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points in two card and want to put it in my vib card!!
i have two vip card and i still have some points in them, how can i take those points and put them in my vib card?
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points in two vip card & i want to put them in my vib card!!!
i have two vip card and i still have some points in them, how can i take those points and put them in my vib card?
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Beauty Insider Points/Purchase History Missing
Hi there, About 3-5 days ago my sephora account showed that I had over 200 points and now it suddenly says I have 23 points. I have had my account with sephora for a while and I have never redeemed any of my points. Along with that, my purchase order history has also vanished and now says that I have no purchase history to display.  Wondering why this happened and what the solution is? Thank you for the help!!
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Unsuccessful authorization, but still charged
Hi,    I made a purchase on Sephora a few hours ago using the same billing information I have used for a purchase earlier this year which I had no trouble with. However, I was sent an email not long after completing the purchase saying that my order has been cancelled due to unsuccessful authorization. The money has been taken out of my account already and I have been charged an extra few dollars as well.. I have sent a private email to customer service but have not heard back yet. I really would like some help with this because I spent $120 which is quite a lot for me, especially if I am not even going to get my order..
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willsiam86 / NEWCOMER / replied
Livvysivvy I am the same and I am so angry right now, been waiting and nothing from them.   I log in to find this status, and have bought from them before.  Totally unco... see post
Fantastic Customer Service!
I would like to give a shout out to two employees, Keenan and Emily, at my local Sephora at the Mall of Acadiana location in Lafayette, LA! They ALWAYS give me helpful info about products and make me feel appreciated as a VIB Rouge member from the moment I walk in to the moment I checkout!  I work in retail mangement and they are model employees that I would hire in a heartbeat!   -A Satisfied Customer
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Account Charged Twice
Hi, My order has been charged twice on my account. I have emailed customer services but am yet to receive a reply. Could anybody help me with this? Thank you.
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Charlie1995 / NEWCOMER / replied
Okay thanks a lot :) see post
Returns without Receipt
I bought a makeup palette over 3 months ago online and I don't have the order summary form anymore. I was wondering if I can still take it into the store and return it or exchange it for something else?   Thanks
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Still No Epic Rewards Response
Hello, On September 18th, I wrote to epicrewards@sephora.com about my unfortunate Epic Rewards experience. I included my email address and VIB number for follow up. I received an automated response indicating that my case would be reviewed and that I'd hear back by September 1st. That date came and went, and I've yet to receive a response from Sephora. I checked both my SPAM and Junk mail filters and nothing was sent. I read that some people had success by calling Sephora's customer service hotline. I'm unable to do that during the day, so I sent an email to customer service on September 2nd. I received an automated response. Sephora is stating that they reached out everyone who sent an email by the deadline but apparently my case has fallen through the cracks. I would appreciate any insight on this or if someone can point me in the right direction. Thanks!
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Birthday gift
I am unable to add the birthday gift. Can a CS add it to my online cart, please? I would prefer to not have to call the 800 number if possible. I posted about this yesterday in an old thread but it wasn't addressed so I made a new post.This seems like a frequent issue so I am wondering why this hasn't been resolved as people as far back as March have been having issues Thanks for any help!  
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I placed order with WRONG address and WRONG items
I placed order last night. Unfortunately my address was not correct and the item I ordered was wrong either. I emailed customer service, but did not get any response till now. I also called several times, and waited online for MORE THAN 50 MIN, but NO ONE answered. I want to cancel this order, can someone help me with this? Thank you! Spoiler (Highlight to read)      
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SofiaBai / NEWCOMER / replied
I called again, and this time I already WAITED FOR ONE AND HALF HOUR! Still no one answer  :(   see post
My Order has been cancelled why??
My Order has been cancelled  because of unsuccessful authorization. I'm disappointed and wondering how long the refund process will take??
