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Ciate #SephoraSweeps on Twitter
Spring break is upon us and Ciaté’s NEW makeup line is here to make it the best one yet!   Enter for a chance to win a prize package of 27 amazing items from their new collection. To enter for a chance to win, make sure you follow @Sephora on Twitter. Between March 25, 12pm PST through March 26, 12pm PST, tweet the following sentence and fill in the blank: “Hey @Sephora, I can’t do spring break w/o my ______ #SephoraSweeps”.   Don’t forget to include #SephoraSweeps in your tweet. All valid entries received within 24 hours from the start of our giveaway are eligible to win. The winner will be selected at random from the pool of correct entries. Watch your Twitter feed on March 25 through March 26 for updates.   See rules here>
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SCENE QUEEN spzk / SCENE QUEEN SCENE QUEEN / replied
Hey @Sephora, I can't do spring break w/o my benefit roller lash mascara! #SephoraSweeps see post
Rude!
Yesterday I went to the Sephora located in Hamilton Place Mall in Chattanooga, Tennessee. I want to clarify that I went to Sephora, not the Sephora in JCPenney's. I walked in with my sisters, and I was immediately greeted and handed a basket. I have been looking over Sephora's website and had a large number of items I wanted to purchase. I started to put products in my basket when a very large Sephora employee started to stand close to me and my sisters. I didn't think much of it at the time, I just kept shopping. However, this woman kept following me wherever I went, and it was quite frustrating having everyone in the store eye me down when many other people were in the store shopping at the same time. I was simply trying to shop in peace, but that wasn't possible with the pushy sales associate stalking my every move. I ended up spending only over one hundred dollars, a fraction of what I was planning on spending, but I couldn't continue to shop being disrespected in that manner. I don't know if this is how Sephora trains their employees, but if so I will no longer be a customer. I will simply buy my beauty products online directly from Benefit, Urban Decay, Bliss, etc... Shame on you, Sephora.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lynley, I'm sorry to hear of your experience! If you would like to file a formal complaint against the store, please let me know.    Regards,  Kevin  see post
Problems with my account
Why deos it say i have 0 points on my online account I just recently became a VIB too but it won't update any of my info 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cherie, It sounds like you have 2 accounts. I can link them for you. I will send you a message to get your info. :) -Laura see post
double charged
Hi, I literally just placed an order online and got billed twice, can a representative please help me resolve this
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FitWoman, I just responded to your private message! :) -Laura see post
unsuccessful authorization?
My order status is unsuccessful authorization? and I'm sure my billing address information is correct. What do I do???
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Alaaxx, as mentioned below, please give us a call at 1-877-737-4672.  A representative will be able to tell you why your order was cancelled and help you place a new ... see post
When will Sephora website restock the tartelette amazonian clay matte palette?
I am unable to travel to a physical store to get it and I did ask for an email alert, but I was just wondering how long it would take, given that it is quite a popular item. Thanks!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lillian11! The Tartelette Matte Palette will be back in stock within the next couple weeks.  Please make sure you are signed up to receive the in-stock notification e... see post
Online return hasn't processed yet?
Hello,   I need help with an online return that I made several weeks ago that still has not been processed, can an admin please PM me, thank you!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! Yes, I am sending you a private message to help.    Cheers,  Kevin  see post
Missing Order Products
I ordered the SEPHORA COLLECTION Get Into Shape Contour Custom Brow Kit and picked out my eyebrow pencil and when I received my order they never added in the eyebrow pencil! How do i go about getting it?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi thebeautybeat! I can help you with that. I am sending a private message with more details.  Cheers!  Kevin  see post
Living Proof PHD
Will Sephora ever carry the Living Proof Perfect Hair Day Shampoo/Conditioner in the larger bottles (i.e. 24 oz)? I adore this line and only Ulta has the larger bottle (but does not ship to Canada) or Amazon. I know there was a 24 oz available at Sephora for a different line within Living Proof but I have not seen PHD.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana,    It doesn't look like we will be carrying the larger sizes of the Living Proof Perfect Hair Day Shampoo and Conditioner. I apologize for the inconveni... see post
Unsuccessful Authorization order status
I've made an order online on Mar 22, but the order status is  Unsuccessful Authorization. Is that means my order couldn't process and I have to reorder again? 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JinC! If you are seeing an unsuccessful authorization on your account, you will not be charged for the order and will need to re-order. I am sending you a private mes... see post
SoaIs Soap & Glory being discontinued from Sephora?
