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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
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
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
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
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
Problems with the Play Box
Does anyone else seem to be getting weird products in their PlayBoxes.  They claim that they use your custom profile to pick some of the items.  Usually something for every skin type or every skin tone.    I am a young 22 year old girl with large pores and oily skin. I also have very fair almost porcelain skin (in the winter).   EVERY MONTH i get an anti-aging item and something for a dark skin tone. I don't understand, I've seen the other options and theres actual items that would be useful to me?  Are others who are subscribed also getting stuff that does not match? Are they even looking at the profile?    Please can someone within the Sephora business answer this as well? It's a waste of product, I can't use it? Or I don't need it. I've seen a few people ask this question and it seems to always getting ignored by employees. I would really like an answer
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aubreyc94,   Thanks for the Play feedback! The majority of items included in Play are universal in nature and can be used by any age or skin type. I'm sorry to he... 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
I have never received my December box, my first month. What can I do to get it?
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I received your PM and sent you a reply! :)  see post
Unsuccessful Authorization Order
Hi, my order says "UNSUCCESSFUL AUTHORIZATION" but my credit card was charged, please can anyone help?
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imliss / NEWCOMER / replied
please, thank you!  see post
Return/Exchange
Hi! I ordered something online through my local store but after about a month of not using it I want to return it. Can I return it at a store or do I have to send it back in the mail?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katy2012, You can return it in store. You can use the order summary as your receipt :) see post
Return with no receipt/I did use my rewards
Can we return an item without the box? I dont know where u put my receipt but i did use my rewards account. Would they be able to find the purchase?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MsMichelleVang,   I recommend contacting your local store directly for more information on their specific returns policy. They should be able to give you the info... see post
January 2017 sephora play box - missing face cream
Hello! I was wondering whether I could get the sample that was left out of my January sephora play box sent to me. I did not receive the drunken elephant face cream. It's a brand I've really been hoping to try!   Thanks, Rachel
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rayfaygray,   I'm so sorry to hear that item was missing from your Play! box. I'm going to send you a PM now so I can assist you with this. Thanks!  see post
None of my free samples were in the package for my recent online order
I recently ordered a bunch of things online, and everything was in the package except the free samples. Please help!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @JuliaPC,   I'm sorry to hear this! I'll send you a PM soon.  see post
Did one out of stock item cancel my whole order?
Hello I made a fairly large order last night and received an email today saying " We apologize, but your recent order was cancelled due to either a system error or an inventory issue. We regret that we are unable to replace your order at this time. We have included the information below so that you can review the details of your order." My card has been charged so I'm hoping it was just the one item that I see is now out of stock that got cancelled but am unsure. Any advice would be appreciated. 
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SilverTansy / NEWCOMER / replied
Update for anyone with the same question: yes the whole order was cancelled and it will be up to 7 days to get my money back. see post
NO SAMPLES
I just received my package thinking, "Oh! There's a product that I received a sample for that I'm dying to try but haven't decided if its worth the money. I can finally try it!"   Wrong! I opened the box and did no find  any samples that I picked out at all. This isn't even the first time, but this time I'm really upset about it.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @Mishenim,    I'm going to send you a private message! Please check your inbox when you can. Thanks!   Best, Mali see post
My order was cancelled even though I'm sure I entered the information correctly
I just got an email about an order I placed last Sunday saying my order was cancelled due to an unsuccessful authorization of my payment information. This is confusing as I double checked to make sure that I entered my information correctly, and I sat there next to my grandfather while he entered his PayPal information, so I don't see what went wrong. Please help me with this, because I need my order by next Monday. Thank you!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Serafini, On your Beauty Talk  profile page, you can click on your private messages on the right hand side. :) see post
Wrong Shipping Address
Hi, I was expecting my Sephora order to ship by today and when I checked my order status online, I noticed it had been shipped to my previous home address. Is there any way I can have the item reshipped or find out if it was sent to a UPS location for pick-up? Thank you.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Shuerta,   I'm sorry to hear this! I'll send you a PM soon.  see post
what does unsuccessful authorization mean in status?
