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Why are points not showing in my account?
Hi, I have made several purchases past month and week inside the JcP Sephora store and I'm checking my account and is not showing any points.  
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Alvarez08 / NEWCOMER / replied
Thank you so much see post
MY ORDER GOT CANCEL WITHOUT ANY REASON! ANYTHING I CAN DO?
Hi I place an order on an item that is normally out of stock. I check  every day to wait for it to become available. When i was finally able to purchase the item, they called me back 3 days later saying it my order was cancel. I called the customer service and they just told me the item is now out of stock again and wouldn't do anything for me. I am piss about how sephora is treating their customer like this. Anything I can do about it?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @hao1234,   I'll look into this for you and pm you shortly! see post
Affiliate program US
I signed up for affiliate program but it's only letting me do BR and AU; not US! Help!
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BEAUTY BRAINIAC JNN0321 / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
Still waiting :-( see post
Order still processing.
I placed an order about 3 days ago and my order of multiple things is still saying that its processing which normally only takes on day and then it says its out for shipping, which this time its not? please get back to me???
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Madeleine5,   Due to our recent Spring Bonus promotion and higher order volume, orders may take a bit longer than usual to process. Upon review, your order is cu... see post
ORDER STATUS%3A UNSUCCESSFUL AUTHORIZATION REASON?
I made an order last April 23, 2017 and I just found out through check the order status here on the website that it's "Unsuccessful Authorization". Now, I wasn't sent an e-mail for this so I don't know what the problem could be. I am not able to check my account if it was charged or not until a few more days when the card bill arrives but I have to place to order before then. How can I possibly know the cause of my transaction being unsuccessful? A fast reply would also be greatly appreciated. Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JamesDelfy,   I'm sorry your order has been cancelled and that you didn't receive a cancellation email! I'll look into this for you then send you a PM with more i... see post
Birthday Gift after Birthday Month
I forgot to redeem my birthday gift, it was almost 2 months ago.... Can I still redeem my gift?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Taraeatscakes,   In reviewing your account, it appears that the birthday we have saved is in March. I will send you a PM to assist you further.   Always, Da... see post
My in store purchase isn't showing up
I made a purchase yesterday in store and it's not showing in my points or recent purchases. It was a good amount so I would like to get those points. My Rouge card was used, I was able to get the 20%. Thanks.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dani2024,   I've updated your bday to July 20th for you!   Always, Danee see post
Transferring points from one account to another
I accidentally used the wrong Sephora account when I made a large purchase, so is there any way to get the points transferred to another account? Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DNhenry,   Yes! I can help you with this. I'll send you a PM now.   Always, Danee see post
Change my birthday on Sephora
love Sephora!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MashalA,   I've updated your birthday to Dec. 30th for you :)   Always, Danee see post
Order Status: Unsuccessful Authorization
Hi. I placed my order on Friday (5 days ago) and just checked the order and says "Status: Unsuccessful Authorization".   I have ordered in the past without any issue however my previous credit card expired and this is my first time using the new one on Sephora. I haven't changed my Billing or Shipping address.   Do I need to open a new account? I don't want to loose my VIB Rouge status
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alpey / NEWCOMER / replied
my order says unsuccessful authorization but i've used this credit card elsewhere. what can i do   see post
Samples
I ordered three skincare items during the spring sale and didn't get my samples. When will I receive these?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tatyana11,   I'm so sorry to hear your samples were missing from your order! I'm going to send you a PM now so I can assist you with this. Thanks! see post
Order stuck in progress for 3 days
My order has been stuck in progress for the past 3 days with no change in sight. I understand that this is during a VIB sale but even so I would like some sort of status update on my order so I know it at least hasn't been canceled and I'm not wasting my time. Nothing in my order is out of stock so it seems unusual for the processing time to be this long.    
