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Points Aren't Showing Up
Hi! I recently made a purchase at Sephora and used my Beauty Insider Card. However, when I check my account online, it says I still have zero points and no recent purchases. I made my card in store and perhaps somehow made another account using the same email online. If possible, could someone help me merge my accounts or help the points show up online as well? Thank you so much! 
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hays77 / NEWCOMER / replied
I bought my stuff a few weeks ago and it's saying the same thing??    see post
Play by Sephora error
I got an email today saying I am eligible for a spot in Sephora Play. I've gone through the steps to subscribe multiple times with multiple cards and it does not work. I get an unknown error message. What might the issue be? I would really like to subscribe while I have the chance.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jensesh96,   I'm sorry for the difficulty you are having signing up for our PLAY! subscription. I'll look into this for you then send you a PM with more informati... see post
How can i link my vib rouge card to my online account?
Please somebody help me.. I'm trying to shop online but I wanna see my points 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Victoriavee,   I replied to your other post and am sending you a PM soon. Please check your inbox! (:  see post
Lost package
Hi i ordered from sephora last week and my package was suppose to be delivered this past saturday (the 24th at 1:32 pm). But the package wasn't at my front door or mail box or anywhere. I literally looked everywhere i possibly could & asked people on my floor in the apartment complex & nothing. Im concerned, this is my first time ordering from sephora & i didn't get my package even though ups tracking said it was delivered. Im truly upset, please what do i do?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bbsteph,   I'm so sorry to hear that you didn't receive your package! I'm happy to look into this for you and I'll send you a PM soon. see post
Unsuccessful Authorisation
Hi - when I checked into my order I saw it had been labelled unsuccessful authorisation - this is a gift for my sister, who's birthday is tomorrow, What does this mean and why isn't an email sent to alert you?    
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mylenealcayde,   I have sent you a PM regarding your post, please check your inbox!  see post
Charged 3 Times
I placed an order online about 20 minutes ago and found out that I was charged 3 times for the same order. I did not receive any confirmation emails, nor was I informed by your website that my order went through. I was stuck on the checkout page for 45 minutes trying to figure out why my billing information was incorrect and kept attempting to submit my order, but your website kept telling me to go back and verify my information. I demand a FULL refund for the 2 out of the 3 orders that were charged, and want the order I placed. This makes me very upset and I will make sure I call your services first thing in the morning, if I do not see a reply from your offices.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mylenealcayde,   I'm sorry to hear this. I can look into this for you and I'll send you a PM soon!  see post
How do I add my Beauty Insider/VIB card to my online account?
How do I add my Beauty Insider/VIB card to my online account? I've looked at similar questions here, but everything seems to be responded with a PM.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mglover19,   I can help you with this! I'll send you a PM soon.  see post
Unsuccessful Authorization Order
My order status is unsuccessful authorization. What does that mean and what do I need to do?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi erikayco,   I'll be happy to look into this for you! I'll send you a private message with more information shortly.   Always, Danee see post
AB Modern Renaissance Palette
Hi,   Im just wondering what's going on with the AB Modern Renaissance palette restock? I've been waiting for almost 2 months and there is still no information on its restock. -Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI JMackie,   This item should be restocked on our website within the next few weeks! I'd suggest signing up for the email alert on the product page to be notified a... see post
Delete Beauty Insider Account
I would like to delete my Beauty Insider account and regular account.  How can I go about doing this?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Megu,   Just FYI I moved this post to customer service.   I'll send you a PM regarding your account! see post
POINTS ARE GONE AND A LOT OF MY PURCHASES FROM THIS YEAR ARE NOT SHOWING UP!
