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Customer Support
hello i would like to know its free sample plus free birthday gift .. can i contact talk to person to send it to me a mail its so simple.. please let me know if they can send it to me free sample and  birthday gift.. thank jody
Customer Support
As part of my VIB welcome pack I received a card for a free makeover what does this entail and how can I book my appointment? & can this card be redeemed by someone other than myself?
Customer Support
I recently made an order online, and a few times I recieved an a message saying the transaction didn't go through. I checked by bank statement and those charges that were pending were dropped. I few days ago, I went to check my order status and it showed up with the tracking number, but the next day it had disappeared. As well, I once again checked my bank statement, and this time the charge had gone through and been processed, but when I called and talked to a beatuy advisor I was told that nothing had gone through and that she saw no history of any online orders. Why is it that one day it says my order went through, I am charged, and I see the tracking number and the next it's gone and I'm told I my order didn't go through?
Customer Support
Hi, I recently received my package that I ordered but it was missing 2 of the items I had ordered! And one of them is out of stock now, I was wondering who I could talk to and how this can be fixed  
Customer Support
I just made an online account but was not able to link my current Beauty Insider Card which has 250 points on it to my account. Instead it says that I have 0 points. How can I link the correct card?  
Customer Support
Hi, my order says unsuccessful authorization but my money has been taken, I would like to know what is going on?
Customer Support
I placed three orders at the beginning of the month, each was a day or more apart as I researched fragrances. The first was shipped, according to my email confirmation on 2/4. This is the tenth. None have arrived. Not to be too snarky, but perhaps the current special should be 3x points, 2x shipping?!? I count on timely delivery of goods when choosing other retailers, and expect my Rouge status to equate to Rouge quality service. This is very disappointing. What is being done to resolve these shipping issues?
Customer Support
My package shipped today but 3 items are missing. Has anyone had this problem before? Please help!
Customer Support
I redeemed the 100 point perk of the Elizabeth and James Nirvana White perfume rollerball, and when I received my package today the rollerball was defective and the entire contents of the perfume spilled out. Can I be sent a new one or reimbursed with the points? 
Customer Support
I am highly disappointed. What can I do to get a refund on an item I didn't receive?
Customer Support
I order my product at February 2nd. but it is still not ship until now (feburary 10) and they didn't answer my email. it is so annoying and i worried about my package what is a problem?
Customer Support
Hello!   I reached VIB status on December 31, 2015 and never received my card.  I've visited my local Sephora inside JCPenney and asked for it and they said that they don't have any and don't know when they will be getting any in.  I called Customer Support and received no help there either - the rep told me that she needed an item number and seemed confused as to what I was requesting.  Any help that you could provide would be appreciated!     Thanks!! 
Customer Support
Hi! I've emailed this and sent via Facebook as well. I find it strange that the only option is to call and be put on hold. Which, I've had to do several times. I don't have time. Please someone looks in to and get this resolved asap:   I placed an order  on January 15th (26 days ago!) online. I never received the package. I tracked the package through OnTrac and it says it was "delivered," but it never was. I tried calling them, and they advised me to call Sephora which is what I did.    Call 1: A very helpful person said they would file a claim and pending the investigation with OnTrac someone would reach out to me within 3 days so we could figure out a solution. I never got a call back.    In between there are follow up emails from Sephora all I get is "Please call" the 800 number which is frustrating in itself. When I emailed OnTrac they said, "We'll reach back out soon" which, of course, they never did.    Call 2 placed on Feb 1st: a few days after I was to receive a call and didn't, I spoke with someone else who said that OnTrac never followed up, she apologized and said she would resubmit my order. I was elated. Although it was 15 days later, at least she provided an immediate solution. She immediately sent me a NEW confirmation ( 4303679860 ) and in that confirmation it stated that I would receive a separate shipping email within two days. Again, NOTHING.    Call 3 placed on Feb 9: The rep (her name was Isla) looked up my new confirmation number and says "For some reason that order was cancelled on Feb 2nd." Which, as you could imagine is strange since it was the day after I was told my NEW order was being processed. She puts me on hold to speak with a supervisor and tells me that "We can't tell why the order was cancelled, so you won't be charged. The 'pending' charge should just drop" I told her that i was already charged and she argued back with me that I hadn't been charged. I told her I would check my bank account, but was 99% positive i had been charged. I then asked her if i would still be getting my order. She said, no and that i would have to place an entirely new one. I checked my bank and I HAD been charged on the 19th of Jan (screen shot attached).    So, what I'm asking now is that my money just please be refunded. I will not be placing the order again with you all after this experience and I didn't appreciate the back and forth with no resolution only to be told I was wrong. I feel like I've been very patient throughout this process and it's just gotten out of hand. 
Customer Support
I was wondering if anyone could help me with my beauty insider account. I am a VIB and have points from shopping in store but my online account says I have 0. How do I get my points and status to show up online?
Customer Support
I seriously made an order eight days ago, and it still hasn't arrived ? Whats the delay? I did the three day free shipping, but still it taking forever!!!! I tracked it and its four hours away from here and it says t he item is currently in transit to the destination. WTF? ? It seems my shipment got stuck there. This is getting me irritated
Customer Support
question, if I need to return something but I cannot locate my receipt can they still look me up?
Customer Support
Why has my foundation I purchased in 2014 gone from my history? I need to reorder that color. I know I can go get scared it is just easier. The other  question I have is I made a purchase at Sephora in JCPenney's and the purchase has not shown up in my order history as well as the points have not either. That was a couple of weeks ago.
