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Customer Service
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Lucky03
Smashbox Photo Op Eye Enhancing Palette - Blue Eyes
Hi,   I went into my local store this week to purchase the Smashbox Photo Op Eye Enhancing Palette - Blue Eyes which has been carried for a long time there.  I did not see it on the shelves so asked and they said it was pulled and in the back room to send back to corporate and they wouldn't sell me one.  I was told to check on Sephora's website to order instead.  Well, I checked online and it is no where to be found, but the brown eye version is in the sale section.  Can anyone tell me if the blue eye palette is still available to purchase?  Also, why are stores not selling products to customers they have in store and instead sending them to corporate?  I really hope those extra palettes will be posted online and that I'm able to get one.   Thanks for your help!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lucky03, Unfortunately we are no longer selling this palette online.  When stores are asked to send product back to the warehouse, it has already been removed from ... see post
makeupobesessed
so very frustrated with ups
I just need to vent, which I don't normally do on here...   My UPS driver requires a signature for every package due to one lost package over 3 yrs ago when I was on vacation.  He and I now have an understanding that packages are to be put on will-call so I can pick them up since I am almost never home when he gets there...thanks work.   So a few days ago, I place an order for the $50 fragrance sampler so I can redeem for Stella McC L.I.l.Y- the 1oz is only $50 that way instead of $60- and you get others samples + a VIB party sample bag- since I missed the event and didnt get one at all...   I call UPS and have the packages put on will call (I placed another order the next day) and now I find that the second package is on will call but the first package with the fragrance sampler got sent back to the warehouse in MD where I live.  Sephora says they can do nothing about it, and neither can UPS.     I'm just completely frustrated as now I cant get the sampler or the VIB bag...both say permenantly out of stock.  
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andyhtrieu
HALL OF FAMER andyhtrieu / HALL OF FAMER HALL OF FAMER / replied
UPS can be so frustrating. My friend ordered the Naked 1 and Naked 2 on Amazon and it was sold by Sephora. She never got the package and when we checked the tracking #, ... see post
Gina123123
"Create BI account failed"
I want to create a BI account and take advantage of several points I earned with a purchase, but it says "Create BI Account failed." How can I create an account?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gina, I'll send you a message to help. :) -Laura   see post
severus
I WOULD LIKE TO JOIN THE BEAUTY INSIDER,BUT IT ALWAYS SAY"CREATE BI ACCOUNT FAILED"
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi severus,   I can look into this for you. I'm going to send you a private message to get a little more information from you. :) see post
Chickibum
I didn't get the 100 point perk with my order
Hi guys,    I received an order today and my 100 point perk wasn't in there (actually I was missing samples too,  really wanted to try the new YSL foundation   )    Is there a way I can get my points back or get the perk? It was the Sephora Oil 100 point perk.  Thank you
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chickibum, I'll send you a message to help. :) -Laura see post
Y0landa
0 POINTS...
I have a beauty insider card, I have signed up long ago, and I already have some orders, but why there's always 0 POINTS in my beauty count?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yolanda, I'll send you a message to help. :) -Laura   see post
TheSocialQuota
What is my Beauty insider account number?
I've only shopped online, so I don't know where to find my BI number. Where would I find this so that I don't need to merge two accounts when I do go into a Sephora in person?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SocialQuota, If you have never received a Beauty Insider card from a Sephora retail store, then you don't have a Beauty Insider number.  The number is located on yo... see post
msmteacher
I am having great difficulty navigating the Sephora site,looking for my "Birthday gift."
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi msmteacher, We recently noticed that clients who do not have the year of their date of birth on their Beauty Insider profile are not receiving the birthday gift ema... see post
goodlooks
Not all sephora stores know how to treat their customers, disgusted with staff's bad attitude!!!!
Been a loyal sephora's customer for years! Always been an online shopper but occasionally would go into a store to see what's new. However, today's experience was a disaster. Never had such horrible customer service in my life. It is my first time ever going to this location and will be my last as it does not compare to the level of service we've received at other locations. None of the staff here smiles or greet, and I witness them giving bad attitude to customers who asked for samples. So people are only left with the choice of buying without even knowing if the product is a right fit since they been discouraged to try samples as none were given. Now if they bring back the product that don't work out after testing it at home, they get treated like a criminals there. Seeing it happened to few nice consumers are already bad enough , but when the cashier rube off the negative vibe onto me.....that is just totally unacceptable!!! We work very hard for our money and we give our money to retail businesses who deserves it, so please don't be respectful to poor customers who are still willing to give you business.  Remember without the loyal customers, your company will be out of business! Treat your customers with care and dignity! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi goodlooks, I'm sorry to hear that! I am sending you a private message to help.    Cheers!  Kevin  see post
lachaton
Returning a product in-store that isn't carried?
