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VIB Rouge Disappointing Visit /500 pt perk missing items
I recently visited my closet Sephora (45mins away) and was very disappointed. There were no 500 pt perk sets available at the register so I asked the associate to check in the back. She did & found a L'Occitane set that I took. However upon opening the set only 2 items were in the box and maybe a small handful of the shredded black filler. It was almost like a return that items were missing from.  Also on the trip I renewed my VIB Rouge status & was told there was no renewal gift.  As a VIB Rouge customer I find this totally unacceptable that you wouldn't reward your loyal customers with a renewal gift?  I walked out very disappointed. How is it we spend $$ into a company we love but I personally sure didn't feel very much love in return. 
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return by mail
Hi,   I've sent out the package and it was received within 30 days of purchased, but I didn't get any email or anything since then. Can anyone help me take a look? Is there anything I can do now?   Order Number: 3773297131   Thanks!   Moira
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MUFE foundations discontinued???
I had just decided to use my $50 Epic Rewards credit on an MUFE foundation, but every single shade of every single liquid foundation they make is sold out! Does anyone know if MUFE is discontinuing them? Or if Sephora is just not stocking them anymore?   So sad, because I had finally found a great colour match in the HD foundation :'(
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Can I return a 500 point perk online?
I got a 500 perk from a physical shop last week on vacation but have since returned home and realized the perk made me break out badly even though the sales associate said it won't! Can I return it online and get my points back? Please help!
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BEAUTY MASTER studz / BEAUTY MASTER BEAUTY MASTER / replied
I'm not sure. I live in Canada so I don't have first-hand experience with JCP but I hear that they have a different system than stand alone Sephora stores and that they ... see post
Out of stock / points rewards
Why are so many items out of stock on the Canadian site? Not to mention the very minimal sample choices! I know the Sephora team is working hard but it's super frustrating when we Canadians have to play the guessing game on if items we saw 1 day will be in stock the next day!        On a side note,   how often does Sephora have the 2X, 3X, 4X rewards promotions? I always end up missing it!
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inlovewiththis / NEWCOMER / replied
I am in Canada too and just found this out, i did read on facebook where one consumer posted something about a change in warehouse and that it affects Canadian shopping.... see post
VIB to VIB ROUGE Status Update
Hi there- i was hoping someone can help upgrade my account status.  According to the total amount of my purchases I have already reached VIB Rouge status. A couple of my purchases, a SA forgot to log in my account so I had to call the customer service number to add them but for some reason unless manually totaled it doesn't recognize it. According to my purchases I have already spent $1061 prior to taxes. Please help. Thanks!   nhel 
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SPECIAL GUEST Nhel / SPECIAL GUEST SPECIAL GUEST / replied
can anyone help please? see post
Missing Item
Hello! My order number is 3791669054 While placing this order I put 2 of The Original MakeUp Eraser® In my cart. Yet when I received my order on Aug 26th I only received one of them. The rest of the items and samples arrived fine. I was going to return the extra makeup eraser to my local sephora anyway so is there a way to just get a refund on the missing makeup eraser?  I send in a request two days ago but haven't gotten a reply so I thought I would try the forum. The incident number on that request was 493383215   Thanks, Sarah
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Promo Flyer
I received a spear promo and it had lots of things I was interested and my husband threw it away. Is there someplace that I can look at it on line? thanks becky
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One of my samples is missing from the promo code.What do I do now? Is it possible to get them?
I used the promo code to get the free sample which one the Dr.Brandit exfoliater. 
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Account Deletion
Hello! I happen to have 3 accounts by complete accident, and I was wondering if I could delete the 2 accounts that I do not use. Thank you!
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Order Missing 1 Item
Hello!   i received an order today, but am missing one of the items listed on the packing slip. What's the best way to handle?   Thanks! 
