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Need help syncing online account with my beauty insider card!
I got my BI card a few years ago in store & I followed the instructions for it online but it wouldn't work! I now have two different accounts but it didnt really bother me till now cause I never really order online. But Im now VIB and I don't receive emails or anything when theirs a VIB sale with a discount coupon  and I would really like to see how many points I have! Does anyone know how to fix this?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shaysg,   I'm happy to help you with this! I'll send you a PM in a moment for more information. see post
MISSING AN ITEM FROM MY ONLINE ORDER
I got my online order on Wednesday, and the Cover FX foundation I ordered wasn't in the box. My shade isn't sold in stores, and I was hoping to use the foundation for Valentine's Day. I emailed customer service right away, but it's been 2 days and I haven't heard back from anyone. Is there someone else who can help? Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kerinng, Oh no! I'm so sorry to hear that. I will send you a message to help. see post
Decadent Dining with Too Face- Wrong Number on Email
Hi everyone,    I'm in Toronto and received and email today about the above event. The number on the email is incorrect (1-888-317-3349 states that the number is not assigned). I called the Rouge line and Brandi advised that the number is 1-877-317-3349 which is still incorrect.   Does anyone have the correct number?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi titi8750,   Regretfully, this event is now full. You can be added to the wait-list by calling the Rouge line. Please let us know if you have any further questions... see post
BI missing points
I always shop in store and always give my email add so i can get points. But everytime i check my sephora account its always 0 points while the beauty advisor at the counter said i have points under my name. Could it be that its under a different account? Help pls.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MJey,   Yes, t sounds like you might have multiple accounts. I'm happy to link them together for you. I'll send you a PM shortly with more info. see post
Can i exchange an item that was a gift without a recept? It was also an online only item.
SPECIAL GUEST Hope2515 / SPECIAL GUEST SPECIAL GUEST / replied
Am i able to do an online gift return for store credit without the packing slip? see post
Please help syncing my accounts together!
Whenever I make purchases in store and use my beauty insider card the points and purchase history don't show up on my online account so I don't think they're synced together please help me sync them 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ry1212,   I'll help you out with this! I'll send you a PM soon. see post
Not receiving emails
Hi, I have not received any emails from Sephora or for vib rouge for months now.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tandg,   Sorry to hear that! I'll send you a PM to help you out with your subscription. see post
Why don't my points show?
I got a new card and purchased two items a couple weeks ago but my points have not shown on my account. 
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BrendaKS / NEWCOMER / replied
Mine aren't showing either. Please help!!  see post
how do I become a Sephora pro?
I just graduated form Empire beauty School and I get my license in cosmetology next month.I really just want to be a makeup artist.I live in Chicago.The fashion and beauty industry isn't that major here.Any advice     -Up&Coming
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armygirl126 / NEWCOMER / replied
can u msg me to at melissacalito@gmail.com i would like to know how to apply for my discount since im a cosmetologist.   thank you very much see post
Your website won't let me check out. I keep clicking continue to payment but NOTHING happens! I selected shipping no gift wrap.
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lillian11,   Sorry to hear that! I'll make sure to forward this to our IT team for research. In the meantime, I'd recommend trying again using a different browser... see post
Beauty Insider Points
Hello! I made a purchase two days ago at a Sephora and the insider points have not been added to my account. I still have my receipt. Is there any way to get these points added?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi noogsie,   I'm happy to help! I'll send you a PM for more info. see post
how do i change my birthday on my profile?
