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Ontrac problems
Has anyone else had problems with Ontrac? Over the last six months I have had about ten packages go missing between Sephora and Amazon, all of which were supposedly delivered by this company. I would love to just use USPS but I'm a VIB Rouge and am eligible for free shipping, which only goes through Ontrac. I shouldn't have to pay an extra $7 just because Ontrac cannot do their job. This problem has me seriously considering not shopping at Sephora anymore.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi allijoy,   Thanks for your feedback about OnTrac, I apologize for the difficulties you have experienced with your orders. We appreciate your thoughts on our shipp... see post
BAD CUSTOMER SERVICE EVER !!!!!!
Sephora cancelled my order almost 10 times since last week when I tried to shop online. After cancelled my order, they sent email said that to protect my payments etc… I called to verify my payment and nothing wrong with it. They said I violated their Term of uses by ordering too many of 1 product. I think Sephora should stated the amount of product that a customer can buy for 1 product. When I see a good deal, of course I want to purchase it to stock up and give it as a gift for my friends. What's so wrong with it. And I think 5 is not "too" many. And I also tried to order another products that I have never ordered before but still, they cancelled my order. I sent another email to ask but well, no reply!!! MOREOVER, when I called, their representative said that I have to go to the store to buy stuff, now they can't say anything yet and someone will called me back to resolve the problem but no one did. I don't have that many time to call and wait in line to talk with your representative and received an answer like that. After that, I sent an email and they did not answer my simple question that "WHEN can I order online again?" because they keep canceling my order which made me really mad. OH that's so funny, I spent a lot of money to just shop at SEPHORA and now what? I have to go to the store to buy stuffs whenever I need???? NO WAY. I would rather shop on the other sites. However, I got over 3000 points in my acc. Just let me shop and redeem all my points. I was so patience until now, when my problem hasn't been solved but I received an email said that "They checked my record and see that I called and the problem was solved, pls call customer service … " Oh no, I'm not gonna call again, I don't have that much time. SEPHORA, please solve the problem. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meggiedo,   Thank you for the feedback regarding our ordering system. At this time, quantity restrictions are in place to ensure that all clients get access to pr... see post
Order cancelled
I got a message that my order was cancelled because you were "unable to confirm my payment information". Is the real reason that you don't cooperate with MyUS.com? I would appreciate clear information.
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Signelette / NEWCOMER / replied
Thank you Nika for your answer also if it wasn't satisfactory. I'm sure you would have managed to confirm my payment information if you wanted to since it's never been ... see post
Viseart Corrector, Contour, Camouflage HD Palette-Will it ever return?
 Is this a discontinued product?   http://www.sephora.com/viseart-corrector-contour-c amouflage-hd-palette-P391305?skuId=1665660
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Beauty4ashes,   I'm not showing that the item is discontinued however, I recommend signing up for an email notification if you have not already done so! Thank you... see post
Where did my VIB go????
I have been a VIB member for a while now, but when I try to order online... it says I have zero points, but my email says I have over 800! How do I get my VIB info online?? Thanks!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kfrances,   In reviewing your account, your email address and Beauty Insider Card are not linked together! I'll message you now to help with this. see post
Supposed to be VIB Rouge
I was not credited the points from my in-store purchase from yesterday. I am finally *supposed* to be a VIB Rouge member, and was expecting to have the associate acknowledge that and give me a new card with the other benefits, just as they had done when I became a VIB member. However, the store was especially busy and the associate took me beside the counter and used a handheld device to ring my purchase. She seemed very rushed and a little flustered; the machine was giving her some problems. She scanned my VIB card and I knew that my purchase was more than what I needed to become a Rouge member, but she said nothing. She mentioned my previous amount of points so I assumed that my card was credited and I didn't want to question her because I knew she was feeling busy - I worked retail for years, I can empathize! Now I wish I had pressed the issue.   I called customer service today, got my points added but had to fill out a form to be sent to someone else to "approve" my Rouge status, which may take up to TWO WEEKS! And she said that they will ask me to send in my receipt! Who has time for that? Keep in mind that I have had to spend over $1,000 to become a Rouge member and I chose to buy 2 pricey Fereo products at Sephora because I wanted the additional points. I could have purchased them elsewhere.   I'm so disappointed that I have to wait just to have someone address my problem, and then have to send in proof when it could have been handled correctly at the time of purchase. This is a warning to future customers that don't want to inconvenience anyone else! You're the one that's inconvenienced in the end.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ArinNicole,   I am very sorry to hear that your recent purchase was not added to your purchase history. I am going to send you a private message to assist you fur... see post
email promo
I used to receive promo emails before my beauty status changed to vib.  my sister has been receiving emails, but I have not and do not understand why.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sdeluna,   I am sorry that you are not receiving emails from us. I can definitely look into this for you! I am going to send you a private message to get a little... see post
Can I get birthday gift after birthday??
today is my birthday. But I want to go Sephora next week.  Even if I visit next week, Can I get birthday gift?? Until when is it possible to get birthday gift? Thank you .
