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Marc Jacobs brush - 1 week old and cap fell off
Hello, I purchased the Marc Jacobs The Bronze brush and have had it for about a week.  The bottom silver cap just fell off!  For a $78 brush, I was not expecting that kind of quality.  Is there a way I can return it for a new one?  My sephora in JCP does not carry them (I purchased via sephora website) and not sure about the other local one.  What are my options?   Thank you! 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FabinMichigan,   Yes you can definitely return it to us! You can either return it to us via mail with your merchandise return label that came with your original o... see post
Have never gotten VIB seasonal gift?
I have been VIB for several months but have never received a so-called seasonal gift? 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi michellelol,    I apologize that I am unaware of a VIB Seasonal Gift. If you re-qualify for your VIB status, you do receive a VIB Welcome gift for qualifying agai... see post
Add My Purched Product On My Purchase History
hi few days ago I purchase becca highlighter..i exchange with something this one but I paid 30$cad extra..but it didn't add my purchace hiistory..what should I do??bcoze if it will add my purchache history than my spending money will be 180$cad..than I will be not so far from VIB..please do something..i ve the transaction number from my receipt..
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sam2385,    I'm going to send you a private message so I can help you out with this! Please keep an eye on your inbox! Thanks!     see post
Friends List
I am finally setting up my friends list.  It almost makes me feel like a stalker, because I can see when each was last on (or get a green dot if they're still on), where they commented last (so, I can follow them around), and more.   Anyway, I want to see them all in the margin (as I've seen on older accounts), but it is cutting them off after a certain person.     I played around with settings, but I cannot find a way to see them all without clicking in.  As I doubt I am ever going to click in, I lose all the friends after I (or worse as I add more).       How can I fix this, so I can see them all from the main screen?  Thanks in advance!
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HALL OF FAMER DiVWA / HALL OF FAMER HALL OF FAMER / replied
Thanks. I've been very slowing adding people to my list, but should probably add more. I also go by whomever has sent me a nice PM. see post
Credit card overcharged
Due to incorrect tax calculation. Please PM me for the order number to refund my card the overcharged amount.
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi deannaarp,    I'll send you a message to check your order; as sparklekai says, the tax does include necessary duties now! I can check directly with our border fac... see post
Purchases are not showing up in online basket. Help, please!
For two days I have been trying to make a purchase.  When I click a product to add to the basket, a pop up comes up and it says that it has been added.  When I go to the basket to purchase, there is nothing there.  Please help!  Thank you!
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DivaLasVegas02,    Are you shopping on the site or our mobile app?   I recommend you call us to place your order at 1-877-SEPHORA.   You can also try to l... see post
How do I add my VIB card to my online account?
My account currently says I have 0 VIB points when I have had a VIB card for years. How do I change this?
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi helpme1,    I'll send you a PM to help you out and link your accounts for you!  see post
Shipping Help!!!
Today I moved home and wanted to get an order in to take advantage of the birthday gift since it’s the last day of January. I was holding off on placing the order because the perfume I really wanted was out of stock. It came back in stock and I placed the order earlier tonight. I could have sworn I’d selected my home address but instead it’s being shipped to the address my last order went to – in a completely different state! What should I do? Please help!!!
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi conditioning,    Once you have the UPS or OnTrac  tracking number please call us at 1-877-SEPHORA so we can contact the shipping company directly to have the addr... see post
Exchange Question
I purchased the two MUFE 50 shades sets, the one with the keepsake box and the blush trio,  however the latter doesn't show up on my skin and the former is great but the key part of the box came broken! I used store credit to pay for part of this purchase, am I able to go into a store to return the blush trio and get the amount purchased with my Visa back and then exchange the damaged item?
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there!   You can return the item to your store and and also exchange the damaged item but most likely it will go back to a store credit (if the majority of your o... see post
Do I have to return to the store?
Hi, I ordered an eyebrow pencil online, but its in the wrong color. I don't have a Sephora store near me, and I won't be near a store for about 2 months. Do I have to return the item to a store or is there a way I can ship it to return it? Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi eyebrownovice,    You can return the item with the merchandise return label that came with your order and send it back to us, you don't need to return it to a sto... see post
order cancelled
Hello, I placed two separate orders and used 4 gift cards for payment, both got cancelled. I did this before and it worked fine, I don't understand the problem.  
