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I believe I may have two accounts
After signing in to receive my free birthday gift, I realized my purchase in December isn't showing up (in store), and it was there that I signed up for the account to begin with. When I tried signing in, it asked me a lot of questions, so perhaps I may have made a second account by accident?   Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Gidras05,   I'll be happy to look into this for you! I'll send you a private message shortly :)   Always, Danee see post
Shipping Option Flash 2 days
just placed an order, but did not change the shipping to Flash 2 days instead of the standard it defaulted to. Please change shipping to Flash 2 days.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi saridyn,   Your order is shipping by UPS Ground because it contains a Hazmat item. The Hazmat item that is in the order is the Defense Refresh Setting Spray. All ... see post
Grrr Borderfree
I received someone else's shipment- we're not even in the same city. I called the Rouge CS line, but since I am in Canada, I was advised that they couldn't reship, and the only thing they could do was process a refund, and ask that I return the incorrect shipment by mail or in-store.   I was also advised that promo items could not be shipped separately without a merchandise order. (I've heard this before- although in that scenario, my order was missing a promo item.)   A "courtesy" 500-points was added to my beauty bank after I whinged sufficiently- this seems to be about par for the course, although not standard procedure (I can go on a whole other rant about this- the last time a promo item was missing, I got 100 points- and people seem to get that for missing samples)- but overall, I'm increasingly underwhelmed.   Shrinking point perks, foils counting as items in 500-point perks, no Rouge promo codes (and don't get me started on the non-existent just-because gifts)... I honestly wonder why I willingly fork over any of my disposable income to Sephora when I have SDM and the Bay, and now, Nordstrom. Disappointed, and definitely going to make a concerted effort to wean off Sephora/not requalify for Rouge through 2017.   Hope whoever got my shipment is enjoying the lippie and the promos (at least that way, it's not all bad). But seriously, make CS a priority. Things happens, I get it- but don't make me beg for points, and establish procedures to make CS more customer-friendly for the (more than) dozens of us in Canada. I'll definitely be more inclined to give more of my money to corporations that go the extra mile to make things right, or failing that, at least work on a resolution, instead of making me feel like I'm hassling them on a Friday night.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi poornima,   I am very sorry to hear that you received the incorrect order. I know how disappointing this was for you. I will definitely forward your feedback rega... see post
I think I have two accounts by mistake!
When I log into my account, the only recent purchases it shows are from a long time ago. I Think I might have registered for two accounts, since I have bought many things with the card. But I can't find a way to register my new card to check the points on it, or to see what email is attached to the account.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @rileyp5,   I'll be happy to look into this for you! I'm sending you a private message to get a little more information from you.   Always, Danee see post
I CANNOT SEEM TO BE ABLE TO LINK MY REWARDS CARD TO MY ONLINE ACCOUNT
I CANNOT SEEM TO BE ABLE TO LINK MY REWARDS CARD TO MY ONLINE ACCOUNT
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi andreabecerra,   I can assist you further with this! I am going to send you a private message to get a little more information from you.  see post
Not receiving emails
I have never received emails from Sephora outside of order confirmations (and I don't always receive one for those). KevinBT was trying to help with this a couple of weeks ago, but I'm still not receiving emails and haven't received a response from the last message I sent him. Is anyone else able to help?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi quspork,   I am sorry that you are still not receiving emails from us. I am going to send you a private message to assist you further with this.  see post
Not Receiving Email
I have been attempting for over a month to have my email changed and I have been receiving nothing but the run around. Now I am receiving nothing. I would like the email to go to the address that is in my account. The last time I asked for an email change it took seven years for the issue to be resolved. This entire situation is absolutely ridiculous and all I want is to have my email sent to the current address. I spend an insane amount of money with Sephora and I shouldn't have to keep begging for service.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Crazy4Sephora1,   I am sorry that 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 ca... see post
Delete my Sephora.com account
How do I delete my Sephora.com account?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gagash,   I'm going to send you a private message now so I can further assist you. Thank you!     see post
VIB card link to my VIB status online
  Hi there, I have my VIB card but when I registered online it says I have 0 points. Is it possible to link my online account to my VIB status?   Thanks, Camelia
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Camelia39,   Yes, it sounds like you have two separate accounts! I would be more than happy to help you link your online account to your Beauty Insider card. I'm ... see post
Do you have to return deluxe sample with your online order?
what happens if you return a product online without the deluxe sample? Will they process it through or deny it?  
