So I just placed an order for one of the $10 dealtopia items and got my email confirmation as usual. Then about 5 minutes later I received another email saying my order had been cancelled. I thought that it was maybe because they ran out of stock so I checked the website and the product was still available. I then called Sephora and spoke to a representative who told me it was cancelled because I violated their terms/conditions, but he couldn't tell me how!? All he said was that the terms/conditions were listed on their website for reference and that he was going to fill out some paperwork and have a solutions team member contact me within 24-48 hrs to discuss it further. I told him that I really needed the order placed now and was worried that the item would be all sold out by the time someone called me. He then told me that he would place another order for me so I could get the product, which I'm grateful for, but then why cancel my original order in the first place??? And what terms/conditions could I have possibly violated by placing an order for one item? And I also don't understand how you can tell someone something like that but not be able to tell them the reason why??? I don't know, I'm just so frustrated and confused by this I am a Rouge so I spend tons of money at Sephora and I just don't understand what's going on?? Has anyone had a similar experience? Any input would be appreciated! Thank you!
So I still haven't received an email with my gift card. So I called the Rouge line, and the guy I spoke with was very nice and apologetic (at least that's good), but he told me that my email address WASNT EVEN IN THE SYSTEM to receive this offer!!! What the heck?! I spend crazy amounts of money at Sephora, I dropped at least $1000 on VIB sale alone this year, and this is the service I get??!!! Really Sephora? You can't even keep your email system current and up to date??? I was told to call in when I'm ready to place the order and do it over the phone. This means I can't use my ebates account and get an additional cashback. It also means that I have to take the time out of MY work day to call and stay on hold for hell knows how long to get the stuff I already have in my cart, 2 clicks away from check out.... I am just so utterly disappointed in the level of service I get for spending this amount of money at your store ... Get your act together Sephora!! If I don't get the gift card by tomorrow morning, I will sure as hell take my business elsewhere and will make sure to tell everyone I know to stay away from you as well!!!! My lovely BT'ers, I apologize for this rant, but I just had to vent, I'm just so so upset right now...
Wow, what a nightmare I had today at the Pacific Centre store. If you have been following this thread, you know I spoke with VIB customer service as I had yet to recieve my $20GC with purchase email. She told me no problem, just bring my Sephora card to the store and I will get the credit when I pay. They will be able to look it up, they promised. After spending 2 hours carefully picking out my items I went to cash and presented my card. I even had my provincial ID handy in case there were any problems. The cashier could not find me by using my card in the system and asked me repeatedly (i am talking 5 times) for my email address. I am considered a clear speaker. I even wrote it down for her. I told them about confirming with the VIB line and was told again (by a manager maybe?) That they couldn't find me in the system and how long had I been a VIB? I told her at least since 2009. I even showed her on my iphone that I had VIB status. She then phoned the VIB line and they told me I had to make an online order. I said that was not acceptable as I wanted to wear the lipgloss I had chosen at a special event that night. She said she was soooo sorry but that was the only thing I could do. I told her I did not want to have to pay for shipping and was told i would have to! Finally the one who I think is the manager said she would give me a customer concession of $20 off my purchase. Why she did not do this in the first place I do not know. But I thanked her for her kindness. She then explained that only certain VIB members get sent the GC email! Only the ones they care about? I got home and found out the SA had given me a gold eyeshadow when I wanted plum! I dread going back to the store. I am on my way now and i really hope they put the right one on hold as I asked.
I tried to make a purchase with my $20 for $50 gift card today and it appears I can only enter it as a promo code, not a gift certificate because "Canadian gift certificates are not being redeemed at this time." What gives? I know in America, it's a giftcard so that another of the awesome holiday promos can be used. Is this going to change before Dec 16th?