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sunny1198,   Happy Birthday! :D You have until February 13th to pick up your complimentary Beauty Insider Birthday gift! :)  see post
How to do i add my VIB to my online account?
I have been a VIB member for years. however when i buy online I can't add my VIB account information 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tl72,   I can help you with this! I am going to send you a private message to assist you with this. :) see post
Not receiving promo emails
I hadn't received any emails other than shipping/order confirmations since I went Rouge. I have missed out on a lot of promos and new product memos because of this  Can I get any help to get the promo emails back? Right now, I have to rely solely on the generosity and kindness of the other beauty insiders on BT for promos, news and codes.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stefanieee,   I am sorry you are not receiving emails from us. I am going to send you a private message to get a little more information from you so I can resolve... see post
my birthday gift is not showing up during the checkout process?
tried on ie, chrome, ipad....
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NingA,   I am sorry for the difficulty you are having adding your Beauty Insider Birthday gift to your order. Our records indicate that you included the Birthday ... see post
Free seasonal gifts?
Hello. I've actually been a VIB for a while just didn't know what it meant or that it came with anything. I have 1600+ points. And I see there's free seasonal gifts and stuff, which I've never received, I don't think I've even got a birthday gift so I'm a little upset come to find out there's all these perks which no one explained and I've spent so much money. how do I get these seasonal gifts and can anything be done on all that I've missed out on?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Surnovi,    I am sorry that you have not received any seasonal gifts. Are you signed up to receive emails? We send out emails with information regarding upcoming ... see post
MISSING RECORD?
I bought something in store, and i use 200 points to get two clearer toner. However, I saw the online record they don't record my purchase, only reduce my points to -124.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi VictorKY,   I just added the Beauty Insider points from this purchase to your account. Please keep in mind that while I was able to update the Beauty Insider poin... see post
Redeeming points with receipt?
Hi, I recently bought some products and I wasn't able to get a member card in store because I was told you were out of them. The lady at the desk told me I could redeem them online after, but I can't figure out how.
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Ukhtetahir / NEWCOMER / replied
Oh, I was able to get a little while after, I just wanted redeem the other points.  see post
Horrible Store Experience
I had a horrible experience at the Chestnut Hill, MA location recently. Infact, I left the store in tears and went and cried in my car. I called to book an appointment for a complimentary makeover, because I renewed my VIB status for 2015. I arrived on time for my appointment. When I entered the store an employee asked me if I needed help, I told her I was here for my free makeover and she immediately became defensive. She said that they don’t take walk in appointments. I told her that she misunderstood me, and that I did have an appointment. She rolled her eyes and called for the manager. The manager was polite and told me that nobody scheduled my makeover, but she implied that she thought I was lying about making an appointment and pointed that the girl who was working on the day I booked was currently working and SHE SAID she received no calls for an appointment today. I was sat in a chair with another employee. The first thing she said is “you know, you really need to make an appointment”. I made an appointment. It’s frustrating because I know all the employees were talking about me and clearly telling one another I was lying about the appointment that I made.   I told the associate helping me that I wanted a natural full face of make-up and also wanted to be matched to a foundation. I told her I have dry skin and the first two foundations recommended to me I had tried and disliked. She told me she had no idea what to pick. Your employee has no idea? I explained to her that I previously had cystic acne (so I have some pigmentation on my skin from scarring) and that typically my skin was dry. She kept telling me that we can’t really do anything unless the skin underneath the foundation is clear, and that you have to treat the underlying cause. I did treat the problem (acne) now all I have is dry, flakey skin and your telling me that no foundation is going to work on it? She made me feel so hideous and felt like I’d never be beautiful, even with make-up. She kept messing around and just staring at me, asking me what I’d like to do, seeing as she couldn’t think of a good foundation. I said I heard Nars might be good. She applied it on my skin. It looked okay, she put two different powders on each cheek, both made the foundation cake up in my T zone. At this