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My order is not sent and money is written off from the account.
Good afternoon! My order is not sent, but money is written off from the account. Please solve the problem. Refund or send an order.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mariyam1689,   I will check on this for you and send you a PM soon with more information! see post
Online Sephora not working!
Sephora website is buggy! Unable to view orders or checkout, I am using chrome browser. This problem seems to persist almost 10 days now. I placed a phone order as I could not checkout past week but even that is not delivered. Is anyone else have this trouble with online SEPHORA? It repeatedly asks me to enter username/pwd but does not take me to product purchase history nor allows me to place new orders. Can someone say when the website will become decent to place orders and view existing orders/order history?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aaras1234,   Sorry to hear that, and thank you for bringing this to our attention, we are working to resolve any issues that you may be experiencing. In the meant... see post
Didn't get points for purchase
I bought an item in a store, and i didn't have the Beauty Insider card with me but my number was taken as an alternative. I realized later that i had not received the points for the purchase. Is there a way i can get the points now?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kiranhans,   I'm happy to help with this! I'll PM you in a moment for more info. see post
Unsuccessful Authorization
Hello, I recently placed an order and when I went back to the page to check the progress I discovered that my order was cancelled and the reason stated was "Unsuccessful Authorization". I don't know what this means and I am unsure of what to do now as I know my payment method was valid. Help ?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Carolineshea45,   Sorry to hear that! I'll look into this for you and send you a PM shortly. see post
Drunk Elephant Umbra Sheer Physical Defense not available to the US anymore?
Hi all,   I finally, FINALLY found a sunscreen that doesn't completely break me out, and now it's shown as not available to the US. I really don't understand what happened, it was available not that long ago, and to top it off, there's a set that contains a smaller version of this product that is available.   Anyone knows what's up with that? I'd hate to start looking for a new product...     Thanks!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi firefly02,   Sorry about that! I took a look, and this product seems to be discontinued. Some stores should still have it in stock, so I'd recommend giving your l... see post
Where's my price match refund???
Sephora you owe me $10.50, it's been 5 days, my banking institution never takes 5 days, when will I get my refund????
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katerinapegasus / NEWCOMER / replied
Ok, I'm waiting, look at the notes from my last order, $10.50, please let me know what's going on see post
Unsuccessful Authorization
Hello~ I placed an order which turned out to be canceled shortly after with the following text  STATUS: Unsuccessful Authorization (but without notification). I had gotten a confirmation, but since I didn't get a payment confirmation I thought it might have been because of that.  So I tried again with an order and got my order confirmation ánd payment confirmation. Yet when I returned to the website later I had gotten the same status update! What do I do?   Cheers~  
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mimimelody!   Sorry to hear that, let me take a look for you! I'll PM you once I have more information :)   Bisous,    Sian see post
Its been almost 2 weeks & I still have not received my package??
The day i odered my package was 03/16/17 and it said it would be here on 03/17/17, and I can't even track my order because there are no updates available on where my package is. It keeps saying the delivery date is whatever current date, yet keeps pushing it back. Is my package lost or what? I emailed customer service a couple days ago and they said it was at the post office but yet I check and nothing was there. Someone please help i spent about 60$ and i don't want to waste 60$ plus GST 
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serenacarothers / NEWCOMER / replied
thank you!   see post
Sephora, how do I add my VIB Card to my Apple Wallet?
I do not see an option to do it from the Sephora app or by viewing my card on the mobile site. Both options were offered as solutions in 2016, but as of right now they do not work. Ideas?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi racova!   At this time, we do not have the option to add your Beauty Insider card to the Apple Wallet. Stay tuned for updates!   Bisous,    Sian see post
Any Way to Edit or Delete Review?
Hello! Recently I posted a review On the Living Proof Restore Perfecting Spray and I forgot to disclose that I received the product complimentary for testing purposes from influenster and I was wondering if there was any way to modify the post or have it deleted so I could repost the review. Thank you for your time! 
