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Did one out of stock item cancel my whole order?
Hello I made a fairly large order last night and received an email today saying " We apologize, but your recent order was cancelled due to either a system error or an inventory issue. We regret that we are unable to replace your order at this time. We have included the information below so that you can review the details of your order." My card has been charged so I'm hoping it was just the one item that I see is now out of stock that got cancelled but am unsure. Any advice would be appreciated. 
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SilverTansy / NEWCOMER / replied
Update for anyone with the same question: yes the whole order was cancelled and it will be up to 7 days to get my money back. see post
Horror story damaged items *broken perfumes*
The issues with my order happened before I ever placed it. Originally I wasn't able to place my order because my address was invalid. So I had to talk to a customer service agent to verify my address and I was finally able to place my order. Now today it seems like the item was mishandled. The box was soggy i'm not sure if that was because I live in seattle or the postal service delivered it that way. Not only was the box soggy it was also beat up even thought the box said FRAGILE. I ordered two Tom Ford perfumes one for me and one for my mother and a retractable brush totaling almost $550. The perfumes arrived broken so here I am out $500 with a couple broken perfumes in a soggy box and a really good smelling brush. Someone please tell me there is someway to get a refund or replacement.
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100% frustrated with always getting wrong samples
I've made 10 orders to Sephora since Jan began and not one has included the correct samples. Today's order has three samples that I did not choose and when I logged on to see the current samples, all Three I choose are still listed. When I called the rouge line I was told there are different distribution centers so I could get anything. This is unacceptable. Other companies have no problem sending me the samples I choose. I've been rouge since day one and patiently waiting for Sephora to get that program and it's perks together but instead of getting better you are worse. In December, an order I placed arrived with 3 wrong samples and missing the curling iron I  ordered. With all the choices today to buy beauty products, I am finding myself spending 10% of my beauty money at Sephora and 90% elsewhere where the opposite had been true for years. This is solely due to your complete lack of concern for the Rouge program and your loyal customers.   When is your company going to fix the distribution center issues and make your loyal Rouge customers feel special?  Geez, in 4 years I've never even gotten one extra sample for being Rouge and now I can't even get the correct ones.  You may think it's not a big deal but to us customers, getting the samples we choose is a big deal. I understand that sometimes you are out of stock, but when I log on and see all 3 of the samples I choose still listed, obviously out of stock is not the issue. It's just a total lack of care for your customers that is the issue. Your Rouge representative telling me that it's a distribution center issue is so not ok I can't even tell you.  I consider this fraud that my house is connected to a distribution center that doesn't stock what you have listed as in stock samples.  The woman offered me reward points which is such a slap in the face as your new rewards program discriminates against those of us that can't sit at our computer 24/7 waiting for the 176 Hourglass rewards you are offering or the 44 Urban Decay rewards you are offering. Every reward that I want to get is always "out of stock" so what good is your company giving me rewards points that I can't use?  I understand a trip or a meet and greet being limited but why are products limited?  All you have to do is make more which the company can do but won't.  It's a new year, the 5th year Sephora has had the Rouge program ( or 4th, I've lost track as I wasn't even getting Rouge emails the first two years I was Rouge so I missed out on every perk the first two years and I was told "sorry" by your company). Are the perks of being a Rouge member going to finally be worthy of the money we are spending or is your company going to continue to do the downhill slide it's been doing lately?
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darkchurch / NEWCOMER / replied
Do people ever get the samples they chose? It's never happened to me once.  I've made 3 orders in the last month all with perfume sample request and have always gotten f... see post
Didn't get my samples
Hi, I just placed an order and realized my sample didn't go through. Is there any way this can be updated to include the Moonlight promo?   
