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Customer Support
I've placed an order on the 12th and I didn't receive any email regarding my tracking number. So I checked my sephora account and it states that my order is "unsuccessful authorization" and my credit card bill was pending its transaction but the process never went through a week later when I checked. Should i reorder my products to try again ?
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Customer Support
I am disabled and do all my shopping on-line.   In 2013, my orders were being cancelled stating my credit card transactions were not authorized, when in fact they were.   Sephora continued to tell me that was the reason until I contacted Sephora's legal counsel and they acknowledged that really wasn't the reason they told me if I wish to shop with Sephora, I can only do it in the store.  They said I was buying too much.    That's the most ridiculous thing to hear from a company open for the main purpose of generating revenue.  My daughter and I are both beauty addicts, as well as  my sisters, mother, nieces, great nieces and all the young ladies in our family.   I shop a lot since there isn't much else for me to do being stuck at home all day.    My family loves that I find deals and they in turn save money too.   in my opinion, Sephora is violating the Americans with Disability act by not allowing me to shop via the means necessary for me to shop.   so once they cut me off, my husband said just open me an account and shop for me.   I did as he asked and there were no issues until August 18, 2015.   I placed three orders.   Each order contained the same items with the exception of the VIB and Vib Rouge gifts, hence the 3 orders.   I mean who wouldn't take advantage of receiving the gifts promoted.    When the order didn't arrive by the 3rd day, we checked the order status and the order was cancelled, stating charge was unauthorized.   I placed one order for the items on August 21, 2015 and that order was cancelled for charge unauthorized.    I contacted Sephora, asked them for the real reason because I know the charge is authorized because it was pending on my charge account.   After being placed on hold, the rep came back and stated they have linked my husbands account to me and so he can no longer make purchases!   That blew me away.   He has only had 12 orders on his account this year and most if not all the orders were under $100.   Not ordering too much in my opinion.   i then asked if my son or daughter try to open an account to purchase the items that myself or husband can no longer order for them, would they too be banned from shopping.   She said if they could be linked to either of us, they would banned.   when I said that it was BS that Sephora felt it was okay to treat people poorly, and that in fact I felt certain violations under the ADA were being made, the only concern was I said BS.   I also started shopping directly with many cosmetic lines after Sephora banned me Fortunately, there are many good companies out there that don't mind customers making as many purchases as they want.   They understand the concept of good business practices.   Have any any of you experienced anything remotely close to the ridiculous practices that have been implemented against my family?   I would really love to hear from anyone that has.
Customer Support
The only place I can buy the foundation I need is here, this is due to the product being Sephora's own airbrush foundation. Is there any way this could be shipped to my location? As it is apparently unable to be sent here to England.
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Customer Support
If you could never grow tired of radiant, dewy skin…then our latest sweeps was made for you! Lancôme’s latest É nergie de Vie collection was specially formulated to revive dull skin for a glowing, dew-soaked complexion, and we’re giving the entire line of products (worth over $300!) away one to lucky winner.   To enter for a chance to win, follow @Sephora on Twitter. Between August 25 at 12 pm P D T and August 26 at 12 pm P D T , tweet the following sentence and fill in the blank: “Hey @Sephora, _____ gives my life energy. #SephoraSweeps”.    See rules below>    
Customer Support
I recently shopped at Sephora but I didn't get my points, even though the employee supposedly looked me up and gave it to me. But my profile shows the points were not given to me. I have my receipt. Please help me get my points.
Customer Support
Hello,   I sent an email regarding the epic rewards on August 12 (15 days ago) and received back an automatic email saying I would receive a response within 10 days, which obviously has not happened. I sent a follow up email the other day, but I'm not sure what else I can do. I still want to love Sephora but this lack of customer service is making it very difficult. Others are saying they received $50 gift cards, which I think is awesome, but I'm not sure why I haven't even gotten a reply yet. Could someone please look into this? Thanks!   Best, Allison
Customer Support
I'm a VIB member but none of my purchases or points from that account are showing up on my online account. How do I connect the 2? 
Customer Support
Hi there- i was hoping someone can help upgrade my account status.  According to the total amount of my purchases I have already reached VIB Rouge status. A couple of my purchases, a SA forgot to log in my account so I had to call the customer service number to add them but for some reason unless manually totaled it doesn't recognize it. According to my purchases I have already spent $1061 prior to taxes. Please help. Thanks!   nhel 
Customer Support
I need help linking my BI card to my online account.
Customer Support
I got a Sephora card in store and I have some points on it. Then, recently I made an online purchase and I want to link that Sephora card to my online account. Can someone help?
Customer Support
Hi, my order says unsuccessful authorization, I would like to know what is going on?
Customer Support
I realize that the window for Sephora to respond to me hasn't passed, but I am upset as I have not received a response.   I emailed on Aug 11 within minutes of the original post from Sephora on BT. I have been Rouge since close to its inception and I have over 7000 points.    To send the gift cards to so many makes me feel as if that will be all that will be sent out and is off putting.    I thank you in advance for my gift card, but please continue to put thought into how information is conveyed, relayed, and distributed.    A very alienated customer.
