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Package arrived damanged - help request.
I ordered the Peter Thomas Roth Max Complexion Correction Pads but, it arrived opened and/or broken. It leaked all over my package. The package must've been crushed in shipment. Do I send back the whole leaky package? The packing slip got wet also so it is smudged.   (1-877 line is closed at the moment and I didn't want to forget...)
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SPECIAL GUEST melatan / SPECIAL GUEST SPECIAL GUEST / replied
Update. It was actually USED. It was already opened. That's why it leaked. I have never gotten a used product before. (Not knowingly, anyway.)  see post
Unsuccessful Authorization
Hi guys, I have  Unsuccessful Authorization of my order 3450213994 . the amount was taken from the card, but there's no refunds anyway.i sent several messages to you guys but there's no reply yet. could you please help? looking forward to PM therefore, if this problem so widespread why can't you just create FAQ list?
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I have two accounts that I would like to merge. How can I do that?
SCENE QUEEN Malloyd / SCENE QUEEN SCENE QUEEN / replied
Thank you! see post
returning used products?
i've heard people say in reviews that they've tried something & didn't like so they will be returning it. so.. you can return a product once you've used it? does sephora just toss it then?
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SPECIAL GUEST glitterstruck21 / SPECIAL GUEST SPECIAL GUEST / replied
I bought a Marc Jacobs foundation online back in December. It just isn't working for me though I did use some of it. Is there a way I can return it for a refund or store... see post
Points On Beauty Insider Card
I purchased a few things at Sephora and signed up for the card instore, how do I transfer the points from that card onto my account on the Sephora website?
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Beauty Insider points added to account
I was at Sephora today and purchased a few things, but forgot my Beauty Insider card. How can I get those purchases added to my account?
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Customer Support Frustration
I called in to the 1-877 number to change my shipping information on a recent order and after giving my updated information was put on hold for 10 minutes before I was disconnected. This is extremely frustrating as whenever I have had an issue in the past, I have never been able to have them resolved by simply emailing customer support and when I am told to call customer support, the service is terrible. I am not sure if my order information was even updated. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi belli12,   I'm sorry to hear about what happened when you called. I'll forward your input along to the appropriate department within Sephora. I will also take a l... see post
Beauty Insider Points
I purchased a few products from the store and forgot to mention that I have a  beauty insider account. Is there a way that I can add that purchase to my account?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jbea892,   I'll be glad to add the points to your account, I'll send you a message to help! see post
vib rouge requalified
Hi! I was wondering if anyone can help me. I just re-qualified for vib rouge and I didn't get the marc jacobs rouge lippie but i did get the nars birthday gift for rouge. And I tried adding an item to see if the lippie would appear but it didn't. Is this to say that the nars is going to be considered my rouge re-qualification? Not that I don't love nars, I do.. but It's way different to get a birthday gift that I'm eventually going to get on my birthday (July) than getting a rouge requalification lippie from marc jacobs. :\  So again, just wondering if that's the case! 
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HALL OF FAMER Blackwhiskey / HALL OF FAMER HALL OF FAMER / replied
Randee, I just went through the place order / checkout and it finally appeared! So I'll be ordering an online exclusive instead of going to the store, lol I was a bit em... see post
Purchase not showing up in pointsl
I made a purchase of two items today at my local Sephora and they are not showing up under my purchases or in my points.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ttoes6189,   I am sorry that your recent purchase is not listed in your purchase history. I am going to send you a private message to get a little more informatio... see post
Flash Shipping - Order Isn't Shipping?
I signed up for Flash shipping because it was free for VIBR. However, an order I placed on the 8th hasn't even gotten shipping info yet. Usually if I make an order on Sunday, it will be processed on Monday... but so far it's been two days and I haven't seen any updates about my order.   What's going on? I thought Flash would be faster, not slower, than the old 3-day shipping I'd usually get.
