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Customer Service
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makeupobesessed
so very frustrated with ups
I just need to vent, which I don't normally do on here...   My UPS driver requires a signature for every package due to one lost package over 3 yrs ago when I was on vacation.  He and I now have an understanding that packages are to be put on will-call so I can pick them up since I am almost never home when he gets there...thanks work.   So a few days ago, I place an order for the $50 fragrance sampler so I can redeem for Stella McC L.I.l.Y- the 1oz is only $50 that way instead of $60- and you get others samples + a VIB party sample bag- since I missed the event and didnt get one at all...   I call UPS and have the packages put on will call (I placed another order the next day) and now I find that the second package is on will call but the first package with the fragrance sampler got sent back to the warehouse in MD where I live.  Sephora says they can do nothing about it, and neither can UPS.     I'm just completely frustrated as now I cant get the sampler or the VIB bag...both say permenantly out of stock.  
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GinaCliffe
BEAUTY MAVEN GinaCliffe / BEAUTY MAVEN BEAUTY MAVEN / replied
I second the UPS My Choice idea. I did that and since I did I've had only delivery bliss. The regular membership is free but to upgrade to premium it'll cost you $40 a y... see post
SHCheng
Authorization failed
I placed my order it showed "Unsuccessful Authorization."    I've tried twice with replacing billing address at America and Taiwan but both failed. After checking with bank, they told me the authorization of purchase has passed and  credit-granting quota has been used.   Please help ~
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SHCheng ,   I'll send you a message now! see post
candybaby
My orders were cancelled due to violation?!?!?! WTH?!
I've just placed 3 orders and minutes later I got an email saying my orders were cancelled.  I called the sephora customer service number and was told I violated some terms? I was told because I've used the promo code too much? I order from you guys all the time to try out new things and each time I put in the promo code I've received in my emails.  If I used it to much then why are you keep sending me email with different promo code?  Also if it's a promo code I've used then it would tell me I couldn't use that particular code since I've already use it.  You guys send out numerous emails to promo your products and you use promo code to attract customer and there business.  So why couldn't I use it?  Why am I being treated like I did something wrong when I'm the consumer who are spending my hard earning money? This is very upsetting and highly insulting.  Maybe I will bring my business elsewhere! From what I've read in this forum sephora are losing more and more VIB rouge member due to this insulting act of customer service. I think it's time you guys do something about this to fix this on going problem your company have. 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi candybaby ,   I'll send you a message now with more information! see post
Lucky03
Smashbox Photo Op Eye Enhancing Palette - Blue Eyes
Hi,   I went into my local store this week to purchase the Smashbox Photo Op Eye Enhancing Palette - Blue Eyes which has been carried for a long time there.  I did not see it on the shelves so asked and they said it was pulled and in the back room to send back to corporate and they wouldn't sell me one.  I was told to check on Sephora's website to order instead.  Well, I checked online and it is no where to be found, but the brown eye version is in the sale section.  Can anyone tell me if the blue eye palette is still available to purchase?  Also, why are stores not selling products to customers they have in store and instead sending them to corporate?  I really hope those extra palettes will be posted online and that I'm able to get one.   Thanks for your help!
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Lucky03
BEAUTY PRO Lucky03 / BEAUTY PRO BEAUTY PRO / replied
Thank you for the reply.  What is happening to the product being sent back to the warehouse if it is not going to be offered for sale online? see post
Gina123123
"Create BI account failed"
I want to create a BI account and take advantage of several points I earned with a purchase, but it says "Create BI Account failed." How can I create an account?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gina, I'll send you a message to help. :) -Laura   see post
severus
I WOULD LIKE TO JOIN THE BEAUTY INSIDER,BUT IT ALWAYS SAY"CREATE BI ACCOUNT FAILED"
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi severus,   I can look into this for you. I'm going to send you a private message to get a little more information from you. :) see post
Chickibum
I didn't get the 100 point perk with my order
Hi guys,    I received an order today and my 100 point perk wasn't in there (actually I was missing samples too,  really wanted to try the new YSL foundation   )    Is there a way I can get my points back or get the perk? It was the Sephora Oil 100 point perk.  Thank you
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chickibum, I'll send you a message to help. :) -Laura see post
msmteacher
I am having great difficulty navigating the Sephora site,looking for my "Birthday gift."
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi msmteacher, We recently noticed that clients who do not have the year of their date of birth on their Beauty Insider profile are not receiving the birthday gift ema... see post
AlicAliV
I Forgot To Use My BI Card, Can I still Add My Points?
