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Status: Unsuccessful Authorization
My order says unsuccessful authorization, it has been cancelled but when I checked the account balance of my MasterCard, I found that Sephora took my $118.83. What is going on? Can I get my money back? Plz help me
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Sephora employees rude every time you return?
I honestly never post on here, or go the extra yard to complain about customer service but I have had it with Sephora employees acting like they own the store! I am a VIB Rouge member, so It is shown that I shop at Sephora frequently. Every time I go to Sephora to return something ((Which isn't often maybe once every few months)) they made me feel like a criminal, as If I stole the product or something, even though I have my receipt and I always return products I did not end up liking in It's original package, barely used, and within a week. I honestly get scared to return something because I know the kind of attitude I always get.   Today particularity I went to simply exchange a foundation I had bought three days ago, which was too dark for my complexion. I even had the foundation which I bought swatched on my skin tone by the Sephora employees which picked this color out for me. The lady at the counter was eager to help me, but as soon as I mentioned the word "Return"  her attitude took a U-turn and rolled her eyes at me. I wanted to tell her why I was returning my items, but she didn't ask me a thing, nor did she offer me any help in finding items that would be right for me. She told me "you do know all these items returned go to waste right?" in such a snobby way. I simply told her I only used one application, and Iater on today I found out returned products become testers. So she obviously made a reason to make me feel bad. When the painful transaction was finally over she simply stared at me. When I looked back she said "What do you want now?". No "thank you" or "have a good day". I wish now I asked for her name but I was so eager to get out of there. They make me feel as If I'm a criminal or stole the product. I only buy things online now && even pay extra for shipping despite their being a Sephora 5 miles  from my house to avoid their TERRIBLE CUSTOMER SERVICE. 
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vivianwlam / NEWCOMER / replied
ABSOLUTELY.  The nasty treatment received when you make a return is terrible!  I make on average 3-4 returns per year, and even I've experienced this.   It's gotten so... see post
Undelivered Package
Hello, I placed an order on March 22nd and it's shipped by Canada Post. On the website, it shows that my package has been delivered on March 27th at 10:35 am into my community mailbox, but these two days when I checked the mailbox to see if it was in there, it wasn't. I contacted Canada Post but they said I should contact the sender. So can you help me to solve the problem so that I can get my package? Thank you very much.   Sincerely, Yumeng Li.
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sclark123 / NEWCOMER / replied
I have had this problem as well! I ordered some Sephora products this previous Thursday, and I have been checking my mail daily for my shipment to come in. It was made ... see post
Linking VIB account
Hi I need to link my VIB account to my online account.   Not sure wht information you need to do so.
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Can't check out despite order total owed being $0.00
I have been trying to make a purchase using my gift card that has not been used before. I was worried that it had been used by someone as it had been emailed to a now compromised email account and one of your BTs refused to transfer it to my account as credit, but I have checked again and again and the full total is still there.   Despite this, I keep getting a message saying that "Your Gift Card credit is less than Order Total. Please add another payment method." I have deleted the gift card and entered it again, yet the same problem comes up.   However, as my order total is less than half of the gift card credit, this does not make sense. Even the order total comes up as $0.00, signalling that I have met the order cost criteria and do not need to make any further/other payments. The 'PLACE ORDER' button remains grey, however, and there is no way to make the purchase.     I am wanting to put through this order using the 15% off RougeVIB code (despite not feeling particularly VIB from the treatment I have been receiving, which seems to be the trend with my fellow RougeVIBs...) but it will expire soon. Is there any way this can be resolved ASAP before the code expires?   Thanks.  
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SPECIAL GUEST asaphia / SPECIAL GUEST SPECIAL GUEST / replied
Hi Danee,   I've just come back to this thread because I had previously tried what you had suggested and even re installed the app, but the same thing is still happeni... see post
Birthday Gift after Birthday Month
I forgot to redeem my birthday gift, it was almost 2 months ago.... Can I still redeem my gift?
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kacie62442 / NEWCOMER / replied
Hi I had the same problem here- birthday in April but I wasn't able to get to Sephora to redeem my birthday gift :( any help would be appreciated so much    thank you,... see post
ADDING VIB CARD TO APPLE WALLET
I have an iphone 7 running ios 10.1.1. I have the sephora to go mobile app on my phone. Older versions of ios supported Passbook, my VIB card was added to passbook and it was easy to add coupons from emails (such as the 20% off sale one). Passbook has been replaced with Apple Wallet and my rewards card is no longer listed. The Sephora mobile app is on the list of apps that work with Apple Wallet and I should be able to add my rewards card as well as my sale coupon, but there is no option to. I have tried scanning the barcode from the coupon email, but it will not scan.
