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I did not receive the 3 samples in my last order
I did not receive the 3 free samples listed on my invoice in my recent order. ITEM 1715515 ITEM 1707520 ITEM 1747633   Please help.
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2x Points on skincare
I purchased $56 of skincare products on Jan 19, so it's been well over 24 hours now but I still haven't received my double points on my account. Anybody with the same problem??
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BEAUTY MAVEN smf16 / BEAUTY MAVEN BEAUTY MAVEN / replied
Hi I'm having the same issue. I placed a skincare order on Jan 20th and the order has shipped but still no double points.     see post
i didn't get my points
i made a purchase today and they didn't scan my beauty insider card, so i didn't get the points. is there still a way to get 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi debbylol,   Yes! I can add them for you now. I'll send you a PM. see post
my status hasn't changed
I became a vib rouge member yesterday in the store, but in my account online i'm still only a vib and it says i need to spend about 500 more dollars to reach that status. what do I do?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi avayiii,   I'll send you a PM about this! see post
Can i Sync points from In-Store Card to my Online Account?
I for some reason have two Sephora accounts - one online and one for in store on a card. I don't want the one online. How can I access my card one? Since it has all my points on it. The card one has my phone number attached to it but the online one doesn't have it. Also they would be both under the same email which would be strange.
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DCalloo / NEWCOMER / replied
i find myself going through the same problem, i didnt know your in-store points are different from online. i recently made a purchase online and was surprised when i onl... see post
Change my birthday on Sephora
love Sephora!!
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missylacy / NEWCOMER / replied
I need to change my birthday on my account! When we set up the account I was young so my mom registered with her birthday. Since I now purchase everything with this acco... see post
Recent online order missing half of the items?
OSI placed an online order just a little over a week ago, and when it showed up half of the items were missing! Help??
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vindictive,   I'm so sorry about that! I'll send you a PM shortly.   Also, FYI I moved your post to the Customer Service board :) see post
Missing product in my order
Hi, I just received my order and there's a product missing.   My order is and the product missing is the YSL Volupte sheer candy  ARTICLE 1394238 FORMAT 0,14 oz/4 g COULEUR 08 Iced Plum   Could the product be resend/reship to me ?!  Thanks ! 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ariann13,   I'll send you a PM to help you out with this! see post
Missing Item
Hello there. My glamglow volcanic sample was missing from my order . Can anyone help? I would really like to try it.
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Crinrin / NEWCOMER / replied
Great. I would love to hear how you can make this right as I used that code instead of my 10% off just to try the sample.   see post
I have my VIB card but its not coming up in my online account. Help please. I may have two accounts.
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Crystal0316,   If you have two accounts I can link them for you! I'll send you a PM. see post
Forgotten my email!What do?
I'm supposed be a VIB by this point(according to the sephora I went to during thanksgiving), but I can't remember which email I used to sign up, or whether or not I even used an email! Is a phone number enough to reclaim all my lost points and money+account? Help please, thanks so much!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tra432,   I can check into this for you! I'll send you a PM soon. see post
How can I register my vib card online?
I want to register my vib card online but I don't know how to do it.
