Hello! I was wondering whether I could get the sample that was left out of my January sephora play box sent to me. I did not receive the drunken elephant face cream. It's a brand I've really been hoping to try! Thanks, Rachel
I just got an email about an order I placed last Sunday saying my order was cancelled due to an unsuccessful authorization of my payment information. This is confusing as I double checked to make sure that I entered my information correctly, and I sat there next to my grandfather while he entered his PayPal information, so I don't see what went wrong. Please help me with this, because I need my order by next Monday. Thank you!
I just received my package thinking, "Oh! There's a product that I received a sample for that I'm dying to try but haven't decided if its worth the money. I can finally try it!" Wrong! I opened the box and did no find any samples that I picked out at all. This isn't even the first time, but this time I'm really upset about it.
Hi, I was expecting my Sephora order to ship by today and when I checked my order status online, I noticed it had been shipped to my previous home address. Is there any way I can have the item reshipped or find out if it was sent to a UPS location for pick-up? Thank you.
Hello I made a fairly large order last night and received an email today saying " We apologize, but your recent order was cancelled due to either a system error or an inventory issue. We regret that we are unable to replace your order at this time. We have included the information below so that you can review the details of your order." My card has been charged so I'm hoping it was just the one item that I see is now out of stock that got cancelled but am unsure. Any advice would be appreciated.
So this is rather annoying. I received an email on 1/15 from Sephora that my Play! subscription had been cancelled. I did not cancel it myself, so I called and spoke with a representative. I was told it was cancelled due to my card being declined, which was odd, since I had updated my card at the beginning of the month. I was asked to clarify the last four digits of my card, and when I did, I was told a different card (my old debit card) was charged. The representative I spoke with was unable to help me any further. She simply told me I would have to re-subscribe (even though it seemed to be a Sephora error). After I expressed concern about the wait list, she assured me as long it was done the same day, I could resubscribe immediately. We hung up, and when I went online, as figured, I was not able to re-subscribe due to the wait list. I then emailed into Sephora to further speak with customer service, and I was essentially given the run around by several associates. I first received the basic "We're sorry to hear that the Sephora monthly PLAY! subscription is currently full" response, which didn't answer my question. After replying back and forth a few more times, I was told that the only card on file on my account was the last four digits for my old card (even though I was looking at my account at the same moment and it wasn't on file at all - only my new card was). I was given the run around some more - I was even given a pitch about the Play! subscription - and eventually, I was told to just call the help number again. So I called to speak with another representative on 1/16. This time, the representative was much nicer and was able to look further into my account. She confirmed that I did update my card at the beginning of the month, though it appeared it never updated on their end for the Play! subscription. When I updated it, I double checked everything and it seemed fine, so I'm not sure why it didn't go through. The representative told me next time to call after I update it to confirm again. Even though it was a Sephora error, she still couldn't help me because the subscriptions are "currently full" and told me I would simply have to wait on the wait list to eventually re-subscribe. So I'm left with a cancelled subscription due to a Sephora error and no one seems willing to fix the mistake. I was one of the first ever Play! subscribers during the test phase and I have been VIB Rouge for several years. I spend a lot of money with Sephora and I'm extremely disappointed with how this has been handled so far. It seems like they really don't care about their best customers. Has anyone else had this issue? Does anyone know how I can get Sephora to fix their mistake or how long I'll have to wait to re-subcribe? The whole thing seems ridiculous.
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 firstname.lastname@example.org.
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 email@example.com. We’re here to help!
I received my order today and none of the three samples I'd chosen at check out were in it. I've had a sample missing before or one of them replaced, but this is the first time all of them were missing. What could be the reason?
Sephora has sent me an email saying that the package been shipped. However it has been 3 days and the package has not been delivered or Canada Post says the tracking number does not exist. Where is my package?
placed an order and transaction was successful through paypal, but now it is "unsuccessful authorization", can you update me on what that means or what will happen now? Do I get a refund if it doesn't pass? and when? How can you not send an email with instructions or updates.
Let's say your friend bought an item for $35. They give it to you but you don't actually like the color. You mean to come back to the store and return but forget. After a month or 2 later you go to the store and see that the item you bought isn't sold at the store anymore. Can you still exchange/ return it?
Spoiler (Highlight to read) I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit? I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit?
I just purchased the tartiest pro glow online and received it in the mail but when I opened my package, "lit" was cracked and the product was everywhere. What is the process of receiving a new one asap?
Hey so I recently created an account online, but Ive been making purchases using a card which uses a separate email, so I cant even see the points that Im getting. Could anyone help merge the two accounts? Thanks
Hi, I got a beauty insider card last summer in Sephora store and made account here on Sephora just few minutes ago. I think the card I have is linked to a wrong email. My account does not show how many points I have and I forgot my card when I was shopping at Sephora the other day and the cashier did not find my account with my email. How can I fix this ? Thanks!