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Customer Service
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Customer Support
I received an email from Sephora this morning with a code for 20% off sale items for VIB Rouge members, however it's not working even though I'm logged into my account and have ONLY sale items in my basket (not even samples). What's the problem?  
Customer Support
Hi! I just received this email, which perfumes qualify for the bonus points, and which ones don't? How will I be able to tell I'll receive the bonus points in the future? It doesn't appear to show up in your cart at checkout..   Thanks! -C
Customer Support
you cancel my order two times. i want to know why
BeautyTalk Support
I use my BI card for every purchase in the stores, (I have about 200) but only points from online purchases show on my online account. Help!
Customer Support
My order is missing the item  Lancôme La Vie Est Belle Night Out Duo.  I just realized that the item is permanently out of stock, so can you please ship me the original La Vie Est Belle rollerball perfume without the lipgloss, or can you give me a refund for the purchase. I’m guessing the item wasn’t shipped because it is no longer in stock, but the item needs to be substituted. This is a Christmas gift so can you please help me asap.    Thank You!
Customer Support
Last time I was in-store, I discovered that when I hit VIB last year, the new card they gave me didn't get linked to my account. I've been using it, and I should have spent enough in 2014 to make VIB for 2015, but how do I go about linking the card to my account? 
Customer Support
Hi,   I had ordered two Urban Decay Smoked Palettes and just received them yesterday. One of them had everything inside but the other was missing the mini primer potion. I just called you guys and the BA I spoke to said you were sold out of the palettes and couldn't replace it. I asked if you could just send me the missing primer potion, and she said that wasn't possible and the only option was to go to a Sephora store and try to return the item or ask for an exchange for a different item since I have a good history.   This is not ok. I want to keep the palette, I do not want to return it. Can you please just send me the missing primer potion, or at the very least offer me a partial refund? "Sorry there's nothing we can do" just doesn't cut it.
Customer Support
I order 4 items from Sephora online and was suppose to receive and email, i never was sent an email. So i went to my order and found that there was no Shipment date or tracking number. What is the issue? And how can it be fixed?   -Your help would be GREATLY appreciated! 
Customer Support
I ordered 4 items online from Sephora and was suppose to receive an email, I was never sent an email. So I went to my order and found there was no shipment date or tracking number. Why is this happening? And how can it be fixed? This is my first time purchasing from Sephora online. Help would be greatly appreciated.
Customer Support
I bought a brush set in store, and six days later I see that it's 50% off, on sale, on the website. Can I be refunded the difference? To return the brush set from the store, and purchase the on sale set where I'd have to pay shipping/handling fees would be very inconveniencing.
Customer Support
I ordered the Tarte 12hr foundation and the shade I got is not a match. I only tried a very small amount. Will I be able to exchange for right shade at a local store or do I have to return via mail?
Customer Support
I completed the email survey on 11/21/14 and never got the 100 points promised.  Please help!!!
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Customer Support
My husband went into Sephora tonight to exchange or get a store credit for Victor and Rolf Flowerbomb perfume that was given to me as a gift; the scent is too strong for me.  Even though he did not have a receipt, the manager approved him for a store credit which I would have been totally happy with.  Whenever his drivers license was scanned, a DENIAL receipt automatically printed out from some return report company.  I am currently waiting to hear back from them to get more details, but what I want to know from you is how the heck this could happen to him considering he has NEVER shopped at Sephora before, must-less attempted to make a return.  Although I have never had an issue with Sephora before and have always loved it, this makes me not want to EVER shop here again.  It was totally embarrassing for him since not only the manager, but also 4-6 other employees were all chatting about the situation in front of him.. making him feel like he was some sort of criminal or something when all he was trying to do was make his wife happy by exchanging perfume.    Can you please explain how something like this could happen to someone who has NEVER returned an item or shopped at a sephora before?!!!
Customer Support
My order was canceled twice due to unsuccessful authorization what's the problem ?
