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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
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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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
How do I add my beauty insider card to this account?
SC321 / NEWCOMER / replied
I have the same issue as well, please help! 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
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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SIGHTSEER rachelalei / SIGHTSEER SIGHTSEER / replied
Hello the same thing as happened to me. How can I receive those points as well? 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 (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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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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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi thebear11,   I'm sending you a private message so I can help you with this!   Always, Danee see post
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
Linking BI card to online account?
i need help linking my online account and my BI card from in store can someone help me?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi perindavie,   I'll send you a PM now to assist you with this :)   Always, Danee see post
100 point rewards
Can I put my 100 reward in my own shade? If so, how
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yesibabyx3,   The 100 point rewards are not customizable at this time and I am very sorry for the inconvenience.   Best Wishes,   Janean see post
How do I change the brithdate on my account?
I just realized that my account have the incorrect birthdate, I am not sure how that happened as it's been correct for the past years. It says jan 1 right now as my birhdate but my actual birthdate is feb.18. Would anyone know how to correct this? thanks.
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cindytutu,   On the top left of any page on Sephora.com, you should see a link to your account page with your name. For example, mine says, "Lindsay's ACCOUNT". C... see post
Will I get my money back? Or will my order be sent?!?
After placing my order it said there was an error. Yet, sephora took out the total amount from my bank account!!!! I looked on my previous orders to see if it was in there & nope- nothing. So why are you guys taking money out of my account if you did not send my order? This is a lot of money im spending & should not be taken lightly. Is my order on its way? Or is my money going to be refunded??
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi baabyH,   If your order was not placed, you will not be charged. What you are seeing is likely a pending authorization. If you send me a private message with your... see post
unsuccessful authorization
my order says unsuccessful authorization even tho I've been charged I want to know the problem It's my first time ordering too please help
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maryamalsulaiti,   An Unsuccessful Authorization generally means we had an issue verifying information for your order, so we were unable to allow your order to be... see post
Unsuccessful Authorization
Spoiler (Highlight to read)     Why does my order status say "Unsuccessful Authorization" when they payment was immediately taken from my account after confirming my order?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi creepers,   An Unsuccessful Authorization generally means we had an issue verifying information for your order, so we were unable to allow your order to be proces... see post
VIB Code at store
I received an VIBR code V436CB for 10% off. Can I use this code at Sephora store?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KristyXT,   This code can be redeemed online or in-store! see post
forgot to add samples to my order
i just placed an order and forgot to add samples! Is there a way to go back and add them in order?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi patricialee,   Samples can only be added during check-out. Sorry about that! see post
Ordered foundation and the seal at the top leaks, need a refund due to damaged product. Can return but need to know I won't be charged.
I ordered YSL Fusion Ink foundation on 12/3. I've only used it a few times and each time it is leaking out the top. I've decided the seal has to be broken for this to keep happening, I have never had this happen before with this product.   I received a faulty product (broken seal on lid). I request a refund (no replacement, I already repurchased something else) and I can try to ship it back in a bag so it doesn't leak in the shipping container but I don't want to be charged for a leaking product. Please help, thank you.
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RainbowFace,   I'm sorry to hear this. Can you please send me a private message with your order number so I can look into this for you? Thanks! 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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Mitch18 / NEWCOMER / replied
The same is happening to me. If I didn't need to use my Sephora gift cards I would definitely take my business somewhere else. So many days wasted because of this proble... 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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Mitch18 / NEWCOMER / replied
I already sent you a private message the other day. How come you haven't replied yet? Sephora keeps on canceling my orders and I am getting quite sick of it.  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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SPECIAL GUEST charlotteb12345 / SPECIAL GUEST SPECIAL GUEST / replied
i am having this same problem with Sephora returning and customer service is horrible with Sephora  see post
Package sent to wrong address
I placed an order yesterday. Today I received an email that the package has been shipped. That's when I noticed it is going to my old address and I won't be able to receive the package there!! The tracking link isn't available yet. Is there any way to have the package returned or rerouted to my correct address? please help!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BeMack19, Oh no! I'll send you a message to help. see post
Charged Twice
While checking out it said my billing information wasn't correct so I refreshed it and tried again, it said it did not go through but my credit card was charged twice. It is still pending but the money was taken out of my account. I talked to my bank but they said until it completely goes through they can't do anything. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi madetolovemakeup, I'm sorry to hear that you had difficulty ordering. For your security over the internet, Sephora.com verifies your address against the one that your... see post