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NYC Meatpacking District Store
During a vacation to NYC this week, I stopped in Sephora's Meatpacking district store on 5/27 at approximately 2PM. At the time there were no more than six other customers in the store. There were literally more employees than customers. The ONLY sales associate who spoke to me while I was picking out three products to purchase was a gentleman near the perfume. I took my products to a SA near the entrance who had was "ringing up" an item for another customer. As I stood there waiting, with my Rouge card and items in hand, not more than 2' from the SA, another customer approached the SA and stated she needed help with "skin care". I politely remarked that I was next though it would have been obvious to anyone with half a brain and without a sense of entitlement. The SA looked at the customer and said she would help her while finishing the sale. WHY not ask one of the other employees to help her? I have no idea. The SA, who never acknowledged my comment in any way, proceeded to start quizzing the new customer, completely ignoring me who had been standing less than 2' away from her for several minutes holding items for purchase. I decided I didn't want to spend the rest of my vacation in the store NOT getting waited on so I put the items down and left. Later the same day, approximately 8PM, I visited the Times Square Sephora and purchased only ONE of the items I had been considering earlier in the day (Invoice #57202). The SA, Liz, who assisted me could not have been more friendly, helpful and professional. After hearing my Meat Packing store story she apologized though of course it had nothing to do with her. She thanked me for being a Rouge and offered several skin care samples. I suggest you make Liz a manager and move her to the Meat Packing Sephora so she can train that shop's worthless employees what great customer service is.
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Q. IN NEED OF A GOOD UNDER EYE CREAM ! To reduce puffiness & dark circles.
I have tried getting more sleep, makeup , creams and I still cant get rid of the puffiness/dark circles especially in pictures. I need a really really good cream. Any suggestions? Price is not an issue, just need one that truly works.  
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Points of in-store purchases not added!
I can't find my in-store purchase records and points except the first one when I joined BI. But I'm pretty sure I use my BI card to make purchase every time in store. Can anyone help to get my points back?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AnnieGu,   I'll take a look at your account and send you a private message regarding what I find. Check your messages when you get a chance! see post
Q. Can I return a product after a month?
I bought an Urban foundation and after a few uses realizes it didn't fit my tone. I have the box but no receipt. Can I exchange it?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Emmaps23,   If you bought this item from a store, I would suggest contacting the store directly for information about making a return or exchange. You can find yo... see post
Reviews
How can I delete a review?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sun23,   I sent you a message yesterday and assisted you with this! Please view my message when you have a moment, thank you. see post
Is there a different return policy for Rouge versus VIB/BI?
I'm just curious here, but is one of the perks of being Rouge that you get to return an online order without losing your points? I recently purchased online with my friend who is Rouge, using her account, but my credit card. I needed to return one of the items, and went in without her, but with the receipt & packing slip. No one asked for the card. My friend even mentioned that no one ever asks for her Rouge card when she returns her items from online purchases. And she didn't lose any points from my return. However, whenever I have returned things, I've always been asked for my card, and I've always lost the points for the items I've returned. So is this a perk of being a Rouge?   Also, side note/rant: Today I returned a travel item I had bought to qualify for free shipping on an online order recently. The SA gave me such a hard time about it. She wanted me to do an exchange instead of a return. I'm sorry, but why is your free shipping at $75? People are going to throw in items in the $5-10 range to get that free shipping. And then they will return them. If you had a more reasonable amount (like $50-$60) to qualify for free shipping you would see less of these types of returns. And it's not coming out of your personal pay cheque, so why are you being difficult in processing a standard return? *rant over*   Anyway, just curious if Rouge members on here have similar experiences to my friend, where they don't get asked for their card, and they don't lose points, for online returns. And if this is a known and stated perk, or something that SAs just do for them.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nabila89,   I am going to send you a private message to follow up with you on this!  see post
beauty insider card
I have had a beauty insider card for over two years now and just decided to make an online account. However I didn't realize that now my online account isn't synced up with my physical beauty insider card. How can I combine them? Without calling customer service please.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Chelsiepaige-   I'm sending you a message to obtain additional information to link up your accounts. see post
Email help
Can a mod please PM me when you have a moment?   I updated my email the other day, but this morning I still received an email to my old address. I just want to make sure my email is updated.   Thanks so much!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi melde,   I would be happy to help you out with this! I'm going to send you a private message now so I can look into this for you. Thanks!  see post
i dont get email from sephora
i dont receive sephora emails and promotions. really dont want to miss out on the december 15$ off $50 sale
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Funzi,   I'm sending you a message now to help out! see post
Q. i have a notification bubble thing on my ipad app but have no idea what it's for... anyone know?
don't know who to contact about this. it's really annoying to see that notification bubble and not know what it's for!!