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Missing samples from Sephora.com Order
I received my order today, and none of the samples, including the deluxe sample (Sunday Riley Luna Oil), came with the order. The only thing I received with my order is the post card-sized one-time use sample of the Tom Ford Noir fragrance, but nothing else.    To give a bit of a background, I have received numerous orders in the past that came with no samples (not substitutions, just plain old nothing!), so I had to take my time to complain a few times so that they can be rectified. I was told at the time that a "special team" was assigned to pack my order, and a good number of orders since then have come in perfectly.. until today. I called the rouge concierge line a few minutes ago, and while Travis was certainly sympathetic, he wasn't able to offer anything. He added that he couldn't offer any points either, because I wasn't allowed to have points added in manually.. which he said has to do with the previous complaints about the same issue and the compensatory 50-100 points that were added a few times. Seriously?    So... what I'm told is that for the mistakes that Sephora has made and for my time and effort to make sure that I receive my items as I ordered I'm supposed to just sit back and get gypped? I'd very much like to have a mod reach out to me to correct this matter. Thank you.
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Now September 2, 2015 and EPIC rewards have not responded
  I posted a previous post stating that the EPIC rewards had sent me an automated message stating they would respond within 10 business days. A reply in my forum post stated that e-mails were still being sent through September 1st evening so I waited. It is now September 2nd and I have received no response. To reiterate I sent my e-mail on the 12th of August and still have not received a reply.
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BEAUTY WHIZ shadow1021sqsq / BEAUTY WHIZ BEAUTY WHIZ / replied
Same here. Emailed on 8/12 see post
Missing item from my package?
Hi I sent an email to sephora but no reply yet. I really need to know what's going on. Please help!
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Q. Status: Unsuccessful Authorization
My order status is now Unsuccessful Authorization. Yet I'm pretty sure my credit card has been charged because my bank has this kind of cosume reminder service. I'd like to know what is going on.
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SPECIAL GUEST Smallbeary / SPECIAL GUEST SPECIAL GUEST / answered
A. It means they've cancelled your order; you'd need to contact customer service to find out why. This happened to me and I didn't eve get a cancellation email. see post
Paid two items online with my debit card and returned one in store but...
I ordered two items online using my debit card to pay and wasn't too fond of one of them so I returned it to a local Sephora store. I brought the receipt that came with my delivered package but the associate ran my return as credit even though I paid with a debit card. It's been four days and I have yet to see the refunded amount back on my account. The associate even gave me a return receipt saying that my refund was approved but as stated before, the money hasn't been returned back to my debit account. Do I go back to the store and explain to them my situation or do I just keep waiting until the money shows up on my account?
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EPIC REWARDS Emails
Sephora just sent me an email stating they could not find my rewards number that I copied and pasted from the website, I also provided my email address so they should have been able to look it up from there. I have sent 4 emails now and 3 before the 8/24 cut off date. I don't know what kind of scam this is. Basically they are hoping our anger will go away if they pretend they never got our emails? I am beginning to think I should be contacting a lawyer instead of chatting on some blog crap that we are forced to use if we want any type of response.
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Beauty insider card
A few months back my mom registered for a beauty insider card and put all her information in.She gave the card to me since i have been the only one using the card. I managed to change everything over into my name except for the date of birth. How can i fix this?
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Q. laura mercier/estee lauder
I want to buy laura mercier eyeshadow called "ginger" and estee lauder lipstick called "complex" and "daring"   I visited stores they told me they don't have it at this moment.   Is there anway you can place order for me?    
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Bare Minerals
Hi, I need to buy a bare mineral Touch Up Veil powder and for five times I visit the store, 4 times you don't have the color I need (light), now I am looking for it on line and you neither have it. I want to suggest to restock more often.
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Exchange without box?
I bought the perfect brow pencil the other day and realized i wanted the brow wiz. I have my receipt but i threw the box away. Can I still exchange it?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jordan28k,   Generally most stores will accept these returns provided that you have the receipt, however, returns and exchanges are ultimately up to the discretio... see post
Beauty Insider Points
Hello, I bought something a few days ago and noticed that I did not get any points for it. I have my receipt. I think they typed the wrong email. May I please have my points?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jordan28k,   Sure I can add the points for you! I will send you a private message to help you out with this. see post
Points for a Recent Purchase Not Received?