Okay, so I just got off the phone with both UPS and Sephora CS, respectively. UPS told me that I shouldn't have to sit here on my only day off this week waiting for my package to be delivered and told me that if I called Sephora and asked for a refund on my shipping they would be more than happy to work with Sephora to get me a refund. I talked to Sephora CS and they told me that UPS delivers 3-4 business days. I told the lady that what UPS told me and she argued that they don't ship on the weekends, so even though my shipping day was a Saturday and it's now Thursday, that it's perfectly acceptable. UPS even disagreed with that. Why is Sephora denying something that even the shipping company says is their fault and that I'm entitled to have that money back? Yes, it's only 5.95, but it's still something that I paid for and didn't get. All she said was she would make a note on the account. What does that even mean? Is she making a note that I'm a nasty customer for wanting my shipping refunded? Or, that She's playing tic tac toe and losing? I have no idea and she rushed me off the phone right after that.
Hi Sephora, I am experiencing problem when trying to purchase recently. First purchase in September which is two months ago works well with just one try. Then yesterday and today i tried 5 times re-ordering, but still receiving this "For your own security and protection, we have cancelled your order because we were unable to confirm your payment information". This is so disappointing. Please advised ! I am using exactly same shipping and billing info like what i did it two months ago.
Hi! I signed up online but not in a store and I spend more than $350 totally. I did use beauty insider card in passbook to get the point and i got the point. Is that mean when I shopped in a store, I used the same account? Can I be a VIB? If yes, why am I not yet? What else should I do to solve my problem? There is no beauty insider card number shown in passbook, but my email address.
I tried to contact the customer services regarding my email address and mailing address since I have never received any promotion notice and event mail so far. Never! What's wrong with your member system?? I updated every information with my account but still not receive any news. There is no mail for $20 off $50 gift card sent to me this time! can anyone help???
I've seen a few people in other forums complaining about getting banned from online shopping at Sephora. I've also noticed that the mods on here are fastidious about removing links to these other forums. Since I've seen the customers' side of the story, what's Sephora's official stance on banning Rouge members from online shopping? It'd be nice to know in advance what kind of purchases can get you banned from shopping online so that other Rouge members can avoid those pitfalls. Thanks.
I am wondering when my points will update after my in store purchase. I spent over $600 on Tuesday and a few $100's a couple weeks before that. They gave me my VIB Rouge card in the store but no points have updated online. I should have well over 1000 points but I only have 352. I would like to make a large order today but do not want to order until it is updated. Could someone please help me fix this asap? It would be much appreciated!
My VIB dollars to renewal (most importantly) are not going down with my purchases. I placed an order, it shipped, and it did not adjust at all. I am trying to get to my renewal amount, so this isn't helping. The points are minimal to me, no big deal. Also is there anyway to use the VIB holiday code with a separate eGift card that is through Groupon? Thanks in advance!
As I mentioned, I forgot to put promo code on the $20 gift card order(Order #: 2672021512).This promo code can only be applied with the $20 gift card order, and the CS told me that once my order has been cancelled, the gift card cannot be reapplied( So I cannot cancel my order if I wan this $20 off). Is that means I missed this special rouge gift?
So, I finally got my BI gift card from Sephora via email. I added a bunch of stuff to my basket, only to get to check out to see that I can only use ONE gift card. I wanted to use another gift card that I got as an early birthday gift, but I can't? WHAT is this?!?!?! Last year, I was able to use up to two per transaction. Why has this changed?
Hi I'm a Canadian VIB rouge and I didn't receive any emails with the promotion code, (I didn't receive the black Friday deal either) and I saw lots of people saying that they had already received and redeemed the codes. Can anyone help me with this?
I am a VIB Rouge and I get unlimited access to the beauty studio. If I am there for one trip and have another person with me, can we both get free access or would the other person have to make a minimum purchase of $50?
Has anyone else experienced this? I placed 3 orders and got several of the murad dark spot correctors...I used 300 of my points for these...and I received them in the mail today and printed on all the bottles and boxes I saw the expiration date was 12/13. I thought it was kind of disappointing to receive this and have them basically expiring this month. I figure they will still be good to use, just their potency will be reduced...and I need them to be as potent as possible!! lol Has anyone else run into this with a point perk or full size product? Should I contact the rouge concierge line?