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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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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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Yuinyan / NEWCOMER / replied
The same thing happened to me before... now I can't buy things in-store. How can I fix it? 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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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
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
To clarify, have you been asking the local store for your VIB card or your VIB Welcome Kit? It's possible your local stores do not have the cards but do have the kits, s... 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
double debits on my card but no order number and confirmation given!!!
There was a sign that the billing address was not right at first, I checked twice and resubmitted the order. However, same red lines appeared on the page. Then I called card centre, traced two approval transaction numbers,  2 transactions were debited on my card in 2 mins with the same purchase.   Can you help me solve the problem?And could you help me to find my transaction record/ order number....etc? Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sillthing,   I'm so sorry for any confusion! I'm going to send you a private message now so I can assist you with this. Thank you! see post
MISSING GIFTWRAP SATCHEL TWICE IN MY ORDERS!!
I decided to take advantage on the VIB 20% sale to do some x'mas shopping for my friends. I placed 2 orders on different days, both ordered with the gift wrapping satchel. When the first package came in, it didn't come with the satchel. I contacted Sephora stating they miss the satchel in my order. They replied saying I didn't select the gift wrapping option on my order, and suggest me to check to make sure everything is right when I confirm my order next time. I was 100% positive I did select the gift wrapping option and when I looked at the confirmation email they sent us, apparently the gift wrapping: satchel was selected!!!!!! I mean.. Sephora, I understand you guys were really busy with the VIB sale orders, but do not blame your customers for your mistakes. I was told that I can go to the store to get the satchel if I want to because they do not send gift wrapping alone without any merchandise from the warehouse. Then my second order came in today, AGAIN, MISSING THE SATCHEL SECOND TIME. like really? There's a reason for me to do online shopping, not everybody get time to go to the store just to get the satchel because you guys forgot to pack it in my orders. I am really disappointed!!
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KirstyAnn / NEWCOMER / replied
Hi Randee,   Will you be able to help me with this as well?   I placed an order and requested to receive a gift satchel with my purchase. However when I received my ... see post
Search bar on Sephora.com doesn't work
The search bar on Sephora,com doesn't work. No matter what I type in to search for the response is the same. Below is an example of the result I got after searching for "hourglass":  
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Caitlin32 / NEWCOMER / replied
I've been having this problem as well! Ugh so frustrating when you just want to place and order. Have you guys had any luck with this? see post
On Trac Delivery Problem AGAIN
    After holding on the phone for 15 minutes I've decided to come here for help.  My package was shipped to work, as OnTRAC can't seem to find my front door.  Now I get a message the Business is closed upon delivery.  Drivers are lying I work here, there is a receptionist and 100 employees here.  What is going on with Ontrac, perhaps they just don't want to deliver.   Please find my package, office is open till 5pm, Shipping Dept till 6pm.   Thanks.  
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hey fabme - I've responded to your PM regarding this order! see post
ups. still same problem.
seriously i don't know what's up. no matter who i contact nothing happens, i had serious doubts about receiving this package today even though it was assured that it would, even though it marked in route for delivery. it got shipped back to    Mc Allen, TX, United States 02/08/2016 5:58 P.M. The package has been redirected and forwarded to the delivery center.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Blackwhiskey,   I'm sorry to hear about all of this! I'm going to send you a PM soon! see post
Missing points
I bought a BB Cream today, but at the cash register my card wasn't showing up even though I tried my phone number and email. I just bought the item anyways. How can I add these points to my account?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CamLinh,   I'll send you a PM to help you out with this! see post
Purchased an item but didn't receive any points
Hi,  I recently purchased a NARS Radiant concealer in-store but didn't receive any beauty insider points for it. I have the card stored on my phone, which I gave to the cashier before the transaction was completed -- i'm pretty sure she scanned it, but my points haven't shown up on my account yet. Is there anyways I can have these points added or would I need to repurchase the item?    Thanks
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tcw86,   I'm so sorry those points haven't shown up in your account! I'm going to send you a private message now so I can look into this for you. Thanks! see post
