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oklady2013
Anyone having trouble with PM to mods or others?
Sorry to post this here but I can't seem to get a response otherwise.  I tried a message via FB and got no response there either so I'm assuming the PM part of the system is a big glitch.   I tried to PM DianaBT about an issue and got a big red notice saying Dianabt doesn't have private messages enabled.     I tried to contact her via her page, via an old email to me & via a post she made a few hours ago. None worked     I think this is an error as she is a mod. I'm just trying to let someone know there is an issue.   Thanks to whichever of the mods sees this & let's Diana know there is an issue.    
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simplylala
BEAUTY PRO simplylala / BEAUTY PRO BEAUTY PRO / replied
I am also having a problem with PMs. I sent 2 mods a PM and is still waiting for a response. The messages were read already. I am willing to wait for a response, I know ... see post
shadow1021sqsq
MIssing samples in my orders
I just received 2 packages from Sephora. And i found the samples are missing in both of my orders.  
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bananazee
How do we remove pictures that were uploaded with a post?
I have a post that had links and I had deleted all the pictures attacked when I was posting. After I clicked post, there were pictures included anyway and I really want to remove the pictures from the post. How do I do that? Thanks!
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bananazee, :)   There is a drop-down window on the right upper corner of your comment/post. Press "Edit" and delete it.   see post
SiteNo8
missing part of order
I received most of my VIB order today. I ordered 2 of #1651082 Advanced Brightening Deluxe Wild Rose Trio, but there is only 1 in the box. Please send the second as soon as possible?   I also have to say that the packing job wasn't great. The #1648955 Nudestix Giltylove Holiday Kit was open and the components tossed around in the shipping box. Perhaps it could have been wrapped to avoid damage? I paid $55.00 (CDN) for it, and I expected better care, although I realise it has been a very hectic order period for Sephora.    Thanks.
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SiteNo8
BEAUTY BUFF SiteNo8 / BEAUTY BUFF BEAUTY BUFF / replied
So I thought I'd share Sephora's solution: They will not ship out the item I ordered, they will only refund $27.40, which is the price of the item, minus VIB discount, p... see post
Iris0807
My order of October 31th is still missings
I'm very disappointed. I've ordered a couple of products on October 31th. Now it's November 23th and the order is still not dispached.   I've contacted the customer support about 4 times and they are not able to tell me where my parcel is or when it will arrive in Germany. They are also not able to cancel the order and refund it. I think I don't have to say that the order is also paid since 3 weeks.   Sorry this behavior is poor :-(   I don't know what else I could do.   Iris  
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Iris0807
Iris0807 / NEWCOMER / replied
Hi Anna,   thanks for your fast answer.   Could you please tell my why I got no information about the refund. I'm also a bit confused because I didn't send anything... see post
katiecon
500 Point Perk Return
I just got the Smashbox 500 Pt Perk and I hate it. The lipstick is too bright for me, the eyeshadows are too light, and the primer is barley enough for one application. Can I return this for 500 points back, since it is a lot of points and I spent 500 to even get it?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katie,   I'm sorry that your Smashbox Perk didn't work for you! Unfortunately, the deluxe samples are not returnable. Nevertheless I advise you to check with the ... see post
DaryaDrychak
My order from November 15th still hadn't been shipped. When it'll be shipped?
My order from November 15th still hadn't been shipped. When it'll be shipped? I need it before December 10th, will it arrive by then?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Darya,   I'm sorry that your order hasn't been shipped yet. We experienced higher than expected order volume within the past 3-4 days and our Fulfillment Center i... see post
Gina303
Having trouble placing my order online, please help
Hi, I am trying to place an order with you guys and I am having some difficulty doing so. I am an American living in Japan. So my items would be shipped to Japan. I am trying to order 9 things and like 5 of my things say “item can’t ship to your address” I am really unsure about this, because I am not shipping hazardous goods like perfume or alcohol/spray bottles. If it helps at all, I am trying to order:   1 Urban Decay Naked palette (the original one) 1 Nars eyeliner 1 Nars lipstick in Cruising 1 Urban Decay lipstick in Naked 1 Urban Decay lipstick in Fiend 1 Too Faced Lipstick in Spice Spice baby These are the items that won’t go thru.   The Bite Lipstick in Pepper says it’s okay and will ship just fine and the Too Faced Chocolate Bar palette will go through too and the holiday bag. I really hope you guys can help me. This is a small little Christmas order for myself, have been sort of waiting all year to order this. And will be my first 2 palettes ever. So I’d really like to receive these things. Can anyone help me? If it helps, I already have every thing in my shopping cart and all my shipping info and payment info is already on my Sephora page. Please help me someone. : )  
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gina303,   I'm sorry about that! Unfortunately, at this time there are some brands that we are unable to send internationally. Urban Decay and Nars are one of the... see post
thaniabun
Q. VIB EMAILS
When I log into my account it says IM a VIB, but I haven't received any Sephora emails besides the ones to confirm an order in months, I check my spam folder and added sephora to my contacts but nothing.  I made a new email address and changed my account to the new one and still nothing I haven't gotten any emails letting me know IM a VIB or promos or anything. Is there anyway I can find out about VIB offers and promos so I don't miss out?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Thaniabun,   I am so sorry that you have not been receiving our VIB emails! I will send you a message to help and to research this further. Thank you for your pat... see post
Jamie23
Combining accounts
Hi, I would like to combine my accounts. I have a VIB account in store, and I made two online. How can I combining those accounts? Will my points be combined as well?