I forgot to use my BI card on my recent purchase. Can I still get my points added to my account?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sonialeu - Not sure if you were already assisted, but I'm going to send you a message to help just in case :)   xo, Mia see post
lachaton
Returning a product in-store that isn't carried?
Quick question - I purchased the Clarisonic brush handle online since it wasn't available in any stores near me. I haven't used it because I just realized I made a silly mistake... because it doesn't fit my Clarisonic!   I think I still have my packing slip, but if I don't - will the Order Detail/or an email work just as well? If not, will I still be fine to exchange it for another product even though it looks like my store doesn't stock the brush handle?    
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oops! Sorry about that! But glad I could help! :) Have a good night!  see post
TheSocialQuota
What is my Beauty insider account number?
I've only shopped online, so I don't know where to find my BI number. Where would I find this so that I don't need to merge two accounts when I do go into a Sephora in person?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SocialQuota, If you have never received a Beauty Insider card from a Sephora retail store, then you don't have a Beauty Insider number.  The number is located on yo... see post
ParisMarie2
Q. Beauty insider card not linked to online account/email?
I got a beauty insider card a few months ago now. I've used it a few times since. Today when I signed into my online account it appears that the card is not connected to my account or email. I know it is the same email I provided when I got the card in store. Wondering if there is anyway to link them together or fix this?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ParisMarie, I'll send you a message to help. :) -Laura   see post
goodlooks
Not all sephora stores know how to treat their customers, disgusted with staff's bad attitude!!!!
Been a loyal sephora's customer for years! Always been an online shopper but occasionally would go into a store to see what's new. However, today's experience was a disaster. Never had such horrible customer service in my life. It is my first time ever going to this location and will be my last as it does not compare to the level of service we've received at other locations. None of the staff here smiles or greet, and I witness them giving bad attitude to customers who asked for samples. So people are only left with the choice of buying without even knowing if the product is a right fit since they been discouraged to try samples as none were given. Now if they bring back the product that don't work out after testing it at home, they get treated like a criminals there. Seeing it happened to few nice consumers are already bad enough , but when the cashier rube off the negative vibe onto me.....that is just totally unacceptable!!! We work very hard for our money and we give our money to retail businesses who deserves it, so please don't be respectful to poor customers who are still willing to give you business.  Remember without the loyal customers, your company will be out of business! Treat your customers with care and dignity! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi goodlooks, I'm sorry to hear that! I am sending you a private message to help.    Cheers!  Kevin  see post
Y0landa
0 POINTS...
I have a beauty insider card, I have signed up long ago, and I already have some orders, but why there's always 0 POINTS in my beauty count?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yolanda, I'll send you a message to help. :) -Laura   see post
Cosme410
I would like to add a previous purchase to my acct
   
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cosme410,   I responded to your other post & have already sent you a message for more info, so that I can add your purchase for you :)  Please take a look w... see post
fatimamummy
WHY IS IT HAPPENING
Hi this item http://www.sephora.com/images/blank.gif was in sale section on canadian website yesterday but today when it is back in stock it says CAN"T BE SHIPPED TO CANADA ,,,Why I was stalking it since yesterday ,,,Can a Mod explain it  or get it corrected by IT team????
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
AND it is again on Canadian sale page and was in stock and in my basket a couple of hours ago , but same thing happen and it didn't let me checkout stating the item can'... see post
trishna87
Order went through for MUFE Artist Shadow in Creme Brulee, but says permanently OOS?
Hello, I just put in an online order for a custom three palette from MUFE Artist Shadows   even when i hit process order, Creme Brulee was still there (it did not say out of stock anywhere). But when I look in the recent orders page, it says permanently out of stock. What happens to my 3 color palette then? Did I manage to get one of the last ones in stock for Creme Brulee? I'd like to know whether that's the case or not, or whether I'll have to pick a different shade.