#ShareYourDecadence Instagram Contest #SephoraCanada
#ShareYourDecadence Instagram Contest 02/09-02/11   It’s almost Valentine’s Day and we couldn’t wait to spread the love! Marc Jacobs and @SephoraCanada are giving you a chance to win a signed by Marc Jacobs Decadence Fragrance.   Here’s what you do: from Tuesday, February 9 at noon EST to Thursday, February 11 at 11:59 am EST, post a picture sharing what is most decadent in your life, tag @SephoraCanada and hashtag #ShareYourDecadence and #SephoraCanadaSweepstakes.   To enter for your chance to win, be sure to follow @SephoraCanada on Instagram and include #ShareYourDecadence and #SephoraCanadaSweepstakes in the caption of your image. The Contest is open to all legal residents of Canada who are of age of majority or older in their province or territory of residence at the time of entry. Only one entry per handle. All valid entries received within the time frame of the contest are eligible to win. The two winners will be selected at random from the pool of eligible entries. Check your Instagram feed for updates.   Concours Instagram #Partagezvotredecadence du 9 au 11 février   La Saint-Valentin est presque arrivée et nous ne pouvions attendre plus longtemps pour propager l’amour! Marc Jacobs et @SephoraCanada vous donnent la chance de gagner un parfum Decadence de Marc Jacobs.   Voici comment faire : du mardi 9 février à midi HNE au jeudi 11 février à 11 h 59 HNE, publiez une photo partageant ce qui est le plus décadent dans votre vie, identifiez @SephoraCanada sur la photo et utilisez les mots-clics #Partagezvotredecadence et #ConcoursSephoraCanada.   Pour participer et courir la chance de gagner, assurez-vous de suivre @SephoraCanada sur Instagram et d’utiliser les mots-clics #Partagezvotredecandence et #ConcoursSephoraCanada dans la description de votre image. Le concours s’adresse à tous les résidents canadiens autorisés, majeurs selon les lois de leur province ou territoire de résidence au moment de leur participation. Une seule participation par pseudonyme. Tous les utilisateurs qui participent dans le délai imparti courent la chance de gagner. Les deux gagnants seront sélectionnés de manière aléatoire parmi l’ensemble des participants admissibles au tirage. Consultez votre fil d’actualités Instagram pour suivre l’état du concours. Bonne chance, les beautés! Voir les règlements officiels ci-dessous.
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You've changed a color description and I'm confused as to what I need now. Anastazia Brow Whiz Crayon, Taupe. What is it now?
I've used Taupe as color description for several orders in the Anastazie Brow Whiz Crayon. It appears to have changed now. What color is the old Taupe now?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rowrowrow,   Which color description are you used to seeing? Just "taupe"? I believe taupe has been listed as "Taupe - (formerly Ash Blonde)" for some time now. I... see post
Points Not Showing Up From In-Store Purchase
Hello!   So I returned an SK-II set in store yesterday and I was told that I could exchange it for another item. Since the 3x point fragrance promotion was going on, I purchased a $65 fragrance set but have yet to see the points show up in my account.       I still have the receipt if needed - I just purchased the set yesterday under "regular sale" so I'm not sure if it just needs a few days to show up or if it wasn't recorded. Usually Sephora records past purchases fairly quickly so I just wanted to make sure this was there!   Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jinxski,   It can take up to 24 hours for bonus points to be added to your account - however, because you exchanged this item it's possible that the bonus points ... see post
THE BEAUTY BOARD #LIPBOLDLYSWEEPS
  Do you love a bold, vibrant lip as much as we do? Then get in on our #LipBoldlySweeps! One lucky winner will take home a $90 lip bundle and a $500 Sephora gift card.   To enter for a chance to win, post an ORIGINAL photo on Sephora’s Beauty Board ( http://gallery.sephora.com/ ) between 12am PDT on February 9 and 11:59pm PDT on February 25th showing your best bold lip look. Be sure to include #LipBoldlySweeps in the title of description of your image, and to TAG AT LEAST ONE lip product you used or could have used to get the look. The winner will be selected at random from the pool of eligible entries and will be emailed to confirm their eligibility.*    *No purchase or payment necessary to enter sweepstakes. Odds of winning depend on number of entries received. Open to U.S. residents (including Puerto Rico). Must be 18 or older and have a Sephora.com login and nickname to enter. Enter by February 25, 2016 at 11:59 P.M. PT. One entry per person per day. Sponsored by Sephora USA, Inc. Potential winners will be selected from all eligible entries received during the Sweepstakes Period in a random drawing conducted by Sponsor on March 4 , 2016 and will notified by email.   See official rules below:  
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Points on in-store purchase not showing up
Hi! I made an in-store purchase Friday night and it has not shown up on my account. I just made another purchase in-store this morning and this has shown up. Can someone help me get the other points on there? thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LadyKuro,   I'm sorry the points were not added at the time your purchase was made! I'll send you a private message to assist you with this.   Always, Danee... see post