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aseel,   I am sorry that your recent orders were cancelled. I am going to send you a private message to assist you further with this.  see post
Has Anyone Tried Returning Then Exchanging Anything That They Don't Carry Anymore With A Receipt?
My friend said she received a gift during not long ago that she has no use for and was told that she can only exchange it with something else...but the problem is that...she already got everything that she wanted not long ago...as well as...she found something that costs about the same price that's been sitting around for some time and as well as with a receipt, and so, she wants return it and then make the exchange for it, since, she didn't get a chance to put it to use just yet, as she tends to stick with using up one thing of the same type before moving on to the next, but the thing is that, they don't carry it anymore...so...has anyone tried returning then exchanging anything that they don't carry anymore with a receipt?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi prettiegirl, I'm not sure I understand your question. You can return a product without a receipt for store credit or an exchange only. If you have a receipt, you ca... see post
Ontrac problems
Has anyone else had problems with Ontrac? Over the last six months I have had about ten packages go missing between Sephora and Amazon, all of which were supposedly delivered by this company. I would love to just use USPS but I'm a VIB Rouge and am eligible for free shipping, which only goes through Ontrac. I shouldn't have to pay an extra $7 just because Ontrac cannot do their job. This problem has me seriously considering not shopping at Sephora anymore.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi allijoy,   Thanks for your feedback about OnTrac, I apologize for the difficulties you have experienced with your orders. We appreciate your thoughts on our shipp... see post
Returning
I bought the Josie Maran exfoliating powder and my sensitive skin can't handle it! I think I threw out the box, am I still able to return it?
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HALL OF FAMER annypoo / HALL OF FAMER HALL OF FAMER / replied
If you have the receipt, you should still be able to return it in stores without the box.  see post
BAD CUSTOMER SERVICE EVER !!!!!!
Sephora cancelled my order almost 10 times since last week when I tried to shop online. After cancelled my order, they sent email said that to protect my payments etc… I called to verify my payment and nothing wrong with it. They said I violated their Term of uses by ordering too many of 1 product. I think Sephora should stated the amount of product that a customer can buy for 1 product. When I see a good deal, of course I want to purchase it to stock up and give it as a gift for my friends. What's so wrong with it. And I think 5 is not "too" many. And I also tried to order another products that I have never ordered before but still, they cancelled my order. I sent another email to ask but well, no reply!!! MOREOVER, when I called, their representative said that I have to go to the store to buy stuff, now they can't say anything yet and someone will called me back to resolve the problem but no one did. I don't have that many time to call and wait in line to talk with your representative and received an answer like that. After that, I sent an email and they did not answer my simple question that "WHEN can I order online again?" because they keep canceling my order which made me really mad. OH that's so funny, I spent a lot of money to just shop at SEPHORA and now what? I have to go to the store to buy stuffs whenever I need???? NO WAY. I would rather shop on the other sites. However, I got over 3000 points in my acc. Just let me shop and redeem all my points. I was so patience until now, when my problem hasn't been solved but I received an email said that "They checked my record and see that I called and the problem was solved, pls call customer service … " Oh no, I'm not gonna call again, I don't have that much time. SEPHORA, please solve the problem. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meggiedo,   Thank you for the feedback regarding our ordering system. At this time, quantity restrictions are in place to ensure that all clients get access to pr... see post
Order cancelled
I got a message that my order was cancelled because you were "unable to confirm my payment information". Is the real reason that you don't cooperate with MyUS.com? I would appreciate clear information.
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Signelette / NEWCOMER / replied
Thank you Nika for your answer also if it wasn't satisfactory. I'm sure you would have managed to confirm my payment information if you wanted to since it's never been ... see post
Viseart Corrector, Contour, Camouflage HD Palette-Will it ever return?
 Is this a discontinued product?   http://www.sephora.com/viseart-corrector-contour-c amouflage-hd-palette-P391305?skuId=1665660
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Beauty4ashes,   I'm not showing that the item is discontinued however, I recommend signing up for an email notification if you have not already done so! Thank you... see post
Where did my VIB go????
