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June 2016 Play! box
I haven't received my June 2016 Play! box yet and I haven't gotten any shipping info. Is it likely that I will receive it before the month ends in 2 days? In the Play! FAQs it says that they normally get sent out the third week of the month. Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mustlovecats, I will look into this for you and send you a message with more information. see post
Points disappeared after failed order
Just tried to place an order online including a 100-point perk. Got an error message when attempting to confirm the order. My points balance is inexplicably now down to 37 from 110 (see screen cap of my points/status page), even if I empty out my cart and refresh.   Help?    
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dyslexia,   I'm sorry for the error! In reviewing your account, I see that your current balance is 110. Please log out of your account then log back in as this sh... see post
Cannot access shopping cart or orders
Every time I try to clock on my basket or my past orders I get the following message:   Bad Request Your browser sent a request that this server could not understand. Size of a request header field exceeds server limit. Cookie /n   Apache Server at *.sephora.com Port 443   
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BEAUTY BOSS greenteafueled / BEAUTY BOSS BEAUTY BOSS / replied
Hi Stephanie, I am using google chrome. I will try the solutions you listed, thanks! see post
My Beauty Insider Card isnt linked my online account?
Is there any way I can link them together? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TheTigerKitty,   I will send you a private message to help you link these together :)   Always, Danee see post
Didn't get any of the samples I asked for?
Part of the reason I order online is because I can always get samples to try out before deciding on a full priced item. I was excited for the samples I was supposed to get with my order this time but none of them showed up? I frequently order online and paid for flash shipping because of that. If this is going to be a thing that's going to keep happening there's no point to ordering online for me
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wasabii,   Sorry about that! I'll send you a PM shortly to help. see post
Points not showing up!
I bought a concealer and opened up a Beauty Insider account, but when I made an account online, it says I have 0 points. Is it because I need to sync my online account and my card somehow? I still have the receipt and can provide any information that is needed.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kwang27,   It looks like your BI card is not linked to your online account! I'll send you a PM to assist you with this.   Always, Danee see post
Discrepancy between points online and on card
There is a discrepancy between the points that I have on my online account and on the card I use in stores. Is there a way to fix it so that my points will be the same on both accounts?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jesssicayu1,   In reviewing your account, it appears that one of our representatives has assisted you with this :) If you have any additional questions or concern... see post
I recently bought a product now it's on sale is there any way to get in-store credit?
I bought a product, now it's on sale is there any way to get the price difference? Do I need my receipt or is there a way to prove that I bought it from my beauty insider point system?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LeciaaLove,   I will send you a private message in regards to this. Please check your messages, when you get the chance. Thank you!    Best Wishes,   Jane... see post
Potential Canada Post Strike
There is a likely Canada Post lockout/strike to occur starting July 2, 2016. Does Sephora have a contingency plan in place to deal with this strike? How will orders be shipped?   Thanks!
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BEAUTY MAVEN rebeccadarcy / BEAUTY MAVEN BEAUTY MAVEN / replied
Thanks so much, I am glad Sephora is prepared in case of a strike! see post
WELL....SEPHORA CUSTOMER SERVICE WON THE BATTLE
This is my experience and I hope this post is not deleted and if so hopefully some will have read this.  My only hope is that "someone" in "corporate" will read this.     I bought the Becca JH eye pallet in store 1 to 2 days before it was pulled. I spent over $200 on that one trip.  I have called Sephora, Store, emailed "client services", and struggled for an answer from StephanieBT on this forum. I live 30 miles from my closest Sephora and online they were making the returns without having to send the pallet back.  I did not feel I should have to drive 30 miles to return a product they pulled because it was "Sephora's Policy".  In dealing with this for over 9 days I have never received so many automated and vague answers from a company before. I have worked retail so i very rarely complain, but this was a unique situation.  It was not my fault.  Basically all the answers from everyone were "sorry this is policy.  Is there anything else we can help you with?.  My emails were returned only after I posted on this forum.  They were all signed "client services".  I was given a number to call which was the original number I called when I began this process.  In my dealings with StephanieBT after struggling to get a reply from my first post i reposted our conversation.  I was accused of spamming by StephanieBT.  I am 52 years old and I don't even know how to spam lol.  After she removed the thread, and we replied back and forth a few times, I was nice but told her I was dissatisfied and asked for her supervisors email.  The response was the email to "client services".  By this point it was almost becoming comical because she was aware I had emailed them numerous times.  It is not an actual person.  So no I was never given a supervisors email.  Unfortunately I understand how "corporate" works.  