Customer Support
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Orders Keep Getting Cancelled
Hi, I've had numerous orders cancelled recently and gotten no definitive response as to why.   Most recently, yesterday I received an email that an order was canceled due to a stock issue, but when I went and re-ordered the items that were still in stock, my order was canceled due to being unverifiable.     I have re-ordered that item  again  and it is still sitting in 'in progress' status from yesterday.   Please advise what the issue is here.     @JaneanBT   @KatieBT  
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I opened two VIB accounts by accident and earned points on both of them, is it possible to transfer points to 1 account?
I was curious if it would be possible to transfer my points from one of my accounts to the other one, so I just have one account with points on it? I have one that I've been getting points from in-store purchases (using my VIB card), and another one that I was getting points on through online purchases without realizing my VIB card was sending the points to a different account.
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Why is my FLASH shipping not automatically applied to my 2nd order?
Why is Flash shipping not automatically applied to my 2nd order. Please fix this. This is very upsetting, I paid for this service so why can I not avail of it/why is it not applied for my 2nd order? 
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Forgot to use VIB card for purchase
I recently forgot to use my VIB for a expensive purchase. I called customer service, but they said I can only get the points added. I spent over 300 dollars and thought it should count towards my status. How is this fair? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kmatts16,   I will take a look at your account and send you a PM with more info shortly. see post
MY ORDER STATUS IS UNSUCCESSFUL AUTHORIZATION FOR THE 2ND TIME
Hello,   I order status say  unsuccessful authorization. Could you help me, please?
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aifa / NEWCOMER / replied
I didn't get any private message yet. see post
I have 2 beauty insider accounts. One in-store and online. How do I combine them?
I have a sephora account online with points but I also have an actual card that gets scanned in the store, They are two different accounts though. I'm wondering how or if I can combine the two accounts
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jolieennoir,   I will send you a private message so that I can help you with this. Please check your messages when you have the chance. Thank you!    Best Wi... see post
Unsuccessfule Authorization on Shipment
I ordered last May 22, Sunday and I have not received any shipment updates yet. While I was tracking it with my account it showed unsuccessful authorization. What should I have to do?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Ehmish,   I am very sorry for the confusion. I will send you a private message shortly with more information. Please check your messages when you have the chanc... see post
Hello! None of my beauty insider points are showing up.
Spoiler (Highlight to read) Ever since I have signed up for the sephora rewards card, it has not shown up online. It says that I have no points and that I am still at the beauty insider level but I have a VIB card. This makes it very difficult because I would like to buy online but I dont get to add onto the points.  Ever since I have signed up for the sephora rewards card, it has not shown up online. It says that I have no points and that I am still at the beauty insider level but I have a VIB card. This makes it very difficult because I would like to buy online but I dont get to add onto the points. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marissa1416,   I am very sorry about that! I will send you a private message so that I can help you with this. Please check your messages when you have the chance... see post
my daughter used my rewards card, how can i edit my shoping list so that it doesn't effect my personal recommendations
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi alicia71,   Just FYI I moved your post from Ask the Experts to Customer Support.    The recommendations listed in your account will be based off of your profi... see post
sample of a product in stores & the name wore off
I sampled a foundation in the Lansing Michigan store and loved it however the name had worn off the bag immediately and i never had a chance to write it down. Does the store keep a list of the products that you are given to sample?  
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kflara,   Sorry to hear about this! I'd suggest reaching out to the store to see if they have a record of this or if they can help you identify the foundation. Yo... see post
no packaging return
I have a tartlette palette that I purchased in store that I would like to return , I threw away the box and dont have the receipt but the purchase does show in my beauty insider purchases. Is there anyway to still return to a sephora store ? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dmarie95,   I'd recommend reaching out to the store for more details on the return or exchange process, but generally in my experience not having any outside pack... see post
Liner broken in Kat Von D Innerstellar set!