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HALL OF FAMER Kiki1517 / HALL OF FAMER HALL OF FAMER / replied
Ugh the Flash Shipping is such a dud. I opted for the Flash 1 day shipping and on UPS it's saying the package won't be delivered for 5 more days! see post
Eyebrows on Fleek #SephoraSnapsSweeps on Snapchat
Think your brows are on fleek? We want to see your skills! On 2/25-2/27 (by 8:59am PT), enter for a chance to win a $500 Sephora gift card in our first ever Snapchat sweepstakes!   To enter for a chance to win: 1) Download Snapchat here: http://seph.me/1rask2t and make sure you add us at SephoraSnaps. 2) Follow the instructions on our snaps between 2/25 at 9:00am PST-2/27 at 8:59am PST. Look for our snaps on 2/25 and 26 for instructions on how to create your snap entry. 3) Follow @Sephora on Instagram, and share a screenshot of your snap creation to Instagram using the hashtag #SephoraSnapsSweeps by 2/27 at 8:59 am.   Watch for our Snapchat story on 2/25-2/27 for updates and how to enter!   NO PURCHASE OR PAYMENT OF ANY KIND IS NECESSARY TO ENTER OR WIN THIS SWEEPSTAKES OR TO RECEIVE A PRIZE.  Odds of winning depend on number of entries received. Void where prohibited. Open to U.S. residents (including Puerto Rico).  Must be 13 or older to enter, and eligible minors must obtain their parent’s or legal guardian’s consent to enter. One $500 Sephora gift card awarded by random drawing. Sponsored by Sephora USA, Inc.   See official rules below>    
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Yoangielala,   Only one entry per person is permitted. Use of multiple email addresses accounts to enter more than once is prohibited. You can read more about the t... see post
i am angry if what i think is correct
  hi . on the 26  of this month i bought make up and i thought that every thing was going smoothly so i am waiting for  my thing to arive but when i went to my order it didnt show the date of arivel or track no. so i dont know but i think my order is hold or something but I RECEVED A MASSAGE FROM MY BANK SAYING THEY CUT CERTIN AMOUNT OF MONeY FROM MY VISA CARD AND THAT I BOUGHT FROM SEPHORA ONLINE but no when i cheaked my order  only this show Status: Unsuccessful Authorization Shipping Method: Standard 3 Day Order Date: February 26, 2015 and my adress on the left so what is happening   please i want answer ):      
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mariamfouad89,   You can view the message by clicking on your avatar and then the envelope! see post
returning sponges/brushes that have been used
is it possible to return sponges that i have just bought and used or tried out with my foundation? i tried it using it with foundation and the sponge absorbs too much make up so i want to return it but theres like foundation on the sponge so i'm curious if its possible to get a refund for that item only.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bigmeech,   It is possible for you return makeup sponges and makeup brushes that have been previously used to our store. Make sure to bring the receipt with you i... see post
STATUS: Unsuccessful Authorization
Hi,   Why am I getting an 'Unsuccessful Authorization' status? Is there a problem with my order?
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BEAUTY MAVEN mariamfouad89 / BEAUTY MAVEN BEAUTY MAVEN / replied
please i have the same problem i need help i made an order on the 26 of feb. and yestarday i found out by mistake that they didnt ship my order even though they charged ... see post
Algenist promo shipping out with incorrect items
I was very excited to place an order with the RougeSkin promo since I was excited to try the Concentrated Reconstructing serum and also because it has been awhile since there has been a promo exclusively for Rouge.  So I was very disappointed when the promo shipped with Algenist items, but not the ones shown in the email or on the site.  Normally I'd be inclined to let it go but lately in the past couple months I have had more issues than normal - missing samples, broken nail polish, etc.  I love Sephora and generally have a good experience in store but the online experience is starting to bum me out.
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BEAUTY WHIZ kelloua / BEAUTY WHIZ BEAUTY WHIZ / replied
Thanks for the quick response.  Cleanser and anti-aging creams were correct but the serum is wrong - I got the retinol firming & lifting serum.  Kind of confusing becaus... see post
I would like to link my VIB card with my online account
- my points aren't showing up and neither are my past purchases.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marissa, I can link your accounts for you! I'll send you a message for more info. :) -Laura   see post
unsuccessful authorization
I received an order confirmation email 5 days ago but my order was not sent. So I checked my account and it says 'unsuccessful authorization' in my order status. i am so frustrated because I waited forever for vib sale and then I pay for my stuff but don't get anything. Not even the notification for this complication!!!!!   Please help.