I have been a VIB member for a while now, but when I try to order online... it says I have zero points, but my email says I have over 800! How do I get my VIB info online?? Thanks!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kfrances,   In reviewing your account, your email address and Beauty Insider Card are not linked together! I'll message you now to help with this. see post
Adding VIB status to online account
I recently become a VIB member in store and now after signing up online i can't find where to add my card number on to my account so that i can see my points. Is there a way to do this? Thanks!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KeelyLS,   I'll send you a message now so that we can link up your accounts!  see post
Supposed to be VIB Rouge
I was not credited the points from my in-store purchase from yesterday. I am finally *supposed* to be a VIB Rouge member, and was expecting to have the associate acknowledge that and give me a new card with the other benefits, just as they had done when I became a VIB member. However, the store was especially busy and the associate took me beside the counter and used a handheld device to ring my purchase. She seemed very rushed and a little flustered; the machine was giving her some problems. She scanned my VIB card and I knew that my purchase was more than what I needed to become a Rouge member, but she said nothing. She mentioned my previous amount of points so I assumed that my card was credited and I didn't want to question her because I knew she was feeling busy - I worked retail for years, I can empathize! Now I wish I had pressed the issue.   I called customer service today, got my points added but had to fill out a form to be sent to someone else to "approve" my Rouge status, which may take up to TWO WEEKS! And she said that they will ask me to send in my receipt! Who has time for that? Keep in mind that I have had to spend over $1,000 to become a Rouge member and I chose to buy 2 pricey Fereo products at Sephora because I wanted the additional points. I could have purchased them elsewhere.   I'm so disappointed that I have to wait just to have someone address my problem, and then have to send in proof when it could have been handled correctly at the time of purchase. This is a warning to future customers that don't want to inconvenience anyone else! You're the one that's inconvenienced in the end.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ArinNicole,   I am very sorry to hear that your recent purchase was not added to your purchase history. I am going to send you a private message to assist you fur... see post
email promo
I used to receive promo emails before my beauty status changed to vib.  my sister has been receiving emails, but I have not and do not understand why.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sdeluna,   I am sorry that you are not receiving emails from us. I can definitely look into this for you! I am going to send you a private message to get a little... see post
Can I get birthday gift after birthday??
today is my birthday. But I want to go Sephora next week.  Even if I visit next week, Can I get birthday gift?? Until when is it possible to get birthday gift? Thank you .
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sunny1198,   Happy Birthday! :D You have until February 13th to pick up your complimentary Beauty Insider Birthday gift! :)  see post
How to do i add my VIB to my online account?
I have been a VIB member for years. however when i buy online I can't add my VIB account information 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tl72,   I can help you with this! I am going to send you a private message to assist you with this. :) see post
Not receiving promo emails
I hadn't received any emails other than shipping/order confirmations since I went Rouge. I have missed out on a lot of promos and new product memos because of this  Can I get any help to get the promo emails back? Right now, I have to rely solely on the generosity and kindness of the other beauty insiders on BT for promos, news and codes.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stefanieee,   I am sorry you are not receiving emails from us. I am going to send you a private message to get a little more information from you so I can resolve... see post
my birthday gift is not showing up during the checkout process?
tried on ie, chrome, ipad....
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NingA,   I am sorry for the difficulty you are having adding your Beauty Insider Birthday gift to your order. Our records indicate that you included the Birthday ... see post
Free seasonal gifts?
Hello. I've actually been a VIB for a while just didn't know what it meant or that it came with anything. I have 1600+ points. And I see there's free seasonal gifts and stuff, which I've never received, I don't think I've even got a birthday gift so I'm a little upset come to find out there's all these perks which no one explained and I've spent so much money. how do I get these seasonal gifts and can anything be done on all that I've missed out on?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Surnovi,    I am sorry that you have not received any seasonal gifts. Are you signed up to receive emails? We send out emails with information regarding upcoming ... see post
MISSING RECORD?
I bought something in store, and i use 200 points to get two clearer toner. However, I saw the online record they don't record my purchase, only reduce my points to -124.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi VictorKY,   I just added the Beauty Insider points from this purchase to your account. Please keep in mind that while I was able to update the Beauty Insider poin... see post
Redeeming points with receipt?