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Problems with the Play Box
Does anyone else seem to be getting weird products in their PlayBoxes.  They claim that they use your custom profile to pick some of the items.  Usually something for every skin type or every skin tone.    I am a young 22 year old girl with large pores and oily skin. I also have very fair almost porcelain skin (in the winter).   EVERY MONTH i get an anti-aging item and something for a dark skin tone. I don't understand, I've seen the other options and theres actual items that would be useful to me?  Are others who are subscribed also getting stuff that does not match? Are they even looking at the profile?    Please can someone within the Sephora business answer this as well? It's a waste of product, I can't use it? Or I don't need it. I've seen a few people ask this question and it seems to always getting ignored by employees. I would really like an answer
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aubreyc94,   Thanks for the Play feedback! The majority of items included in Play are universal in nature and can be used by any age or skin type. I'm sorry to he... see post
January 2017 Play by Sephora Box is lost in the mail
My January 2017 Play by Sephora Box has been shipped back and forth across the country according to the tracking number and appears to be stuck in NC now. It was shipped out on 1/11/217 and should have arrived on 1/18/2017. Has anyone ever had this happen? I called Sephora's Play number today and they told me I had to wait until January 22nd and then call back.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi patty493,   Sorry to hear about this! I'm going to take a look into your January box and send you a PM soon. see post
I have never received my December box, my first month. What can I do to get it?
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I received your PM and sent you a reply! :)  see post
Play! January 2017 Box broken item
Hello Ladies!   Just wanted to see if anyone else who got their Play! January box with a broken Clinique lipstick    
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Update: It looks like you were able to call in and one of our customer service reps was able to assist you. If you need any further assistance, please feel free to send ... see post
PLAY! By SEPHORA Box Versions: Your Questions Answered
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!  
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Riva1304 / NEWCOMER / replied
When will our play boxes ship out? see post
Marc Jacobs (2,000 point) Face Chart Perk
What information about you does the artist use to select the customized colors? A picture? Skin tone, hair color, etc.? Is the sketch customized to look like your face or just a generic outline? And does the chart come with the products that are custom selected for you? Or only the mascara? Thank you!!
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BEAUTY CONNOISSEUR mmmaggie / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
You are contacted and the item is only customized for Sephora, meaning the only thing about you on it is your name. see post
Unsuccessful Authorization Order
Hi, my order says "UNSUCCESSFUL AUTHORIZATION" but my credit card was charged, please can anyone help?
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imliss / NEWCOMER / replied
please, thank you!  see post
Return/Exchange
Hi! I ordered something online through my local store but after about a month of not using it I want to return it. Can I return it at a store or do I have to send it back in the mail?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katy2012, You can return it in store. You can use the order summary as your receipt :) see post
Return with no receipt/I did use my rewards
Can we return an item without the box? I dont know where u put my receipt but i did use my rewards account. Would they be able to find the purchase?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MsMichelleVang,   I recommend contacting your local store directly for more information on their specific returns policy. They should be able to give you the info... see post
My order didn't include all the samples I requested
Hi All,    My order placed didn't include the free samples I requested. I was really excited because I was really considering buying them. Can someone assist with this?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of the other mods a PM. Tha... see post
Adding BI card - "Create BI Account Failed". Help!
I have a BI card and am a VIB. I want to make an online purchase but when I try to add my card to get the points its saying "Create BI Account Failed". Help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Alise84,   It looks like your BI card is not linked to your online account! I'm sending you a PM now to link the two together!   Always, Danee see post
Change my birthday on Sephora
love Sephora!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi steph014,   I've updated your birthday to January 22nd :)   Always, Danee see post
Merging 2 accounts
Hey so I recently created an account online, but Ive been making purchases using a card which uses a separate email, so I cant even see the points that Im getting. Could anyone help merge the two accounts? Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lexyfaye,   I'm sending you a PM to assist you further!   Always, Danee see post
