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angelicaax
I have beauty points in stores, but online it says I have 0. How do I fix this?
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi angelicaax, I can help you! I'll send you a message to get your info. :) -Laura   see post
okipanda
Can I exchange foundation I ordered online at a Sephora store?
I ordered the Tarte 12hr foundation and the shade I got is not a match. I only tried a very small amount. Will I be able to exchange for right shade at a local store or do I have to return via mail?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi okipanda, You are welcome to exchange it at the store. Just bring your order invoice with you! :) -Laura see post
hysong
Linking VIB card?
Hello, I am a VIB member and I have the card. I want to use the free shipping card I got, and my VIB status is not shown on the website. Please help!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hysong, I will send you a message to help. :) -Laura   see post
floridab
Never got 100 points for survey
I completed the email survey on 11/21/14 and never got the 100 points promised.  Please help!!!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi floridab, I can help! I'll send you a message. :) -Laura   see post
njattana
Store Credit Question
I have store credit but I like to make purchases online due to the wider selection - could I use my store credit to purchase a gift card which could be used online?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana, We are not able to accept store credit for online orders. And store credit can't be used to purchase a gift card. I apologize for the inconvenience! :) ... see post
bookmarkercc
VIB ROUGE $25
I tried to use my $25 holiday rewards today as I had only received it 10 days ago.  The guy at checkout told me it was no longer good and I couldn't redeem it.  Nothing I have indicates an expiration date.  Help please.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bookmarkercc, Our Holiday Reward Card was valid from 12/3/14 until 12/15/14 for VIB and Rouge clients. I apologize that you weren't able to use it within the valid ... see post
pinkfallacy
Missing item
I ordered from Sephora and even talked to customer service twice to make sure that I received my order in time before I leave for my trip on the holidays. But when the order arrives it is missing an item. How can I secure that I receive this item before my trip on Monday?
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MMB2
Refund for item now on sale.
I bought a brush set in store, and six days later I see that it's 50% off, on sale, on the website. Can I be refunded the difference? To return the brush set from the store, and purchase the on sale set where I'd have to pay shipping/handling fees would be very inconveniencing.
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Jcho124
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
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maggietx
maggietx / NEWCOMER / replied
hi Randee, i have the same problem. I need help with adding the beauty insider points to my account thanks! see post
jacalopes
Call back from customer service supervisor?
Hi!   I had an issue with a recent order that I placed on December 9th. When I received the order on the 12th, I realized that it was incorrect and immediately contacted customer service via email. The online customer service representative couldn't resolve my issue satisfactorily, so I called the customer service hotline the next day. I was told that I could expect a call back from a supervisor within 48 hours.   Two days (about 52 hours) later, I had not heard from a supervisor. I called customer service again, and was told that my order had been refunded (?!) and again, told that I could expect a call from a supervisor.    It has been a week since my initial contact with customer service. I still haven't heard back from a supervisor, and although my order has been marked "returned and paid" in my online order history, I have not received a refund on my credit card. Has anyone had a similar experience?   This was only my second order from Sephora online and I'd really like for my problem to be addressed in a competent and efficient manner. As it stands, I may not ever become a regular Sephora.com customer. In fact, I may never make another purchase on the Sephora website again. Is there some way to get Sephora customer service to stop blowing me off?
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jacalopes
jacalopes / FRESH FACE / replied
Thanks for looking into it, Melissa. I eagerly await your response.  see post
cclaire
250 bonus points for "qualifying fragrance product"???
Hi! I just received this email, which perfumes qualify for the bonus points, and which ones don't? How will I be able to tell I'll receive the bonus points in the future? It doesn't appear to show up in your cart at checkout..   Thanks! -C
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Adarling
Adarling / NEWCOMER / replied
Is there a requirement on size?  I can't imagine you'd qualify if you bought a rollerball... is there a size stipulation in the offer? see post
Deemah
Unsuccessful Authorization
My order was canceled twice due to unsuccessful authorization what's the problem ?