Hi, I recently bought some products and I wasn't able to get a member card in store because I was told you were out of them. The lady at the desk told me I could redeem them online after, but I can't figure out how.
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Ukhtetahir / NEWCOMER / replied
Oh, I was able to get a little while after, I just wanted redeem the other points.  see post
Horrible Store Experience
I had a horrible experience at the Chestnut Hill, MA location recently. Infact, I left the store in tears and went and cried in my car. I called to book an appointment for a complimentary makeover, because I renewed my VIB status for 2015. I arrived on time for my appointment. When I entered the store an employee asked me if I needed help, I told her I was here for my free makeover and she immediately became defensive. She said that they don’t take walk in appointments. I told her that she misunderstood me, and that I did have an appointment. She rolled her eyes and called for the manager. The manager was polite and told me that nobody scheduled my makeover, but she implied that she thought I was lying about making an appointment and pointed that the girl who was working on the day I booked was currently working and SHE SAID she received no calls for an appointment today. I was sat in a chair with another employee. The first thing she said is “you know, you really need to make an appointment”. I made an appointment. It’s frustrating because I know all the employees were talking about me and clearly telling one another I was lying about the appointment that I made.   I told the associate helping me that I wanted a natural full face of make-up and also wanted to be matched to a foundation. I told her I have dry skin and the first two foundations recommended to me I had tried and disliked. She told me she had no idea what to pick. Your employee has no idea? I explained to her that I previously had cystic acne (so I have some pigmentation on my skin from scarring) and that typically my skin was dry. She kept telling me that we can’t really do anything unless the skin underneath the foundation is clear, and that you have to treat the underlying cause. I did treat the problem (acne) now all I have is dry, flakey skin and your telling me that no foundation is going to work on it? She made me feel so hideous and felt like I’d never be beautiful, even with make-up. She kept messing around and just staring at me, asking me what I’d like to do, seeing as she couldn’t think of a good foundation. I said I heard Nars might be good. She applied it on my skin. It looked okay, she put two different powders on each cheek, both made the foundation cake up in my T zone. At this point, she wasted 35 minutes telling me that my quest for perfect foundation was useless because I have an incurable problem. She then told me I had only 10 minutes left, and didn’t offer to fix the foundation. She quickly applied some neutral shadows, eyeliner and a swipe of blush. I still had the nasty cakey foundation on with two different powders. She didn’t even bother to put mascara, fill in my eye brows or a swipe of a lip product. I looked like a clown. I mentioned the mascara, and she said oh I thought you had some on. I had no mascara on and my eyelashes were caked in white eye shadow from her application. I felt so ugly and she rushed me away. I left the store, and burst into tears when I saw myself in my car. As a VIB insider I do spend a lot of money, and I was willing to purchase foundation and other products going into the makeover. But according to your employees, I am a liar and I have horribly incurable dry skin that foundation won’t fix. I am deeply disappointed with my service and think it is inexcusable that three of your employees didn’t treat me with respect. This makeover is supposed to be a treat because I spend so much money, what is the point of offering it if your employees think it’s a chore?   ON TOP of this I wrote an e-mail to your customer service department and received a response that my complaint was received and it would be forwarded to the correct contact within Sephora and I would receive a response in 5-7 business days. On Monday (the 8th business day) I wrote a reply email and have yet to receive a response. Tomorrow marks 13 business days from my original email. Will I ever get a response? I am not asking for the world here. I do not want free store credit or anything else. I just want another make-over, properly done and the employees to understand that it is not okay to lie and make the customer feel this horrible. The employee that did the makeover needs a serious lesson in customer service and clearly should not be doing make-up and the whole store needs to not talk behind the customers back. How can you treat someone who spends so much money in your store that way?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi npf92, I'm so sorry to hear that! :( This is definitely not how we want our clients to feel when they are in-store.  And our cast members should not be acting like th... see post
Recent purchase
Hi. I just bought clinique clinical dark spot corrector . It said on the product description that it comes with a free sample of their best selling foundation.  I didn't receive anything like that. Could you lmk if their is anything I can do? Thank you!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tryitagain! I'm sorry about that! I am sending you a private message to help.    Cheers!  Kevin  see post