All of the items from the Soap & Glory line is on sale.  Is Sephora planning on not carrying this brand in the future?
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BEAUTY CELEB AgataR / BEAUTY CELEB BEAUTY CELEB / replied
Yes they are being discontinued from Sephora. Check out the Soap and Glory website, " we’ll be moving away from Sephora and setting up shop at  BEAUTY.COM ,  SKINSTOR... see post
Makeover Survey?
I am trying to get to the makeover survey. I cannot find the link anywhere. Thanks! 
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sunnybunz,   I'm sending you a message to help! see post
I would like to place an order on the 26 March 2015. When can I expect delivery in Florida?
Hi there,   I reside in South Africa. My sister is arriving in Florida on Friday, the 27 March till the 01st April 2015.   I would like to place an order on the 26 March.   When will the package be delivered. How long does it take?   Will it arrive at her hotel by the 01 April 2015?   Thanks,   Michele Perumal    
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Michele,   Just to clarify things, Sephora.com is unable to ship to hotel addresses. There have been too many instances of orders getting lost when they ship to h... see post
I have two insider cards and I want to combine them
I have two insider cards and I want to combine them so all they points are on one card and under just one email address. How do I do this
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mimimai,   I would be happy to assist you with this! I'm going to send you a private message now so I can link up your accounts. Thanks! :) see post
CAD/US dollar points
Last year one of the admins kindly adjusted my points to reflect the Canadian dollar amount instead of the US, but it seems to have reset in the new year as I made an $80 ($90 after tax and duties) purchase and only got 74 points. Can one of the mods help me do this for 2015 please? thank you
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi greenteafueled,    I have added an additional 6 Beauty Insider points to your account for this purchase. Due to technical constraints, we are not able to manually... see post
aCharged twice for item
Hello, I recently went to sephora and made a purchase. I was looking at my receipt today and realized that they charged me twice for an item. Is there any way I can get my cash back?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vicsor,   Please contact the store directly regarding the double charge as they are the ones who will be able to reverse that charge if it was done in error. Than... see post
Returning 10 day Clinique kits
I purchased a 10 day CLINIQUE skincare set 2 weeks ago. I'm not impressed with the results. The 10 day supply of toner is empty, the cleanser is 1/2 full, and the full size moisturizer is almost full. Will sephora allow me to return the set in stores? I have the packaging and receipt.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lala1991,    I am sorry that the 10 Day Clinique Skincare set you purchased did not work out for you. Our stores do accept returns on lightly used items. Now that... see post
Is it authentic Urban decay?
Hi  My name is Kim Jihye Recently,I bought one Urban Decay Naked 1 pallet from Sephora.com  But I found something strange. The place of URBAN DECAY spells is different with the picture of Sephora.   Please look at these pictures that i attached. First one is my Naked pallet that I bought from Sephora.com and second one is the description picture of Sephora.com. I'm afraid it is fake one. Please explain why it's different.   Best wishes   Kim  
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SCENE QUEEN metz314 / SCENE QUEEN SCENE QUEEN / replied
I'm not sure if you checked my response or not. Could you ask it to Urban Decay directly for make sure?   see post
How can I change my birthday?
They have the incorrect birthday on my account information and I was wondering if I could correct it?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi samiha9713,   There isn't actually a way for you to change your birthday on your profile on your own - a customer service rep over the phone or email, or one of t... see post
lost beauty points??
my sister went to sephora for me earlier today and purchased a few things. the beauty girl did ask my sister for her email address but my sister and i think it could be invalid since i do not see any beauty point info on my reciept.  help??? 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IriAui, Yes, I'll send you a message as well! :) -laura   see post
Why don't my instore purchases link to online purchases????
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mexicanita2! It sounds like you may have two accounts with us. I am sending you a private message to help!  Cheers!  Kevin  see post
Q. Sephora Colorful Eye Makeup Class
Hi, I attended the Sephora Class: Colorful Eye Makeup in West Vancouver early March and, at the end of the class, I actually forgot the 2 papers where the "instructions" to reproduce the makeup were written .   As it was one of my favorite classes, I was wondering if anyone could send me a copy of these paper from this class, that would be awesome!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Calia0411!   I am sorry that you forgot the handouts that were given out during the Sephora Colorful Eye Makeup class. Unfortunately, I do not have any additional... see post
I need to talk to someone
I need to talk to someone about an in store experience yesterday. Can someone please send me a private message?