point, she wasted 35 minutes telling me that my quest for perfect foundation was useless because I have an incurable problem. She then told me I had only 10 minutes left, and didn’t offer to fix the foundation. She quickly applied some neutral shadows, eyeliner and a swipe of blush. I still had the nasty cakey foundation on with two different powders. She didn’t even bother to put mascara, fill in my eye brows or a swipe of a lip product. I looked like a clown. I mentioned the mascara, and she said oh I thought you had some on. I had no mascara on and my eyelashes were caked in white eye shadow from her application. I felt so ugly and she rushed me away. I left the store, and burst into tears when I saw myself in my car. As a VIB insider I do spend a lot of money, and I was willing to purchase foundation and other products going into the makeover. But according to your employees, I am a liar and I have horribly incurable dry skin that foundation won’t fix. I am deeply disappointed with my service and think it is inexcusable that three of your employees didn’t treat me with respect. This makeover is supposed to be a treat because I spend so much money, what is the point of offering it if your employees think it’s a chore?   ON TOP of this I wrote an e-mail to your customer service department and received a response that my complaint was received and it would be forwarded to the correct contact within Sephora and I would receive a response in 5-7 business days. On Monday (the 8th business day) I wrote a reply email and have yet to receive a response. Tomorrow marks 13 business days from my original email. Will I ever get a response? I am not asking for the world here. I do not want free store credit or anything else. I just want another make-over, properly done and the employees to understand that it is not okay to lie and make the customer feel this horrible. The employee that did the makeover needs a serious lesson in customer service and clearly should not be doing make-up and the whole store needs to not talk behind the customers back. How can you treat someone who spends so much money in your store that way?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi npf92, I'm so sorry to hear that! :( This is definitely not how we want our clients to feel when they are in-store.  And our cast members should not be acting like th... see post
Recent purchase
Hi. I just bought clinique clinical dark spot corrector . It said on the product description that it comes with a free sample of their best selling foundation.  I didn't receive anything like that. Could you lmk if their is anything I can do? Thank you!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tryitagain! I'm sorry about that! I am sending you a private message to help.    Cheers!  Kevin  see post
HOW DOES SEPHORA GENERALLY MANAGE ITEMS WHICH ARE DISCONTINUED AND NO LONGER ON THE SITE
Approximately  a week ago I purchased an item to try out . I am pretty new to Sephora so I was not aware that the price was such a good deal . After trying the product and doing as little research I decided to go back and get a few more of the skin care sets .  They are limited edition sets and were ringing up at 18$ . When returning to the store they were ringing at $35 , so I decided to wait and check online . The item is no longer available online at all. It does not even show up . I can see it when I click on my online list of purchases but the link is dead . It seems to be discontinued , and I have called allover the various Sephora stores nearby to try and see if it is also ringing up at the higher price but no one has this item .  My question is >>  what is the usual procedure for Sephora when an item is discontinued  , and was previously listed as  being on a clearance type price then suddenly drops off the face of the earth but pops back to the original price . ??
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Tstorm / NEWCOMER / replied
Randee,   The product is OLE HENRICKSON nurture your radiance collection UPC # 687795469016  .   It seems to have been removed from Sephora.com altogether and unavaila... see post
Bobbi Brown return to SiJP?
Recently ordered a Bobbi Brown eyeshadow, swatched it, didn't love it and was wondering if I could return it to a SiJP even though it was purchased online and they don't carry Bobbi Brown?
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BEAUTY BUFF agd000 / BEAUTY BUFF BEAUTY BUFF / replied
Unfortunately, they wouldn't take the eyeshadow back since they don't carry it. I'll have to go to my free standing store. see post
purchase not showing
Hi, i bought 6 things at the sephora retail store, and 2 of them are not showing on my account, what should i do?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emma93,   I would be happy to help you out with this! I'm going to send you a private message so I can assist you :) see post
Forgot to swipe VIB card
I recently made a purchase at a Sephora and the cashier forgot to swipe my VIB card. Is it possible to still obtain the beauty insider points if I have kept my receipt?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ferraroc! I can help with that! I am sending you a private message with more details.    Cheers,  Kevin  see post
Return Policy?