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Miranda88,   You do not need to return any of the samples you received with your order when returning items from the order. You can go ahead and keep any samples ... see post
NYC Meatpacking District Store
During a vacation to NYC this week, I stopped in Sephora's Meatpacking district store on 5/27 at approximately 2PM. At the time there were no more than six other customers in the store. There were literally more employees than customers. The ONLY sales associate who spoke to me while I was picking out three products to purchase was a gentleman near the perfume. I took my products to a SA near the entrance who had was "ringing up" an item for another customer. As I stood there waiting, with my Rouge card and items in hand, not more than 2' from the SA, another customer approached the SA and stated she needed help with "skin care". I politely remarked that I was next though it would have been obvious to anyone with half a brain and without a sense of entitlement. The SA looked at the customer and said she would help her while finishing the sale. WHY not ask one of the other employees to help her? I have no idea. The SA, who never acknowledged my comment in any way, proceeded to start quizzing the new customer, completely ignoring me who had been standing less than 2' away from her for several minutes holding items for purchase. I decided I didn't want to spend the rest of my vacation in the store NOT getting waited on so I put the items down and left. Later the same day, approximately 8PM, I visited the Times Square Sephora and purchased only ONE of the items I had been considering earlier in the day (Invoice #57202). The SA, Liz, who assisted me could not have been more friendly, helpful and professional. After hearing my Meat Packing store story she apologized though of course it had nothing to do with her. She thanked me for being a Rouge and offered several skin care samples. I suggest you make Liz a manager and move her to the Meat Packing Sephora so she can train that shop's worthless employees what great customer service is.
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BEAUTY GURU tanyab84 / BEAUTY GURU BEAUTY GURU / replied
Thanks Randee. I hope I do receive a response from the retail division. see post
WHITE CARD!
i have sephora white gift card ...dont know how to use it !!! help me out!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tahmul,    The white merchandise Sephora gift cards can only be used in Sephora stores. They cannot be used on our website.    I apologize for the inconvenien... see post
I am having issues linking my rewards card to my online account.
andreabecerra / NEWCOMER / replied
Hi I am having the exact same problem. see post
Points of in-store purchases not added!
I can't find my in-store purchase records and points except the first one when I joined BI. But I'm pretty sure I use my BI card to make purchase every time in store. Can anyone help to get my points back?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AnnieGu,   I'll take a look at your account and send you a private message regarding what I find. Check your messages when you get a chance! see post
Reviews
How can I delete a review?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sun23,   I sent you a message yesterday and assisted you with this! Please view my message when you have a moment, thank you. see post
Email help
Can a mod please PM me when you have a moment?   I updated my email the other day, but this morning I still received an email to my old address. I just want to make sure my email is updated.   Thanks so much!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi melde,   I would be happy to help you out with this! I'm going to send you a private message now so I can look into this for you. Thanks!  see post
Wrong 500 points perk!
So I ordered the Bumble and Bumble 500 point perk, and instead got a Clinique point perk. Not even close, Sephora. However, it's labeled on the order form as Bumble and Bumble, so I don't think a store will accept it as a return, but I don't want to be out 500 points.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nikki,   I apologize for the error! I'll send you a message regarding the perk included in this order. see post
Being negative on points if redeemed...
Hello,   I have a question. Lets say i have 100 points and then i redeem them but then i find myself not loving my product, without using it, when i return it i will be negative points because i redeemed them correct? Example: my product was $39, I will become -39 correct?
