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Customer Support
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.
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Customer Support
  Discover why neutral lips are y our new everything. Enter for a chance to win the UnNude lip #Sweepstakes, and you could be the proud new owner of a Kat Von D lip vault and more prizes!   To enter, upload your UnNude lip look to The Beauty Board  (on the Sephora App or at http://www.sephora.com/gallery/ ) between 12am PST Thursday, February 2, 2017 and 11:59pm PST Thursday, March 2, 2017. To be eligible, be sure to tag your photo with at least one lip product and include #Sweepstakes in the title. Luck favors the share-happy, so enter once every day to increase your chances. Winners will be selected randomly from all eligible entries.*   * No purchase or payment of any kind is necessary to enter or win this sweepstakes or to receive a prize. Odds of winning depend on number of entries received. Void where prohibited. Open to U.S. residents (including Puerto Rico) 18 or older and the age of majority. Must have a Sephora.com login and nickname to enter. One entry per person per day. Winners selected by random drawing to receive one of following prizes: 1 grand prize (APV $860; Kat Von D Lipstick Lip Vault and UnNude Lip Bundle, $500 Sephora gift card) and 5 runner prizes (APV $120; Kat Von D UnNude Lip Bundle). Sponsored by Sephora USA, Inc.      See official rules >
Customer Support
Hello!   My March 2017 Sephora Play box said it was delivered on March 15 but it is nowhere to be found... i just wanted to know if there are any possible solutions for this? I'm sure it has gone missing because it's been 10 days since it has been supposedly delivered...   Thank you so much!
Customer Support
I never recieved my sephora package.!😭😭
Customer Support
Sephora website is buggy! Unable to view orders or checkout, I am using chrome browser. This problem seems to persist almost 10 days now. I placed a phone order as I could not checkout past week but even that is not delivered. Is anyone else have this trouble with online SEPHORA? It repeatedly asks me to enter username/pwd but does not take me to product purchase history nor allows me to place new orders. Can someone say when the website will become decent to place orders and view existing orders/order history?
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Customer Support
I received my Marc Jacobs face chart today and I am completely disappointed in the misrepresentation of this reward.  What was originally anticipated to actually be personalized and framed turned out to be a print with no actual makeup used (like a normal face chart would be), cased in a plastic sleeve and sent in a yellow envelope!  The fact that we were refunded a pity of 1,000 points for the initial misrepresentation does not make up for what was received in the end!  My "personalized" note said exactly the same thing as posted by another person who redeemed this reward, but my name was not even spelled correctly.  My original complaint to customer service went unanswered and I would really like a response this time as to how Sephora plans to make it up to the loyal customers who used so many points to get this reward.  My 1,000 points would have been much better spent on the engraved lipsticks or many other rewards that caught my eye, but I was expecting this to be something unique and personalized that was of more value!  
Customer Support
I bought an item in a store, and i didn't have the Beauty Insider card with me but my number was taken as an alternative. I realized later that i had not received the points for the purchase. Is there a way i can get the points now?
Customer Support
Good afternoon! My order is not sent, but money is written off from the account. Please solve the problem. Refund or send an order.
Customer Support
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 playhelp@sephora.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 playhelp@sephora.com. We’re here to help!  
Customer Support
Hi everyone,  I wanted to share what happened to me today. I received an email from Sephora saying my email had changed. Thought that was weird, as I didn't change my email. Looked at my account (still open on my ipad) and saw over 250$ worth of stufff ordered and charged to my account that I did not order. Freaked out, called Sephora. I was panicking (I had this vision of them ordering things willynilly as I scrambled!)  They canceled the order and changed my email, and I then changed my password. I also called my credit card company and had my card cancelled.    The weird things are that 1) I have the address of the person who was trying to order from me--they are based in Canada, in Toronto--just a weird thing to have! and 2) a few weeks ago, I got a message in my inbox about an ABH palette going on sale for half off. Like an idiot, I clicked the link--and nothing happened. I now think that this was how the hackers got into my account.    So--if you received those messages, and clicked on the link, I'd suggest checking your account and maybe changing passwords. I'm not 100 percent sure it was that, but it seems like it's a good possibility.    Just a heads up to everyone--check and verify your orders! Hopefully it doesn't happen to anyone else! 
Customer Support
Sephora you owe me $10.50, it's been 5 days, my banking institution never takes 5 days, when will I get my refund????
Customer Support
Hi all,   I finally, FINALLY found a sunscreen that doesn't completely break me out, and now it's shown as not available to the US. I really don't understand what happened, it was available not that long ago, and to top it off, there's a set that contains a smaller version of this product that is available.   Anyone knows what's up with that? I'd hate to start looking for a new product...     Thanks!
Customer Support
I do not see an option to do it from the Sephora app or by viewing my card on the mobile site. Both options were offered as solutions in 2016, but as of right now they do not work. Ideas?