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Epic Scam Epic Rewards
Hello, I am a professional make up artist and VIB ROUGE member.  I was excited when I found out about the quadruple points and epic rewards, so much so that I spent about $3000.00 online stocking up on items for my professional kit.  I knew the date of the epic rewards opening up to the customers (VIB members and Beauty insiders) and called in advance asking for the specific time that they would start offering the rewards.  I literally stayed up for 24 hours, thinking that they might open it up at midnight.  I called and got their voicemail saying what their business hours would be, and that is when they would be available to talk to an actual person.  I called the minute they opened on two separate phones, to insure that I spoke to someone ASAP.  I got through, I again asked what time they would be offering the rewards.  I was told that it would be somewhere between business hours and that an email would be sent out.  That's fin, ok.  I am obviously signed up to receive sephora emails and my phone alerts me every time I get an email, the same way it would if I receive a text.  I literally had my phone in my hand ALL DAY.  Around 6 p.m. I called the VIB rouge phone number to see what was going on.  I got the message that all epic rewards were gone.  I spoke to a woman and she CONFIRMED, that they "FORGOT to send me an email."  I told her that was fraudulent and that I had received emails from Sephora that day about new fall lipsticks etc.. that it didn't make sense.  She again confirmed that she did not know why the email just simply was not sent to me.  So I was not even given an opportunity to participate.  This is completely false advertising.  I am curious if this has happened to anyone else?  I also expect this to be made up to me, of course the supervisor never called me back, like I was told.  I also coincidentally did NOT  get the email about receiving a $50.00 credit as an apology.  I have given Sephora so much business over the years.  I have worked internationally as a professional make up artist, I have worked with numerous celebrities, photo shoots, tv shows, runway etc.  I have literally done several clients make up and given them a face chart with every item used, written down and told them to go to Sephora, where they purchased EVERYTHING!!!.  I even have a beauty blog where I write about my favorite products and let people know that they are available for sale at Sephora.  I feel completely unappreciated as an excellent customer, and am absolutely livid!  I would like to hear about other peoples experience with the epic rewards program?  And who are these people that actually received one of these alleged rewards, as all I have heard is people writing about their experience of calling in or ordering online immediately only to be told they were all gone.  How many so called rewards did they actually have?  One of each?  It sounds extremely suspicious to me.  Thoughts? I can give you my website if you like.
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Order cancelled
Hi, you have cancelled orders and said "we have cancelled your orders because we were unable to check your payment information" Can i know what is the problem and how to solve please?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sophie1979,   I'm sorry to hear that! I'll take a further look into this and sent you a private message with more information.   Always, Danee see post
Birthday Gift, never received
Hi, I went to Sephora recently and it was noted I got my birthday gift in my receipt, but I never actually got it in my bag at check out. Is there a way to fix this so I can pick it up?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaiine,   I'm sorry your Beauty Insider Birthday Gift was not put in your shopping bag! I recommend contacting the store you visited so one of our Cast Members ca... see post
Still no response to my Epic Rewards email
Hello,   I sent an email regarding the epic rewards on August 12 (15 days ago) and received back an automatic email saying I would receive a response within 10 days, which obviously has not happened. I sent a follow up email the other day, but I'm not sure what else I can do. I still want to love Sephora but this lack of customer service is making it very difficult. Others are saying they received $50 gift cards, which I think is awesome, but I'm not sure why I haven't even gotten a reply yet. Could someone please look into this? Thanks!   Best, Allison
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi allijoy,   I'm really sorry you have not yet received a response! We are still in the process of sending our responses out. You will receive an email no later tha... see post
I have some returns...