They want their employees to give vague answers on policy and hope the customer will go away and I am sure they do not want their employees forwarding things like this to corporate.  THERE IS ALWAYS SOMEONE IN CORPORATE THAT CAN HANDLE UNIQUE SITUATIONS.  I was dissatisfied that I as a customer had to drive 30 miles when online they were not asked to return the pallet to keep them from being inconvenienced but because I had bought in store I had to drive 30 miles. I have emailed becca about this issue and advised them they should also do launches with Ulta.  I received a prompt reply with promises to send me a token of their appreciation.  After dealing with this for 9 days I drove the 30 miles to return my pallet and another item i had purchased just because i was irritable at sephora.  I also need to add that when I made my original purchase I bought 2 of the hourglass powders and when I got to the car checked the merchandise and one of the powders was broken.  So i returned both never having bought these powders a little concerned about how they would hold up but I chose to keep one to try.  The color I wanted to keep was the one that was broken.  I also used my ViB 10% on this purchase.  So on my receipt it stated return/exchange.  Didn't look at the receipt again until I went back to make the eyeshadow pallet return and the powder showed returned for the amount with the 10% but for the exchange I was charged full price.  The store manager did make it right, but had I not noticed there would have been a circumstance that I would have been taken advantage of.  I'm sure the computers are set up that way.There are other outlets to buy these products.  I finally went online and was surprised there were so many forums that related to bad customer service regarding Sephora.  A lot of the complaints were that their posts were deleted from Sephora's website. Which i did have that done by Stephanie BT.  I did not post on these sites as this is not my goal.  My goal was to be acknowledged by someone who understood the situation.  They make you feel you are special once you reach VIB and VIB Rouge. It is all a marketing tool. I am VIB and not far away from being VIB Rouge.  No one was outright rude except for StephanieBT to accuse me of spamming when all I wanted was a reply. Thanks for reading and hoping if any of you ladies have a problem it is taken care of in a more personal manner.            
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi slyoung63,   I have responded to your PMs regarding this, please check your messages when you have a chance! see post
Beauty Insider Points
I was wondering if anyone could help me with my beauty insider account. I am a VIB and have points from shopping in store but my online account says I have 0. How do I get my points and status to show up online?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi katiejanov,   I'm sending you a PM right now so I can help you with this!   Always, Danee see post
Wrong birthday on my account?
It seems that when i registered i put the wrong persons birthday on my account. Can someone help me fix it to July 8 ? It would be greatly appreciated. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi @hstyles1224,    I have updated your birthday on your account. Thank you!    Best Wishes,   Janean see post
Promotion event over real service?
Just some feedback - I went to the Sephora Store in King of Prussia yesterday to get new foundation. When I went in I was approached by a saleswoman who had on a Sephora/Lancome branded apron (there seemed to be a promotional Lancome event going on - there was a sign in the front of the store and lots of small signs around promoting a Lancome lipstick). She asked if she could help me and I told her I was looking for a full coverage foundation to help hide my melasma and that I was looking at CoverFX, Tarte, and KatVon D because I wanted a cruelty-free brand. She immediately walked me over to the Lancome aisle and began telling me why the Lancome foundation was really the best option. I let her do her pitch and then again told her I preferred the cruelty-free options, but I was willing to try them all. We sat down and she then began telling me why I needed to buy a brightening serum for my melasma. I had already told her earlier that I see a dermatologist, have chemical peels, use retin-A, and have even had light therapy - and the melasma still is there. I was at Sephora because this had not worked and I simply wanted foundation to help cover. I told her that in my case, I doubted it would work when light therapy didn't even help. She started to argue with me. I just let it go and she then put on the foundation.   She then said, look how much better it looks! When I looked in the mirror, I could see a clear difference in color between my face and my neck. I told her it looked orange and that it actually made the melasma darker. She said, "Yeah, I can see how you might say that." And....she just sat there. So, I asked AGAIN if I could try the cruelty-free CoverFX and Tarte. I just wanted to know my shades. She began packing up her Lancome products and said "Sure, I'll get someone else to help you with that."   Another employee then came over and was very helpful and respectful of what I was looking for. I was unable to purchase what I tried on because they were out of it, but she gave me a good sized sample to take home until I could purchase.   The whole experience left a bad taste in my mouth. I come to Sephora because of the wide variety of brands and because you offer a variety of cruelty-free/vegan options. I felt as though the first salesgirl was there to pitch Lancome - and that goal came before serving me as a customer. When I saw her with another customer, she was again using all of the Lancome products.    Just not a good experience. 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rb8531,   I'm sorry to hear about this experience! I will PM you now to assist you further. see post
I purchased some products from sephora and gave my VIB card to the cashier but she forgot to scan it! Is there a way i can get my points??