When I signed up, I must have accidentally said my birthday was october 29 instead of july 19 (my real birthday). I can't change this on the website. Is there any way to fix it? Thanks! (:
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nlsxoxox / NEWCOMER / replied
Hi, I see that you helped edit her birthday, I accidentally said the wrong birthday, my real birthday is Jan. 19, how can I edit it? see post
Makeover VIB Welcome Pack
As part of my VIB welcome pack I received a card for a free makeover what does this entail and how can I book my appointment? & can this card be redeemed by someone other than myself?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Stephanie02,   Congratulations on reaching VIB status! The makeover voucher you received in your welcome kit is for a 45-minute custom makeover (this is a non-tra... see post
sephona beauty
hello i would like to know its free sample plus free birthday gift .. can i contact talk to person to send it to me a mail its so simple.. please let me know if they can send it to me free sample and  birthday gift.. thank jody
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jodi32,   I've moved your post over to the customer service board! Like others have explained, you can pick up the birthday gift (no purchase necessary) from a st... see post
I didn't receive my points on an in-store purchase
I just made a purchase in-store and definitely gave my email address to the cashier for my Beauty Insider account. My purchase isn't showing up in my history though, and no points have been applied. How can I add them to my account?
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milamae1221 / NEWCOMER / replied
Same here. I bought stuff in-store but nothing is showing in my account. I went back to the Sephora store and they said to call 1-877-SEPHORA and give the receipt number... see post
Online Order
I recently made an order online, and a few times I recieved an a message saying the transaction didn't go through. I checked by bank statement and those charges that were pending were dropped. I few days ago, I went to check my order status and it showed up with the tracking number, but the next day it had disappeared. As well, I once again checked my bank statement, and this time the charge had gone through and been processed, but when I called and talked to a beatuy advisor I was told that nothing had gone through and that she saw no history of any online orders. Why is it that one day it says my order went through, I am charged, and I see the tracking number and the next it's gone and I'm told I my order didn't go through?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ek589,   Sorry for the confusion! I'm happy to look into this for you. I'll send you a PM shortly with more info.   see post
Missing items from my order
Hi, I recently received my package that I ordered but it was missing 2 of the items I had ordered! And one of them is out of stock now, I was wondering who I could talk to and how this can be fixed  
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi x3koala,   Uh oh, sorry to hear that! I'll send you a PM soon to help! see post
Shipping delays???
I placed three orders at the beginning of the month, each was a day or more apart as I researched fragrances. The first was shipped, according to my email confirmation on 2/4. This is the tenth. None have arrived. Not to be too snarky, but perhaps the current special should be 3x points, 2x shipping?!? I count on timely delivery of goods when choosing other retailers, and expect my Rouge status to equate to Rouge quality service. This is very disappointing. What is being done to resolve these shipping issues?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi minkyelb,   I'm sorry to hear this! I will PM you in a moment to help. see post
Missing items! :(
My package shipped today but 3 items are missing. Has anyone had this problem before? Please help!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi alisha12,   So sorry to hear that! I'll PM you in just a minute to help! see post
100 point perk
I redeemed the 100 point perk of the Elizabeth and James Nirvana White perfume rollerball, and when I received my package today the rollerball was defective and the entire contents of the perfume spilled out. Can I be sent a new one or reimbursed with the points? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sharma,   Oh no! I will send you a PM in a few moments with more info. see post
An item was missing from my last online order.
I am highly disappointed. What can I do to get a refund on an item I didn't receive?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi alyd413,   Sorry to hear that! I'll send you a PM shortly for more info. see post
Is there anyway I could redeem my BI birthday gift if I missed it last month in January? :(
SPECIAL GUEST Aeonv / SPECIAL GUEST SPECIAL GUEST / replied
My birthday was Jan. 14th, so it's been over 14 days is there any way to redeem it still? see post
Link Card to Account
I just made an online account but was not able to link my current Beauty Insider Card which has 250 points on it to my account. Instead it says that I have 0 points. How can I link the correct card?  
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maritzahayes,   I'm sending you a private message right now so I can help with this. Please check your inbox. see post
VIB and didn't receive card
Hello!   I reached VIB status on December 31, 2015 and never received my card.  I've visited my local Sephora inside JCPenney and asked for it and they said that they don't have any and don't know when they will be getting any in.  I called Customer Support and received no help there either - the rep told me that she needed an item number and seemed confused as to what I was requesting.  Any help that you could provide would be appreciated!     Thanks!! 
