to solve please?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sophie1979,   I'm sorry to hear that! I'll take a further look into this and sent you a private message with more information.   Always, Danee see post
Birthday Gift, never received
Hi, I went to Sephora recently and it was noted I got my birthday gift in my receipt, but I never actually got it in my bag at check out. Is there a way to fix this so I can pick it up?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaiine,   I'm sorry your Beauty Insider Birthday Gift was not put in your shopping bag! I recommend contacting the store you visited so one of our Cast Members ca... see post
Still no response to my Epic Rewards email
Hello,   I sent an email regarding the epic rewards on August 12 (15 days ago) and received back an automatic email saying I would receive a response within 10 days, which obviously has not happened. I sent a follow up email the other day, but I'm not sure what else I can do. I still want to love Sephora but this lack of customer service is making it very difficult. Others are saying they received $50 gift cards, which I think is awesome, but I'm not sure why I haven't even gotten a reply yet. Could someone please look into this? Thanks!   Best, Allison
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi allijoy,   I'm really sorry you have not yet received a response! We are still in the process of sending our responses out. You will receive an email no later tha... see post