Since I live a ways from an actual sephora. I've pretty much been left to ordering online only. I have some returns from two different orders. Would I be able to pack the returns into a single box, glad bag them separately with their own slips tucked inside and mail off a single box instead of two?  Thank you in advance. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi 2Spooky4u,   Yes, you can definitely pack the items into a single box! Just be sure to fill out the return forms and include the order invoices from both orders i... see post
Shipping to Iran,Middle East
I realy like to buy direct from sephora,could you send my order to Iran country? Plz answer my question
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ORDER SENT TO WAREHOUSE AND NOT SHIPPED
I ordered theTARTE Park Ave Princess Contour Palette a couple days ago when it was on sale and the price went from $34 to $26, I went to check on it and it says that the products is now out of stock and that my order was sent to the warehouse....Am I still going to receive it because I ordered it before it was out of stock.. My order number is :36575783
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ORDER CANCELLED
Placed an order from the UK to be sent to my Auntie in America revived a confirmation email then another email to say my order has been canceled but my debit card has been charged im unsure what to do as I can't phone from the UK does any one have any ideas please?
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Do you ship to nz
Do you sip to nz?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Wifey351925,   To place orders successfully on our website, shipping addresses must be based in the United States, Canada, the United Kingdom, Japan, Norway, Neth... see post
Linking BI Card to Online Account
I need help linking my BI card to my online account.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello Isetta,   I'll send you a PM now so I can link your accounts together!   Always, Danee see post
Have not received response to epic rewards
I realize that the window for Sephora to respond to me hasn't passed, but I am upset as I have not received a response.   I emailed on Aug 11 within minutes of the original post from Sephora on BT. I have been Rouge since close to its inception and I have over 7000 points.    To send the gift cards to so many makes me feel as if that will be all that will be sent out and is off putting.    I thank you in advance for my gift card, but please continue to put thought into how information is conveyed, relayed, and distributed.    A very alienated customer.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BlushHoarder,   I'm sorry you have not yet received a response from epicrewards@sephora.com! As our responses are being sent in batches, you should receive a resp... see post
Damaged Eye Shadow
My eye shadow arrived damaged. I understand it can't be replaced (it was a sale KVD that is out of stock). Can I get a refund?  
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tirah,   Sorry about that! I'll send you a PM shortly to get a little more information to assist you further with this.   Take care, Stephanie see post
Lancome Energie de Vie #SephoraSweeps on Twitter
If you could never grow tired of radiant, dewy skin…then our latest sweeps was made for you! Lancôme’s latest É nergie de Vie collection was specially formulated to revive dull skin for a glowing, dew-soaked complexion, and we’re giving the entire line of products (worth over $300!) away one to lucky winner.   To enter for a chance to win, follow @Sephora on Twitter. Between August 25 at 12 pm P D T and August 26 at 12 pm P D T , tweet the following sentence and fill in the blank: “Hey @Sephora, _____ gives my life energy. #SephoraSweeps”.    See rules below>    
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Jln4787 / FRESH FACE / replied
@Sephora, Fall colors give my life energy. #SephoraSweeps see post
So Disrespected!!! I was in tears!!!
I recently had the worst customer service experience ever. I bought the Foreo Luna Mini on April 21. I gave it a shot but it caused my skin to break out. Therefore, I went into my nearest sephora location a week ago to exchange the item for something else. When I got to the sephora store, I spoke to the manager regarding my issue and she said she will find the receipt on my beauty insider card.  After searching for few mins, she said she can't do anything because there is no proof of purchase. I told her it should be on my account even tho I also told her the date. She said call client services because she isn't able to do anything. So I called client services and complained. Client services mentioned that it's up to the store to make a decision on a exchange it has nothing to do with client services. After a few days, i got an email from the store director saying how she was so apogetic regarding my horrible exprience and offered me a free makeover (which was totally useless because as a vib rouge, you get free makeovers anyways) and she said she has a solution for me and asked me to call her. Therefore, I went ahead and gave her a call. On the phone, she told me that she can't do anything about the luna because there is no proof of purchase. She asked me to bring a bank statement in but I paid for the item with store credit so I had no bank statement. She said she can't do anything unless I show a proof. Then I went onto my sephora online account under purchase history and found the item on my account which was bought the day I mentioned to her. I took a screenshot of the purchase history and emailed her.  