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Customer Service
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StephanieSun
Unsuccessful Authorization
I placed an order yesterday and got an email today saying that my order is cancelled, and it says " Unsuccessful Authorization " on the payment status.  I have used this credit card for online shopping multiple times before and it never happened. So could anyone help me please?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I would try the order again- if it still does not go through you should contact us by phone. It's possible we may just not be able to verify the information and will n... see post
fatimamummy
Are they gone forever?
Can any of the MODS tell us if there is any chance for these products to come back in stock or they are gone forever. Thanks   1: cheers to FAB ( First Aid Beauty) 2: ABH Tamanna palette 3: Too faced melted kisses 4:  L'OCCITANE L'Amour Shea Butter Travel kit    
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
Thanks Diana.  see post
blackunicorn
Returning something shouldn't take 15 minutes.
Hello Sephora,  one of the things that I like so much about Sephora is that I can (usually) return any item, no question asked. I never return anything that has been opened, but I buy a lot of gift at Sephora so it's good to know that if it doesn't work, I can return it.   Fast forward to yesterday. I had to return two items, Benefit 3 Scoops O' Sexy and a Sephora Sharpener. Both items are in their original packaging, never been opened. The first item was for a gift, I sadly didn't receive it on time, and the second item I though I could sharpen smaller pencils with it, but I couldn't. So I went to the store in Dix30, to return the items.   First SA tried to help be but she wasn't familiar with returning items ordered online so she called her manager. I'm not sure it was the manager though. She first asked me a lot of details about why I wanted to return the items, and tried to convinced me to keep them. She then told me that that my online receipt was no good, because it didn't have a price on it (it's the receipt that comes taped to the box, they never have price and it's the only physical receipt that I get, except for the one that they send me by email.), so I gave her my rouge card so that she could look it up in my order history, but she couldn't be bothered.  Also, she said it was really complicated to make a refund because I had ordered from the US website, not the canadian one. And she argued with me that I had to go to the canadian online store next time. I tried to explain to her that there was no such thing a canadian website, it's the same, except you can switch the pricing, she didn't get it and was still arguing with me. I know that I am right about this. Then, the box (Benefit item) has the US price on it (the store had the Canadian price on the box), so she told me that she would refund me the US price ($42), because that's what I paid, not the Canadian price ($50), because I had ordered from the "US" website. I had to argue, again, that I had paid the canadian price, + taxes and duties, so please, can you look up my receipt with the price on it so that you can refund me the correct amount? I had to dig the receipt into my inbox to show her. I shouldn't have to do that. Once again, I know I was right. Last thing, she said they can't do refund anymore and that she would give me a store credit. I had bought the items maybe 10 days ago, had received it the day before and they were brand new, never been open, in intact packaging. So no, I don't want a store credit. Had to argue one more time.   Oh, and one more thing. That one is not her fault though. They didn't have the BareMinerals sample for Rouge and VIBs, even though I received the email 2 days prior to that. Bummer. It's always like that. How in the world, do I know more about Sephora's website and its return policy? If returning an item is going to be like that from now on, I'm out. And why do the staff has to argue with me? Can't they just look it up or ask someone else if they don't know?   That was rude, impolite and seriously ridiculous.    Bye.
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blackunicorn
BEAUTY GURU blackunicorn / BEAUTY GURU BEAUTY GURU / replied
Thank you Diana, it's the store in Brossard, Québec, Canada. You could also let them know that I was in the store for half an hour after the event, wanting to purchase a... see post
carrieloulou
Cannot receive private messages
Mine have been turned on since the beginning.  I tried turning them off, logging out, logging back in and turning them on.  At that point I PM'd a mod.  But never got a response.  Still can't receive PMs.    I tried using another post to get assistance but it's been ignored.   Thank you!
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carrieloulou
BEAUTY GURU carrieloulou / BEAUTY GURU BEAUTY GURU / replied
Thank you so much!  I mean, I'll live if it can't be resolved, but it's nice to know you're on the case!  see post
meanreds
Too Faced Everything Nice
I just tried to purchase the Everything Nice palette because I didn't want to risk it going out of stock if I waited for the sale, and it's already OOS!!! Please tell me I didn't wait too long, will Sephora get more in stock?  The closest store is about 2 hours away, so I get 90% of my Sephora purchases online.  