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @TarndeepC,   I will send you a private message, so that I can help you with this. Thank you!    Best Wishes,   Janean see post
Gwen Stefani eye palette
I ordered the GS eyeshadow palette online last week & noticed it has dropped in price. Would I be able to get a price adjustment?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ekg1,   I will send you a private message with more information regarding this!   Always, Danee see post
Hi, I just placed an order and need the address to be changed
Hi,   i placed an order under the wrong address and need the address to be changed asap. I already contacted emailed sephora but they have not gotten back to me yet. One of my order says that it already had shipped but I also still have a few more order where I'm trying to change the shipping address before it gets shipped out. Please help!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pekan,   Sorry about that! Regrettably, we have a very limited window of time to make modifications to orders (just a few minutes usually). In the future, I would... see post
Beauty Points
Hi, I've purchased items from September 2015 but it was the first time I purchased anything and forgot I made an account before. Can I still redeem my points to my account? Thanks!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi binchofcolor,   I can help! I'll PM you shortly for more info. see post
Beauty Insider PointsI
Hello,   I made two separate purchases in my local Sephora store today and neither purchase is showing up on my purchase history or in my Beauty Insider points. Is there any way this can be fixed?   Thank you.   Grace
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi graceatblb,   I can help you with this! I'll send you a PM now :)   Always, Danee see post
Forgot to use VIB card for purchase
I forgot to give the cashier by Beauty Insider card when I checked out. Is there a way I can add those points to my account?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KatSax,   I'm happy to help with this! I'll PM you in a moment for the necessary info. see post
Sun Safety Kit 2016
Will there be a Sun Safety Kit this year? If so, can you share a release date?  
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KatNVaBch / FRESH FACE / replied
Ordered mine tonite for upcoming trip.  Travel sizes are perfect for carrying in purse, especially the makeup setting sprays that can be reapplied through the day.  see post
Beauty insider
hi! i forgot to use my beauty insider card today, is it posible to still earn my points? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Louch,   I'm happy to help, and will send you a PM shortly. see post
Frustrated with Sephora Customer Service
So basically sephora stole my money, i paid 350 usd and at first i received a confirmation email. but 2 hours later they said the order was cancelled and no money was taken out but checking my bank account it says that sephora has recieived a payment from my account. I called up the bank and they said the same thing. I then freaked out and decided to call customer service and was greeted by a very rude man who hung up on me half way through my explanation. I am appalled and disgusted by this service, sephora really needs to fix their crap.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi humaira123,   I'm so sorry to hear about your recent order and for the service you were provided over the phone! I will send you a private message so I can assist... see post
Received my order today and an item is missing?
I placed an order earlier this week, and one of the items was missing from my box? The order was for the CLINIQUE Pep-Start sampler set, but it appears that mine is missing the eye cream? What do I need to do to get this fixed?      
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Simplycaren, I will send you a message to help. see post
Q. VIB Acc Issue
So a couple of weeks ago I realized that points weren't getting to my account online but they went through in the card. I asked how to get the points transferred to this account and someone here helped. However, last night I purchased something and achieved VIB where I got a new card but the cashier told me that I need to get rid of one of the accounts because there still are two accounts... Could someone help me and still keep my points?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi polarizedsophia!   I can assist you with this. I'll send you a private message now :)   Always, Danee see post
Play box
I received my invitation for the play box and every time I try to subscribe it says I'm not a beauty insider. Trying to re-sign up as an insider gives me a bi error. I don't want to miss my chance  
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry! We don't have any info on that yet. Please stay tuned for updates. see post
Unsuccessful Authorization Order
hi i just ordered many items and it says that the order is unsuccessful authorization.... the money had gone out my bank straight away which i find very odd, i'd like to know why my order was not successful as the payment has gone out in full.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Moe94,   I'm happy to check on this for you. I will PM you in just a moment. see post
unsuccessful authorization
Hello I order a jaclyn champagne palette collection more than a week ago and I have not heard anything from it I looked up on my order list in your Sephora website and the status says unsuccessful authorisation. I have checked my details and my bank account details are Correct and my money has also been taken out from my bank account. I also emailed the customer services and I havent got any reply from them. I hope someone can help me
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tarlet,   I will check on this for you and send you a PM shortly with more info. see post
How can I recover points?
I bought something in store but forgot to give my beauty insider card. How can I get my points added to my account? I have my reciept.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JessicaV7,   I'm happy to help with this! I'll send you a PM shortly for more information. see post
Link Online account to BI Card
I finally got off the Play waitlist so I finished making my online account. I realized that it's not linked to my Beauty Insider card. Can someone help me merge the 2? I don't want to miss out on points.   Thank you!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Monidrawz, I will send you a message to help. see post
i need my online acct linked to my instore acct and points.
please help
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vancitygypsy,    I will send you a PM to help :)   Always, Danee see post