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Jenya01
SPECIAL GUEST Jenya01 / SPECIAL GUEST SPECIAL GUEST / replied
Same thing happened to me despite the fact that I was making $25+ orders. "For your own security and protection, we have cancelled your order because we were unable to c... see post
irisedjasmine1
Is it True VIB Rouge only get Free Mini make overs?
I just reached Rouge and called to schedule my Free Make over and was told I could only get a Free Mini Make over which was free when I was BI and VIB. I clearly see on the website it says Free Full make overs and the other one that $125 is also free for Rouge so why am I being told only a Mini make over is free for rouge? I will be super *******  if I spent $1000 and I can only get Free Mini Make overs because I got those free when I was a VIB. I have read Sephora also cancels orders if you place alot of small orders using the free shipping offered to Rouge members which is **** if you ask me. Can someone clear this up for me? Are we only offered free Mini Make overs or do we get Free Full make overs also?
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erintls
BEAUTY MAVEN erintls / BEAUTY MAVEN BEAUTY MAVEN / replied
This has been my experience:   Sephora, please don't tell me that the best way to get ahold of you is to call you, because I have already called twice this week, wit... see post
trishna87
Hey! Refund/Return without original box - Stila Palette
Hey I bought a Stila 'In The Garden' palette and the colors did not flatter me, and I tried using it once or twice at the most. I went on vacation and came back and saw that my mom had accidentally thrown out the Stila box the palette was in. I still have the receipt for this product.   Would I be able to get a refund for this at a Sephora inside JCP? Or would it have to be a store credit/exchange?
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trishna87
BEAUTY WHIZ trishna87 / BEAUTY WHIZ BEAUTY WHIZ / replied
a little help here? see post
cbopp
I would like to link my online account to my store card? Can someone tell me how please
I would like to link my online account to my store card? Can someone tell me how please
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cbopp,   I can combine the two accounts for you :)  I'll send you a message shortly to help.   xo, Mia see post
daliadarling
Forgot my Beauty Insider Card
I forgot to give my beauty insider card at checkout when I went to Sephora today. Is there anyway I could still get the points?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi daliadarling,   No problem, I can help you with that!  I'll send you a message for all of your info :)   xo, Mia see post
barginbeauty11
not getting emails emails s
So ever since getting vib rouge I have stopped receiving emails... this is upsetting because I live for those codes and events... please help? S.O.S
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lloomis
lloomis / NEWCOMER / replied
Hi Diana,   Could you do the same for me? I am having the same problem. I haven't been receiving promotional emails from Sephora for a long time, even though I'm opted... see post
mynameisfatin
Sephora Accidentally Shipped "My Friend" Two of the Same Product
...and she only paid for one.  I know it sounds dumb, but it's the holiday season and she thought the right thing to do was to call Sephora and let them know (keeping in mind however that whoever processed the order may get in trouble, and that they probably will end up throwing out the returned product).  In the end she did it for a clear conscience.   The customer service agent asked my friend to return it in a different (smaller) box after taking down the order number and product name and said that she had to return it (in a nearly threatening way).  My friend is scared if she doesn't get around to return it she will be charged for it.  Will she be charged?  It was a makeup product, not an expensive hair tool or something.   Couldn't find an inquiry on what to do if Sephora ships you extra products that you didn't pay for (I wonder why!).  Hopefully it doesn't get to be a lose-lose situation.     Thanks!   Spoiler (Highlight to read) There is no spoiler here.  I thought this was a smiley face menu! There is no spoiler here.  I thought this was a smiley face menu!
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mynameisfatin
mynameisfatin / NEWCOMER / replied
Thank you for your reply, Randee! see post
Teedoh
Missing a lipstick? Not sure.
Hello, I recently purchased a few lipsticks from the Sephora website, before that, I only ordered perfumes and such. Today when I got home, I noticed that one of the lipsticks is missing from my order, so I'm not sure if it is missing or it will get deliver separately like when I usually order from Macy's. I'm not sure who to contact, so I'm posting ti here, hopefully I will hear something back soon!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Teedoh,   I am sorry that one of the lipsticks was missing from your recent order. I am going to send you a private message to assist you further with this. :) Pl... see post
Amanii
Rewards
My cousin ordered me a naked pallet for christmas but gave them my beauty insider rewards number but they didn't put it on the order so I didn't get any points?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Amanii!   I can make sure the Beauty Insider points are added to your account for the Urban Decay Naked Palette you received. I am going to send you a private mes... see post
sephoraadmin2
New BeautyTalk Feedback Thread
We are very excited to share with you the new look and feel of BeautyTalk!   This community is for you and we value your feedback, so let us know any questions or comments in the thread below.  Please be patient as we are still ironing out a few kinks, but we want to hear it all!    
