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Still no response to my Epic Rewards email
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
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I have some returns...
Since I live a ways from an actual sephora. I've pretty much been left to ordering online only. I have some returns from two different orders. Would I be able to pack the returns into a single box, glad bag them separately with their own slips tucked inside and mail off a single box instead of two?  Thank you in advance. 
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Shipping address confirmation
I contacted customer service to have the shipping address changed on one of my orders, but now the tracking just says "an alternate address". Could you please double check this and make sure that it's going to the right place? Thanks!
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Shipping to Iran,Middle East
I realy like to buy direct from sephora,could you send my order to Iran country? Plz answer my question
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ORDER SENT TO WAREHOUSE AND NOT SHIPPED
I ordered theTARTE Park Ave Princess Contour Palette a couple days ago when it was on sale and the price went from $34 to $26, I went to check on it and it says that the products is now out of stock and that my order was sent to the warehouse....Am I still going to receive it because I ordered it before it was out of stock.. My order number is :36575783
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ORDER CANCELLED
Placed an order from the UK to be sent to my Auntie in America revived a confirmation email then another email to say my order has been canceled but my debit card has been charged im unsure what to do as I can't phone from the UK does any one have any ideas please?
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Do you ship to nz
Do you sip to nz?
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Linking BI Card to Online Account
I need help linking my BI card to my online account.
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Isetta / NEWCOMER / replied
Same here, I need help with that too. Thnx ! see post
Have not received response to epic rewards
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.
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Damaged Eye Shadow
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?  
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tirah,   Sorry about that! I'll send you a PM shortly to get a little more information to assist you further with this.   Take care, Stephanie see post
😡😡😡😡😡😡😡😡😡😡😡😡
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?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi faithf5,   So sorry to hear about your store experience! Regrettably, the only way to return or exchange the product would be to return it to your local store. Th... see post
Lancome Energie de Vie #SephoraSweeps on Twitter
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>    
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Jln4787 / NEWCOMER / replied
@Sephora, Fall colors give my life energy. #SephoraSweeps see post
Where are the mods...?
I know I've been away for a while, but did I miss some memo? What happened to the mods? Diana, Melissa, Kevin, Laura, Mia, Randee?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
There are new mods about (myself included)! You'll see us around ;) see post
So Disrespected!!! I was in tears!!!
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. 
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SPECIAL GUEST simibxo / SPECIAL GUEST SPECIAL GUEST / replied
Thanks Nika  This is actually my second time complaining. Because last November, I purchased a nars conceler and it wasn't put in my bag. And when I called that store m... see post
Possible to return gift without receipt?
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
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BEAUTY MASTER studz / BEAUTY MASTER BEAUTY MASTER / replied
I was able to get a store credit for a gift return without a receipt and I'm in Canada. They will ask you if you know your friend's email that is associated with her BI ... see post
Any news about Epic Rewards?
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?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello simibxo,   I'm so sorry for your disappointment in our Epic Rewards release. If you emailed us at epicrewards@sephora.com, please expect to receive a response ... see post
Beauty Insider #
How do I link my insider card number to my account?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yukiari,   I'll send you a private message to help you out with this. Please check your messages when you get a chance! see post
There is no tracking number on my recent order
There is no tracking number on my recent order and it does not say that it was shipped, even after the order was put in two days ago. The order is expensive and I would like to make sure it was shipped and on its way. For right now it just says pending. Help needed, thankyou!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RimaDhanani,   I'll take a look into this for you and send you a PM soon!  see post
Missing points! :(
So I bought the Tarte slenderizer brush on Saturday to be used with the contour stick I purchased a couple months ago but my points for the brush haven't been added to my account and the item isn't even on my purchases list. What do I do to correct this?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CharlieK,   I can look into this for you! I'll send you a PM shortly to get more information.   Take care, Stephanie see post
WHY IS IT SO DIFFICULT TO PLACE AN ORDER ONLINE WITH A SEPHORA GIFT CARD ?