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
We're happy to help! Sorry you've been having trouble getting this kit. When you call, a Beauty Advisor should be able to add it to your order manually. Thanks so much f... see post
unsuccessful authorization
Hi, my order says unsuccessful authorization but my money has been taken, I would like to know what is going on?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ConsLAVER,   I am sorry about that! I will send you a private message, so that I can look into this for you. Thank you!    Best Wishes,   Janean see post
Unresolved issue
Hi! I've emailed this and sent via Facebook as well. I find it strange that the only option is to call and be put on hold. Which, I've had to do several times. I don't have time. Please someone looks in to and get this resolved asap:   I placed an order  on January 15th (26 days ago!) online. I never received the package. I tracked the package through OnTrac and it says it was "delivered," but it never was. I tried calling them, and they advised me to call Sephora which is what I did.    Call 1: A very helpful person said they would file a claim and pending the investigation with OnTrac someone would reach out to me within 3 days so we could figure out a solution. I never got a call back.    In between there are follow up emails from Sephora all I get is "Please call" the 800 number which is frustrating in itself. When I emailed OnTrac they said, "We'll reach back out soon" which, of course, they never did.    Call 2 placed on Feb 1st: a few days after I was to receive a call and didn't, I spoke with someone else who said that OnTrac never followed up, she apologized and said she would resubmit my order. I was elated. Although it was 15 days later, at least she provided an immediate solution. She immediately sent me a NEW confirmation ( 4303679860 ) and in that confirmation it stated that I would receive a separate shipping email within two days. Again, NOTHING.    Call 3 placed on Feb 9: The rep (her name was Isla) looked up my new confirmation number and says "For some reason that order was cancelled on Feb 2nd." Which, as you could imagine is strange since it was the day after I was told my NEW order was being processed. She puts me on hold to speak with a supervisor and tells me that "We can't tell why the order was cancelled, so you won't be charged. The 'pending' charge should just drop" I told her that i was already charged and she argued back with me that I hadn't been charged. I told her I would check my bank account, but was 99% positive i had been charged. I then asked her if i would still be getting my order. She said, no and that i would have to place an entirely new one. I checked my bank and I HAD been charged on the 19th of Jan (screen shot attached).    So, what I'm asking now is that my money just please be refunded. I will not be placing the order again with you all after this experience and I didn't appreciate the back and forth with no resolution only to be told I was wrong. I feel like I've been very patient throughout this process and it's just gotten out of hand. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jehyen,   I am very sorry to hear about your experience. I will send you a private message, so that I can assist you with this. Thank you!    Best Wishes,  ... see post
How do I add my VIB card to my online account?
My account currently says I have 0 VIB points when I have had a VIB card for years. How do I change this?
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ycam1995 / NEWCOMER / replied
can you help me as well I have the same problem see post
shipment
I order my product at February 2nd. but it is still not ship until now (feburary 10) and they didn't answer my email. it is so annoying and i worried about my package what is a problem?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cocona,   Sorry you're having trouble with your order! It looks like you've sent me a private message with the order number, so I'll look into this now for you an... see post
Order tracking says delivered but no package received
My order was supposedly delivered to my mailbox by USPS on 29th January according to the tracking information. However, I have been unable to locate it anywhere. I have checked with neighbors to find out if they've accidentally received it in their mailboxes instead, but have had no luck finding it. What should I do? Thank you.
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi scairo,   Oh no! I'm sorry you can't find your order. I'm sending you a private message right now to assist with this. Please check your inbox. Thanks! see post
help!!
i made an order online and it said the order didnt work, but money was still taken out of my bank account by sephora. i have no order status or racking number its all blank please help i cant afford to pay for makeup that im not going to get!!
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi niddss,   If your order did not go through, then you were not charged, don't worry! What you're likely seeing on your account is a pending authorization. If you w... see post