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 email@example.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 firstname.lastname@example.org. We’re here to help!
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. My order number is 6343761913 if any CS agent sees this
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.
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.
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.
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!
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?
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.
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...
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.
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.
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.
hello , i bought over $400 in store on Friday, become a VIB, but not try order online yet, today i wanna buy more through online, but my status not VIB, how can link my VIB card with my account online ?
Every time I try to log in with a password I know is correct, it takes me back to the loin page repeatedly with no message indicating what is wrong. This happened when I tried to check out on my computer thievery time i clicked log in it took me back to my basket. I was able to check out on my phone. What's going on?
I purchased something in store today and asked the cashier if I could receive samples with my purchase. She did not seem okay with this. She rang up my purchase, gave me my receipt and told me to have a good day.