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!!
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?
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.
I placed two orders on June 22nd and received a shipping confirmation for both today. Second order only had one Becca item and samples. I got an out of stock notification and see only the samples were shipped, no item. This is really strange as I tought all would be cancelled. The Becca item i ordered seems in stock too and i was able to add it into my cart again. I am really confused. Could you let me know if this item is in stock or not? I would like to reorder and use my $15 code.
Hi There, I made a purchase the other day and used the code "Elegant" for the TF lipstick. I received an email afterwards saying that that sample was out of stock and will not ship; however, it's showing as still active in my check out bag (considering making another purchase). I already emailed CS and they kindly gave me some BI points, however I'd much rather have the sample. Is there anything that can be done? Why is it showing back in stock, if so can't it be added to my previous order (which has not shipped)? Thank you
I placed an order with the free 2 year cosmo subscription, and the promotion didn't even show up in my order history. Will I receive this subscription? And shouldn't it show as applied on my most recent order? Will I receive this or did it not go through? Please advise. I didn't see this on my receipt for my order. Thank you!
ordered 26 June, just got notification delivery is expected 6 July! is going on? I live in the GTA and am Rouge, expect deliveries in 48-hrs and have even had next day delivery. 10-days? Something doesn't seem right.
I recently received an email that my subscription to PLAY! Needed an updated card. I updated my card, yet, it was still cancelled. So, I re-subscribed on June 22nd. On June 24th, I received another cancellation email. I triple checked all my information. Everything is correct. Is there a reason my subscription keeps getting cancelled. I saw where the box is listed on June 24th as an order, but it says authorization unsuccessful or something like that.
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.
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.
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 email@example.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 firstname.lastname@example.org. We’re here to help!
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.
I have an iphone 7 running ios 10.1.1. I have the sephora to go mobile app on my phone. Older versions of ios supported Passbook, my VIB card was added to passbook and it was easy to add coupons from emails (such as the 20% off sale one). Passbook has been replaced with Apple Wallet and my rewards card is no longer listed. The Sephora mobile app is on the list of apps that work with Apple Wallet and I should be able to add my rewards card as well as my sale coupon, but there is no option to. I have tried scanning the barcode from the coupon email, but it will not scan.
What's the deal with your new website? Many links are broken or take me to blank pages. The menus drop down for a micro second. I have to try several times before I can grab a link (that is then broken or a blank page). Even my Beauty Talk links are broken! However, Beauty Talk is the only thing that seems to work moderately well if I can get past the screen not scrolling or scrolling significantly past the next item. I hope this is just a test run or an anomaly that will be fixed shortly (like within the next few hours). I don't normally complain, but I don't like change and I don't like change that doesn't work.
I've been a VIB for a while and wanted to redeem a free-shipping code I received from when I upgraded to VIB but it says I'm still a beauty insider and currently have 0 points in my account which is false. I wanted to know how to link the accounts.
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?