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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 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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Hi, my order says unsuccessful authorization, I would like to know what is going on?
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littlefeli / NEWCOMER / replied
The Same Thing happend to my Order. I didn't get an Email, i was wondering what's wrong and now it Says 'unsuccessful authorization'. What do i Have to do??  see post
Epic Rewards email.. no response
I sent an email on august 12 to the email that was provided and I still have not heard anything back. Were they not sending a response to everyone, why did I not receive one. If you could look in to this that would be great. I tried asking on the sephora facebook page but I did not receive a response there either. I do not mean to shoot the messenger here because I know you guys do a great job on Beauty Talk, but this is another hassle and major let down by customer service - do not promise to get back to me within 10 business days and never email me back. If sephora was havign problems responding to emails then they should have sent out a generic message on the 1st saying.. we are really sorry but were not able to get back to everyone that emailed us, if you have not received a response from us please contact us at... Instead of leaving me irritated once again at Sephora. Thanks, Karen   (also sent this email to Nika), but just in case she is off.
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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
Birthday Month: no gift, no e-mail, no mail
I've never had this problem before and I've been a Beauty Insider for 5 or 6 years, but here it is, for the first time. I've got my items stacked in my cart, but at check out, I'm not given the option to add the Nars birthday gift item.   Haven't gotten an e-mail from Sephora about my birthday, nor have I received anything in the mail either. Radio silence re: birthday month.   How do I solve this?
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Still not fixed :( see post
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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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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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
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
Q. I forgot to show my beauty insider card. Can I still get points?
I forgot to show my beauty insider card. Can I still get points?
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A. Hello melissabt, could you also show me how as well? I forgot to bring my card yesterday to get my points! 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 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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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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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
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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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 have not responded to my e-mail
I sent my e-mail on August 12, 2015 with my beauty insider number, and e-mail address included but I haven't gotten a reply. It said that they would reply within 10 business days. It is now August 31, 2015 and I have not received any response than the automated response.
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It is now 9/2/2015 and I still have not received an e-mail response. see post
Epic Scam Epic Rewards
Hello, I am a professional make up artist and VIB ROUGE member.  I was excited when I found out about the quadruple points and epic rewards, so much so that I spent about $3000.00 online stocking up on items for my professional kit.  I knew the date of the epic rewards opening up to the customers (VIB members and Beauty insiders) and called in advance asking for the specific time that they would start offering the rewards.  I literally stayed up for 24 hours, thinking that they might open it up at midnight.  I called and got their voicemail saying what their business hours would be, and that is when they would be available to talk to an actual person.  I called the minute they opened on two separate phones, to insure that I spoke to someone ASAP.  I got through, I again asked what time they would be offering the rewards.  I was told that it would be somewhere between business hours and that an email would be sent out.  That's fin, ok.  I am obviously signed up to receive sephora emails and my phone alerts me every time I get an email, the same way it would if I receive a text.  I literally had my phone in my hand ALL DAY.  Around 6 p.m. I called the VIB rouge phone number to see what was going on.  I got the message that all epic rewards were gone.  I spoke to a woman and she CONFIRMED, that they "FORGOT to send me an email."  I told her that was fraudulent and that I had received emails from Sephora that day about new fall lipsticks etc.. that it didn't make sense.  She again confirmed that she did not know why the email just simply was not sent to me.  So I was not even given an opportunity to participate.  This is completely false advertising.  I am curious if this has happened to anyone else?  I also expect this to be made up to me, of course the supervisor never called me back, like I was told.  I also coincidentally did NOT  get the email about receiving a $50.00 credit as an apology.  I have given Sephora so much business over the years.  I have worked internationally as a professional make up artist, I have worked with numerous celebrities, photo shoots, tv shows, runway etc.  I have literally done several clients make up and given them a face chart with every item used, written down and told them to go to Sephora, where they purchased EVERYTHING!!!.  I even have a beauty blog where I write about my favorite products and let people know that they are available for sale at Sephora.  I feel completely unappreciated as an excellent customer, and am absolutely livid!  I would like to hear about other peoples experience with the epic rewards program?  And who are these people that actually received one of these alleged rewards, as all I have heard is people writing about their experience of calling in or ordering online immediately only to be told they were all gone.  How many so called rewards did they actually have?  One of each?  It sounds extremely suspicious to me.  Thoughts? I can give you my website if you like.
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BEAUTY WHIZ shadow1021sqsq / BEAUTY WHIZ BEAUTY WHIZ / replied
Same here!! Been a loyal customer for years! I had over 2000 points, and emailed on 8/11. I didn't get a response! see post
why can't I add the sephora birthday gift to my order?