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NatalieM11
NatalieM11 / NEWCOMER / replied
Hi Melissa,    I need to combine my accounts as well.    Thanks, Natalie see post
Elaineelam84
Cancelled Order
"Unfortunately, as one or more of your items was out of stock, we had to cancel you order. We will be replacing your order soon if able...The new order will be shipped express shipping at no additional charge to you."   Before I got this email, I reordered everything after it was cancelled. Does this mean I'm going to be charged twice if they do replace my order? I'm hoping they don't replace it but if they do, how can I cancel it?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Elaineelam84,   We're so sorry about that! If you were able to successfully place another order, you will only be charged once seeing as the previous order was ca... see post
SweetCanadian
Lack of Shipping Number?
I placed on order on November 14th, and received a shipping notice a week later. However, whenever I check my order status online, it still says in progress? I am a VIB Rogue, and I know you guys have had an influx of orders but I would expect that when I get a shipping notice that there is a tracking number. And that the order would not take more than a week to arrive since I live just outside of the Toronto area.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Robyn,   I'm sorry that your order has been delayed! It looks like it already was shipped and is on its way to you. Once your order arrives at our border facility... see post
jennawoo
My package still hasn't shipped as of today (Friday), and I'm leaving my home for a week on Tuesday.
Hello,    I know there has been an influx of orders and I completely understand. I only write because it's coming a bit down to the wire for me. I placed a several part order on November 16th. All of the packages but one have been shipped and have arrived, so thank you for that! My concern is that my one remaining order hasn't even shipped yet, despite the last Customer Service email I received stating it would be delivered by Monday, the 24th. I leave my apartment for a week on Tuesday the 25th, and I really don't want to leave it on my doorstep to be rained upon or stolen.    Can you post or PM me with a shipping update?   Thank you!
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jennawoo
SPECIAL GUEST jennawoo / SPECIAL GUEST SPECIAL GUEST / replied
Hi Zanna,    I got one PM from you asking for my order number, and I responded immediately. I have yet to hear back from that message.   To make matters stranger, I ... see post
stephob
Can't add VIB birthday gift
I am placing an order but can't get my VIB birthday gift to add. It is still my birthday month and I haven't used the offer yet.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI Janie,   It looks like your order has been sent to fulfillment with your Birthday gift inside. I'm glad that you were able to add it and hope you will enjoy your ... see post
Frimousse1710
"Sent to Warehouse" and "unsuccessful authorization."
  I placed 2 orders on Friday afternoon. One of the order's status says "Sent to Warehouse", but the other says "unsuccessful authorization." Do I have to place that order again?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Miramond! :)   "Unsuccessful authorization" status means that your order was unable to be shipped. One of the reasons for that might be wrong billing information.... see post
j3ss26
Shipped to wrong address???
I just placed an order minutes ago and accidentally had the wrong address on there. I thought I had changed it, but that was the billing address. I want to know if it is possible to change the address at this point??
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jess,   It seems that you have already been helped by our Beauty Adviser. Let me know if you have any other questions.   see post
NikkiKristine
Will Sephora be selling more Bite Mix'N'Mingle Set?? So sad I can find it online anymore...
Will Sephora be selling more Bite Mix'N'Mingle Set?? So sad I can find it online anymore...
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NikkiKristine,   The  Bite Beauty Mix N' Mingle  is temporarily out of stock, and unfortunately right now we are unable to tell you when it will be restocked. Ple... see post
Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
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katezzz
BEAUTY MAVEN katezzz / BEAUTY MAVEN BEAUTY MAVEN / replied
Did they help you? I was offered 25 points instead. I will call them when I have some free time. if you haven't gotten response you can talk to the mod Anna, she replies... see post
sarzybarzy
Linking VIB card to this account
I called customer service over a year ago to link my card to this account and it never happened. Is there anyway I can do this?
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lanahanna
lanahanna / NEWCOMER / replied
Hi girls, same thing to me. I get VIB rouge but I cannot link it to my sephora account. So basically if promotions are sent out via emails (which I assume happening quit... see post
katezzz
no sample at all !