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi themakeupelite!   I'd be happy to help you with this. I'll be sending you a PM to confirm more details :)   Bisous,    Sian see post
Paypal Confussionyo
Hi there,   Today I made an order amount $226 through Paypal, but until now I havent received any confirmation order from Sephora regarding my order. Yet, my credit card that I linked to Paypal been charged already.    The status on my Paypal as follow " This is a temporary authorization to make sure your payment method will cover the payment. Your payment method will be charged when Sephora USA Inc completes your order".    I thought when I choose Paypal as method payment, Sephora send me confirmation order right away. Please help, TIA
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mgema!   Let me take a look into this for you and I'll PM you :)   Bisous,    Sian see post
Tracking saying package is in transit to the wrong province! Please help!
I placed an order on Saturday March 18th and when checking the tracking system it says it is in transit to Winnipeg. I live in Ontario 3 hours away from the shipping warehouse in Mississauga. I normally have all my orders delivered in one or two days so I found it strange it has been going on 4 days so that is when I checked the tracking system. Is there a way for someone to track it down and either make a claim to Canada post or for me either to recieve a new shipment? Earlier this month I had my package delivered to someone else's community mailbox. I don't know what the issue is but it is but it is frustrating disappointing having to deal with more than one shipping issue in a short amount of time   Please help!!    
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Eliza91215nrmn!   Let me take a look into this for you :) I'll PM you shortly!   Bisous,    Sian see post
Ordered birthday gift, but didn't receive in package
Hello. I purchased a few items March 6th and added the birthday gift to the order. When I got my package, it was not inside but I didn't notice until now. I went to make a purchase and realized I already redeemed it, but did not get it. how can I resolve this? I am a VIB Rouge and spend a lot at Sephora annually and was looking forward to this perk for months. Please advise!
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pinksunshinexo!   I'm sorry to hear your birthday gift was missing. It looks like you were able to call in and the issue was resolved :)   Should you have any... see post
Lost/Missing package ?
I placed an order on the 17th and My tracking info says it was delivered today 3/22/17 at 4:37 PM but we can't find it anywhere. The tracking info says it was left on the porch. The mail was brought in the house but no one saw the package either. My Order total was about $68 before tax.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rilakkumagi!   So sorry to hear your order might be missing. Let me take a look and I'll PM you shortly!   Bisous,    Sian see post
I opened my Sephora play box to,discover my Josie Maran sample was all dried up and un usable. Do you replace bad samples?
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Melash,   I'll send you a private message shortly, to further assist you :) see post
I forgot the email that i used for my beauty insider card
 I have a beauty insider card but I have forgotten the email that I used to set it up. How can I figure out which email it was and link the card to the online account?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AmandaShib,   I will send you a private message so that I can help you with this.    Best Wishes,   Janean   see post
Linking my VIB card to my online account!
i would like to link my VIB card with my online account. thanks!!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @nanabo77,    I'll send you a PM soon to assist you with this. :) see post
Missing item?
I'm not exactly sure if I'm posting in the right place, as I'm new to these message boards. I've ordered From Sephora countless times without issue, but this most recent order has an item missing even though it is listed on the slip! It was to be a gift, and is also now sold out, is there any way to simply get a refund for this mistake?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @cyl0n,   I'm so sorry to hear that! I'll send you a pm to help you out with this :) see post
UNSUCCESSFUL AUTHORIZATION
Hi everyone,   I am from the Dominican Republic and in order to order on your page I have to use P.O Box so that I can get the item to my house. When I made the order I see that I was chased, if you can explain why I canceled it and if you can help me because my girlfriend needs what I had ordered.   Thank you
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi @Austin06,   I'll take a look into this for you, and send you a pm shortly! see post
Combine points/accts.
Hi,   I realized I have two separate BI accounts- in store and online. Would like to combine the two so my points would be only in one account.   Thank-you, Diane
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Diane,   I'll send you a pm shortly to get the necessary info I need to help you out with this. :) see post
Help! Entered the wrong delivery address.