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MsJenita
MsJenita / FRESH FACE / replied
Hello, how do I add a beauty photo to a product I've purchased and want to share how it looks on me?  Some of my profile pictures needs to be rotated.   -Jenita see post
XOJC
MISSING PACKAGE
Tracking says my package was delivered and I called Ontrac and they say it was delivered. However, no package was received?? I urgently need my package because it was supposed to be a christmas present. What can I do?? Could someone have stolen it?? 
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XOJC
XOJC / NEWCOMER / replied
  Hey RandeeBT, It's the end of the business day and I still have not received. What will happen?   XOJC see post
shayna
deleted reviews
Has anyone noticed reviews missing on products? I have clicked on various items and noticed that the overall stars are 3-4 stars, and when I go to read all the reviews, only 5 star ones remain.  I personally do not like this, nor do I understand it, as I use these reviews to determine whether I want to try a product or not.  Also I have seen many posts saying "this is my second review since my first was deleted" on some products.  How do you all feel about this?
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shayna
BEAUTY WHIZ shayna / BEAUTY WHIZ BEAUTY WHIZ / replied
Hi Kevin, thank you so much for responding! I haven't noticed any of my reviews missing, mainly it is the lower star reviews that are missing from other people, sometime... see post
ericali
Missing Package
  Does anyone have an experience for unreceived package before? How long does it take them to investigate and get the refund ? It has been 10 days since I've called and filed a claim. The man I spoke on the phone said I'll receive full refund from Sephora within 7-10 days but I haven't received refund and any notification or email. I just want to make sure how long does it take. I repurchased same products at my local Sephora so I'm just waiting for refund of my missed online package.....I spend over $50 for an unreceived package so I'm really frustrated.
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ericali
SCENE QUEEN ericali / SCENE QUEEN SCENE QUEEN / replied
  Thank you for your response. It has been nearly a month since I claimed my lost package but I still haven't received refund from Sephora.Honestly I don't underst... see post
HappyEnding
I want to ask about order information? MOD send me a private msg please?
NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HappyEnding,   I will send you a private message! Please check your messages when you get a chance - thanks! see post
Mimikinsie
Incomplete order
I ordered online on december 15th and got my package today. When I opened it I saw that they forgot to include the Nars digital world coffret I ordered. The item is on my receipt and I was charged for it but it was missing from the box. What should I do now?
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello Mimikinsie,   I am so sorry that the item was missing from your order! Please call us at 1-877-737-4672 for immediate assistance. I will also send you a privat... see post
BeautyIsPassion
i made a purchase...vib rouge card wasnt scanned by sales associate
i made a purchase in store today and handed the associate my card. She mentioned how many current points i have but i guess she didnt add my card to the transaction. I am usually able to see the purchase and points online within a few hours. Please help
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BeautyisPassion, I will send you a private message to help! :) see post
SfromPF13
How long does it take for a refund to be placed back on my card?
I just recently returned an item and was issued a refund by having it being placed back on the card that I used. However, after checking my statements online I see that it still has not been placed back on the card. How long does the refund process usually take?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SfromPF13! It usually takes 1-7 business days from when you receive the email for the refund to show on your account.  If it's been longer than that, please let me kn... see post
Narimaan
Payment Wont Go Through, Help!!
Hello, I am shopping from the UK with a UK debit card but I am shipping presents to the USA and it is not letting complete my order. What do I do?
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Narimaan
Narimaan / NEWCOMER / replied
Hello Zanna,    Thanks for your reply. That is what I have done, and it is still not working. What else can I do? I really wanted to order it for christmas time.   p... see post