Customer Support
Hi!  I had posted this question in a thread that was previously started about this product, but it looks like that may have gotten lost in the shuffle, so I thought that I would try again here. The Kat Von D Metal Crush eyeshadow in "Thunderstruck" had disappeared from the Sephora site (causing some concern), but is now listed as out of stock with an option for restock notification.  I signed up a while ago, but I was hoping that you could please let us know of a potential time period for the restock.  I'd really appreciate any information you could provide.  The item number is 1711035. Thank you for your help!
Customer Support
I haven't purchased my products yet, but the triple points aren't showing up. Do I need to check out and then check my account later? The fragrance products in my basket are definitely eligible for the promotion.
BeautyTalk Support
I received my order today (which was great!) and almost everything was in it, except for one of my samples.. which was a philosophy perfume I was excited to try..  
Customer Support
My order was supposedly delivered to my mailbox by USPS on 29th January according to the tracking information. However, I have been unable to locate it anywhere. I have checked with neighbors to find out if they've accidentally received it in their mailboxes instead, but have had no luck finding it. What should I do? Thank you.
Customer Support
Im having trouble online, i want to add my beauty insider card to my online account so i can use my points online.
Customer Support
i made an order online and it said the order didnt work, but money was still taken out of my bank account by sephora. i have no order status or racking number its all blank please help i cant afford to pay for makeup that im not going to get!!
Customer Support
I placed two orders using 4 egift cards (2 each). One order was successful and the other one had an "unsuccessful authorization" - which I wasn't notified about! I had to open up my order history! I was wondering why shipping was taking so long and much to my surprise, my order didn't go through WITHOUT ME BEING NOTIFIED. So I placed the same order. AGAIN, UNSUCCESSFUL AUTHORIZATION. THIS NOW THE THIRD TIME I AM PLACING THE ORDER. THIS IS GETTING RIDICULOUS. Can anyone assist?
Customer Support
My first order is still pending. I ordered on the 5th and it says pending but that the information was sent to the warehouse. I placed another/different order on the 8th and it will be here tomorrow. Whats going on?
Customer Support
Hi, My order says  STATUS: Unsuccessful Authorization Is it Cancelled?Can Someone help me?
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Customer Support
I am beyond upset. held back. exception, returned to center, will redeliver monday. this package was supposed to be in my hands on the third, i ordered it since last month 30th. it got held up. yesterday i had to spend hours on the phone to finally get them to redeliver today. then what do i get? the ups guy in front of my house and taking hte freaking package back.    what do ups cs and sephora cs say? oh, that there were updates in the account and now yadadada? the update was done by the ups agent who so kindly helped me out yesterday and told me it was there but it wasnt sorted at the place for pickup, even though before that i was told i would get an email of the time to pick up the freaking package.    okay just enough is enough. refund my money, take your package back since ups still has it, and i'm pretty sure i'm going to get more freaking bs about it not being able to be delivered. i'll just order it from the website itself and hopefully they use usps or fedex. this is freaking ridiculous. f your 250* points. They mean nothing if this ups service is crap. For all I know, that 70 dollar bottle is broken by now. 
Customer Support
So. First off, I've just renewed my Flash Shipping subscription which I've loved the whole first year so much, like I said, I renewed it. That being said... I've never ever had any problems with not getting packages. Not even before I had the Flash Shipping, and before, when I rarely ordered from Sephora years ago. Now that I think about it, not even from any other company in my entire life- thank heavens I've been so lucky. . . until now.   I ordered a couple things one day, on Feb. 4th, (2016 obviously)  then I remembered I forgot to order another product with my initial one, so I make another purchase making for 2 separate packages in total. I got an Email of shipping confirmation for the 8th of Feb. so I figured it would be here on that date, like it has been (because it's always been on or before the expected delivery date) every single time, ever, for me. I kept up with the status of the packages that were successfully making their way to my apartment like usual, happy to see the progress. The day I expected them to be (and said to have been) delivered, I was home the entire day, didn't leave my apartment once. Now, keep in mind, every time I get a package, either from UPS, OnTrac and even FedEx, I get a knock on my door or a doorbell rung... but there was no sound from mine, not even a light tap. Normally I get mail and packages by 3PM so, weary, I went online and checked the the status; to my surprise, the status was "DELIVERED." So (in haste) I checked outside my door, where OT always delivers packages without fail, but. . . nothing. So at this desperate (and livid) time, I'll ask neighbors if they've seen or accidentally received a couple parcels- nothing. "Okay..." I ask the management of the apartments - Nothing. "dang..." I check my mailbox (which I only get USPS there, FedEx either gives it to office) -Nothing. "Fuuuu..." Desperate, I even go to units that have the same numbers just in case the delivery person had mistaken the address -Nothing.  Contacted OnTrac- NO REPLY. Researched them while waiting and found LOADS and LOADS of complaints and angry customers, spending even more money than myself, with lost packages, delivery people who have been caught stealing packages and who have admitted to sending the packages to wrong addresses and feeling "too lazy" to correct the problem.   I haven't have any problems with Sephora before, besides not getting my samples in packages for 4 months (which isn't a huge deal but a girl gets excited for some Hourglass Primer dude <3 gratefully that was resolved very generously.   I Suggest getting RID OF ONTRAC service because it looks like it's costing more than it's saving. I'm still waiting for an explanation for where my packages are, went, and when I will be receiving replacements-not money back.   Thank you. ValarieMarie M.