Quick question - I purchased the Clarisonic brush handle online since it wasn't available in any stores near me. I haven't used it because I just realized I made a silly mistake... because it doesn't fit my Clarisonic!   I think I still have my packing slip, but if I don't - will the Order Detail/or an email work just as well? If not, will I still be fine to exchange it for another product even though it looks like my store doesn't stock the brush handle?    
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oops! Sorry about that! But glad I could help! :) Have a good night!  see post
aggybum89
Credit card got charged despite unsuccessful authorization
Hi I ordered the Tria Acne Clearing Blue Light today, which was paid for by my mother in Korea with a VISA card.   She called the card company and asked if the payment had gone through, and they said that it did, but on my Sephora orders section, it states "unsuccessful authorization"?   Please help!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aggybum! I am sending you a private message to help.    Cheers!  Kevin  see post
GinaCliffe
Compliments
Cheers to the Sephora Team at The Mall of Georgia in Buford, GA. I absolutely LOVE cruising the isles there!! This Sephora team is so helpful and always have suggestions for products I might like AND are not at all shy about handing out samples so I get to try all the products I'm interested in. LOVE, LOVE, LOVE this place. Great team!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Thanks for the feedback, GinaCliffe! :) We always love hearing about our clients having fun in-store.  I will send this over to our retail division so the team is recogn... see post
ParisMarie2
Q. Beauty insider card not linked to online account/email?
I got a beauty insider card a few months ago now. I've used it a few times since. Today when I signed into my online account it appears that the card is not connected to my account or email. I know it is the same email I provided when I got the card in store. Wondering if there is anyway to link them together or fix this?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ParisMarie, I'll send you a message to help. :) -Laura   see post
MLennon
Combining cards...
Okay I have searched and searched and searched for an answer but I can't find one!! How on earth do you combine two beauty insider cards? I found an old one from a few years back (no idea how many points I have on it) and I'd like to add it to this account.   Thanks for any help!  
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MLennon,   I can combine your accounts for you :)  I'll send you a message to help.   xo, Mia see post
NegraRocha
NEED HELP LINKING MY BEAUTY INSIDER CARD TO MY NEW ONLINE ACCOUNT
Can someone help me figure out how to take my beauty insider card and link it to my online accout. When I registered online it signed me up for a new one and I want to use my old card number so i can see and use my points.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NegraRocha,   I can help you with that :)  I'll send you message for all of your info.   xo, Mia see post
Cosme410
I would like to add a previous purchase to my acct
   
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cosme410,   I responded to your other post & have already sent you a message for more info, so that I can add your purchase for you :)  Please take a look w... see post
trishna87
Order went through for MUFE Artist Shadow in Creme Brulee, but says permanently OOS?
Hello, I just put in an online order for a custom three palette from MUFE Artist Shadows   even when i hit process order, Creme Brulee was still there (it did not say out of stock anywhere). But when I look in the recent orders page, it says permanently out of stock. What happens to my 3 color palette then? Did I manage to get one of the last ones in stock for Creme Brulee? I'd like to know whether that's the case or not, or whether I'll have to pick a different shade.
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trishna87
BEAUTY WHIZ trishna87 / BEAUTY WHIZ BEAUTY WHIZ / replied
thanks Mia. I'll keep an eye out for the order's tracking number :) I'll let you know if it's OOS. see post
Rainweaver
Amazing Cast at the SiJCP High Pointe Commons in Harrisburg, PA!
I really want to give a huge thanks and hug to the amazing ladies at the Sephora in JC Penny at High Pointe Commons in Harrisburg, PA. They have been nothing short of exceptional. I've driven both Sarah and Maya up the proverbial walls, I'm sure, and they are both fabulous and knowledgeable. I had a full makeover done during the MUFE event on Saturday and walked out of the store with a new full face regimine for MUFE and having spent an obscene amount of money. We oops and grabbedhe wrong color of something, and they are going to exhange it for me tonight, no hassle! I really couldn't be happier. May just need a second income
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rainweaver! Thanks for the great feedback. :) Always happy to hear it.  I will go ahead and forward this over to our retail division so they are recognized. Thanks ag... see post
ActuallyAshleyK
Can I return UD Primer Potion?