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Crystal0316 / NEWCOMER / replied
I need help. I have my VIB card. But it's not coming up on my online account. see post
Gift Card Troubles
Hi my grandma got me a gift card for christmas and i havent used it yet. Yesterday i took it out to use it online but when i tried to enter the information it said there was a 16 digit code and a pin #. I see the pin number but i do not see the 16 digit code? I see a 13 digit code under the barcode and then a 19 digit code under that, but i see no 16 digit code... Somebody please help!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @smhamberg7,   It should say card # on the back of the gift card and then list the 16 digits. If your grandma purchased the gift card from one of our Sephora insi... see post
smashbox camera ready cc cream
I received the smash box camera ready cc cream as a gift for Christmas. The shade is too light for my skin color. I don't have the box it came in or the receipt.. Can I exchange it?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @gabpujadas,    If the item was purchased in store, I'd recommend contacting your local Sephora store for more information. If it was purchased online, please giv... see post
Wrong Email Linked to VIB
Ive noticed they linked the wrong email with my beauty insider card, i have no point when i long online but in store I'm told i have a couple hundred. I know i should have qualified for VIB but have never heard about it, or a gift for becoming VIB. Is there any way to fix this online?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Layken1997,   I'm sorry to hear this! I'm going to look into this for you and send you a PM soon. (:  see post
Never Got A VIB Rouge Welcome Kit
In November I qualified to become a VIB Rouge when my mother placed a secret order for me for Christmas. Unfortunately, she did not know about the welcome kit and proceeded to checkout without it. I have asked my local Sephora many times to see if they had it but they are always out of stock and if I try to get it online it asks me to spend more money. This is very upsetting for me because I was really looking forward to getting the NARS blush.   If if anyone can do anything about this, that would be greatly appreciated.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @artistedaisy,   I'm sorry to hear that! I'll send you a PM soon about this. see post
GIFT CARD- UNSUCCESSFUL AUTHORIZATION
I use my gift cards to pay my first order,it was go on successfully.But I use my gift cards to pay my another two order told me UNSUCCESSEFUL AUTHORIZATION,why? I check the gift cards balance is enough worth to pay.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cccfan,   Sorry about that! I'm happy to look into this for you and will PM you shortly with more info. see post
play! Box
does anyone know if there is anyway to see if my play box has been shipped yet?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mindatha,   I'm happy to check on your Play box status for you, and I'll PM you in a moment with more info. see post
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GeeWoods,   Yes, I'm happy to help with this! I'll PM you in a moment for more info. see post
I did not receive my 3 free samples in my order, why?
It seems like this is happening to others as well. The samples are listed on my invoice, but not in the box.    Sku: 1699545, 1719566, 1716687   Please help. 
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JJ016 / NEWCOMER / replied
Hi Keelybt, I also did not receive the 3 free samples listed on my invoice in my recent order. ITEM 1715515 ITEM 1707520 ITEM 1747633 Please h... see post
Rouge Flash Shipping : 2 days or 3 days?
Hello,   I am a Rouge member and I think I am qualified for Rouge Free Shipping Flash 2 day. Actually, when I am a VIB, I paid $10 for Flash Shipping ( 2 days). I just place order and realise it takes longer than usual. And, I also jus make an order second ago and there is not 2 days shipping option to choose or 2 days for USPS Priority. Only Rouge free 3 day shipping available. It means Sephora just change shipping method ? I went back to My account to see Rouge benefits and there is a 2 days shipping free and there is also a banner to enroll the 2 days shipping for $10.   I am curious is that Sephora changes their shipping options and there is no longer 2 days shipping ?If yes, then, I did enroll the 2 days shipping and I thought the membership should be valid within 12 months and I believe  am still fallen into active period. 
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SPECIAL GUEST mis1331 / SPECIAL GUEST SPECIAL GUEST / replied
Agreed with this issue. Mine states the same when placing an order (i.e., rouge 3-day, no 2-day). Please advise if this time frame is only specific to there being a spec... see post
Package not delivered
Just wondering who else has had problems with OnTrac delivery systems...my tracking has said that the product was delivered days ago but I have yet to see it. I'm very disappointed in the slow delivery. Has anyone else had a successful resolution to this problem?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jmaybach,   I'm sorry to hear you haven't received your order! I'm sending you a PM to assist you!   Always, Danee see post
duplicate accounts
is there a way to combine multiple beauty insider accounts and points? I think I must have one attached to my card and one for my online account. the points are different online versus in-store.      
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jmaybach,   I can help you with this! I'm sending you a PM now.   Always, Danee see post
January 2017 Play by Sephora Box is lost in the mail
My January 2017 Play by Sephora Box has been shipped back and forth across the country according to the tracking number and appears to be stuck in NC now. It was shipped out on 1/11/217 and should have arrived on 1/18/2017. Has anyone ever had this happen? I called Sephora's Play number today and they told me I had to wait until January 22nd and then call back.
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jmaybach / NEWCOMER / replied
what did sephora do to resolve this? I am experiencing the same situation  see post
Does anyone have lots of trouble logging into BeautyTalk?
Ok this has been a regular problem for me...I have a really hard time even getting in to this website!  I've tried it on every OS - mac, linux, windows - web browsers - chrome, firefox, safari - different networks - and I cannot log in.  The error is always different, sometimes it says page does not exist after I click the login button, sometimes it says error contact administrator.   "An Unexpected Error has occurred. Your request failed. Please contact your system administrator and provide the date and time you received the error and this Exception ID: 107EE70C. Click your browser's Back button to continue."   Sometimes it will work once and then when I login again it fails.  The only consistent way I've been able to get login to work is to use Private browsing mode on Safari, click login- the page does nothing, nothing loads, no events are triggered, but if I go directly to community.sephora.com I'm apparently logged in   Am I alone in this?    