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lwoodz06 / NEWCOMER / replied
Ugh didn't work for me  see post
anyone having issues with the site? i can't seem to see reviews. They show for a few seconds then disappear
BEAUTY MAVEN pinkbonbon / BEAUTY MAVEN BEAUTY MAVEN / replied
They still have not fixed the problem.   I went off the site for a few days.   Came back on today and tried to see reviews and still the same problem. see post
My package said DELIVERED AT MAILBOX, BUT THERE WAS NOTHING THERE
This has been my worst experience with SEPHORA ! I placed an order and was missing an item. they sent me the item i was missing. i tracked it and said it was delivered in my mail box,but there was nothing there.. i already asked my neighbors and no one seen the mail man leave a package. Ive called sephora and they just give me the run around and cant seem to want to help me. I also emailed them and they sent me a message saying the tracking shows it was delivered and they hope im enjoying my product, how can i enjoy my product if i havent recieved it..HELP !! HAS ANYONE HAD THIS ISSUE IM NOT SURE WHAT TO DO FROM THIS POINT
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Mrsgt213,   I'll send you a private message shortly to look into this for you. see post
VIB Rouge order placed May 18. As of May 23, still "in process". I request help with this. Needed order for a trip, very disappointed.
Hello. I placed an order Thursday, May 18 with my Rouge account. The order would have shipped out Friday the 19th with the flash 2 day shipping.   With that in mind, my order should have been shipped and delivered by today, May 23, but status is still "in progress". I request assistance with this, as I am very disappointed with Sephora and its Rouge program. I've been understanding in the past with other issues and rarely have a problem, but is unacceptable that order hasn't even being shipped yet as of May 23. Thank you kindly for your assistance.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @RainbowFace,   I'll send you a PM shortly to further assist you with this. :) see post
Order with 2-day flash shipping takes over one week for delivery
I placed an order on May 15 at 9:30 a.m. PT and selected Flash 2-day shipping.  I did not receive any notifications that my order contained hazmat items that required ground shipping.  My order did not ship until Sunday, May 21 and is scheduled to arrive sometime today.  I never received any notifications about delays involving my products or general shipping issues.  The only information I received was through the VIB Rouge line, which involved me calling to ask why my package hadn't been shipped.  The support person was helpful in that he said there were issues at the warehouse, but could not provide me with an estimate of when my products were shipped.   Did anyone else experience similar delays? I feel like the majority of my orders with flash shipping arrive 1-2 days late, but I am bothered that I'm a VIB Rouge, spend thousands of dollars at Sephora, and I waited a week without any contact from the company regarding the delay.  I receive e-mails regarding backordered or delayed items from other companies all the time.  I just feel like this is another example of the declining customer service at Sephora.
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BEAUTY MAVEN rubythursday / BEAUTY MAVEN BEAUTY MAVEN / replied
Hi Nikko,   Thank you for your reply.  According to my order, none of the items were identified as hazmat.  Therefore, I am struggling to understand the extremely long... see post
I ordered an item and it hasn't shipped yet.
I ordered a couple of things on the weekend and it still has not shipped. I always get my items shipped the same day or the next day at the latest. Can I get an update?
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BEAUTY MAVEN rubythursday / BEAUTY MAVEN BEAUTY MAVEN / replied
I had the same issue, only I placed my order over a week ago. I am getting increasingly frustrated with Sephora's false promise of 2 day shipping. see post
How do I add points from my receipt?
When I asked the cashier yesterday if I could get a card she said that Sephora was going cardless. She also said that and I have to download the app to get points and that I could add my  points from the app but I don't see where I can do that. I also posted this question in another thread and no one replied.....
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI starryeyed07,    I can help you with this! I'll send you a PM now!   Always, Danee see post
Order Status: Unsuccessful Authorization
Hi, I'm encountering a "Unsuccessful Authorization" order status.   Please help as I had thought the order would have been processed by now.   Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Amethirteen, I will send you a message to help. see post
no samples in online order
just received my online order today and I had added a few samples but for some reason they did not arrive in my order. I have ordered online before and never had any issues , I'm just a little bit confused? 
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SIGHTSEER camann / SIGHTSEER SIGHTSEER / replied
I am not sure what is going on with the samples, but it has been hit or miss this past year.  My last two orders (one received today) were both missing samples, and the ... see post
Got the wrong package!
So so so upset. I timed my order so I could receive it in time for a gift. I wouldn't have bought it online if I knew this would happen! So frustrated. This usually never happens. I'm a VIB so I was excited to use my free 2-day shipping. I get my box, and it's not even mine! They completely mispackaged it, and now I have a stranger's makeup.   Now I have to go through the hassle of  1. Returning the package 2. Apologizing for a belated gift 3. Waiting until my package comes   What's worse, is that the stranger's makeup was also a bday gift! I can tell because in their notes they have a bday note.   On that note, I'm also super unhappy that a stranger most likely received my full name and full address. :/ 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  makeupppppppppp,   I'm so sorry to hear you received the incorrect package and for the inconvenience this has caused you! I'm sending you a PM now to assist yo... see post
Birthday Change
While I was setting up my account the connection got messed up and the wrong date was set as my birthday. Is it possible to change it to July 10, 1999?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi khamilton710,   I've updated your birthday to July 10th for you :)   Always, Danee see post
I got a defective product is it possible to get sent a new one?
