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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
HOW DOES SEPHORA GENERALLY MANAGE ITEMS WHICH ARE DISCONTINUED AND NO LONGER ON THE SITE
Approximately  a week ago I purchased an item to try out . I am pretty new to Sephora so I was not aware that the price was such a good deal . After trying the product and doing as little research I decided to go back and get a few more of the skin care sets .  They are limited edition sets and were ringing up at 18$ . When returning to the store they were ringing at $35 , so I decided to wait and check online . The item is no longer available online at all. It does not even show up . I can see it when I click on my online list of purchases but the link is dead . It seems to be discontinued , and I have called allover the various Sephora stores nearby to try and see if it is also ringing up at the higher price but no one has this item .  My question is >>  what is the usual procedure for Sephora when an item is discontinued  , and was previously listed as  being on a clearance type price then suddenly drops off the face of the earth but pops back to the original price . ??
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tstorm,   I have seen situations where items are temporarily on sale and when they become available again the price may shift back to the original price. What ite... see post
purchase not showing
Hi, i bought 6 things at the sephora retail store, and 2 of them are not showing on my account, what should i do?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emma93,   I would be happy to help you out with this! I'm going to send you a private message so I can assist you :) see post
Forgot to swipe VIB card
I recently made a purchase at a Sephora and the cashier forgot to swipe my VIB card. Is it possible to still obtain the beauty insider points if I have kept my receipt?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ferraroc! I can help with that! I am sending you a private message with more details.    Cheers,  Kevin  see post
concealers
hi i need helppppp. i currently use biscuit in nars concealer, what would be the equivalent to urban decay's concealer?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi daynegirl,   If you are currently wearing Biscuit in the NARS concealer, then I would recommend  Medium Light Neutral in Urban Decay's  Naked Skin Weightless Comp... see post
Return Policy?
I have used the tarte Best In Faux Lash Extending Fibers. I have had it maybe 2 weeks ago. Whenever I use this product my eyes burn and get super red. Can I take this product back? I have the box but it is opened. I also ordered online and don't know where the package sheet is (most likely thrown away). What can I do?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kgtbug,   I am sorry that you had an allergic reaction to the Tarte Best In Faux Lash Extending Fibers. You can definitely send the item back to our Distribution ... see post
Bobbi Brown return to SiJP?
Recently ordered a Bobbi Brown eyeshadow, swatched it, didn't love it and was wondering if I could return it to a SiJP even though it was purchased online and they don't carry Bobbi Brown?
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BEAUTY BUFF agd000 / BEAUTY BUFF BEAUTY BUFF / replied
Unfortunately, they wouldn't take the eyeshadow back since they don't carry it. I'll have to go to my free standing store. see post
Return Policy
I bought a blush a couple of years ago used it once and didn't like the color so I never use it. Can I still return it or exchange for a different color?
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SCENE QUEEN stephloveschris / SCENE QUEEN SCENE QUEEN / replied
Thank you I will call the store! see post
Clarisonic warranty for Canadians
So I bought my Clarisonic Mia 2 in April 2014 and now its broken. The on/off button doesnt seem to be working properly...when I press it it doesnt turn on and sometimes it would turn on automatically when its laying around undisturbed...also it keeps vibrating when I charge it. I bought mines at Sephora and did register it on the Clarisonic website. I called the Canadian Clarisonic toll free number to open a claim and was told to try charging it continuously for 24 hrs to see if it would fix the problem...it didnt.    I'll be calling them again tomorrow but I'm just wondering if any Canadians have had any success in getting a replacement for their Clarisonic of if I will be getting the runaround. 
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh no! I will send you a private message with more information for you on the warranty!  see post
Missing Points from SiJCP purchase
I made a $20 purchase on 1/26/15 at my local SiJCP, and the transaction shows up on my Purchases page, but the points aren't showing up. Any help?
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LCResz, I can assist you with this! I'll send you a private message now! :)  see post
BIRTHDAY CHANGE
When I was entering my Birthday information I accidentaly put in April 8th instead of February 8th.  I can't find the place to change it. Is there any way to fix my mistake?
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jiayin1987, please allow 24-48 hours for this update to take in effect. :) see post
If I am an nw 20 in mac with red undertones what Giorgio Armani luminous silk should I use.
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aaday,   Based on the shade that you currently wear, I recommend shade number 3. It is formulated for light skin with beige undertones!   http://www.sephora.c... see post
missing points
Hi, I have a beauty insider account and upon figuring out in store (a store associate told me) that I have two accounts somehow (no wonder my points didn't seem to grow and most of my purchases were not being counted) I called the customer service line. First dealt with rude rep and then called back and all they could do was "link" my accounts and add my latest purchase which I still had the receipt for (which wasn't showing up). She went ahead and linked and added my last purchase (and told me that some other person was linked to my account, which meant they had probably used my points). Now I just spent close to $200 and it's not appearing AGAIN. Not sure what is going on but I know I should have waaaay more than 300 points in the last year. Something isn't adding up. help!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi juliana229,   I am going to send you a private message to assist you further with this. :)  see post
Q. Soap & Glory's Face Soap And Clarity™ Vitamin C Facial Wash
When do you think Soap & Glory's Face Soap And Clarity™ Vitamin C Facial Wash will be back in stock?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Katrina10212,   Soap and Glory's Face Soap And Clarity™ Vitamin C Facial Wash will be back in stock in the next week or so. I recommend signing up to receive an i... see post
I am trying to place a order with a gift card i got for my birthday but it says its invalid why?
Im I typing it in wrong? I just got it yesterday
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Vanillabby14! What type of gift card are you using? It is a physical card from a Sephora store or an e-gift? If you're having trouble placing your order, the fastest ... see post
Exchange?