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BEAUTY MAVEN mariamfouad89 / BEAUTY MAVEN BEAUTY MAVEN / replied
i have the same issue and i am angry becuase they cut form my visa card see post
received 10% off code
hello, i just received a 10% off code from sephora, is that a one time code or i could use it several times within 30 days( it says valid for 30 days)?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emma, The 10% code is for one time use only. Enjoy! :) -Laura see post
Does not show points
hello, recently I purchased a YSL LUCK ROSE SET with my beauty card number (since forget bringing the card) in store. But the points are still not shown on my account yet. I can provide your further information about it, thanks.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bearanni,   In reviewing your account history, I was able to verify that you received 75 Beauty Insider points for the YSL Luck Rose Set you purchased. The item m... see post
HELP
i receive my order today, order 4 items , and have received 3? from uk i dont want to call to us? and cant find how i can sort this out?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dianabi,   I am sorry that one of the items was missing from your recent order. I am going to send you a private message to assist you further with this. see post
Didn't receive my points
I bought something at the Sephora inside JC Penny & the lady asked me for my email for my beauty insider but the points haven't shown up? What can I do about it?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NicooleL,   I am sorry that you did not receive the Beauty Insider points for your recent order. I can definitely make sure they are added to your account. I am g... see post
Help! Missing 2 items from order.
I just received my order today. I am missing one item that I purchased and one item that I redeemed with 100 points. The purchased item is now out of stock but I was still charged. Also, my 100 points were taken out too. I've never had any problems with any orders until now. Please help!
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dianabi / NEWCOMER / replied
i just received my and its missing 1 item to? i try to find out with ho to talk?  see post
Merging Beauty Insider card with online account
I signed up for Beauty Insider in store a long time ago, but just now made an account online. Is there a way to link the two?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jadorebeth, Yes, I can link your accounts for you! I'll send you a message to get your info. :) -laura   see post
Didn't receive beauty insider points
I bought three products today and realized the cashier didn't use my beauty insider card and so I didn't get any points for it.   I still have my receipt so is there any way I can still get the points?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FarhaH, I can add the points for you! I'll send you a message to get your info. :) -Laura   see post
Item damaged during shipping and the reorder is cancelled order without any reason
I am a Rouge which means I already spend thousands of dollars with Sephora. Recently I am trying to purchase a 5 oz PRT cucumber mask and the item I received was damaged. So I returned the item via mail and try to reorder. Here come to the question: Sephora cancelled my order twice.  Fist time I thought maybe they just made an error and I simply reorder the mask and it got cancelled again. The email said they can not confirm my payment information so for my own security they cancelled my order. I triple checked my information and make sure all the information is correct. Then I call the Sephora CS and get the answer: the reason you can not place any order online is because you violated multiple counts of Sephora insider Terms of use. When I ask what are those terms are, they could not tell any one of them. They just give the address of the Beauty insider page and tell me read the Terms myself and go the local store to make a purchase there.  Now I want to ask Sephora: is this the way you tread your royal customers? Cancel their order without a reason? If so, I wonder who wants to shop with you anymore. 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Qiaoai,   I am going to look into this for you. I will send you a private message as soon as I have more information. see post
Shower Oil Leaked Out and Samples Missing
Hi, I just received my package and one of the items I purchased, L'Occitane's Almond Oil shower oil completely leaked out. I don't know what happened, this is not the first time I've ordered this product and every time it arrived in perfect condition. Now, my 250ml bottle has maybe 10 ml left in it, the entire box is covered in shower oil. As if that's not enough, the samples I was supposed to get, along with Caudali's deluxe samples did not arrive. I'm a loyal customer and this is the first time I'm having problems with the items I've received, so I'd appreciate if you could help me.  If needed, I can provide the photos of the box.  
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi OskoleMoj,   I am so sorry to hear that your oil leaked out of the container and that your order was missing its samples! I'm going to send you a private message ... see post
Very strange review on the PTR Irish Moor Mud Mask
I don't know where to even start but basically sunnyerin has an issue with this charcoal mud mask because the color of it makes her feel... racist? Is there a way to remove that review? It's ridiculous. http://www.sephora.com/irish-moor-mud-purifying-bl ack-mask-P392608?keyword=PETER%20THOMAS%20ROTH%20I ...
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi starrymom,   Thank you for bringing this to our attention. We will review this and handle accordingly.    Thanks! see post
Unsuccessful Authourisation
Hi, I have ordered just now and you guys have sent me a confirmation email. However, it was showed on the order status as Unsuccessful authorization.. Did you charge me on the credit card? Will you still ship my products? Why is it an Unsuccessful authorization? this is my first time on sephora... just tell me whats going on please.. Thank you.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hannah827,   I'll send you a message now to look into this and to discuss this further. see post
Sephora points and card
I purchased a pretty big item today, and my points never showed up... The girl at the counter said I had about 400 points, but they were not on the receipt. I decided to save my points instead of redeeming in store. I also have Not received a card, or any emails to keep me up to date.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dragonflywings,   I am sorry that your Beauty Insider points were not added to your account for your recent purchase. I am going to send you a private message to ... see post