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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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Missing items! :(
My package shipped today but 3 items are missing. Has anyone had this problem before? Please help!
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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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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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Is there anyway I could redeem my BI birthday gift if I missed it last month in January? :(
Aeonv / NEWCOMER / 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
OnTrac said my package was "DELIVERED" but I hasn't been...
So. First off, I've just renewed my Flash Shipping subscription which I've loved the whole first year so much, like I said, I renewed it. That being said... I've never ever had any problems with not getting packages. Not even before I had the Flash Shipping, and before, when I rarely ordered from Sephora years ago. Now that I think about it, not even from any other company in my entire life- thank heavens I've been so lucky. . . until now.   I ordered a couple things one day, on Feb. 4th, (2016 obviously)  then I remembered I forgot to order another product with my initial one, so I make another purchase making for 2 separate packages in total. I got an Email of shipping confirmation for the 8th of Feb. so I figured it would be here on that date, like it has been (because it's always been on or before the expected delivery date) every single time, ever, for me. I kept up with the status of the packages that were successfully making their way to my apartment like usual, happy to see the progress. The day I expected them to be (and said to have been) delivered, I was home the entire day, didn't leave my apartment once. Now, keep in mind, every time I get a package, either from UPS, OnTrac and even FedEx, I get a knock on my door or a doorbell rung... but there was no sound from mine, not even a light tap. Normally I get mail and packages by 3PM so, weary, I went online and checked the the status; to my surprise, the status was "DELIVERED." So (in haste) I checked outside my door, where OT always delivers packages without fail, but. . . nothing. So at this desperate (and livid) time, I'll ask neighbors if they've seen or accidentally received a couple parcels- nothing. "Okay..." I ask the management of the apartments - Nothing. "dang..." I check my mailbox (which I only get USPS there, FedEx either gives it to office) -Nothing. "Fuuuu..." Desperate, I even go to units that have the same numbers just in case the delivery person had mistaken the address -Nothing.  Contacted OnTrac- NO REPLY. Researched them while waiting and found LOADS and LOADS of complaints and angry customers, spending even more money than myself, with lost packages, delivery people who have been caught stealing packages and who have admitted to sending the packages to wrong addresses and feeling "too lazy" to correct the problem.   I haven't have any problems with Sephora before, besides not getting my samples in packages for 4 months (which isn't a huge deal but a girl gets excited for some Hourglass Primer dude <3 gratefully that was resolved very generously.   I Suggest getting RID OF ONTRAC service because it looks like it's costing more than it's saving. I'm still waiting for an explanation for where my packages are, went, and when I will be receiving replacements-not money back.   Thank you. ValarieMarie M.    
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Valarie,   I'm so sorry to hear about your lost orders! It looks like Mali has already helped you with this via Facebook, but please let me know if there is anyth... 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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marijoanahigh / NEWCOMER / replied
Hello,    i have  the same problem. The last time I went to Sephora last year I was informed I have about 80 points but it didn't reflect on my account. Today I also m... see post
Unsuccessful Authorization
Hi, My order says  STATUS: Unsuccessful Authorization Is it Cancelled?Can Someone help me?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TenMu,   Unsuccessful Authorization means your order was not placed and you were not charged. If you're still seeing pending authorizations on your account from t... 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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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Caseyyy15,   I can help with this, I'm sending you a private message now! see post
UNSUCCESSFUL AUTHORIZATION... AGAIN!!!
I placed two orders using 4 egift cards (2 each). One order was successful and the other one had an "unsuccessful authorization" - which I wasn't notified about! I had to open up my order history! I was wondering why shipping was taking so long and much to my surprise, my order didn't go through WITHOUT ME BEING NOTIFIED. So I placed the same order. AGAIN, UNSUCCESSFUL AUTHORIZATION. THIS NOW THE THIRD TIME I AM PLACING THE ORDER. THIS IS GETTING RIDICULOUS. Can anyone assist?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi violetorchids,   An Unsuccessful Authorization generally means we had an issue verifying information for your order, so we were unable to allow your order to be p... see post
Order history in profile
Why has my foundation I purchased in 2014 gone from my history? I need to reorder that color. I know I can go get scared it is just easier. The other  question I have is I made a purchase at Sephora in JCPenney's and the purchase has not shown up in my order history as well as the points have not either. That was a couple of weeks ago.
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ktcasta,   Oh no! I'm sorry you aren't able to see your past purchase and that your recent purchase isn't showing up. I'm sending you a private message about this... see post
Where's my order?
I seriously made an order eight days ago, and it still hasn't arrived ? Whats the delay? I did the three day free shipping, but still it taking forever!!!! I tracked it and its four hours away from here and it says t he item is currently in transit to the destination. WTF? ? It seems my shipment got stuck there. This is getting me irritated
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SPECIAL GUEST Jackicoco / SPECIAL GUEST SPECIAL GUEST / replied
Thanks Janean! Hope you can assist me with this. see post
Kat Von D "Thunderstruck" Metal Crush Eyeshadow Restock Question
Hi!  I had posted this question in a thread that was previously started about this product, but it looks like that may have gotten lost in the shuffle, so I thought that I would try again here. The Kat Von D Metal Crush eyeshadow in "Thunderstruck" had disappeared from the Sephora site (causing some concern), but is now listed as out of stock with an option for restock notification.  I signed up a while ago, but I was hoping that you could please let us know of a potential time period for the restock.  I'd really appreciate any information you could provide.  The item number is 1711035. Thank you for your help!