Later on, I get an email from the loss prevention manager saying that he will look into it and I told him to call me back on my number. Then he emailed me saying how the number I provided him with was not in service and I was giving him a wrong number. I was so dissapointed. And then I also went into "my points and status" section on sephora.ca and even found the total value, date and location of the transaction. I took a screenshot of that and emailed the loss prevention manager. Then I called him back and asked him to see if he had got my email. He said he will check it later. I had to beg him to check his email so I could get this sorted out. So he finally checked his email and said he got in touch with the financial department and the financial department is saying that there is no such transaction in their system from that day.i was so mad because  I felt like I was being accused of lying. First my phone number and now all the proof I sent him.  I told him to check the cameras since that was my last thing to do. He said it will take 2 weeks to get that. I was just so mad so I just said well just forget it because this is getting no where I feel so directed and he said okay and hung up.  But in the back of my head, I just didn't Want to let this go because I knew I was right. So I called the sephora location where I had originally bought it from and there was a lovley lady who picked up the phone, I just asked her to find a receipt in my account. She wasn't able to find it at first but then she looked up the receipt by putting the item number of the luna mini in my account. At last, she said "oh I found it". I was in tears! Because I could finally show that loss prevention manager the proof even tho I sent him many screenshots. I asked the girl to send me a copy of the receipt but she wasn't able to. So I just asked her to speak to the loss prevention manager herself since she found it. So I called the loss prevention manager and added him in the call. Then the girl finally explained the receipt and sent him a copy. And all he said was okay you can come in to exchange.  I was so mad that I was crying. I mean after all the trouble you put me through and you didn't believe any of my screenshots all you say is come in to exchange.  A cashier was able to find the receipt within minutes and it took you that long and you indirectly accused me of lying! I was so disapointed that I didn't even get an apology from the store director and the loss prevention Manager. 
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SPECIAL GUEST simibxo / SPECIAL GUEST SPECIAL GUEST / replied
Thanks Nika  This is actually my second time complaining. Because last November, I purchased a nars conceler and it wasn't put in my bag. And when I called that store m... see post
Possible to return gift without receipt?
So recently I was gifted with the Laura Mercier artist palette from a very generous family friend. However I've already purchased the palette myself back in April. Since it'll take me forever to go through an eyeshadow palette, would I be able to return the new palette even without the receipt? or possibly get a store credit for it (since the return policy is more strict in Canada)?   Thanks
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BEAUTY MASTER studz / BEAUTY MASTER BEAUTY MASTER / replied
I was able to get a store credit for a gift return without a receipt and I'm in Canada. They will ask you if you know your friend's email that is associated with her BI ... see post
Any news about Epic Rewards?
I couldn't get my hands on any reward despite having 4k and a VIB Rouge Account. Furthermore, I sent an email explaining my concern about not being able to participate in the event, but I still have not gotten an actual response except for an auto-reply message. On the other hand, I read that Sephora would try to make it right by August 25th...how so? Haven't received any special email! Any news on that?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello simibxo,   I'm so sorry for your disappointment in our Epic Rewards release. If you emailed us at epicrewards@sephora.com, please expect to receive a response ... see post
Beauty Insider #
How do I link my insider card number to my account?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yukiari,   I'll send you a private message to help you out with this. Please check your messages when you get a chance! see post
There is no tracking number on my recent order
There is no tracking number on my recent order and it does not say that it was shipped, even after the order was put in two days ago. The order is expensive and I would like to make sure it was shipped and on its way. For right now it just says pending. Help needed, thankyou!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RimaDhanani,   I'll take a look into this for you and send you a PM soon!  see post
Missing points! :(
So I bought the Tarte slenderizer brush on Saturday to be used with the contour stick I purchased a couple months ago but my points for the brush haven't been added to my account and the item isn't even on my purchases list. What do I do to correct this?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CharlieK,   I can look into this for you! I'll send you a PM shortly to get more information.   Take care, Stephanie see post