I am not getting the option to add my birthday gift to my cart this year. Can anyone advise? Birthday 22nd March
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I am unable to add the birthday gift as well. Can a CS add it to my online cart, please? i am also unable to start a thread anywhere in forums from my iPad at the momen... 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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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
Epic Rewards No Response
I wrote to on August 20, and received an auto-response that night saying they were looking into every case and I should expect a response by September 1st.    It's now August 31st 3:20 pm ET, and still no response. I have to say I'm pretty disappointed, because I did say in my email I would've still purchased all my things at Sephora, but I moved up my purchases to coincide with the points event, and use them for the epic rewards.   Could someone please get back to me?
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Nea312 / NEWCOMER / replied
I sent an email on August 12th and was told  I would have a response by sept 1st. i have received 2 automatic responses.  Frustrated VIB Rouge client!!!! 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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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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Beauty Insider Card in Passbook for iPhone
You can now add your Beauty Insider card to Passbook on iPhone! We're excited to try the new features - how about you?       Passbook FAQ Q: What is Passbook? What all can it do? A: Passbook for iPhone and iPod touch is a feature of Apple iOS 6. Passbook has a variety of passes including gift cards, loyalty program cards, coupons, airline boarding passes, and event tickets. See for more info. Add your Sephora Beauty Insider card to Passbook to earn and redeem points in store, instantly view your Beauty Insider point balance and receive notifications about qualifying rewards. Add your Sephora gift cards to Passbook to easily store your gift card information on your mobile device. As you use your gift card, the balance will be updated to reflect your current balance.   Q: How can I add my Beauty Insider card to Passbook? A: Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    From the Sephora To Go App for iPhonehttp:// or, tap the top Passbook banner on the home screen or tap the bottom Passbook banner in any Sephora email. 3.    Sign in or sign up to be a Beauty Insider. 4.    Follow the steps to add your Beauty Insider card to Passbook. Now you can easily access your Beauty Insider card and view your real-time Beauty Insider points in store, plus see upcoming perks and benefits on your iPhone.   Q: I don’t know if I am a Beauty Insider. How can I get an account? A: Go to and follow the steps to sign up.   Q: I have added my Beauty Insider card to Passbook, and I have made a purchase, but I don't see the points updating. How do I get my points to update? A: Click on the link or banner on the back of the Beauty Insider pass, then sign in.   Sign in to Sephora to Go App for iPhone or to trigger your points balance to update.   Q: How can I add my Gift Card or eGift Card to Passbook? (eGift Certificates cannot be added to Passbook.) A: First, Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    Follow the instructions to upgrade to iOS 6 Once you have iOS 6, you can add any physical Sephora Gift Card or eGift Card with a 16-digit gift card number and 8-digit PIN to Passbook.  1.    Get Sephora to Go App for iPhone or, and select “eGift Card” from the home screen.  2.    Select “Add Now.” 3.    Enter the Card Number and PIN from your gift card.  4.    Enter your valid email address.  5.    Select “Add to Passbook” when your gift card is validated. 6.    Select “Add” in the upper right corner to set up your eGift Card in Passbook when the Passbook preview of your gift card is displayed. 7.    Exit the Sephora to Go app and open Passbook to view your Sephora Gift Card in Passbook   Q: I have added my Gift Card to Passbook, and I have made a purchase, but I don't see the balance updating. How do I get my points to update? A: Flip the Gift Card pass and drag down on the card to refresh your gift card balance.   Q: Can I add a plastic Sephora gift card to Passbook? A: Yes, you can add physical Sephora gift cards and any eGift Card with a 16-digit gift card number and an 8-digit PIN to Passbook.    Q: Can multiple people save the same gift card to their Passbook? A: Yes, the same gift card can be saved to Passbook on different phones. Note: Your gift cards have cash value and should be safeguarded as such.   Q: I want to purchase a Sephora Gift Card that can be added to Passbook. How can I do that?  A: You can purchase an eGift Card that can be used in store, online and via mobile from the Sephora to Go App for iPhone or 1.    Tap the eGift link from the home page of the Sephora to Go App for iPhone or 2.    Select the gift card design, amount, write a message (optional), then provide your gift recipient’s email address to email the eGift Card. 3.    When the recipient receives their gift, there will be an option to Add the eGift to Passbook. 4.    Tap “Add to Passbook” to easily view your current gift card balance and use in store, online and via mobile. Note: Sephora Gift Cards, eGift Cards and eGift Certificates have no expiration date, cannot be redeemed or exchanged for cash and are only available for merchandise purchases within the United States or Canada (in store only).   Learn more>    
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ItsGabs19 / NEWCOMER / replied
I recently became a VIB. My Beauty Insider will NOT add to Passbook. I have also tried shutting down and rebooting my phone, deleting and re-downloading the app and si... see post
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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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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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