For the second time in less than a month I have been unable to place an order with a Sephora gift card without calling the concierge line to place the order for me . I have lost out on some things that I wanted which went OOS before I could get the order called in . Most of my purchases are done in store , but sometimes I find I have to place online orders for some sale items or some items which are not in the stores near me . I am beginning to get frustrated with this process and I would like to know what I can do in order to cause this delay and frustration to not happen in the future
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tstorm,   Sorry to hear that! I'd be happy to take a look, if you'd like. Please PM me with your registered email address or order #.   Take care, Stephanie... see post
Adding BI Points
I recently found some old receipts of purchases that were not put on my Beauty Insider card. Is there any way to add them now?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jillbarkhouse,   I can help with this! I'll send you a PM in a moment to get some additional information.   Take care, Stephanie see post
Order status says In progress?
I placed my order about 14 hours ago and it still says "In progress" is it going to be canceled?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mailejm,   After looking into this, I'm happy to see you were already assisted!   Take care, Stephanie see post
I'M NOT ABLE TO SEE MY POINTS NOR THE PURCHASE I MADE 2 DAYS AGO AT SEPHORA INSIDE JCP!!!
Hi everyone! I bought the Ultra HD foundation and the pressed powder by Makeup Forever at Sephora inside JCP and the cashier asked me for my email, I gave it to her but no points were added to my account, I checked my email but there's no message from Sephora -_-! I'm not even able to see the purchase online! Do ya'll know if there's a number I can call so they can give me my points? I still got my receipt. Thank you guys.... :*  (I don't know if it takes more time in order for the purchase and points to appear on the webpage) 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mss18,   I can help with this! I'll PM you shortly to get some more information.   Take care, Stephanie see post
Canceled order and money taken out of my account
I recently made an order online.. I live in Australia but have a P.O box in the US and they canceled my order which was of $139 and they withdrew $189 out of my bank account. I need my money back urgently. I do not understand how it is allowed to cancel someones order and still take their money! I need to know who to contact to sort this issue out and get my money back ASAP!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lucybocchi,   Sorry for the confusion! I'll send you a PM shortly with some more information.   Take care, Stephanie see post
How do I add my beauty insider card number that I go instore to my online account?
I recently made some purchases in store and signed up for a beauty insider card. I now also signed up online to try and add the card number to an online account, but I can't see where to add the card number, so my online account shows the points for my instore purchases too, can you help?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Shevster,   I can link your accounts for you! I'll send you a PM in a moment to get some more information.   Take care, Stephanie see post
STATUS: Unsuccessful Authorization
I've placed a few orders over the last couple of days, but the last one is showing "Unsuccessful Authorization" - I've never had issues with the payment card or address before. Also, according to the order info, one of the items I ordered is now out of stock. Does this mean I won't get it even if the order is successful? =(   My order number is . I would appreciate it if you could look into this. Thanks!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Smallbeary,   I can look into this for you! I'll send you a PM shortly with more information. Also, I've edited your original post to remove the order # for your ... see post
Sephora discriminates against disabled individuals
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.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mark15,   We are sorry for any order issues you are having. We have forwarded your information and someone will be in touch soon. For now, we are closing the thre... see post
Q. birthday gift
I just made an order but realised i forgot to add the nars birthday gift into my cart. Is it possible to email sephora to request for the gift to be placed in my parcel? Worried that no one would get back to me since i last enquired about a cancelled order on the 19th and no one has yet to get back to me.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi yulpany,   I'm so sorry you haven't received a response about your cancelled order! I am going to look into this for you and send you a private message shortly wi... see post
Where are my points???
I Went To Sephora inside Jcpenny yesterday & bought an eyeshadow Palette & foundation and I gave my email to the worker at checkout but I never received points for it and it dosent show up in my purchases on my account ! :c Is there any way I can recieve my points ?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SparklingSteph,   I can help with this! I'll PM you shortly to get some additional information.   Take care, Stephanie see post
how to link my vib card to my online account?
i made a purchase in store yesterday and it shows up in my transaction history, as well as getting my vib card, but the points i earned aren't on this account and it still says beauty insider instead of vib. how can i link the two?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi babybat,   I can help with this! I'll send you a PM shortly to get more information!   Take care, Stephanie see post