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HALL OF FAMER VioletLavender / HALL OF FAMER HALL OF FAMER / replied
Hi, Mali! Thanks for responding so quickly!  Unfortunately, Thunderstruck has been sold out at my local Sephora since a long time, and there are no other stores nearby... see post
Missing OnTrac Package, Long Hold Times, Frustration, Need to Vent
After a rough day at the office, I was looking forward to my Sephora packages today.  I had placed two orders with a $200 giftcard I got for christmas, I thought it odd that one was being delivered by UPS and the other by OnTrac.  I prefer UPS as the driver leaves the packages tucked nicely on the side of my entry way whereas, OnTrac, literally tosses it and usually leaves in near my front entrance.  I've never had a problem until today.  My package from OnTrac showed that it was delivered, my husband and dog were home, didn't hear anything, no barking, no sound of a vehicle in front of our house.   I immediately call Sephora customer service, while on hold, I cut up an avocado made some guacamole and enjoyed a snack while waiting, as I continued to hold, I changed out of my work clothes, shoot an email to the first mod I found that has helped others, look at the time, it was over 20 minutes, I decided to use my other phone and call OnTrac directly.  Well they tell me the package was delivered and that I should call Sephora, I let her know I've been on hold with Sephora and let her listen to the hold music.    End of conversation, she noted that I called.     At the 30 minute mark, a sephora rep finally gets on the line.  By now, I'm clearly aggrevated but the rep was calm and nice, put me on hold to call OnTrac, fine do what you have to do, find my package.  She gets back on the line only to frustrate me further, I will have to wait 8 days while an investigation goes on.  Investigate that my package was delivered to the wrong address, how will they know that?  While our call was coming to an end, my door bell rings and guess what it's my other package being delivered, I yell to my husband is it UPS or OnTrac????  Wishful thinking, it was my reliable UPS guy.  Sephora rep says let me look up your other order, I told her I don't need her to look up my other order, it's here.  Find my other order. No reassuring I'll get my goods or at least my giftcard funds back?  What about the 30 minutes of holding?   The stellar service I got for my time and frustration was compensated with 100 pts.  and a 8 day waiting period.  My husband clearly seeing my frustration promises to order me my goods and ship it to the office.   For those that have had missing packages please tell me the money or goods actually get back to you.....  Sorry for the Rant.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AnnaBananna22, I'll send you a message to help. see post
take back your product. give me my refund
I am beyond upset. held back. exception, returned to center, will redeliver monday. this package was supposed to be in my hands on the third, i ordered it since last month 30th. it got held up. yesterday i had to spend hours on the phone to finally get them to redeliver today. then what do i get? the ups guy in front of my house and taking hte freaking package back.    what do ups cs and sephora cs say? oh, that there were updates in the account and now yadadada? the update was done by the ups agent who so kindly helped me out yesterday and told me it was there but it wasnt sorted at the place for pickup, even though before that i was told i would get an email of the time to pick up the freaking package.    okay just enough is enough. refund my money, take your package back since ups still has it, and i'm pretty sure i'm going to get more freaking bs about it not being able to be delivered. i'll just order it from the website itself and hopefully they use usps or fedex. this is freaking ridiculous. f your 250* points. They mean nothing if this ups service is crap. For all I know, that 70 dollar bottle is broken by now. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Charlotteb12345, I will send you a message for more information about your return. see post
Pending Order
My first order is still pending. I ordered on the 5th and it says pending but that the information was sent to the warehouse. I placed another/different order on the 8th and it will be here tomorrow. Whats going on?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Squiggles12,   I would be happy to look into this for you. Please send me a private message with your order numbers. Thank you.    Best, Mali see post
Unsuccessful Authorisation - AGAIN... 4 orders out of 5 cancelled in 2015. 1st order of 2016 cancelled...
Thanks Sephora...    in 2015 I attempted to place about 5 orders online. All cancelled. Reason: Unsuccessful Authorisation.  On perfectly good credit cards, that works at every other online store and physical store. I used the same credit card at the Sephora store and they magically work. But No not the online store.   WHAT THE HELL?!   Finally December 2015 I was able to put through an order. I was so glad. I place an order for something special, but the order was cancelled AGAIN. Is there a limit to how much we can order online or what?   Whats the deal Sephora? I would really like to move from my VIB status to VIB rouge, but if you don't want me to purchase from the online store. Surely you can just send an email and say so?   Does the online billing / authorisation team play games with which orders to approve? Please do not say they do it for security blah blah... I work in IT security this kind of inconsistency is ridiculous.  
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mitch18, I apologize for the difficulty you are having. I will take a look and send you a message with more information.  see post
How do I add my beauty insider card to this account?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BettySpaghettio,   I'll be happy to assist you with this :) I'll send you a PM now.   Always, Danee see post
points
Im having trouble online, i want to add my beauty insider card to my online account so i can use my points online.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jordy07,   I can help with this! I'll send you a PM shortly for more info. see post
Triple points from fragrance promotion not showing up
I haven't purchased my products yet, but the triple points aren't showing up. Do I need to check out and then check my account later? The fragrance products in my basket are definitely eligible for the promotion.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BananaToes,   It typically takes up to 24 hours for your additional points to be reflected in your account but I can go ahead and send you a private message so I ... see post
I didn't get beauty insider points when I bought products in store
I bought some stuff in store two days ago when I paid at the cashier she didn't tell me how much the point I have or ask me about any reward I want to get. When I got home I checked my points it is still the same I waited to past 24 hr but nothing change. I looked at purchases in my beauty bag (in application) they did not show anything I bought last time either. Can someone help me please? I spent almost 300 and I still have the receipt too.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi witida,   I'm sorry to hear your points were not added to your account for your last purchase! I'm going to send you a private message now so I can assist you wit... see post