Hi, I recently bought an eyeliner 4 days ago and I gave my beauty insider card to get scanned at the register but I didn't get the points for it when I logged on here. What can I do to get the points and what can I do in the future to prevent this? 
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pepsicray / NEWCOMER / replied
Hi there.    Im having a similar issue; I made a purchase at my local sephora on Aug 28th, and the points haven't been updated.  see post
Damaged perfume roller
Please help me with this.. I received my package this evening, only to find that the perfume roller I ordered arrived completely damaged! The glass was broken and perfume was spilled all over the other contents in the package. There was certainly enough bubble wrap in the box so I'm unsure as to how it happened. I also believe that the damage occurred days before it arrived because the box and the other items in it are already completely dry. Will it be possible to return this item at a local sephora store and exhange it for a new one? Many thanks.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Paula914,   I'm so sorry that your perfume arrived damaged! You can definitely bring it to your local Sephora with your order invoice where they can assist you wi... see post
Ruined Palette
A recent order arrived with the Kat Von D Sinner palette destroyed as shown in the photo. Unfortunately the black shadow covered everything in the box including the Kat Von D Saint palette and the three cologne samples. The only thing that escaped the mess was the sample of YSL Tint-In-Oil because it was in a plastic bag. I actually made the mistake of opening the box while it was sitting on my bed so I even have a big blotch of black eyeshadow on my bedspread but that's my fault for ope ning it on my bed. Packing this up to return will be a real mess so I wanted to know what you want me to do. Thanks!
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BEAUTY GURU tanyab84 / BEAUTY GURU BEAUTY GURU / replied
Can I please get a response to my problem. I have already PMd the order number though it appears in the original post as well. Thank you! see post
Epic Rewards Email-No Response Received
Sent my email 8/14 and a follow-up email 8/24 as that was the 10 days. NO RESPONSE to either email. As they said they would reply to all people by 8/31/15 whats the deal. I am still unhappy with Sephora for all of this. The fact that I have to post in a public forum to get a response is crazy. Especially since every time I post I just get snarky comments from other users and no help from Sephora.
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BEAUTY MAVEN Freckles82 / BEAUTY MAVEN BEAUTY MAVEN / replied
I agree. I think a class action lawsuit is required. I didn't even know about these emails. I suffered from the bad role out, both times, just like everyone else, but di... see post
My order is unable to be processed but I was charged for it 4 times.
  I've been trying to make a purchase online but it keeps saying " We're sorry but we are unable to process your order with the information provided. Please verify your billing information and try again." yet I have been charged for it 3 times on my bank account. How can I complete my purchase and remove those transactions?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sienaheidemann,   I'm sorry for any inconvenience! You are receiving that error message because we were unable to verify your payment information. In order to suc... see post
Flash shipping...a total waste of money
I'm so disappointed with flash shipping.  I paid 10 bucks under the guise that flash shipping meant actual 2 day shipping.  I ordered something on Friday and it won't be delivered until Thursday.  Why did I shell out money for this supposed perk, if it's taking even longer than free ship?  I love Sephora but this is seriously a dud.  Taking out the weekend that's still four days!  Ridiculous.  Sephora needs to sort out their shipping if they're going to charge for this supposed perk.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi raych86,   I'm so sorry for any confusion! You pay a one-time fee of $10 which then qualifies you for free Flash free shipping for an entire year. Please keep in ... see post
The Best of Benefit #SephoraSweeps
Let’s be real, there are some serious benefits to following us on Instagram. Case in point: The Best of Benefit #SephoraSweeps, where one lucky winner will take home a prize package filled with goodies from the brand. The bundle, worth over $500, includes Sephora-exclusive kits and so much more!   To enter for a chance to win, post an ORIGINAL image featuring your best makeup must-haves on Instagram between noon PDT on September 1 and noon PDT on September 2. Be sure to follow @Sephora on Instagram, and include #SephoraSweeps in the caption of your image. All valid entries received within 24 hours of the start of our giveaway are eligible to win. The winner will be selected at random from the pool of eligible entries. Keep an eye on our Instagram feed during these dates for any updates. Rules>    
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