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yuniee,   Upon review, it appears your order was placed over the weekend on a Saturday, so it did not start processing until yesterday. All Sephora orders have a ... see post
Didn't receive any samples with my order
Hi, My order from the VIB sale arrived today with everything I ordered, but no samples. I selected 3, and none of them were included. Will I receive them at a later date or am I out of luck?    Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CourtneyNotLove,   I'm sorry to hear this but happy to hear this been resolved. Thanks! 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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smiley27 / RISING STAR / replied
Can I request products to be cruelty free? see post
New Website
What's the deal with your new website? Many links are broken or take me to blank pages. The menus drop down for a micro second.  I have to try several times before I can grab a link (that is then broken or a blank page).  Even my Beauty Talk links are broken!  However, Beauty Talk is the only thing that seems to work moderately well if I can get past the screen not scrolling or scrolling significantly past the next item.   I hope this is just a test run or an anomaly that will be fixed shortly (like within the next few hours).  I don't normally complain, but I don't like change and I don't like change that doesn't work.
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BEAUTY BRAINIAC megoomegoo / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
the new drop down menu is so annoying!  everytime i move my mouse arond the screen if it touches the menu, the drop down menu autometically shows up and covers the whole... see post
missing and empty packages
I placed 3 orders, one before the VIB sale and 2 during the sale and only got package. The one before the sale never came. And I received my third package today only to see nothing in there except for the three free samples. Never more disappointed in Sephora.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Chynie,   I'm so sorry to hear your order arrived to you in that condition. I'll send you a PM shortly to assist you.  see post
Forgot samples :(
Hi! I placed an online order but silly me forgot to select 3 samples. Is there anyway I can add my samples to the order after its' been placed? Thanks!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Jazbao,   I will send you a private message in regards to this.    Best Wishes,   Janean see post
Hi can you help me match up my VIB account to my online account please%3F
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @TiffEckholdt,   I will send you a PM so I can help you with this.    Best Wishes,   Janean see post
Missing 75% of my order
This is not really a question, more of a comment. Basically, I ordered 4 products ($200 worth!) and received 1 item and my 3 samples. My 3 purchased items were missing from my order! I was so excited to get my package today, and so bummed to find most of it missing. I did call and they are re-sending my items, however complimentary flash shipping would have been nice. I just don't understand the quality checks that are in place if a box goes out with 3 out of 4 items missing!
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MeganBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi niseypiece,    I'm really sorry to hear this and I'm glad that your missing items have not been sent out to you. I will share your feedback with our warehouse tea... see post
returns
i bought a bottle of commodity magnolia eau de parfum about 2 and half months ago, i no longer have the box or receipt, however i bought online so i think i can print it out, i barely used any of the product can i still return or exchange for store credit?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi YWCH,   I'm sorry to hear that product isn't working out for you! You can send the item back to us using the prepaid merchandise return label which can be printed... see post
Wrong Birthday
I'm not really sure why but when I signed up it apparently gave me the wrong birthday. It's supposed to be August 26 but it is listed as Jan 1st. Is there a way to fix this?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rythea,   I've updated your birthday to August 26th for you!   Always, Danee see post
be careful careful calling the 1-800 number
I ordered the bare minerals Ingrid Nelson kit and selected my foundation shade as fair. When they sent a confirmation email my foundation shade wasn't on it so I emailed them, they said that it was on the order and that they could not change or cancel my order, my order wasn't even processed yet.I replied and asked why I was not getting the item I paid for.  When I did not receive another reply, I called the 1-800 number for customer service they said it was my fault that I did not have the shade selected at checkout and tried to offer me points as compensation. It was not until I put up a fuss and arguing that I was not getting something I was charged for did the representative say they would talk to a manager. They should be offer a refund or to have it shipped out to you not this extra points as the first option in this situation.     I'm all for being understanding to customer service people seeing as I work in customer service but this was just disgusting.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ldiet,   I am so sorry to hear about your recent phone experience and thank you for bringing this to our attention! I'm going to look into this for you then send ... see post
Hello%2C Is it possible to cancel my order%3F Order
Hello, Is it possible to cancel my order? Thank you.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AliceChe, As your order has already started processing, I'm not able to cancel it. If you no longer want the items, you can send them back to us using the prepaid mer... see post
Linking my VIB account to my online account
I need help linking my VIB account to my online account.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JoAnna1117, I will send you a message to help. see post
Hi, was wondering why I haven't received postal mail? Subscribed awhile ago and have yet to receive anything. Thanks for the help!