I have used the tarte Best In Faux Lash Extending Fibers. I have had it maybe 2 weeks ago. Whenever I use this product my eyes burn and get super red. Can I take this product back? I have the box but it is opened. I also ordered online and don't know where the package sheet is (most likely thrown away). What can I do?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kgtbug,   I am sorry that you had an allergic reaction to the Tarte Best In Faux Lash Extending Fibers. You can definitely send the item back to our Distribution ... see post
Return Policy
I bought a blush a couple of years ago used it once and didn't like the color so I never use it. Can I still return it or exchange for a different color?
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SCENE QUEEN stephloveschris / SCENE QUEEN SCENE QUEEN / replied
Thank you I will call the store! see post
Missing Points from SiJCP purchase
I made a $20 purchase on 1/26/15 at my local SiJCP, and the transaction shows up on my Purchases page, but the points aren't showing up. Any help?
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LCResz, I can assist you with this! I'll send you a private message now! :)  see post
Clarisonic warranty for Canadians
So I bought my Clarisonic Mia 2 in April 2014 and now its broken. The on/off button doesnt seem to be working properly...when I press it it doesnt turn on and sometimes it would turn on automatically when its laying around undisturbed...also it keeps vibrating when I charge it. I bought mines at Sephora and did register it on the Clarisonic website. I called the Canadian Clarisonic toll free number to open a claim and was told to try charging it continuously for 24 hrs to see if it would fix the problem...it didnt.    I'll be calling them again tomorrow but I'm just wondering if any Canadians have had any success in getting a replacement for their Clarisonic of if I will be getting the runaround. 
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh no! I will send you a private message with more information for you on the warranty!  see post
Fresh Mask Selfie #SephoraSweeps on Instagram
Treat aging skin with the power of black tea. Enter for a chance to win a Fresh Black Tea skincare collection prize package featuring the newest addition, Black Tea Firming  Overnight Mask. On January 29, one lucky Sephora Instagram follower will win this exclusive bundle worth $500.   To enter for a chance to win, make sure you follow @Sephora on Instagram. Between January 28, 12pm PST and January 29, 12pm PST, post an original selfie of you wearing a skincare mask to your Instagram profile. Include #SephoraSweeps in the caption of your image. All valid entries received within 24 hours from the start of our giveaway are eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed on January 28–29 for updates.   See official rules>    
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missing points
Hi, I have a beauty insider account and upon figuring out in store (a store associate told me) that I have two accounts somehow (no wonder my points didn't seem to grow and most of my purchases were not being counted) I called the customer service line. First dealt with rude rep and then called back and all they could do was "link" my accounts and add my latest purchase which I still had the receipt for (which wasn't showing up). She went ahead and linked and added my last purchase (and told me that some other person was linked to my account, which meant they had probably used my points). Now I just spent close to $200 and it's not appearing AGAIN. Not sure what is going on but I know I should have waaaay more than 300 points in the last year. Something isn't adding up. help!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi juliana229,   I am going to send you a private message to assist you further with this. :)  see post
BIRTHDAY CHANGE
When I was entering my Birthday information I accidentaly put in April 8th instead of February 8th.  I can't find the place to change it. Is there any way to fix my mistake?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry to hear that, Jiayin1987,   I went ahead and just confirmed that your bday is now listed as Feb 8th. You may need to log in and out of your account in order to... see post
I am trying to place a order with a gift card i got for my birthday but it says its invalid why?
Im I typing it in wrong? I just got it yesterday
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Vanillabby14! What type of gift card are you using? It is a physical card from a Sephora store or an e-gift? If you're having trouble placing your order, the fastest ... see post
Point not added to accoutn
I received gifts from Sephora for Christmas. My mother called to place the orders and was told that the beauty points could be added to my account if she wanted, she said yes. However, they have not been added to my account. My mother doesnt seem to have the receipt anymore either, so I am not sure what to do about this mix up. Again, during the purchasing of the products, my mother was told the points would be added to my account, and they were not. Is there anything that can be done?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JayDeg,   I'm going to go ahead and send you a private message so I can assist you further with this! Thanks :) see post
Exchange?
I had bought the ABH Contour Kit close to a year ago now I think, or whenever it came out, and it just doesnt work for me. I cant seem to find the receipt for it but I was wondering if I can do an exchange?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi newsmrsleblanc,   I'm sorry to hear that the contour kit didn't work out! Sephora.com does not accept returns after 90 days. If you purchased this item from a sto... see post