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Disappointed in two recent orders...
My sister was kind enough to gift me some items with her VIB ROUGE account but I was disappointed upon arrival of my gifts.   One, the ROUGESKIN promo resulted in the retinol firmin and lifting serum, not the reconstructing serum.   She also sent me liquid Becca Shimmering Skin Perfector and I attached a photo of the cap already cracking! I was very sad because the product itself was beautiful.   Lately I've had a few missing samples here and there but nothing that I've actually been motivated to reach out to customer service about.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi buffstuff,   I am sorry that some of the samples were missing from your recent order. I am also sorry that the cap for the Becca Shimmering Skin Perfector cracked... see post
Q. Can canadians use gift cards online?
If I am in Canada, Why can't I use my gift card online? The lady at my local sephora store said I could.
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SCENE QUEEN KSpinks / SCENE QUEEN SCENE QUEEN / answered
A. how is this still an issue!   see post
How do I put a recent purchase onto my VIB account?
I recently purchased an item and did not have my VIB card with me. I have the receipt, how can I add this to my VIB account? 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LauraJessica, I can add the points for you! I'll send you a message to get your info. :) -Laura   see post
flash shipping minimum
If I purchase Flash Shipping do I have to place a minimum order to use the shipping benefits?  Thanks
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mlovelace, Flash shipping is available on a purchase of any price! :) -Laura   see post
Birthday gift
My birthday is March 29th but I did not receive any email related to Sephora's birthday gift. I believe I am suppose to get the Nars set but when I check out today, I did not see anything when I clicked on Beauty Insider Rewards.    How can I get my birthday gift?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Habui, If you're having difficulty adding the gift, please call us at 1-877-SEPHORA (1-877-737-4672) before placing your order so that we can help you.           ... see post
Redeeming points
Hello,  I just made an account and I was wondering if I can get points with my previous receipts I have of purchases I made   
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jamieslee, I will send you a message for more information. :) -Laura   see post
Why isn't my Beauty Insider Card linked to my online account?/ How do I link it?
 I signed up for an account online a few months ago, and made my first Sephora purchase over the weekend. The cashier helped me sign up for it, but when I check my online account it says I have 0 points? I may just be missing something, because this is new to me, but I just thought I'd ask! Is there a way to link my card to my online account?
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Dalenasays / NEWCOMER / replied
I need help with linking my card to my account see post
ROGUE STATUS
So my husband got me some awesome kits from sephora for christmas.  He used my VIB to get the points on my card. I guess the woman was able to look it up for him.  She excitedly told him "She's almost at the Rogue status.  If you spend another two hundred or so dollars, she will be at the rogue status" She told him not to spend the extra $200 at that time, but to have me come in when he made the purchases because I guess they make some kind of big deal about it... So anyway Christmas came and he gave me my gifts along with telling me that he would take me to Sephora to spend another $200 to get the Rogue status. Apparently the dollar amounts reset at the end of the calendar year and the woman did not explain that to him.  He was pretty upset because that was part of my Christmas gift. I was upset too because I feel Sephora usually has really great customer service and I don't understand how they could have missed telling him that!  Is there any way to rectify this? We spend an awful lot of $ there...
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Erj07,   VIB Rouge is based on a spend of $1,000 or more within a calendar year. You can read more about our Rouge program here:http://www.sephora.com/rouge. Once... see post
Combining Beauty Rewards Cards
For some reason I have three beauty rewards cards with points on all three!! Help me to combine these cards please!!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
No problem, cinderjoce!   I'll message you now. see post
beauty insider help
Hi, i bought 300 dollars worth of make up and the lady said that she'd put these points in my new sephora beauty insider card and i am trying to register it online and it says i have zero points?? help !!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Eliz39-   I'm sending a message now so that I can link up your accounts! see post
Q. Highlighting Brush
I watched all 5 highlighting and contouring videos but did not get a glimpse of the brush used for highlighting.  They showed the brush for contouring (75).  Can anyone help?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KristenR1,   Since they use different brushes in different contouring videos, there are multiple options! I would recommend using the Sephora Collection Pro Visio... see post
Old perk redemption
The old 1000 point perk from Marc Jacobs is still showing in stock in some stores in my area but when I went to the closest one they said no but didn't actually check. Is there any way of knowing if there's any actual stock in my local stores and have them actually check?   Thanks
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana,   Unfortunately, we do not have a way to check the inventory for our Beauty Insider rewards. You can definitely call the stores in your area individuall... see post
returns without packing slip
Hi, I've called twice today and gotten two different answers. I would like to return an item I bought online, but I can't find the packing slip. Can I return in-store using the email confirmation of my order? If so, so I need a printed copy? I would really appreciate a decisive answer to my confusion. Thanks!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fosgirlem,   You can return the items in the store with a printed order summary from our website. I am not sure if the store will offer you a credit card refund w... see post
Linking beaty insider card to online account
Hi, I would like to link my beauty insider card to my online account! please help, thanks!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Scime,   I'll send you a message now to link up your accounts! see post
online registration issue
I am a VIB member, but when I registered with my email address there is no place to add my member card number, so my account does not show my points or correct membership status, and I cannot use my coupons. How do I connect it?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sharyl,   I'll send you a message now so that I can link up your accounts! see post
Gift Cards
I've had a Sephora gift card for about a year sitting in my wallet that I STILL cannot use on the online Canadian store. When is this finally going to be fixed?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi adrip, I'm sorry, but I do not know when this going to be an option for our Canadian clients.  I suggest holding on to the card until you are able to make it to a sto... see post
Store not aware that an event is going on?