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BEAUTY GURU Madeline7 / BEAUTY GURU BEAUTY GURU / replied
Thanks, entering BT through the advice tab solved my issue.  I've always gone directly to community.sephora.com but that seems to have been causing the issue.  see post
I just checked my order after a week and it says STATUS: Unsuccessful Authorization.My card has been charged along with two gift cards.HELP
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @meecameeca,   I'm going to look into this and I'll send you a private message. Please check your inbox momentarily. Thanks!   Best, Mali  see post
how do I change my birthday date?
  Hi! I'd like to know how to change my birthday. When I make an account, I just put my birthday randomly. M y actual birthday is April 30th (but my account says January).  Does anyone help me this out, please?    Thanks! 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ClaudiaJoung,   I went ahead and updated your birthday to April 30th. Thanks :)  see post
Horror story damaged items *broken perfumes*
The issues with my order happened before I ever placed it. Originally I wasn't able to place my order because my address was invalid. So I had to talk to a customer service agent to verify my address and I was finally able to place my order. Now today it seems like the item was mishandled. The box was soggy i'm not sure if that was because I live in seattle or the postal service delivered it that way. Not only was the box soggy it was also beat up even thought the box said FRAGILE. I ordered two Tom Ford perfumes one for me and one for my mother and a retractable brush totaling almost $550. The perfumes arrived broken so here I am out $500 with a couple broken perfumes in a soggy box and a really good smelling brush. Someone please tell me there is someway to get a refund or replacement.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fragaddict,   Oh no, i'm so sorry to hear your fragrances arrived damaged! I'm going to send you a PM now so I can assist you with this. Thank you! see post
Didn't get my samples
Hi, I just placed an order and realized my sample didn't go through. Is there any way this can be updated to include the Moonlight promo?   
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nora,   Oh no, i'm so sorry about that! Regretfully, due to system limitations, we do not have the ability to make modifications to orders once they have been pla... see post
100% frustrated with always getting wrong samples
I've made 10 orders to Sephora since Jan began and not one has included the correct samples. Today's order has three samples that I did not choose and when I logged on to see the current samples, all Three I choose are still listed. When I called the rouge line I was told there are different distribution centers so I could get anything. This is unacceptable. Other companies have no problem sending me the samples I choose. I've been rouge since day one and patiently waiting for Sephora to get that program and it's perks together but instead of getting better you are worse. In December, an order I placed arrived with 3 wrong samples and missing the curling iron I  ordered. With all the choices today to buy beauty products, I am finding myself spending 10% of my beauty money at Sephora and 90% elsewhere where the opposite had been true for years. This is solely due to your complete lack of concern for the Rouge program and your loyal customers.   When is your company going to fix the distribution center issues and make your loyal Rouge customers feel special?  Geez, in 4 years I've never even gotten one extra sample for being Rouge and now I can't even get the correct ones.  You may think it's not a big deal but to us customers, getting the samples we choose is a big deal. I understand that sometimes you are out of stock, but when I log on and see all 3 of the samples I choose still listed, obviously out of stock is not the issue. It's just a total lack of care for your customers that is the issue. Your Rouge representative telling me that it's a distribution center issue is so not ok I can't even tell you.  I consider this fraud that my house is connected to a distribution center that doesn't stock what you have listed as in stock samples.  The woman offered me reward points which is such a slap in the face as your new rewards program discriminates against those of us that can't sit at our computer 24/7 waiting for the 176 Hourglass rewards you are offering or the 44 Urban Decay rewards you are offering. Every reward that I want to get is always "out of stock" so what good is your company giving me rewards points that I can't use?  I understand a trip or a meet and greet being limited but why are products limited?  All you have to do is make more which the company can do but won't.  It's a new year, the 5th year Sephora has had the Rouge program ( or 4th, I've lost track as I wasn't even getting Rouge emails the first two years I was Rouge so I missed out on every perk the first two years and I was told "sorry" by your company). Are the perks of being a Rouge member going to finally be worthy of the money we are spending or is your company going to continue to do the downhill slide it's been doing lately?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi girlystuff63,   I wanted to thank you for taking the time to voice your concerns regarding our samples as I completely understand that the perks we offer are one ... see post