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ronilene
ronilene / NEWCOMER / replied
I also wanted to purchase this. As a holiday item, I anticipated we would at least have until November 1 to buy it!  Is there a way to be put on a wait list for this? see post
JessieYang
unsuccessful authorization
I placed an order on 20-Oct,   I had no problem checking out and everything went smoothly. I got a confirmation email telling me that my order had gone through, and the money have been taken on from my credit card. But 2 days passed I haven't receive the shipping email,  therefore I logged in to check the order status, and found that it says unsuccessful authorization. Pls check where's the problem, because the billing address is correct and I use in all other online shop it works.   Pls help me to slove this. Thanks for your kindly help.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cami0302,    We need you to call in at 877-SEPHORA to verify the information on your card with your shipping and billing so we can process your order. Thanks!  see post
hackneyfl
Customer Service ... Sephora ... Realyl!?!?!?!?
I just received order 3166259*** which I had ordered item: 1623685 in shade: I736 MUFE shadow and only thing in the box was my 3 samples and NOT the shadow!!! I guess I should be thankful that I got my samples as I never get them all. After calling the Rouge Hotline and being put on hold for 10 minutes!!! Yes, 10 minutes while they looked into this matter the girl came back online and ask me if I was sure that it wasn't in the box, yes, I am sure it isn't in there, if it was I wouldn't be calling. She then tells me that someone would have to get back to me as they needed to call the warehouse to see what happened!!! Is this Sephora's practice that if an item is missing that they need to call you back? Believe me if I was trying to get over Sephora by getting a dup of a product it sure wouldn't be a 21.00 shadow (that I might mention that I waited about a month for it to come back into stock)!!!
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hackneyfl
HALL OF FAMER hackneyfl / HALL OF FAMER HALL OF FAMER / replied
If our agents are unable to get the information right away ...   Get what information? I had an order ... item missing ... what other information? Doesn't matter to m... see post
Luxx22
Missing item from my Order (Canada)
I ordered a palette from Sephora, and it was never included with my order - I'm located in Canada, I called the CSR and said they were refunding me, but I have not seen any updates or an email regarding them refunding me...is my refund processing?
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Luxx22
SPECIAL GUEST Luxx22 / SPECIAL GUEST SPECIAL GUEST / replied
ok thank you :) see post
Val75
Could a mod please PM me please?
I need your help with my order 3038446412
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Val, I'll send you a message.  For future reference, you can always send a moderator a message at any time if you need to speak to us privately. :) -Laura see post
cami0302
Unsuccessful Authorization. What does it mean?
hello, i made an online order yesterday but the current status is: Unsuccessful Authorization. What does it mean? i call my bank and the payment went through so i don't understand what the problem could be. Thank you Camilla
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Camilla,    I just replied to your other comment! We need you to call us at 1-877-SEPHORA so we can verify the information on your card as well as your shipping t... see post
kbmatthews
BI points - Canadian online purchases
Could a mod please PM me please? Looking for a solution to update my points since they've been calculated in USD not CDN, and I've gone though my purchases to figure out the difference I'm missing.   Thanks!
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SiteNo8
BEAUTY MAVEN SiteNo8 / BEAUTY MAVEN BEAUTY MAVEN / replied
Thank you.  see post
melissaX
emal
Could you tell me the email address about Sephora store at Garden State?thank you
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi melissaX,   We do not have a specific email address for our store locations. You can always call the store. For the store's telephone number, please visit the sto... see post
Dairacas36
how can I link my VIB card to my online account ?
dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Dairacas36, I'll send you a private message to help as this is something you need one of us moderators to do :)  see post
Koofa
Can we PLEASE consider letting us use multiple coupon codes + multiple gift cards?