I hate to say this, but I am really disappointed again.   I am a VIB Rouge member which means that I can get free shipping every order. I could have separate all my orders and get three samples each time. Since I got quite a lot of products during the sale, I could have got a lot of samples.   However, I was being quite eco-friendly and I ordered several of my products in one order. And what happened to me is that I got no sample in that box at all. Even though, I selected those samples and they are printed on my receipt.   I hope this get solved and I can get a reasonable answer for why this is happening to me. Since I do receive another package right after this one and there are samples in that box, which means none of the sample were out of stock when Sephora people boxing this one for me.
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katezzz
BEAUTY MAVEN katezzz / BEAUTY MAVEN BEAUTY MAVEN / replied
As a matter of fact, I could have placed the order separately and get 3*the number of products of samples and what I get instead, for being a nice person is just getting... see post
khamsa
Missing Samples... again.
I do hate to complain about something so minor as free samples, but if I didn't want to try them, I wouldn't order them, would I?    This isn't about missing out on -a- sample (like my previous order) my latest order had -no- samples whatsoever.      I'm really disappointed. Again. I don't always buy from samples, but it's a way to find new products and I was looking forward to trying all three of them. Substitutions I understand. A complete absence, nope.    =(   
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KAREN118
BEAUTY MAVEN KAREN118 / BEAUTY MAVEN BEAUTY MAVEN / replied
Happened to me as well.  I selected three and got none at all (not even substitutes). see post
Cosmicmuffin69
UPS marked as delivered but hasn't arrived
My order was scheduled to arrive yesterday and marked as delivered at 1:43PM, but when I got home at 4:30 it was nowhere to be found. I checked with neighbors and on the other porches. I'm afraid it was stolen. I've never had an issue with deliveries before. The package was my birthday gift, several other items, and an item I purchaed with 500 beauty insider points.  What if the package was stolen and UPS denies the claim? Will I get my items and the special gifts? I don't even want a refund I just want the product.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cosmicmuffin69,   I am so sorry to hear that you were unable to find your package! I'm going to send you a private message so I can resolve this for you! see post
gorbeh
Shipping fee refund please
Hi, I placed an online order on Tuesday morning (11/18/14) and selected 1 day shipping. The order just shipped this morning (Friday 11/21/14) and I want a refund of the shipping fees I paid since it's now going to arrive outside the promised 2 to 3 business days total delivery time frame. Can someone assist me? Thanks
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gorbeh
SCENE QUEEN gorbeh / SCENE QUEEN SCENE QUEEN / replied
Thanks so much! see post
jennnniferr
Missing package
Has anyone dealt with an unreceived package before? How long does it take them to investigate and resend the package? It's been 24 hours since I've called and filed a claim but have not received any update or email notification.This has got to be the longest time I've waited for a package to come from Sephora
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Cosmicmuffin69
Cosmicmuffin69 / NEWCOMER / replied
From what I've heard you have to wait 8 days for UPS to complete their investigation. My package was marked as delivered yesterday, but it's nowhere to be found. I'm afr... see post
Bradrey
VIB status
How do I connect my VIB card to my account? Thanks.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bradley,   I would be happy to help you link your accounts. I'm going to send you a PM so I can help you out with that :) see post
irisedjasmine1
When will we recieve the $20 off $50 card for 2014?
Does anyone know when the $20 off $50 Cards go out? I didn't receive my catalog or email for the 20% off sale so I want to make sure I get this card and if I don't get it in the mail is it automatically on my VIB card?
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NicoleS1123
SCENE QUEEN NicoleS1123 / SCENE QUEEN SCENE QUEEN / replied
I am also concerned I will not recieve my $20 off $50 coupon. I never recieved my 20% off discount via mail or e-mail and I never recieve catalogs. Thankfully I watched ... see post
barginbeauty11
Emails have stopped.
After getting rouge status I stopped getting emails. I still have my account saying that emails are suppose to be sent to me but they aren't. Is there a reason for this?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi barginbeauty11,    Sorry you haven't been receiving emails from us! I'll go ahead and refresh your email subscription to make sure you are getting all of our prom... see post
Liyao
incomplete mail
I order my Nars cheek palette with two 500pt rewards, my mail only came with 1 500 pt reward.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Liyao,   I am sorry that your order was missing some of the items. I am going to send you a private message to assist you further with this.  see post
RubyF
Q. shipping delay!!!
I have the same issue as most of the people posting, my order wont be on time (because of them taking forever to process) and I'm leaving the country for a month. I tried to cancel and they said they will reply to me within 24-48 hours just to let me know if my order was cancelled or not!   Awful customer service! If you promise to ship in 1-2 business days DO IT!! STOP MISLEADING CUSTOMERS!!!!
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. @RubyF - If you do not hear back within the quoted time-frame, please send me or one of the other mods a message and we'd be happy to follow up for you.     xo, Mia see post