First off, I have to say that I generally love, love, love my Sephora store.  The people who work there are generally friendly and helpful and I've always gotten great service and helpful tips and good product recommendations.  The classes they do are also awesome.   So I was a bit surprised and disappointed when I went into the store today for the Curl and Lift Event with Benefit today that I specifically RSVPed for on the site and the associate greeting at the front of the store had no idea what I was talking about and told me that the new mascara was there but there was no event going on.   I'm very disappointed because I specifically came in for mascara consultation, especially because when I got to the register they were handing out the cute complimentary makeup bags to some customers who received services so clearly  something was going on .  I'm confused because this store is generally awesome and I've always had good luck with events in the past, especially ones for Rouge so this disappointed me.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kelloua! I'm sorry to hear that! I am sending you a private message to further assist.    Regards,  Kevin  see post
How do I combine multiple Beauty Insider accounts?
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kmhardy! I can help you with that. I am sending a private message with more details.    Cheers!  Kevin  see post
item missing from order
Hi,   I just received my order and it's missing an item (though the item is included on the packing slip). Who do I talk to about this?
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chels718 / NEWCOMER / replied
I am also having this same issue.  The item I ordered is not in the box just the free samples (which arnt even the ones I picked) and my birthday gift. see post
VIP Rouge B-day Gift
Ho do I add this to my cart? I have tried numerous times with no luck. The store here locally is ALWAYS out of the gifts, so I don't even try to go there anymore.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Teem, We were having an issue with clients not being prompted to include their birthday gift outside of 2 weeks of their birthdays, however this issue should have b... see post
SK-II Facial Treatment Clear Lotion (item 1448604)
Hi, SK-II Facial Treatment Clear Lotion (item 1448604) – I received the product, but I’m very surprised that the box, the bottle, the inside cap, nothing is sealed. Can anyone tell me why?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Becca, Different brands package their products differently. Some brands do not include seals on their products. We recommend reaching out to the brand directly for ... see post
VIB Renewal
I renewed my VIB status last week with an online order and when it came, a VIB package wasn't included though I got an email confirming I was renewed. Also, it's on my account that I made it.    Was this an error and VIBs get a package each time they renew this status or is it just VIB Rouge customers?   Thanks!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BlueBrown, VIB renewals are no longer receiving a welcome kit, however I'm happy to give you the 10% discount! I'll send you a message with that info. :) -Laura see post
Delayed shipping....again
So i ordered again on the 14th....i am still waiting to get an email that its been shipped via borderfree... usually i would get it the next day or the day after that..
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HALL OF FAMER Chickibum / HALL OF FAMER HALL OF FAMER / replied
Placed an order Feb 27.. still hasn't shipped. Very disappointed in this new change with Sephora :(  see post
Image issue
I'm sorry if this is a stupid question but I'm running into issues with changing my thumbnail/profile picture. I searched the BT boards and previous posters have mentioned there's a physical button to click to make this change but mine only allows me to change my preferences as in skin type, favourites, etc. I can add images to my image gallery and differentiate whether I want it to be public or private but that's about it...am I missing something?   Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
No worries at all! Glad I was able to help :)   see post
Missing items from my order?
Last week I made my first online order from Sephora. I was really excited to receive my items, however one of them is missing Help?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi micaca,   I'm so sorry that there was a missing item from your recent order! I would be happy to look into this for you, i'm going to send you a private message n... see post
Merging Accounts and Broken BI Card
Please help me in merging my 2 accounts I have. They are on two different emails and I want to only use one as well as the older account contains all my points. Also my BI card snapped, would I be able to get a new one with my points transferred in store or what? Please help!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mlawton, I can link your accounts for you! I'll send you a message to get your info. :) -Laura   see post
Link Card to online account
Hi, I have a beauty insider card with a lot of point on it. I just registered online because I want to order some make up for the first time. How can I link my card to my online account ?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Julia, I can link your accounts for you! I'll send you a message to get your info. :) -Laura see post
POINTS AND PURCHASES NOT SHOWING UP
Hi, I mad two purchases a week ago, and they're not showing up in my account, or in points.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi geena, I can help you! I'll send you a message to get your info. :) -Laura   see post
Birthday Month: no gift, no e-mail, no mail
I've never had this problem before and I've been a Beauty Insider for 5 or 6 years, but here it is, for the first time. I've got my items stacked in my cart, but at check out, I'm not given the option to add the Nars birthday gift item.   Haven't gotten an e-mail from Sephora about my birthday, nor have I received anything in the mail either. Radio silence re: birthday month.   How do I solve this?
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BEAUTY GURU krunce / BEAUTY GURU BEAUTY GURU / replied
Hi Laura,   Thanks so much for letting me know! I'll try to give the number a call but if not, I'll keep an eye to see if the glitch gets fixed. see post
Birthday Reward
Its my birthday month! how to i know if my reward is in my basket
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi eminwonderland, If you are not being prompted to add the birthday gift at checkout, please call 1-877-SEPHORA before placing your order to have the gift manually ad... see post