I bought an urban decay primer potion for the first time (Ive never used a high end eyeshadow primer) and I've always heard amazing things about it. Well unfortunately it didn't work for me. I did my makeup at like 1 PM and around 6 PM when I looked in the mirror and all of my eyeshadow was gone. I'm severely disappointed, I have a 7 dollar primer from NYX that works better than this. I'm going to try it again but  if it fails me again is there any way to return it even though its used?    P.s: I used a too faced palette so its not like I was using low quality eyeshadow. 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AshleyK, We are happy to accept returns of any gently-used products for a refund in a Sephora retail store if you still have your receipt. You can return products w... see post
lollipop29
Return Policy on used items
What is the return policy on used items? I bought a face wash and face cream about 4 months ago, after a month I wasn't loving it but one of the people at the store said to keep trying it so you're face can get used to it. I have kept trying it and I am still not liking it however I lost the receipt. Am I still able to return it for store credit?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lollipop29! I would contact the store directly for further assistance.  Store returns are at the discretion of the store director/manager.    Cheers!  Kevin  see post
MylaM
Never received VIB benefits (just birthday gift)
Hi I'm a VIB. But I have never received any benefits in my local Sephora, just bday gift, thank you. No seasonal promotions, No private VIB-shopping events  No VIB only gifts Free beauty classes??? So I am just wondering where can I get the information about this things?? emails?? in store? or someone can help me here. thank you. PS The web site showing me i have 32 pointsand I am a Beauty Insider and I need like $200 to get a VIB, when my iphone application showing me that i have 82 points and $150 to extend my VIB status in 2015. very confusing and nor professional 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MylaM! I can help get your account situated! I am sending you a private message with more details.   Cheers!  Kevin  see post
JerseyGrl26
BareMinerals
I have been using bareMinerals Tropical Radiance and have been unable to find it anywhere! Can you recommend another radiance color that would be comparable? Thank you!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JerseyGrl26! I'm sorry, I don't show that we ever carried that shade in our free-standing Sephora stores! To view a list of our current radiance options, please visit... see post
jiabeibei007
I would like to join the beauty insider,but it always say"Create BI Account failed"?
I would like to join the beauty insider,but it always say"Create BI Account failed"?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jiabeibei007! Sorry for the trouble you're having! I am sending you a private message to help get you set up.    Cheers!  Kevin  see post
ginger304
kuddos to wiles barre pa sephora employees
just got to write and tell you what a great team you have in the Wyoming valley jc penny sephra..they are all; polite, professional and so nice.its a pleasue to shop there..thery all knw the products and ste more then happuy to help the customer..its obviouse they love their job..please pass this on to te powers hat be..they all deserve a pat on ther back or a nice little bonus for the job they..they represent Sephora to the max...ginger ,,orris
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ginger304! We're so glad to hear that! We will forward this to our retail team so the store is recognized. :)    Thanks again!!    Regards,  Kevin  see post
jennbirish
Delivery to Ireland
I recently moved back from America to Ireland. I loved sephora when I lived there and I just assumed that I could still use sephora website and get it delivered to me in Ireland? Is there any way I can?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jennbirish,   We are excited about your interest in our website however Sephora.com does not currently ship internationally to Ireland.  To view our Sephora retai... see post
carlinia
Question for registering with beauty insider
So i recently registered for beauty insider in a store after buying some urban decay primer potion. When i went to the web site it said if you joined in a store all i have to do is put in my email and so on from there. It doesn't say that i bought the potion online and im wondering if i messed up and made 2 accounts or something, like maybe the points are on my card and not on my online account?. Im pretty lost here.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Carlinia! I can help you with that! Please check your private messages when you get a chance.    Cheers!  Kevin  see post
isamar1392
2 year cosmo subcription delivery
Does it get delivered to your shipping address or to the billing address? I would prefer if it gets delivered to my shiping address and not my billing address. Can this be possible?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi isamar1392,   The magazine subscription will be send to your billing address.  I'd be happy to help update your information for you :)  I'll send you a message to... see post
lili19
Why is it every time I go to Sephora the ladies are rude and snotty to me?
I have been to my Sephora store only twice and both times 85% of the ladies there have been snotty and rude to me. I was brought up to be nice to people and do not understand why they act this way especially when in a customer service roll. I am a VIB member and am really hesitant to go back again to the store. The lady at the register today was so snotty to me and everyone that I asked for help with the exception of one nice person. So out of the 5 people I dealt with, 1 of them was nice and friendly. The other looked to bothered to help me and then were snarky with me.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lili19,   I am sorry to hear about your experience at your local store. :( I'm going to send you a private message to get a little more information from you... see post
Yusra07
Order problems
Hello, there is some issue with my order, I placed my first order which was cancelled due to "unsuccessful authorisation", so I have placed another one. However my first order is still being charged to my credit card. I need to know when this will be cancelled on my credit card.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yusra07 ,   I'll be glad to look into this and I'll send you a message now. see post
LindaBS
Some issues with my orders
Hi! There are a couple of issues with my orders. Not huge, but annoying none the less.   The pencil in my KvD Saint palette has weird white specks on it, I have no idea what it is and I'm not too eager to put that thing anywhere near my eyes..   Mij KvD Chrysalis palette has a 'dent' in one of the colours. I'm pretty 'neat' with my palettes and this is so annoying, haha! Not a huge issue, but disappointing. Makes me wonder if its even new?   My Draw the Line set is perfect except for the Marc Jacobs pencil. See photo.   Any way we can resolve this?  
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LindaBS,   I am sorry that some of the items in your recent order arrived in less than perfect condition. I would be happy to assist you further with this. ... see post