Customer Support
Hello~ I placed an order which turned out to be canceled shortly after with the following text  STATUS: Unsuccessful Authorization (but without notification). I had gotten a confirmation, but since I didn't get a payment confirmation I thought it might have been because of that.  So I tried again with an order and got my order confirmation ánd payment confirmation. Yet when I returned to the website later I had gotten the same status update! What do I do?   Cheers~  
Customer Support
Hello, I recently placed an order and when I went back to the page to check the progress I discovered that my order was cancelled and the reason stated was "Unsuccessful Authorization". I don't know what this means and I am unsure of what to do now as I know my payment method was valid. Help ?
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Customer Support
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.
Customer Support
The day i odered my package was 03/16/17 and it said it would be here on 03/17/17, and I can't even track my order because there are no updates available on where my package is. It keeps saying the delivery date is whatever current date, yet keeps pushing it back. Is my package lost or what? I emailed customer service a couple days ago and they said it was at the post office but yet I check and nothing was there. Someone please help i spent about 60$ and i don't want to waste 60$ plus GST 
BeautyTalk Support
Hello! Recently I posted a review On the Living Proof Restore Perfecting Spray and I forgot to disclose that I received the product complimentary for testing purposes from influenster and I was wondering if there was any way to modify the post or have it deleted so I could repost the review. Thank you for your time! 
Customer Support
It has been days, constant 400 errors, When will this be fixed???
BeautyTalk Support
Hi there,   Today I made an order amount $226 through Paypal, but until now I havent received any confirmation order from Sephora regarding my order. Yet, my credit card that I linked to Paypal been charged already.    The status on my Paypal as follow " This is a temporary authorization to make sure your payment method will cover the payment. Your payment method will be charged when Sephora USA Inc completes your order".    I thought when I choose Paypal as method payment, Sephora send me confirmation order right away. Please help, TIA
Customer Support
 I have a beauty insider card but I have forgotten the email that I used to set it up. How can I figure out which email it was and link the card to the online account?
Customer Support
I placed an order on Saturday March 18th and when checking the tracking system it says it is in transit to Winnipeg. I live in Ontario 3 hours away from the shipping warehouse in Mississauga. I normally have all my orders delivered in one or two days so I found it strange it has been going on 4 days so that is when I checked the tracking system. Is there a way for someone to track it down and either make a claim to Canada post or for me either to recieve a new shipment? Earlier this month I had my package delivered to someone else's community mailbox. I don't know what the issue is but it is but it is frustrating disappointing having to deal with more than one shipping issue in a short amount of time   Please help!!    
Customer Support
Hello. I purchased a few items March 6th and added the birthday gift to the order. When I got my package, it was not inside but I didn't notice until now. I went to make a purchase and realized I already redeemed it, but did not get it. how can I resolve this? I am a VIB Rouge and spend a lot at Sephora annually and was looking forward to this perk for months. Please advise!
Customer Support
I placed an order on the 17th and My tracking info says it was delivered today 3/22/17 at 4:37 PM but we can't find it anywhere. The tracking info says it was left on the porch. The mail was brought in the house but no one saw the package either. My Order total was about $68 before tax.
Customer Support
There's a few things I don't understand; you figure Sephora has offered online ordering for quite a while now... yet, almost every single time I've ordered, SOMETHING if not multiple things, have gone wrong. First off- why in the world is flash still advertised as two day shipping??!! Never once have I received an order within two business days, after processing. It's almost ALWAYS atleast 3-4. I get it, sometimes there's delays but there are far too many instances of customers paying for flash, only to have orders take longer than the regular free shipping! It wouldn't be so bad if the site would stop with the "estimated" delivery. I chose Saturday delivery, and was so excited when within an hour I received a shipment notification! I login and see that it's set to arrive Saturday, only the following day, it's set to Monday and it still most likely won't be delivered by then. Now, if this wasn't what seems like an every day occurrence, or the only thing wrong, I'd easily accept it and move on.. but then add all the website issues on top of it?! The ONLY reason I ordered previously was because of the 5 sample promotion, so I picked my samples, shopped around trying to finalize my decision, and then placed my order.. as soon as I confirmed I saw that my sample selections were no where to be found.... Now, you'd think that as a site that advertises at LEAST 3 samples with every order, that they would at minimum just throw 3-5(during promo) samples in with the order, but no.. order showed up a FEW(not 2 business) days later, with no samples to be found.    I get that this all seems so trivial, but there's a reason they advertise these things.. and that's to get people to buy. Don't advertise what you can't deliver- the website is already glitchy enough to drive sales away, probably best not to add upset customer reviews to the list as well.      Disclaimer: I really did not mean to sound that b*tchy and petty, it's just frustrating when you choose to spend your money somewhere for certain reasons, only to have a less than enjoyable experience.. :/
Customer Support
I'm not exactly sure if I'm posting in the right place, as I'm new to these message boards. I've ordered From Sephora countless times without issue, but this most recent order has an item missing even though it is listed on the slip! It was to be a gift, and is also now sold out, is there any way to simply get a refund for this mistake?
BeautyTalk Support
i would like to link my VIB card with my online account. thanks!!
Customer Support
Hi everyone,   I am from the Dominican Republic and in order to order on your page I have to use P.O Box so that I can get the item to my house. When I made the order I see that I was chased, if you can explain why I canceled it and if you can help me because my girlfriend needs what I had ordered.   Thank you