Hi, I didn't change the delivery address for my last order and it's going to the wrong place, it is also being charged on the wrong card but this isnt too major if it cant be changed. Please help 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @imababymuffin,   I'll send you a pm shortly so I can look into this for you.  see post
IMy beauty samples were not included in my final order!
My beauty samples were listed in my final invoice but did not arrive in my package. What do I do about this?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @asalvas,   I am very sorry about that! I will send you a private message so that I can help you with this. Thanks!   Best Wishes,   Janean see post
How do I transfer my points on my beauty insider card so that they are on my online account?
I just signed up online for the beauty insider but I have a beauty insider card from previous purchases but it says that I have zero points. How do I transfer my points online?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AidenHalleen,   I'll send you a PM shortly to further assist you. :) see post
3 Samples
I ordered Modern Renaissance eyeshadow palette online on 3/19, and chose 3 free samples when I checked out. However, I only got the eyeshadow palette today but no free sample What happened? 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @YunanN,   I'm so sorry to hear that! I'm going to send you a private message to further assist you. see post
Taken 500 points from my account twice!
Hi - i just looked into my account and noticed that i was deducted 500 points twice in December 2016.  I know I purchased something using 500 points but i did not purchase 2 items for 500 points.  Can someone explain or help me with this?   Thank you, Diana
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi chansters,   I would be happy to look into this for you. I'm going to send you a PM now. Thanks! see post
Why did Sephora drop Giorgio Armani Liquid Summer Bronzer?
So bummed--I just found out that Sephora stopped carrying the Giorgio Armani Maestro Liquid Summer bronzer, which is my absolute holy grail, and as far as I can remember very highly reviewed.  I emailed customer service to make sure it wasn't a system fluke, and they confirmed that they aren't carrying it currently or for the foreseeable future. Nooooooooo!! . Does anyone know why? Is Armani discontinuing this product altogether or something?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi killerkate!   I'm sorry we aren't carrying the Giorgio Armani Maestro Liquid Summer Bronzer you were looking for. Have you checked out their Fluid Sheer in the sh... see post
order statue -Unsuccessful Authorizatio
Could I know any reason of order statue -  Unsuccessful Authorization ?   thank you
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi latishachen!   Let me take a look into this for you. I'll send you a PM once I have more information!   Bisous,    Sian see post
Didn't receive free samples
I made an order last week and it came today, however although I received the deluxe sample kit that I used a code for, NONE of the three samples I chose came! They're on my order under my account, but the slip in the box didn't list anything except my core products and the deluxe set.    Is this a common theme, that people don't receive  any of the samples they choose? One of the reasons I like to order online instead of go to a physical store is to try out new products.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emkokoz!   So sorry to hear you were missing samples, I'll be sending you a PM in just a moment!   Bisous,    Sian see post
unsuccessful authorizations several times since I disputed charges
Hi, I'm really wondering why I got unsuccessful authorizations several times since I disputed charges on my credit card last year. In fact, I didn't realize that someone used my credit card via my account until last December 8.  I talked someone in customer services but they suggested that I should go to Sephora store to buy something. Even the customer service person told me to pay for everything I did not buy. You can check my order history. I never bought men's perfume or even women's. I thought I have been a valued customer for years and this is the first time something like this has happened to me. It is really absurd that you asked me to pay the money for things I did not receive. The total amount is one thousand dollars! This really makes me upset because it is not my fault and my credit card company already completed the investigation several months ago. I can not understand why this problem is still not be solved. I hope you will give me a reasonable answer. Thank you.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yolo77!   I'm sorry to hear you're having difficulty placing orders online. I'd like to look into this further for you, and will send you a PM with more info shor... see post
why cant i use my Sephora giftcard online. I mean on sephora's website?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ayaba,   Sorry for any issues you're experiencing attempting to add your gift card to an online order! Please give us a call at 1-877-SEPHORA so we can assist you... see post