Hi, when i went to Sephora yesterday I was rather SHOCKED to find out i only had a little over 100 points, considering the previous time i was there i had well over 300. I was even upgraded to a VIB the last time i bought something, which was just a little over a month ago. Today when i got on my account, I checked my "purchase history" and noticed a large amount of my purchases made this entire year are not showing up in my purchase history. The only purchase that is showing up is yesterday's purchase. Please help. I don't want to lose all of the points I've been saving up
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi megann14,    Oh no! I am going to send you a private message regarding this. Please check your inbox momentarily. Thank you.   Best, Mali see post
ALL OF MY ORDERS ARE CANCELLED
I made my first purchase a few days ago and made several purchases yesterday. Everything (billing etc) went fine and my credit card has been charged. However when I checked  the purchase history, it was empty! I sent an email to the CS and they told me that all of my orders was cancelled because they  are unable to ship to the shipping address I have provided as it is associated to multiple people. Said it was a business decision and they are unable to make an exception. As a matter of fact it was actually a private address and I have never purchased any makeup except for an online brand and the transaction went successful multiple times so I don't know why the Sephora transactions was always cancelled.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi natashamaureen,   I'm sorry to hear this and I can look into this for you. I'll send you a PM soon.  see post
Problem with my billing information?
(Sorry if this is in the wrong area I've never used this before) I keep getting this message whenever I press place order.. We're sorry but we are unable to process your order with the information provided. Please verify your billing information and try again. For assistance please contact Customer Service at 1-877-SEPHORA. The billing address is the exact same one as the one on my bank account, so I don't see the problem.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @deensh,   I'm sorry to hear that, it should be able to go through! I'll send you a PM soon.  see post
Missing Package!
It has been a week since I lost my package. I made multiple complaint through email, but never got any response back. It is infuriating because it said that a rep will contact me back within 24 hours, but that is a lie. It has been a week now, still nothing. I made two purchased, one on Sep 8, 2016 and Sep 10, 2016, it was really concerning because I received the second purchased, but not the first one. At this point I just want my refund.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shurlz,   If you have not yet received Keely's private message, you are welcome to send her a PM directly!   Always, Danee see post
How do I link my VIB card/points to my online account?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AvaBBeauty,   I just sent you a PM. Please check your inbox when you get a chance. Thanks!   Always, Danee see post
VIB Status Isn't Updated Online
recently became a VIB when I went shopping at my local Sephora, but my VIB status isn't showing up on my online account-my online account only says that I'm a Beauty Insider. Is there a way to update my online status?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@loveenyqua, on the BT home page, you can click on the envelope icon located under " MY BEAUTYTALK PROFILE"! see post
Can someone tell me when the Estee Lauder lipsticks will be back in stock?
The Pure Color Sculpting Matte lipstick. In the shade Shameless Violet ( Item 1731546)
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HALL OF FAMER candyrivera / HALL OF FAMER HALL OF FAMER / replied
Could someone possibly find out if sephora is going to stop carrying these particular lipsticks, or if they truly are out of stock? I'm just worried I won't have a chanc... see post
Points Update
Hi! I recently made a purchase at my local Sephora and my points card was scanned, but the points do not seem to be reflected on my account online. Nor does it say I have any recent purchases. Any idea how long it takes to update and/or if it still will be updated despite the time?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sstephh,   It can take up to 24 hours for points to be added for your purchase! If an error occurred and the points weren't added I can assist you further with th... see post
Treated bad for mere $14 item exchange!
I wanted to exchange a brand new mere $14 item, which was bought in store. I did not have receipt but I know you can always check my purchase history via my Rouge card. But cashier was not able to find it and refused to treat me and ignored me, while I stand there, confused and puzzled. I said, I can exchange it. I have never exchange anything in my life without receipt....never ever...I have been treated well in drug stores, where I rarely spend any money.    Thats why I dislike this specific store but there is only one Sephora in our tiny little city.    p.s. I have only returned 5 products, (3 were brand new sealed) in over 2 years of buying over $2000 worth of items. So I am not a 'bad returner'   
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ArvSeph,    Sorry to hear about your in store experience. I'm going to send you a private message regarding this. Please check your inbox momentarily. Thank you. ... see post
Return Policy on Foreo Luna
Hi, I was planning to buy the Foreo Luna Mini in store yesterday but people there told me Sephora don't sell it in store and i must purchase it online. However, my plan was to actually "feel" the foreo luna before i actually buy it. So now since I don't have this chance, and I'm scared that my skin won't like this cleansing device since there are mixed reviews on this product. Can I return the used foreo luna (or any cleansing device) in store? I heard some people told me that I can't since it's not a Sephora's brand. Thanks for your time
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cammiecakes,   I'd suggest reaching out to your store directly to see if they are able to accept your return! Thank you!   Always, Danee see post
I still didn't receive my play september box!!!