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HALL OF FAMER dianabt / HALL OF FAMER HALL OF FAMER / answered
A. Hello everyone!   The app IS indeed for the iphone case with a $25 purchase. Are you able to click the button or notification to make it go away? We're forwarding yo... see post
Wrong 500 points perk!
So I ordered the Bumble and Bumble 500 point perk, and instead got a Clinique point perk. Not even close, Sephora. However, it's labeled on the order form as Bumble and Bumble, so I don't think a store will accept it as a return, but I don't want to be out 500 points.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nikki,   I apologize for the error! I'll send you a message regarding the perk included in this order. see post
Being negative on points if redeemed...
Hello,   I have a question. Lets say i have 100 points and then i redeem them but then i find myself not loving my product, without using it, when i return it i will be negative points because i redeemed them correct? Example: my product was $39, I will become -39 correct?
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Miranda88 / NEWCOMER / replied
I thought so =) Thank you for confirming it. see post
How to recover gift card with a balance
I used a gift card on a recent order and had a balance remaining on it. Unfortunately my gift was thrown out accidentally, is there any way the card info could be retrieved using my order info? Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LCResz,   So sorry that this post fell between the cracks! I received your message regarding this and have requested more info :) see post
Q. Points?
Hey I was just wondering how I get "points" on Sephora.com. Thanks
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HALL OF FAMER tenngal / HALL OF FAMER HALL OF FAMER / answered
A. You receive one point for every dollar spent on merchandise at sephora.com or in Sephora retail stores. Every time you accumulate 100 points in your Beauty Bank, you can... see post
Merging accounts?
s there a way to merge BI accounts? I found 2 cards in my old wallet that don't match my acct number online and am curious if there are points and if I can combine. Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sonjas88,   I would be happy to help you combine your two accounts for you! I'm going to send you a private message now so I can get a little more information fro... see post
VIB Rouge
Do I receive something in the mail for reaching VIB Rouge status?  Am I supposed to be getting a card or something?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi obssionisreal,   You should have received a Rouge Welcome Kit if you just recently qualified! I'm going to send you a private message now so I can look into this ... see post
Q. Cant use Store Credit Online
Why cant store credit be used online ? I dont understand, the money goes to Sephora regardless, and there are so many items that are online only. I know i cant be the only one that hates this, it makes me sooo mad becuase i hate going to store when i can place orders online from home. but then if i ever return something without a receipt i get stuck with store credit that just sits in my wallet forever. is sephora ever gonna change this ??
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SIGHTSEER ametaldiva / SIGHTSEER SIGHTSEER / answered
A. I totally agree! I am VIB and I am on a limited budget atm with health conditions and can't always drive 30 minutes or more to a Sephora to spend a $150 store credit. No... see post
How do I link my Beauty Insider card to my account?
I made a purchase in a Sephora inside JCPenney around 2 weeks ago; however, it shows online that I still have 0 points. Is there a way to link the card to the online account? Thanks
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Xan,   I'm sending you a message now to obtain additional information so that I can link up your accounts. see post
I need my beauty insider card connected to my online account please!
I was given a beauty insider card with my last purchase at sephora in the store, she took my name and birthday but did not take an email. I need to link my card to my account please!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tortor64,   I would be happy to link up your two accounts for you! I'm going to send you a private message now so I can get a little more information from you! Th... see post
missing samples
Hello, I recently placed two orders and got the packages today. However, I am missing three samples that I requested along with the order, but there were on the invoice. Would I still be able to get them?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nicoleyq,   I'm so sorry about that! I'm going to go ahead and send you a private message now so I can help you out with this! Please keep an eye out on your inbo... see post
I forgot to show my BI card, I still have the receipt, am i able to redeem my points?