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BEAUTY GURU scharrison / BEAUTY GURU BEAUTY GURU / replied
Thank you! see post
I'm a VIB in store but not online
I'm a VIB in store but the it shows the beauty insider status online.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi YYYiran! It sounds like you may have two accounts.  I am sending you a private message to help!    Cheers,  Kevin  see post
Hello, why can't I see my almost 900usd purchase of January in my state acc?
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kukish, you might have two accounts with us.  I am sending private message to help.    Cheers!  Kevin  see post
I received my order with a missing item?
I am very upset my order (C11400612858024)  shipped on 3/5 and arrived missing a 21$ Kat Von D Lipstick in LOVECRAFT. All of the other products I ordered arrived but I never even got an email saying this issue would be fixed. I am now writing and asking for assistance in finding the lipstick I paid so much for.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wakingesoteric! I'm sorry to hear that! I am sending you a private message with more details.    Cheers!  Kevin  see post
European purchase
Hi! I was travelling last week and visited a Sephora store in Paris - back home in the US now. Can I get VIB points for that purchase? Thanks!
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SPECIAL GUEST klynne25 / SPECIAL GUEST SPECIAL GUEST / replied
Bummer - ok, thanks! see post
Updated email address and lost points
 I had two accounts under two different email addresses. I decided to update my email address for the account with all of the points thinking they'd merge, but instead my points disappeared. Can we retrieve it somehow?
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BEAUTY CELEB avang / BEAUTY CELEB BEAUTY CELEB / replied
Randee, it worked! I lost our msg convo, so am writing here. Thanks so much for your help! You're awesome! see post
Returning slightly used product?
Hi! I recently purchased an Anastasia brow pencil and Dipbrow from a Sephora in JCPenney when I was visiting Tennessee from Texas. I had an associate helping me find the perfect shade, and realized after using it only a couple of times, that the colors aren't the same as she demonstrated on me in the store. I bought the Caramel pencil, but accidentally grabbed the Chocolate Dipbrow instead of the matching Caramel. The Chocolate has a redder hue than I would like, and doesn't look very good with my skin tone. Would I be able to exchange it for the Caramel instead. I wouldn't be able to go back to the original store because I am back in Texas now. Any help with this would be greatly appreciated! Thank you so much!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaime, Yes, you can exchange it for the right color at any Sephora store. Please bring your receipt with you if you still have it! :) -Laura   see post
Worst Customer Service EVER!!!!
So let me start off by saying I never posted here before but after yesterdays horrible experience I didn't know anywhere else to go.  So yesterday I went to sephora on 34th st herald square. This store is known for its bad customer service and rude employees, its like that every time I go. No one can ever help you because the employees are always talking to each other and if you dare ask for help they always have an attitude as if you're bothering them.    I went to the store to buy a tria laser which Ive been wanting to buy for a while. As Im browsing for 30 minutes looking for it (no one has offered help nor can I even find someone to help me) I eventually make my way upstairs and finally I find it. As soon as I get near the tria laser I get this nasty look from an employee with glasses ( too bad I didn't get her name). So Im looking at the tester model and grab a box and she tells me with a nasty tone "you can't open that". I choose to ignore her since I wasn't opening the box and she knows that and nor were those my intentions. As Im holding the box and looking at the information on the box she rudely tells me in a horrible tone "its the same as the model except white" and then she rudely yells at me with a condescending tone "don't open that" once again, at this point I'm shocked at the way she's speaking to me that all I can say is "I know that". I was with mother and she too was shocked at how we were treated and spoken too.   The entire time she was staring us down as if we were gonna steal something or do something illegal. It was unbelievable. She was spying us on. She even followed us to the cash register. Even though at that point I felt like leaving and not buying anything or ever returning back the whole point we even went to sephora was so I could buy the tria laser. I did buy it but I felt really bad afterwards. Even when we were at the register she kept giving us dirty looks. I will say the cashier evangeline was nice to us.   Ive had bad experiences before but nothing like this. This tops the cake. Im not even excited to use my tria anymore since I can't help but think of the horrible way we were treated talked down to and looked at. I felt horrible walking out of that store. Im a paying customer so why am I being treated this way. I have been a customer of sephora for years and spent so much money, but never again. It really saddens me to say but I'll just take my business else where, where Im not treated like a criminal just because of the way I look. I really hope sephora fixes this so It doesn't happen to anyone else. 
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sunnybunz / NEWCOMER / replied
Can someone provide me the link?  see post