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trishna87
BEAUTY WHIZ trishna87 / BEAUTY WHIZ BEAUTY WHIZ / replied
thanks Mia. I'll keep an eye out for the order's tracking number :) I'll let you know if it's OOS. see post
sephoraadmin2
Beauty Insider Card in Passbook for iPhone
You can now add your Beauty Insider card to Passbook on iPhone! We're excited to try the new features - how about you?       Passbook FAQ Q: What is Passbook? What all can it do? A: Passbook for iPhone and iPod touch is a feature of Apple iOS 6. Passbook has a variety of passes including gift cards, loyalty program cards, coupons, airline boarding passes, and event tickets. See http://www.apple.com/ios/ios6/ for more info. Add your Sephora Beauty Insider card to Passbook to earn and redeem points in store, instantly view your Beauty Insider point balance and receive notifications about qualifying rewards. Add your Sephora gift cards to Passbook to easily store your gift card information on your mobile device. As you use your gift card, the balance will be updated to reflect your current balance.   Q: How can I add my Beauty Insider card to Passbook? A: Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    From the Sephora To Go App for iPhonehttp:// www.sephora.com/iPhone or m.sephora.com, tap the top Passbook banner on the home screen or tap the bottom Passbook banner in any Sephora email. 3.    Sign in or sign up to be a Beauty Insider. 4.    Follow the steps to add your Beauty Insider card to Passbook. Now you can easily access your Beauty Insider card and view your real-time Beauty Insider points in store, plus see upcoming perks and benefits on your iPhone.   Q: I don’t know if I am a Beauty Insider. How can I get an account? A: Go to www.sephora.com/beautyinsider and follow the steps to sign up.   Q: I have added my Beauty Insider card to Passbook, and I have made a purchase, but I don't see the points updating. How do I get my points to update? A: Click on the link or banner on the back of the Beauty Insider pass, then sign in.   Sign in to Sephora to Go App for iPhone or m.sephora.com to trigger your points balance to update.   Q: How can I add my Gift Card or eGift Card to Passbook? (eGift Certificates cannot be added to Passbook.) A: First, Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    Follow the instructions to upgrade to iOS 6 Once you have iOS 6, you can add any physical Sephora Gift Card or eGift Card with a 16-digit gift card number and 8-digit PIN to Passbook.  1.    Get Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com, and select “eGift Card” from the home screen.  2.    Select “Add Now.” 3.    Enter the Card Number and PIN from your gift card.  4.    Enter your valid email address.  5.    Select “Add to Passbook” when your gift card is validated. 6.    Select “Add” in the upper right corner to set up your eGift Card in Passbook when the Passbook preview of your gift card is displayed. 7.    Exit the Sephora to Go app and open Passbook to view your Sephora Gift Card in Passbook   Q: I have added my Gift Card to Passbook, and I have made a purchase, but I don't see the balance updating. How do I get my points to update? A: Flip the Gift Card pass and drag down on the card to refresh your gift card balance.   Q: Can I add a plastic Sephora gift card to Passbook? A: Yes, you can add physical Sephora gift cards and any eGift Card with a 16-digit gift card number and an 8-digit PIN to Passbook.    Q: Can multiple people save the same gift card to their Passbook? A: Yes, the same gift card can be saved to Passbook on different phones. Note: Your gift cards have cash value and should be safeguarded as such.   Q: I want to purchase a Sephora Gift Card that can be added to Passbook. How can I do that?  A: You can purchase an eGift Card that can be used in store, online and via mobile from the Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com. 1.    Tap the eGift link from the home page of the Sephora to Go App for iPhone or m.sephora.com. 2.    Select the gift card design, amount, write a message (optional), then provide your gift recipient’s email address to email the eGift Card. 3.    When the recipient receives their gift, there will be an option to Add the eGift to Passbook. 4.    Tap “Add to Passbook” to easily view your current gift card balance and use in store, online and via mobile. Note: Sephora Gift Cards, eGift Cards and eGift Certificates have no expiration date, cannot be redeemed or exchanged for cash and are only available for merchandise purchases within the United States or Canada (in store only).   Learn more> http://theglossy.sephora.com/articles/44    
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dopelganger200, I'm going to forward your feedback to our mobile team for research since it is still not working for you.  see post
NegraRocha
NEED HELP LINKING MY BEAUTY INSIDER CARD TO MY NEW ONLINE ACCOUNT
Can someone help me figure out how to take my beauty insider card and link it to my online accout. When I registered online it signed me up for a new one and I want to use my old card number so i can see and use my points.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NegraRocha,   I can help you with that :)  I'll send you message for all of your info.   xo, Mia see post
victorianyc95
Online and In-Store Account
I've had both an in-store and online account for a while, but whenever I buy anything in-store none of my points show up on the site? I'm pretty sure I've added my insider card to the online account, and I've also just gotten a VIB card, will I need to sync that one with the online account as well or will it be automatic? Than you for your time.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Francestati,   I'll message you now! see post
GinaCliffe
Compliments
Cheers to the Sephora Team at The Mall of Georgia in Buford, GA. I absolutely LOVE cruising the isles there!! This Sephora team is so helpful and always have suggestions for products I might like AND are not at all shy about handing out samples so I get to try all the products I'm interested in. LOVE, LOVE, LOVE this place. Great team!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Thanks for the feedback, GinaCliffe! :) We always love hearing about our clients having fun in-store.  I will send this over to our retail division so the team is recogn... see post
ActuallyAshleyK
Can I return UD Primer Potion?