I placed an order with one day shipping and was very urgent to me, but now the status is showing   STATUS: Unsuccessful Authorization   Please explain on to why this happened.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Sanchu,   I'm sorry to hear this. An unsuccessful authorization means that we were unable to authorize the order and it was not able to go through. I'm going to loo... see post
I didn't get my free samples !
I selected free samples at checkout and I didn't get any of them and my account order history has nothing on it? I ordered about two weeks ago and received my package but no free samples 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @shannonrose97,   I'm sorry to hear that! I'll send you a PM soon.  see post
How do I merge my multiple accounts?
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Lexyfaye,   I will send you a private message so that I can help you with this. Thank you.   Best Wishes,   Janean see post
Play! Subscription Cancelled?
So this is rather annoying.   I received an email on 1/15 from Sephora that my Play! subscription had been cancelled. I did not cancel it myself, so I called and spoke with a representative. I was told it was cancelled due to my card being declined, which was odd, since I had updated my card at the beginning of the month. I was asked to clarify the last four digits of my card, and when I did, I was told a different card (my old debit card) was charged. The representative I spoke with was unable to help me any further. She simply told me I would have to re-subscribe (even though it seemed to be a Sephora error). After I expressed concern about the wait list, she assured me as long it was done the same day, I could resubscribe immediately. We hung up, and when I went online, as figured, I was not able to re-subscribe due to the wait list.   I then emailed into Sephora to further speak with customer service, and I was essentially given the run around by several associates. I first received the basic "We're sorry to hear that the Sephora monthly PLAY! subscription is currently full" response, which didn't answer my question. After replying back and forth a few more times, I was told that the only card on file on my account was the last four digits for my old card (even though I was looking at my account at the same moment and it wasn't on file at all - only my new card was). I was given the run around some more - I was even given a pitch about the Play! subscription - and eventually, I was told to just call the help number again.   So I called to speak with another representative on 1/16. This time, the representative was much nicer and was able to look further into my account. She confirmed that I did update my card at the beginning of the month, though it appeared it never updated on their end for the Play! subscription. When I updated it, I double checked everything and it seemed fine, so I'm not sure why it didn't go through. The representative told me next time to call after I update it to confirm again. Even though it was a Sephora error, she still couldn't help me because the subscriptions are "currently full" and told me I would simply have to wait on the wait list to eventually re-subscribe.   So I'm left with a cancelled subscription due to a Sephora error and no one seems willing to fix the mistake. I was one of the first ever Play! subscribers during the test phase and I have been VIB Rouge for several years. I spend a lot of money with Sephora and I'm extremely disappointed with how this has been handled so far. It seems like they really don't care about their best customers.   Has anyone else had this issue? Does anyone know how I can get Sephora to fix their mistake or how long I'll have to wait to re-subcribe? The whole thing seems ridiculous.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi @victoriaantonia,   I will send you a private message so that I can help you with this. Thank you.   Best Wishes,   Janean see post
Gift return
Can I return a gift and get cash for it? I have the receipt, its in new condition and its before 30 days.if i return it can it be credited back to the person that bought my gift?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Zahrahhh, I would recommend contacting the store directly for more information and let them know it was a gift and the receipt has the gift givers information. They s... see post
Hello, I would like to connect my physical beauty insider card with my online account
Hello, I would like to connect my physical beauty insider card with my online account
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jjjcho, I will send you a message to help.  see post
Unsuccessful Authorization
Hi, my order says UNSUCCESSFUL AUTHORIZATION and my credit card was charged, can anyone help?  
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pypypy / FRESH FACE / replied
Thanks for your help and I am looking forward to your reply. see post
unsuccessful authorization
placed an order and transaction was successful through paypal, but now it is "unsuccessful authorization", can you update me on what that means or what will happen now? Do I get a refund if it doesn't pass? and when? How can you not send an email with instructions or updates.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Megalith,   I will send you a private message with more information in regards to this shortly. Thank you.   Best Wishes,   Janean Sephora Facebook Tea... see post
Package missing
Sephora has sent me an email saying that the package been shipped. However it has been 3 days and the package has not been delivered or Canada Post says the tracking number does not exist. Where is my package?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @Taylor97,   I'm sorry to hear that! I'll send you a PM soon. see post