I know this topic has been brought up already, but with F&F & all the other Beauty Insider discounts coming up this holiday season, I'm starting to feel some kind of way.. Are our voices being heard? If not, where can I go to make these suggestions?   I don't think it's fair that we can only use 1 promo code per order. I want to be able to use discount codes along with promo codes for other beauty treats. I don't want to have to make a decision between the two. I think we should be allowed at least 3.   Also, gift cards. I don't understand why we can't use more than one per order. I get several gift cards from different apps that I use, surveys I take, etc. I don't understand why we're limited to only one. I know we have the option of calling in and doing it over the phone (or so I've heard), but I like to earn points with ebates, swagbucks, etc. for my online purchases, so that kind of defeats my whole purpose.   Can someone tell me if they're at least considering these things? I know people have been complaining about it for forever. Seems Sephora is so behind the times when it comes to these issues.
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sjpayne
BEAUTY GURU sjpayne / BEAUTY GURU BEAUTY GURU / replied
You may not have the issues I had.  It may have been coincidence, it may have been because I've done it before.  I posted my experience in part to vent, and in part to ... see post
JLNGO
Return without Receipt
Hi, I received double of face creams on my birthday, and a gift-box set all from Sephora on my birthday this week. I decided to return one face cream and the gift box. The value in total was $130 ($60 + $70). I went to Sephora yesterday morning, and the only thing I was seeking was a replacement head for my Clarisonic, which was $30. I asked the girl at the counter if I can swap it, and she told me that there was a difference, and I still had $100. I told her I did not want to purchase anything, because I got a lot of beauty care for my birthday. She told me she could not process the transaction because I MUST purchase something in order for it to go through. I asked her if I could get credit, she said with the "new policy" that was in effect in September, she could not do it. I told her I did not want to splurge $100 on just 'whatever' just to get rid of it. I shop at Sephora, but very rarely (I have a total of 950 beauty points starting from 2010, a span of 4 years, so I do not shop a lot there). I only shop at Sephora when I really run out of something, and I make sure I use up all my product before I purchase a new product. She told me she will process the $60 return (giftbox) for the Clarisonic head ($30, which I had to get another one to even it out ot $60), and for the other item ($70), she told me to hold onto it and whenever I need something at Sephora, come back and return it since gift receipts don't expire. I told her I probably won't be purchasing something from 6 months to 1 year, as you can tell from my purchase history, and she said that is fine. I explained to her that having this item in my room rotting for a year, when someone who needs it could have purchased it makes no sense. She kept assuring me that it is okay but it made no sense for me. Can someone confirm to me that there is a new "return policy" that does not issue store credit? And do gift receipts really do not expire? I mean, she is right, I can come back in one year with my gift set and gift receipt and she will happily accept my return... but I mean, I hope they do not re-sell that item. Sorry for the long post, hope someone can clarify this.   I forgot to mention I am from Toronto, ON.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JLNGO,    With the new return policy in our Canadian stores they would give you a store credit back, however I am not 100% sure of the specifics. Since your retur... see post
Justine321
I've spent over 350$ this year, why does my status say I'm still a Beauty Insider?
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Justine321,   I can look into this for you. I am going to send you a private message to get a little more information from you. :)  see post
claudia2870
Would like to know how to link my vib rouge card to my online sephora account:
If anyone could help me with that I would truly appreciate it!   All the best,   Claudia Spoiler (Highlight to read)    
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi claudia2870 -   I'll send you a message now to get additional information from you to link up your accounts! see post
unblownkisses
PTR 24K Gold Mask?
Is the mask going to be sold individually any time in the near future?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Looks like there are no plans for us to have it individually for awhile- but I recommend buying the whole set now if it is still available! :)  see post
haleykaym
Can someone help me with linking my VIB card to my online account?
Thank you!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haleykaym!   I can assist you with this! I am going to send you a private message to help!  see post
haleykaym
I have a VIB card and I'd like to be able to link it to my online profile, how do I do this?
If someone could tell me how, that would be great, thank you!