I bought an urban decay primer potion for the first time (Ive never used a high end eyeshadow primer) and I've always heard amazing things about it. Well unfortunately it didn't work for me. I did my makeup at like 1 PM and around 6 PM when I looked in the mirror and all of my eyeshadow was gone. I'm severely disappointed, I have a 7 dollar primer from NYX that works better than this. I'm going to try it again but  if it fails me again is there any way to return it even though its used?    P.s: I used a too faced palette so its not like I was using low quality eyeshadow. 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AshleyK, We are happy to accept returns of any gently-used products for a refund in a Sephora retail store if you still have your receipt. You can return products w... see post
aggybum89
Credit card got charged despite unsuccessful authorization
Hi I ordered the Tria Acne Clearing Blue Light today, which was paid for by my mother in Korea with a VISA card.   She called the card company and asked if the payment had gone through, and they said that it did, but on my Sephora orders section, it states "unsuccessful authorization"?   Please help!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aggybum! I am sending you a private message to help.    Cheers!  Kevin  see post
theaccounting
Sephora no longer available for Ebates Canada?
I just logged on to ebates, and I no longer seem to be able to find Sephora? Is this actually happening? 
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Buffybot
Buffybot / RISING STAR / replied
Please, when will this be fixed!!! I need to shop :( see post
MLennon
Combining cards...
Okay I have searched and searched and searched for an answer but I can't find one!! How on earth do you combine two beauty insider cards? I found an old one from a few years back (no idea how many points I have on it) and I'd like to add it to this account.   Thanks for any help!  
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MLennon,   I can combine your accounts for you :)  I'll send you a message to help.   xo, Mia see post
Rainweaver
Amazing Cast at the SiJCP High Pointe Commons in Harrisburg, PA!
I really want to give a huge thanks and hug to the amazing ladies at the Sephora in JC Penny at High Pointe Commons in Harrisburg, PA. They have been nothing short of exceptional. I've driven both Sarah and Maya up the proverbial walls, I'm sure, and they are both fabulous and knowledgeable. I had a full makeover done during the MUFE event on Saturday and walked out of the store with a new full face regimine for MUFE and having spent an obscene amount of money. We oops and grabbedhe wrong color of something, and they are going to exhange it for me tonight, no hassle! I really couldn't be happier. May just need a second income
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rainweaver! Thanks for the great feedback. :) Always happy to hear it.  I will go ahead and forward this over to our retail division so they are recognized. Thanks ag... see post
sofiaaaa
In order to re qualify for VIB rouge, do I need to get 1000 new points, or spend $100 dollars?
I am currently a VIB Rouge and I got over 800 points today buying a ghd straightener with a x4 point purchase. I thought this would push me over what I needed to maintain my status for next year but it still says I need to spend over 300 more dollars to maintain my status.    So does that mean in order to maintain my status I need to spend $1000 in a year rather than gaining 1000 new points in a year?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mlennon,   It will still be based on one calendar year! I hope that this information helps. see post
lollipop29
Return Policy on used items
What is the return policy on used items? I bought a face wash and face cream about 4 months ago, after a month I wasn't loving it but one of the people at the store said to keep trying it so you're face can get used to it. I have kept trying it and I am still not liking it however I lost the receipt. Am I still able to return it for store credit?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lollipop29! I would contact the store directly for further assistance.  Store returns are at the discretion of the store director/manager.    Cheers!  Kevin  see post
MylaM
Never received VIB benefits (just birthday gift)
Hi I'm a VIB. But I have never received any benefits in my local Sephora, just bday gift, thank you. No seasonal promotions, No private VIB-shopping events  No VIB only gifts Free beauty classes??? So I am just wondering where can I get the information about this things?? emails?? in store? or someone can help me here. thank you. PS The web site showing me i have 32 pointsand I am a Beauty Insider and I need like $200 to get a VIB, when my iphone application showing me that i have 82 points and $150 to extend my VIB status in 2015. very confusing and nor professional 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MylaM! I can help get your account situated! I am sending you a private message with more details.   Cheers!  Kevin  see post
lauriebos
Whitin how many days (30, 60,90?) can I ask for a refund or exchange if I do not like it?
I bought Dior cleansing oil in june and just start to use it. I do not like it because it do not remove any mascara, even not waterproof. Can I ask for an exchange or return in store?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@goodlooks if you made the purchase online then yes, bring the packing slip along with you as your proof of purchase. While Sephora can be lenient on returns we DO eve... see post