Customer Support
Hi!   I had an issue with a recent order that I placed on December 9th. When I received the order on the 12th, I realized that it was incorrect and immediately contacted customer service via email. The online customer service representative couldn't resolve my issue satisfactorily, so I called the customer service hotline the next day. I was told that I could expect a call back from a supervisor within 48 hours.   Two days (about 52 hours) later, I had not heard from a supervisor. I called customer service again, and was told that my order had been refunded (?!) and again, told that I could expect a call from a supervisor.    It has been a week since my initial contact with customer service. I still haven't heard back from a supervisor, and although my order has been marked "returned and paid" in my online order history, I have not received a refund on my credit card. Has anyone had a similar experience?   This was only my second order from Sephora online and I'd really like for my problem to be addressed in a competent and efficient manner. As it stands, I may not ever become a regular Sephora.com customer. In fact, I may never make another purchase on the Sephora website again. Is there some way to get Sephora customer service to stop blowing me off?
Customer Support
Hi, I lost my beauty insider card, so when I went to make a purchase I asked an employee to issue me a new card. Along with that, while my previous purchases show up online, the purchase I made (when getting a new card) does not show up online. Is there any way I can redeem those points?    Thank you!
Customer Support
Hello, I am a VIB member and I have the card. I want to use the free shipping card I got, and my VIB status is not shown on the website. Please help!
Customer Support
I ordered from Sephora and even talked to customer service twice to make sure that I received my order in time before I leave for my trip on the holidays. But when the order arrives it is missing an item. How can I secure that I receive this item before my trip on Monday?
Customer Support
I tried to use my $25 holiday rewards today as I had only received it 10 days ago.  The guy at checkout told me it was no longer good and I couldn't redeem it.  Nothing I have indicates an expiration date.  Help please.
Customer Support
I have store credit but I like to make purchases online due to the wider selection - could I use my store credit to purchase a gift card which could be used online?
Customer Support
I would like to link my online account to my store card? Can someone tell me how please
Customer Support
...and she only paid for one.  I know it sounds dumb, but it's the holiday season and she thought the right thing to do was to call Sephora and let them know (keeping in mind however that whoever processed the order may get in trouble, and that they probably will end up throwing out the returned product).  In the end she did it for a clear conscience.   The customer service agent asked my friend to return it in a different (smaller) box after taking down the order number and product name and said that she had to return it (in a nearly threatening way).  My friend is scared if she doesn't get around to return it she will be charged for it.  Will she be charged?  It was a makeup product, not an expensive hair tool or something.   Couldn't find an inquiry on what to do if Sephora ships you extra products that you didn't pay for (I wonder why!).  Hopefully it doesn't get to be a lose-lose situation.     Thanks!   Spoiler (Highlight to read) There is no spoiler here.  I thought this was a smiley face menu! There is no spoiler here.  I thought this was a smiley face menu!
Customer Support
I forgot to give my beauty insider card at checkout when I went to Sephora today. Is there anyway I could still get the points?
Customer Support
I know there's not much time left and it's non working hours, but I'd really like to place this order before the reward card expires in an hour... Please help
Customer Support
Hi, I didn't get samples on my order, so  I was wondering if I could be compensated.    Someone emailed me for my order# which I did reply back with but I never got a reply of confirmation or see any changes in my account...   Thanks =] 
Customer Support
I ordered online on december 15th and got my package today. When I opened it I saw that they forgot to include the Nars digital world coffret I ordered. The item is on my receipt and I was charged for it but it was missing from the box. What should I do now?
Customer Support
Hi - I want to place an order and my $20 VIB reward card is not working.  Can someone please provide the code so I can place my order?
Customer Support
Hey I bought a Stila 'In The Garden' palette and the colors did not flatter me, and I tried using it once or twice at the most. I went on vacation and came back and saw that my mom had accidentally thrown out the Stila box the palette was in. I still have the receipt for this product.   Would I be able to get a refund for this at a Sephora inside JCP? Or would it have to be a store credit/exchange?