on my account, I still can't see what I'm getting because it's not shipped yet. Why it is coming so late when everyone else got their box already?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yesuli, I will look into this for you and send you a message with more information. see post
Recent In-Store Purchases Not Showing Up Online
Hi, I purchased $198 pre-tax in-store yesterday which meant I would finally get to VIB (woo hoo!), but this morning I noticed they weren't showing up online, like they normally do.  The sales assistant scanned my BI card but obviously something happened.  Through the Chat service I've had the points added, but the purchase dollars haven't appeared so my YTD spend is missing the $198.  How do I get it added on?  Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TazzieAmazon, Oh no! I will send you a message to help. see post
Website Suggestion
I would LOVE to see a spot added for notes. For example, let's say I heard that a certain lip product was especially good for layering under lipsticks, but it wasn't stated anywhere in the summary/how to use/etc. It'd be great to have a little spot where you could add your own note about that. Or if you had read about a certain product via a specific website and wanted to note where you had found the review...   Just a suggestion!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cmbrunelle, Thanks for the suggestion! I will pass it on :) see post
Will Sephora ever update its birthday options ?
Fresh Soy Cleanser and Rose Mask, or Marc Jacobs Lipstick and Mascara?    A question you have to ask yourself once a year, forever. And once you've had both well.. you do it again.   However, as tedious as it is to keep the same gifts, it's not only inconvenient, sometimes its just plain lazy.    Now we all know many MANY cosmetic brands still unfortunately test on animals. Fresh being one of them, and although Marc Jacobs Beauty itself does not test on animals, it's partner (Marc Jacobs Fragrance and clothes) does. Which sucks for people who opt for cruelty-free products.    So Sephora, hear my plea, and update the birthday gift options. You have many MANY companies to choose from. Too Faced, Tarte, CoverFX, Bite, etc. Be part of the movement. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SmallestPeach, Sorry for the confusion! We change the birthday gift each year. Last year we had the Nars lip pencils and Peter Thomas Roth skincare duo. see post
Help with coupon
I accidentallydeleted my beauty insider coupon any way i can get another one emailed? 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Caninoce, I'll send you a message to help :) see post
I just got my package and its missing most of my order?
Recently Ive bought a lot from you guys and things have been Perfect! but one of my orders just arrived with nothing but the samples? I'm so confused? I know that sounds bizarre and I really don't know what to do? Ive never had a problem before and my orders have always been packed perfectly. is there anything I can do? Spoiler (Highlight to read)    
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Thefaerirtamer, Oh no! I will send you a message to help. see post
Will the Dyson Supersonic hair dryer be available in Canada soon?
And if yes, do you know when??   Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Asuiko, We don't have information on that at this time, please stay tuned! see post
Shattered glass in package
I ordered the Sephora Teint Infusion Ethereal Finish foundation and it came completely shattered, I don't dare touch anything in the package. I've included pictures, please help. I don't want a reshipment. 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NinaBelen,   Sorry to see this! I'm going to send you a private message. Please check your inbox momentarily.    Best, Mali see post
I am not listed as VIB when I review items
I have written a couple of reviews after receiving my VIB status but when I go back to see them, I am not listed as a VIB. I see other users with either "Beauty Insider", "VIB", or "VIB Rouge" under their username, but mine is blank, even though I am a VIB.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LittleGina,   Sorry for any confusion! When you write the review, there is a section where you can choose the status you would like to show on the review. This is... see post
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If we missed your post or if you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of... see post