Customer Support
Hi,   A few days ago I tried to make an online purchase, and somehow my credit card was charged but I have received an e-mail saying that my order was cancelled. I checked the status of my order, and it was changed to Unsuccessful Authorization.   Then I tried again with a different credit card, but ended up getting the same message and the same order status. I'm pretty sure that the balance on both cards was enough to make the purchase and I have not experienced a problem like this with Sephora before.   Could someone please help me how to solve this?
Customer Support
Do you sip to nz?
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Customer Support
My eye shadow arrived damaged. I understand it can't be replaced (it was a sale KVD that is out of stock). Can I get a refund?  
Customer Support
I couldn't get my hands on any reward despite having 4k and a VIB Rouge Account. Furthermore, I sent an email explaining my concern about not being able to participate in the event, but I still have not gotten an actual response except for an auto-reply message. On the other hand, I read that Sephora would try to make it right by August 25th...how so? Haven't received any special email! Any news on that?
BeautyTalk Support
Hi! I went into sephora the other day I was looking for a new foundation and eyebrow products. When I arrived I was wandered around for about 20 minutes and not one employee approached me. I stood there and waited for someone, and tried to approach someone, only for them to look at me and turn around a walk into the back room. I got fed up and just grabbed my two products and tried to get out as soon as possible. When I got home I noticed I had grabbed the wrong shade of eyebrow pomade from Anastasia. It was directly behind my desired shade and because I was so frustrated I didn't bother to check. Because I live 2 hours away from the nearest sephora, is there any other way I can return this product?
Customer Support
How can I like to link my online account with my card? Thanks!
Customer Support
I recently had the worst customer service experience ever. I bought the Foreo Luna Mini on April 21. I gave it a shot but it caused my skin to break out. Therefore, I went into my nearest sephora location a week ago to exchange the item for something else. When I got to the sephora store, I spoke to the manager regarding my issue and she said she will find the receipt on my beauty insider card.  After searching for few mins, she said she can't do anything because there is no proof of purchase. I told her it should be on my account even tho I also told her the date. She said call client services because she isn't able to do anything. So I called client services and complained. Client services mentioned that it's up to the store to make a decision on a exchange it has nothing to do with client services. After a few days, i got an email from the store director saying how she was so apogetic regarding my horrible exprience and offered me a free makeover (which was totally useless because as a vib rouge, you get free makeovers anyways) and she said she has a solution for me and asked me to call her. Therefore, I went ahead and gave her a call. On the phone, she told me that she can't do anything about the luna because there is no proof of purchase. She asked me to bring a bank statement in but I paid for the item with store credit so I had no bank statement. She said she can't do anything unless I show a proof. Then I went onto my sephora online account under purchase history and found the item on my account which was bought the day I mentioned to her. I took a screenshot of the purchase history and emailed her.  Later on, I get an email from the loss prevention manager saying that he will look into it and I told him to call me back on my number. Then he emailed me saying how the number I provided him with was not in service and I was giving him a wrong number. I was so dissapointed. And then I also went into "my points and status" section on sephora.ca and even found the total value, date and location of the transaction. I took a screenshot of that and emailed the loss prevention manager. Then I called him back and asked him to see if he had got my email. He said he will check it later. I had to beg him to check his email so I could get this sorted out. So he finally checked his email and said he got in touch with the financial department and the financial department is saying that there is no such transaction in their system from that day.i was so mad because  I felt like I was being accused of lying. First my phone number and now all the proof I sent him.  I told him to check the cameras since that was my last thing to do. He said it will take 2 weeks to get that. I was just so mad so I just said well just forget it because this is getting no where I feel so directed and he said okay and hung up.  But in the back of my head, I just didn't Want to let this go because I knew I was right. So I called the sephora location where I had originally bought it from and there was a lovley lady who picked up the phone, I just asked her to find a receipt in my account. She wasn't able to find it at first but then she looked up the receipt by putting the item number of the luna mini in my account. At last, she said "oh I found it". I was in tears! Because I could finally show that loss prevention manager the proof even tho I sent him many screenshots. I asked the girl to send me a copy of the receipt but she wasn't able to. So I just asked her to speak to the loss prevention manager herself since she found it. So I called the loss prevention manager and added him in the call. Then the girl finally explained the receipt and sent him a copy. And all he said was okay you can come in to exchange.  I was so mad that I was crying. I mean after all the trouble you put me through and you didn't believe any of my screenshots all you say is come in to exchange.  A cashier was able to find the receipt within minutes and it took you that long and you indirectly accused me of lying! I was so disapointed that I didn't even get an apology from the store director and the loss prevention Manager. 