I bought the ABH Nichole Guerriero palette and it seems to be leaking some kind of liquid. Is it possible to get a new one sent to me? I don't have a Sephora near me and I really wish to keep using this product because it's so beautiful but there is something clearly wrong with it. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi addisk47,   I'm sorry to hear about the palette you received! I'll take a look at your order then send you a PM to assist you further.   Always, Danee see post
vib rouge
hi I have vib rouge card and I just made online account the problem is I have no idea how to link my account and my card help me plz
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @pej09031,   I'll send you a pm to help you out with this :) see post
order cancellation
Hello, can i please cancel the order that I made.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi noorabdul,   I'll check the status of your order then send you a PM to assist you :)   Always, Danee see post
cancellation
I just placed an online order and need to immediately cancel my product due to me buying a different one. I can't call sephora so I sent out an email regarding my order number and etc,but I don't know if my order will still get cancelled. This was such a difficult and terrible first time experience with sephora and I'm hoping that my order does get cancelled and I receive the full amount back in my account. Will my order get cancelled????
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Xime97,   I'll check the status of your order then send you a private message to assist you further!   Always, Danee see post
does sephora price match with amazon?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaiine,   Regretfully, we do not price match with Target or Walmart. I'm sorry about that!   Always, Danee see post
Kat Von D Alchemist Palette Out of Stock
Hi! I have been waiting to order the Kat Von D Alchemist Palette and as soon as I went to check out it was out of stock How long does it usually take to restock these items? I love shopping Sephora online and really don't want to drive a hour to pick it up in store ! 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @NicoleShort,   I'm so sorry to hear that! Regretfully, we don't have a specific time frame for re-stock on this item and I'm so sorry for the inconvenience this ... see post
Loves list missing all my loved items
It seems others are having this issue... When I go to my Loves list, everything is gone. But when I go to an item I had Loved, the red heart is still selected. If I add a new Love, it does not show up on my Loves page. I've tried multiple computers, iPads, the app on my phone, etc. and have the same problem everywhere. I've submitted this to help a few times but just keep getting generic responses :-(  So I don't know if Sephora realizes that there is an actual technical issue?
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SPECIAL GUEST forbobbin / SPECIAL GUEST SPECIAL GUEST / replied
Thanks... I do use Chrome, not IE.  And I'm getting this same issue on the app on my iPhone and iPad, so I don't see how it could be a browser issue. see post
My package hasn't shipped
Okay, I purchased two orders on May 13th. The first package came, but the second one has yet to ship. Today is May 18th, and I'm still waiting for shipment. I have 2-day flash shipping, so I was expecting it sooner. Please help! I'm scared I won't get it.   Also, when I checked it's status online, it said the samples I chose are sold out. Is that part of the issue? 
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thelibertine / RISING STAR / replied
$450 order placed on May 12th...no shipping update yet, and it's May 21st.    So this is what it means to be VIB Rouge? When are you going to sort out Lasership? I get... see post
Wrong Birthday date on profile:(
Hi there, I was noticing I wasn't getting my gift offered to me this past week.. but then I noticed I had the wrong date on. For some reason it's set to August 25th, my real birthday is May 22nd, 1993. (Tomorrow) Is there any way to make this change?    Thanks, Amber
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Amber,   I'll send you a private message shortly to further assist you. see post
Paid on Sephora app with Apple Pay, card charged, but no order confirmation?
I used Apple Pay to checkout and pay on the Sephora app but I didn't get an order confirmation email and my cart is still full of the same items. My wallet app shows that the transaction was made and that the card was charged. I noticed this happened to others but I am still worried and don't know how to proceed. Please help.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Elfen,   I'll send you a pm shortly to help you out. :) see post
Sephora play shipping address
  I just subscribed to Sephora play and will be receiving my first box next month.  I am wondering if I can change the shipping address every once in a while since I live in three different places. I have read the box is shipped out on the third week of each month, is this true. If so, when can I change the address?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Imababymuffin, You would need to change the shipping address before the 1st of the month. Even though it doesn't ship out until later, the box is scheduled between th... see post
Deleting or editing a review
Hi, is there any way I can delete a review? I did not find a box to click I received the items as samples and really need to fix it ASAP!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MUA4EVAH,   I've removed this review for you! Please allow a few hours for this to update on our website.   Always, Danee see post
Change my birthday on Sephora
love Sephora!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NaNu17, I have updated that for you :) see post