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Miranda88 / NEWCOMER / replied
I thought so =) Thank you for confirming it. see post
Merging accounts?
s there a way to merge BI accounts? I found 2 cards in my old wallet that don't match my acct number online and am curious if there are points and if I can combine. Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sonjas88,   I would be happy to help you combine your two accounts for you! I'm going to send you a private message now so I can get a little more information fro... see post
I need my beauty insider card connected to my online account please!
I was given a beauty insider card with my last purchase at sephora in the store, she took my name and birthday but did not take an email. I need to link my card to my account please!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tortor64,   I would be happy to link up your two accounts for you! I'm going to send you a private message now so I can get a little more information from you! Th... see post
missing samples
Hello, I recently placed two orders and got the packages today. However, I am missing three samples that I requested along with the order, but there were on the invoice. Would I still be able to get them?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nicoleyq,   I'm so sorry about that! I'm going to go ahead and send you a private message now so I can help you out with this! Please keep an eye out on your inbo... see post
I forgot to show my BI card, I still have the receipt, am i able to redeem my points?
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EllaN,   I'm sending you a message now to help out with this! see post
How to recover gift card with a balance
I used a gift card on a recent order and had a balance remaining on it. Unfortunately my gift was thrown out accidentally, is there any way the card info could be retrieved using my order info? Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LCResz,   So sorry that this post fell between the cracks! I received your message regarding this and have requested more info :) see post
Points were not added to sephora VIB rouge account-help
Hello! I made a purchase today. The Sephora assistant at the registrar forgot to add the points to my VIB rouge insider card. Please let me know how to add those points to my account. I still have the receipt with me.
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SPECIAL GUEST karolyna / SPECIAL GUEST SPECIAL GUEST / replied
Great! Thank you! see post
Missing Samples!
I just got my package today but none of the samples were with it
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @kshankar,   I'm so sorry the samples were not included in your package! I'll be happy to look into this and I'll send you a private message shortly!   Always... see post
Missing points
I bought the BITE Beauty Watercolor Lip Gloss Library but the points were not added to my account. Can anyone help with this? Thanks in advance!!!  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Nauzi,   I'll be happy to assist you with this! I'm sending you a private message now.   Always, Danee see post
Item purchased months ago and used for first time not working properly
Hi,   I purchased a Living Proof set around the Christmas season last year and never got around to using the Instant Texture Mist until now (sooo many hair products to try out first!).   The "mist" basically comes out as a stream. I have tried running the nozzle under hot water to see if that might work but it did not. I actually really like the product (still workable if I try distributing it evenly with my fingers), but I think I would enjoy it much more if it the product was working as intended.   I was curious if there were any options for me? Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi akromahime,   You are welcome to call the store to learn whether or not they can facilitate an exchange or return, but returns are ultimately up to the discretion... see post
about Status: Unsuccessful Authorization
Hello, I have a question. Last Friday, I ordered an item in the morning and another one a couple of hours later. It's been 4 days, but they haven't been shipped yet. I checked my account and found "Status" for both orders say "Unsuccessful Authorization." What does it mean? Thank you.
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romi31236 / FRESH FACE / replied
Hello Nika,   Thank you for your reply. Would you tell me why my orders have been cancelled? Will they go through if I reorder them? I would like to know the reason... see post
Points Mishap for in-store purchase
I made a purchase this past weekend and just looked at my account and the points and purchase were not added despite stating on the receipt it was a beauty insider sale, how do I get these points?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KaylaAlexis,   I can make sure the points are added to your account. I am going to send you a private message to get a little more information from you.  see post
10% OFF VIB REQUALIFICATION OFFER
I receive the 10% off VIB coupon on April 25.  I ordered something online today on May 25 and I cannot use the coupon.  Am I too late for using the coupon?  Can someone help please?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi soosoo1027,   I can look into this for you. I am going to send you a private message to get a little more information from you so I can assist you further.  see post