I had bought the ABH Contour Kit close to a year ago now I think, or whenever it came out, and it just doesnt work for me. I cant seem to find the receipt for it but I was wondering if I can do an exchange?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi newsmrsleblanc,   I'm sorry to hear that the contour kit didn't work out! Sephora.com does not accept returns after 90 days. If you purchased this item from a sto... see post
Point not added to accoutn
I received gifts from Sephora for Christmas. My mother called to place the orders and was told that the beauty points could be added to my account if she wanted, she said yes. However, they have not been added to my account. My mother doesnt seem to have the receipt anymore either, so I am not sure what to do about this mix up. Again, during the purchasing of the products, my mother was told the points would be added to my account, and they were not. Is there anything that can be done?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JayDeg,   I'm going to go ahead and send you a private message so I can assist you further with this! Thanks :) see post
How to opt out of review emails?
How can I opt out of these without opting out of all emails? I am spammed with these all the time but would like to continue receiving promo emails.   Additionally, I've written 4-5 reviews... NONE of which were approved (which blows my mind as they have ranged from 1 star to 5 star) and I'd rather contribute my reviews to a website that isn't obsessed with censoring 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi totaldebmove,   I am sorry that so many of your reviews have been rejected. I will definitely look into this for you.   As far as I know, there is not a way t... see post
i made an in-store purchase today and forgot to use my beauty insider card.
 can i redeem my points?
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cbrague, I can assist you with your points! I will send you a private message now! :) see post
AmorePacific in Ottawa stores?
Hi, I recently placed an order, but I think I made a mistake on the foundation regarding my skin color. It is an AmorePacific foundation. I was wondering if the Sephora stores in Ottawa have the AmorePacific products on their stores so I can go by myself and choose the right foundation for me. Thank you! 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Imidb,   We recommend contacting your local Sephora in Ottawa directly to confirm if they carry this product as each store has different inventory and availabilit... see post
returning products
             If i do not like a product, can i exchange/return it, even though i don't have a receipt and the box is open? 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lovesephora1888! Store returns are to the discretion of the store director but, generally, lightly used items without a receipt are fine.  Please contact your local s... see post
shipping location
 Hi, is it possible to order from sephora and then ship it to Myus or Worldship ?? i ordered few days ago and then it got cancelled because they said they are unable to ship to this location. so what is the best way to order here and then ship it internationally??
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi linatayeb,   We regret that we are unable to ship to a freight forwarding address as it is associated to multiple people. We apologize for the inconvenience!   ... see post
2X points for skincare purchases
When will I receive my double points for my skincare purchases? Thanks
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bethbigdog,   I'd be happy to help you out with this! I'm going to send you a private message so I can assist you with this!  see post
Philosophy Renewed Hope #SephoraSweeps
Help us celebrate the launch of philosophy Renewed Hope! To announce this amazing new skincare line, on January 15, one lucky Sephora Twitter follower will win an incredible prize package: a skincare bundle of seven amazing philosophy products, including Renewed Hope moisturizer and eye cream, valued at $350.   To enter for a chance to win, make sure you following @Sephora on Twitter. Between January 14, 12pm PST and January 15, 12pm PST, tweet the following sentence and fill in the blank: “Hey @Sephora, _______ gives me hope in the new year #SephoraSweeps”.  Don’t forget to include #SephoraSweeps in your tweet!   All valid entries received within the 24-hour sweeps entry period are eligible to win. The winner will be selected at random from the pool of correct entries. Watch your Twitter feed on January 14–15 for updates.  
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starrkari / RISING STAR / replied
Unfortunately I just started Tweeting and getting into the whole "Blogging" thing. I wish I would have scene this giveaway sooner. i love Philosophy products and sure co... see post
Bite Lipstick
Why is my order showing the bite lipstick in different colors like pepper and shiraz? I ordered dusty rose and soft plum?  Thank you
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dmscarlett,   Those are just the names for the different shades, but shiraz is the soft plum shade and pepper is the dusty rose color. As long as these are the sh... see post
Available in Nearest Store but not Online Question
There is a product I wanted to order from Sephora online but it is limited edition and sold out. I noticed that it is available in my nearest store...but that's over two hours away and I won't be able to go there any time soon. If I called my nearest store, would they ship it to me?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Doakie,   Stores are unable to ship out items that they have in their inventory, we apologize for the inconvenience. You can, however, call the store and request ... see post
I have two accounts, should be Rouge not VIB.
Hello, I was hoping this can get solved here. I already tried via e-mail and I was told it could take a minim of 2 weeks, but its gone over that time now and still haven't received a resolve.   I had less than $100 dollars left to spend to keep my Rouge status. But, when I came back to Canada, I lost my Rouge card somewhere in transit and had to get a new physical one in the store. BUT, I would have to connect the two accounts together, since they cannot use my current account to give me a new card. I spent $300 dollars and realized I didn't connect the two accounts together when I noticed my Rouge status was gone. I had completely forgot about that. So, I'm a Rouge that needed to connect her two accounts together to keep her status, forgot and is trying to get them connected to resolve the issue. Thank you in advance!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chizzi,   I will look into this for you and send you a private message regarding what I find. Please check your messages when you get a chance! see post
Gift Card Problem
I have a $50 Sephora Gift Card, and my total came up to $47.69. Why is it still asking for a credit/debit card?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Darknessxdes,   If your gift card is for greater than the amount of your order you should not need to apply a second form of payment. Is the merchandise total of ... see post
Money back guaranteed
i bought the glamglow and the lady said if you try it and dont like it you can bring it back and get your money back is this true
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi arianaansary, you can take back your product you purchased if you are unsatisfied within the return policy for a refund. see post