Customer Support
So recently I was gifted with the Laura Mercier artist palette from a very generous family friend. However I've already purchased the palette myself back in April. Since it'll take me forever to go through an eyeshadow palette, would I be able to return the new palette even without the receipt? or possibly get a store credit for it (since the return policy is more strict in Canada)?   Thanks
Customer Support
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
Customer Support
Hi! In July i was at sephora, and i got upgraded to a VIB. I made an account at the the Sephora website today, with the same email, but i still have 0 point, and I am a beauty insider. How do I link my VIB card and my online account?
Customer Support
I just used the MCMAG promo code on an order but it doesn't show up on my order or confirmation email. I've never used a magazine promo code here before, is this normal? Will the magazine simply be sent to my address on file?
Customer Support
just now I had placed my order#  and am VIB Rouge now before I check out I had added all my Free Samples, My Promotion Code, Added VIB Rouge Complimentary Kit, all My Rewards Points Gift and my Birthday Gift too and after I added my billing information and credit card details and had placed the order, by chance I was checking my Order History details and shocked when I found that non of the above gifts that I mentioned above I didn't collect it. how come that and am VIB Rouge Customer. I spent more than 1000.00 $ to break my status and at the end I won't receive anything. could you please help me to fix that, how can I get them all.
Customer Support
the girl asked me if i was a beauty insider, i said yes, i gave her my email but the transaction isn't on my "purchases" and i didn't receive my points. it's 3x the points this week so this is actually annoying :/
Customer Support
I recently bought products at a Sephora store and I forgot about my Beauty Insider card. The cashier said that I can go online and use my receipt to get points from my purchase, but I can't find a link or a way to add the points. Does anyone know how to redeem points from a receipt?
Customer Support
I just read your return policy and nowhere does it say what happens if a return is done within 30 days, via mail, of an item bought with a gift card. Your policy discusses returns within the 31-60 day time frame paid for with a gift card, but not those sent back to Sephora within 30 days.   If a return is done via mail within 30 days, does the customer get another gift card sent to him or her? If so, is it good in store only or in store and on Sephora.com?   I'm not near a freestanding Sephora store and don't want JCP store credit.
Customer Support
OMG..... I'm very very very disappointed in Sephora! You can't possibly imagine how furious I am right now. After multiples attempted to place orders and got cancelled and phone calls to rouge line a million times I still got my order cancelled.   The last phone call the CS told me as long as I correct all those problems my orders won't be cancelled. So I corrected my shipping address,my billing address and my credit use and I can't really think of any other reason sephora should cancel my orders, but NO, somehow they still cancel my order and I will have to wait until the working hour of the hotline to call and ask AGAIN! for the FIFTH time!   Seriously it takes $1000 to requalify for rouge and making a large purchase is violating the terms and conditions for personal use or whatsoever?  I didn't order 10 of each product. Sephora website said naked 3 palette is limited to two per person but I don't get to order even the promised quantity of two? Or did the terms and conditions said rouge cant order during sales period, that my $1000 purchase has to be made during non sales period ?I mean if sephora offers 15% off every month I won't have to make large purchase that may, in your terms, violating the terms and condition! I see rouge here requalifying for the rouge status in Feburary and I know many of us are holding back on our purchase becox we are waiting for the chic week. So is Sephora cancelling everyone's order or they just hate me?   I'm super disappointed after all the phone calls and amendments and I still have my orders cancelled.   No compensation or whatsoever is ever offered after all the trouble I have gone through. It's not my fault Sephora decided not to ship to a forwarding shipping company address (where my frd works and it's a tax free address) despite I actually have successfully placed an order sending to that address before and I have no trouble sending things to that address with other company. And now I have to send the items to another frd's address that means I have to pay tax and extra shipping so I can get the items to the address they were supposed to be sent to. So I respect it's your company's policy but you should have told me when you first cancelled my order instead of saying "it's for my safety since its not a residential address" and when I confirmed its ok over the phone and placed another order to that address, which was cancelled again of course, and call the hotline that I know it's becox you don't ship to that address at all!   And the third time is becox the billing address of the credit card doesn't match.For the record I have been using the same credit card information for all my orders in the past year and more than 20 of them had gone through without trouble. I dont know Wht has change but you know Wht makes me mad? I have been using the same credit card when Sephora cancelled my very first order and I have been calling to ask why my order was cancelled and the CS could have told me one of the problem is becox the billing address doesn't match.   And when I finally fixed the billing address my orders got cancelled again! And this time is becox my sister is using my credit to pay for her account (she doesnt have one) and it violate the terms and condition! She was using my credit card when the orders are cancelled becox "the billing address doesnt match" but NO, they didn't tell me at that time she can't use my credit card to pay for her account.   So basically I got cancelled FIVE rounds, and I had called FOUR times, (the FIFTH time tmr morning), each with DIFFERENT problems, when problem 1,2,3 can be solved in the FIRST phone call, and problem 4 can be solved on a SECOND phone call.   I have been trying to place order on 2 April and now, I still got NOTHING but emails of cancellation of orders! And some products are OOS!   I think I deserve a really good explanation! So much of being a ROUGE!  
Customer Support
How do I link my insider card number to my account?