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haleykaym,    I'll send you a PM to help!  see post
tdotgirl01
Points and beauty bag
Hi there, I recently made a purchase at sq 1's sephora. I returned my smash box contouring set and got the lancome blush subtle palette as well as a make up forever lipstick. This was on Friday October 17th, 2014 and it has not updated. Just curious when I can expect both the bag and the points will be updated. I did give my beauty insider card at checkout. I paid an addition $19 as a difference. Your help is appreciated. Thanks in advance.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh goodness, sorry! I meant to say I'll be sending you a private message with more info. :) Please check your messages when you have a free moment!  see post
Rebecca0405
Kat Von D. Lock It Foundation in Shade Light 42?
Not trying to be redundant here but does anyone have any updates on when Shade Light 42 will actually be back in stock, any definite date yet? Already signed up for the email notification, just hoping to get a specific date if available.   Thank you in advance for any feedback available.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rebecca0405,   We currently do not have any updates yet:( We're sorry for the delay and inconvenience.  see post
RachelDW
Someone Using My Points
I've noticed on my account that someone has been redeeming my points and using my account in stores I have never been to. I have only shopped in the Knoxville, Tn stores or online, and like to save up my points for larger gifts. Is there any way I can try to get this looked in to?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RachelDW,   I'll send you a message now to look into this! see post
kenzie018
combining points?
Hi, I was wondering how to transfer points from one of my accounts to the other?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@ loveofmakeup111 -   I'll send you a message now to link up your accounts! see post
adriana1215
Damaged product, great rouge customer service, used promo code
I ordered the Bare Minerals Main Attraction set for my sister since she loves their products. It comes in a little vanity box with a mirror. The mirror on mine was completely shattered. Luckily it had tape covering it or the makeup items might have been damaged as well.   it was my first time calling the Rouge customer service line. I was surprised at how quickly my call was answered. The rep was able to offer a reshipment of a new set and explained how I could send back the one I have.    I thought about what I've read here lately about Rouge members wanting to feel more special and receive more bonus items, and how Sephora staff has instructed us to ask for extra things.    So I crossed my fingers and asked if I could add the ROUGEDIOR deluxe sample palette to my replacement shipment. She said yes! I was very surprised and glad I made a request!    Thankfully I'm waiting to give this as a Christmas gift and don't need it immediately. I'm excited to have the mini Dior item for my trouble. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi adriana1215! I'm sorry your order arrived like that but that definitely was nice of them to include the deluxe sample.  Please do keep in mind that it is not somethin... see post
CWu717
Bliss Fabulous Foaming Face Wash
Hi, I was wondering if the Bliss Fabulous Foaming Face Wash was available in the large size (15.5oz)? The biggest one I see online is 6.7oz. I am currently using the 15.5oz & was hoping it would still be available.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CQu717-   I checked our inventory and the size is no longer available and we do not have any scheduled delivery dates to replenish that size!:( I hope that this i... see post
Ang3licdejen
Ordered From Sephora- Item Missing
I recently ordered from Sephora. I just received my parcel. There are two mistakes: 1. They sent me the wrong color for an item 2. I am missing one item from my order.   Please advise how to handle the 2nd part as they never shipped the item yet its on the packing list.  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! I'm sorry about that! I'm sending you a private message to help.    Cheers!  Kevin  see post
beautylove27
If I never received my birthday gift from Sephor's,if I go to a store 6months later?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beautylove27! If you were unable to redeem your gift, the store may be able to help! Go ahead and give them a quick call or just ask them the next time you are in the... see post
helena999
I ordered online, then I find the taxes are overcharged and my points are missing
It's shipping to Ontario Canada and should be 13% taxes, which should be C$9.88 instead of C$12.18. Also I only got 62 points for my C$76 purchase.   Can anyone help me solve the two problems above? Thanks.     
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SiteNo8
BEAUTY MAVEN SiteNo8 / BEAUTY MAVEN BEAUTY MAVEN / replied
The problem seems like the system is set up in US dollars, and only uses the product values from the U.S. website to calculate points. On the U.S. site, the Beauty Unmas... see post
audreyness
Deactivation.
Hellllo! I just wanted help deactivating my sephora account, because I already have another one. Thanks!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi audreyness! I can help with that. I'm sending you a private message with more details.    Cheers!  Kevin  see post