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kimshady, All of the information for upcoming promotions is sent via email. We do send out some direct mail, but it is not sent to all clients like the emails. If you... see post
WTF is wrong with the Sephora website?
I've been trying to order for the last few hours and, although I can click to order items, there is no shopping cart to be found on the website. When I called in, the customer service rep couldn't help me. I've ordered online from Sephora many times in the past, but the past two times there was a sale, I haven't been able to see my cart. I don't want to sound like a conspiracy theorist, but I'm wondering if this is a way for them not to process sale items...
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turtlegirl79 / FRESH FACE / replied
I had the same problem and clearing cookies didn't work.  Just ordered from somewhere else. Pretty annoying especially since the sale ends soon! We shouldn't have to use... see post
Delay too long
My Oder from 04/18/17 still does not show shipping info. When I contacte, both time, the same reply to expect a delay. 1-3 days or 2-4 days. My order was 6 days ago, full 4 business days. This is not even expecting 2-day flash delivery.   I am extremely concerned the order was neglected. Please stop repeating the same answer of expected delay. Confirm my order is not lost in the system, and projected delivery date.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @minsd,   I'll take a look into this and PM you shortly.  see post
Can't check out despite order total owed being $0.00
I have been trying to make a purchase using my gift card that has not been used before. I was worried that it had been used by someone as it had been emailed to a now compromised email account and one of your BTs refused to transfer it to my account as credit, but I have checked again and again and the full total is still there.   Despite this, I keep getting a message saying that "Your Gift Card credit is less than Order Total. Please add another payment method." I have deleted the gift card and entered it again, yet the same problem comes up.   However, as my order total is less than half of the gift card credit, this does not make sense. Even the order total comes up as $0.00, signalling that I have met the order cost criteria and do not need to make any further/other payments. The 'PLACE ORDER' button remains grey, however, and there is no way to make the purchase.     I am wanting to put through this order using the 15% off RougeVIB code (despite not feeling particularly VIB from the treatment I have been receiving, which seems to be the trend with my fellow RougeVIBs...) but it will expire soon. Is there any way this can be resolved ASAP before the code expires?   Thanks.  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi asaphia,   I'm sorry for the trouble you're having placing your order using your Gift Card on our mobile app! I'd suggest closing the app and re-opening it and ma... see post
Still Have Not Received Shipping Information
I replied in a thread that was active yesterday; however, have received no response, so I am going to post it here...  I placed my order the morning of 04/21/2017 and have not received any shipping information yet.  The last few times my order stayed "In Progress" for more than one day, my order was cancelled (card charged) because of different billing and shipping addresses.  This is becoming very frustrating.  I moved and still have a bank account affiliated with my address back home, where my parents live.  With the order in question, my mother wanted to pay for it as a congratulatory gift.  The system needs to stop cancelling orders when shipping and billing address are different even though the information is accurate, which is demonstrated by charges placed on the card.  In November, a representative was able to help me and put notes all over my account/push my order through.  I've called twice and no progress has been made (both representatives were very nice, but didn't seem to be able to push it forward for me).  Please help.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @cvanert,    I'm sorry to hear this! Due to the high volume of orders being placed during our promotion, your order may take longer than the normal 1-2 business d... see post
Birthday Gift
I didn't place an order during my birthday month. Can I still get my birthday gift?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi slavers,   I will send you a PM to provide you with more info :)   Always, Danee see post