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EllaN,   I'm sending you a message now to help out with this! see post
OnTrac Shipping?
I am highly concerned that my package is being shipped through OnTrac instead of UPS. I've had tracking issues with UPS, but seeing the yelp reviews on OnTrac scares me. Is Sephora trying to save money by doing this? It already concerns me that there is no estimated date/time of arrival. Maybe it's too soon to tell, but I'm wondering why not UPS?
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SashaRocket / NEWCOMER / replied
HI! I'm live in San Diego in downtown! My order come have to be at my home 20 of may, and now its 26 of may? Why? It was my first time! where is my product that I o... see post
Points were not added to sephora VIB rouge account-help
Hello! I made a purchase today. The Sephora assistant at the registrar forgot to add the points to my VIB rouge insider card. Please let me know how to add those points to my account. I still have the receipt with me.
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SPECIAL GUEST karolyna / SPECIAL GUEST SPECIAL GUEST / replied
Great! Thank you! see post
I can't link my beauty insider account with my online account
I can't figure out how to link my beauty insider account with my online account.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Charissa123,   You will not be able to link your accounts on your own, however I'm sending you a message now to help! see post
about Status: Unsuccessful Authorization
Hello, I have a question. Last Friday, I ordered an item in the morning and another one a couple of hours later. It's been 4 days, but they haven't been shipped yet. I checked my account and found "Status" for both orders say "Unsuccessful Authorization." What does it mean? Thank you.
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romi31236 / NEWCOMER / replied
Hello Nika,   Thank you for your reply. Would you tell me why my orders have been cancelled? Will they go through if I reorder them? I would like to know the reason... see post
Can I phone my local Sephora and request a certain SA to recieve assistance from?
So I've been having trouble with my skin and there's an SA at one of the Sephora's near by that always uses good products whenever it's skincare prep for a makeover or product recommendations. Is there anyway I can call and ask if she's there that day so I can get her help with a new skincare routine. I know you can book makeovers with favourite SA's but she's skincare so I don't think I could book one with her. Sorry if the subject is awkwardly worded, the character limit messes it up a bit.
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BEAUTY PRO Shaelynn / BEAUTY PRO BEAUTY PRO / replied
Well apparently they aren't allowed to tell me if she's in or not, so I guess I'm on my own here. Will have to get help from someone else there or go elsewhere for skinc... see post
I lost my VIB Rouge card? What do i do?
Hi Sephora,   I lost my VIB Rouge card, and i came to the store to see what should i do. They gave me a new card, and insisted me to call the number in the back of my new card so the customer services can deactivated my lost card. The manager at the store said that is the only way that no one can redeem my points with my lost card (i have more than 1k points now). I called Customer Services but seems like they dont know what to do. They told me do not need to worry because in order to redeem points, they need to show their ID. That is no true, i redeemed my points so many times, and never being asked for my ID. What should i do?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @LesVaness05,   I'm so sorry to hear that! I will send you a private message with more information.   Always, Danee see post
Missing Samples!
I just got my package today but none of the samples were with it
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @kshankar,   I'm so sorry the samples were not included in your package! I'll be happy to look into this and I'll send you a private message shortly!   Always... see post
Missing points
I bought the BITE Beauty Watercolor Lip Gloss Library but the points were not added to my account. Can anyone help with this? Thanks in advance!!!  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Nauzi,   I'll be happy to assist you with this! I'm sending you a private message now.   Always, Danee see post
Item purchased months ago and used for first time not working properly
Hi,   I purchased a Living Proof set around the Christmas season last year and never got around to using the Instant Texture Mist until now (sooo many hair products to try out first!).   The "mist" basically comes out as a stream. I have tried running the nozzle under hot water to see if that might work but it did not. I actually really like the product (still workable if I try distributing it evenly with my fingers), but I think I would enjoy it much more if it the product was working as intended.   I was curious if there were any options for me? Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi akromahime,   You are welcome to call the store to learn whether or not they can facilitate an exchange or return, but returns are ultimately up to the discretion... see post