Q. I didn't receive my 3 free samples from sephora when I made my purchase. How can I get them?
Free samples weren't received
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LaLaW9 / NEWCOMER / answered
A. I am a Rouge member and never got my samples. Suggestions? see post
January 2017 sephora play box - missing face cream
Hello! I was wondering whether I could get the sample that was left out of my January sephora play box sent to me. I did not receive the drunken elephant face cream. It's a brand I've really been hoping to try!   Thanks, Rachel
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rayfaygray,   I'm so sorry to hear that item was missing from your Play! box. I'm going to send you a PM now so I can assist you with this. Thanks!  see post
I ordered a skincare product qualifying for double insider points and didnt recieve them
  I ordered a skincare set  online qualifying for the  skincare double points offer that's going on till 1/22 but did not get the double points 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aneesas, I will look into this for you and send you a message with more information.  see post
My order was cancelled even though I'm sure I entered the information correctly
I just got an email about an order I placed last Sunday saying my order was cancelled due to an unsuccessful authorization of my payment information. This is confusing as I double checked to make sure that I entered my information correctly, and I sat there next to my grandfather while he entered his PayPal information, so I don't see what went wrong. Please help me with this, because I need my order by next Monday. Thank you!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Serafini, On your Beauty Talk  profile page, you can click on your private messages on the right hand side. :) see post
None of my free samples were in the package for my recent online order
I recently ordered a bunch of things online, and everything was in the package except the free samples. Please help!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @JuliaPC,   I'm sorry to hear this! I'll send you a PM soon.  see post
Unsuccessful Authorization
Hi, my order says UNSUCCESSFUL AUTHORIZATION and my credit card was charged, can anyone help?  
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pypypy / NEWCOMER / replied
Thanks for your help and I am looking forward to your reply. see post
NO SAMPLES
I just received my package thinking, "Oh! There's a product that I received a sample for that I'm dying to try but haven't decided if its worth the money. I can finally try it!"   Wrong! I opened the box and did no find  any samples that I picked out at all. This isn't even the first time, but this time I'm really upset about it.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @Mishenim,    I'm going to send you a private message! Please check your inbox when you can. Thanks!   Best, Mali see post
Flash Shipping ... HAH!
Placed an order 10/11. Super shocked when I received notice that it had shipped only 7 hours later that same day. (I know this just means a shipping tag was created. Still shocked) Checked tracking info last night and it was supposed to be here today. Well that's total B*** Sh**. Because now, my tracking says Monday at the EARLIEST. I order 95% of my Sephora purchases on line. My local store is in a JC Penny and suffers from constant "We're out of that, we get a truck Friday but we don't know what's on it." Which is a whole other bucket of crazy. But I've been Rouge since June, been shopping with Sephora since January, and every single order I've placed has taken LONGER to get to me with "Flash" shipping than it did with regular. I think I might have to start screen-shotting these first updates that read 2 day delivery times then magically change to over a week.   Sephora, seriously, get your mess together, because I can't tell if your "Flash" shipping program is just poorly implemented, or a complete joke on your consumers. I'm giving some serious consideration to just buying my stuff a-la-carte from individual retailers or maybe taking my business to Ulta. Clearly you guys aren't serious about keeping it.
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BEAUTY RESIDENT kayflora / BEAUTY RESIDENT BEAUTY RESIDENT / replied
This happens literally every time I order with flash shipping! I get the shipping confirmation email either the same or next day, then the package doesn't arrive for at ... see post
"Add more items or remove Welcome Kit to proceed to checkout"
When I tried to finish my first online shop after I became a VIB, the system kept showing "Add more items or remove Welcome Kit to proceed to checkout" and I couldn't move to the next step. I removed all the free sample and cleaned all the promotions, and it still didn't work. Could any one tell my why...Thank you...
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AnnaK21 / NEWCOMER / replied
I'm having the same issue! Don't know what to do. see post
Wrong Shipping Address
Hi, I was expecting my Sephora order to ship by today and when I checked my order status online, I noticed it had been shipped to my previous home address. Is there any way I can have the item reshipped or find out if it was sent to a UPS location for pick-up? Thank you.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Shuerta,   I'm sorry to hear this! I'll send you a PM soon.  see post
what does unsuccessful authorization mean in status?
I placed an order with one day shipping and was very urgent to me, but now the status is showing   STATUS: Unsuccessful Authorization   Please explain on to why this happened.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Sanchu,   I'm sorry to hear this. An unsuccessful authorization means that we were unable to authorize the order and it was not able to go through. I'm going to loo... see post
I didn't get my free samples !
I selected free samples at checkout and I didn't get any of them and my account order history has nothing on it? I ordered about two weeks ago and received my package but no free samples 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @shannonrose97,   I'm sorry to hear that! I'll send you a PM soon.  see post
How do I merge my multiple accounts?
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Lexyfaye,   I will send you a private message so that I can help you with this. Thank you.   Best Wishes,   Janean see post