So I bought the Kat Von D Innerstellar set. It comes with an eyeliner, liquid lipstick, studded lipstick and the Innerstellar pallet. Anyway when I went to open the eyeliner there was no tip! There was nothing there at all. Then I looked at the bottom and realized you had to wind the bottom (I guess) So I started to twist the bottom, but nothing was coming out then the cap just shot off and made a mess, and still no tip/brush to be found. I guess I got a broken/defective one. How do I get it replaced when it came in a set? Or am I just out of luck?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ThatGurl16,    I am very sorry about that! I will send you a private message, so that I can help you with this. Please check your messages when you get the chance... see post
Why are there so many issues with missing items!?
Wow. I'm shocked to see so many people with the same issue I've had both with customer service and shipping items. Someone else here mentioned that when we email regarding issues with our orders we are just met with the same response to "Call in". But when I do I'm put non hold FOREVER and then I'll get disconnected. I have things to do other than stay on hold with a company who doesn't seem to care. After countless calls and emails back and forth I have to resort to posting on a public forum to get any kind of response. I was appalled when I opened up my order and found ONLY samples! No order form and none of my products. And to top things off the samples weren't even the ones I choose even though they still showed they had them in stock. My order was nearly $200. Where is my stuff!? Please give me some kind of answer that isn't about "calling in".
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ali12, I am so sorry to hear that your order was missing the items. :( I am looking into this for you and will send  you a message for more info.  see post
Item not received
Hi, the same thing happened to me. I just placed my first order online. I received the package today with an item missing from it. I have attempted to call Sephora multiple times and was placed on hold! No one seems to want to respond to me to resolve this issue! I also sent emails to Sephora; they keep telling me to call in. I don't have the time to call in so many times! My order number is: 4301207594.   The item missing is the Versace eros perfume.   
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaymj29710, I'm so sorry to hear that was missing from your order. I am looking into this for you and will send you a message with more info. Thanks for your patience... see post
help combining beauty insider card with online account?
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Guchokipanya, I will send you a message to help :) see post
How do I change my birthday date?
Hi, I need to change my birthday date to May 25th (my real birthday) because I have put randomly before. Please let me know how to change. Thank you so much for your help!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi VIB25, I updated that for you. Happy birthday! see post
VIB point question
i just bought some stuff from sephora and the cashier took my VIB account info and putted into the system, but we left the counter for a short while so she could show me some stuff and then i paid. I think she forgot to putted my VIB info in as im looking at my account and the stuff i purchsase a few hour ago isnt being shown. I was wanting to know if theirs any way i can get those points in or no theirs no way?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ReemB, I'll be happy to look into this for you. I will send you a message with more info. see post
Missing items in my order
Hi, I just received my order  and upon opening it I immediately noticed that I didn't receive my order receipt in the box and that also missing inside was my tom ford palette and my Sephora concealer. Since I didn't receive the paper I would like to know if those two were going to come in a seperatly shipment or what was going on with my order. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Panddiiii,   So sorry to hear about this! I'll send you a PM to help you out with the order issue. see post
I entered my password wrong and now my account has been locked?!?
I entered my password onto my new laptop and now it is saying that my rouge account is locked! please help!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kellbell95,   I'm sorry to hear that! I'll send you a private message so I can help.   Always, Danee see post
UNSUCCESSFUL AUTHORIZATION
I tried to order four times and my order was under unsuccessful authorization. However, now, nearly $2,000 are frozen on my card. They took my money and I want to know when I will get it back.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AliyaChoudhery,   I've received your private message regarding this and will be responding shortly!    Always, Danee see post
HOW TO SYNC INSIDER CARD WITH ONLINE ACCOUNT?
I can't figure it out someone help please???
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zedlav,   I can link the two together for you! I'll send you a PM now! see post
Extremely pleased with how a bad customer service experience turned into a great one :)
I recently posted that I had not gotten my 15% because I had not received an email with the code at my local store...even when I flashed my rouge card.... To make a story short, the regional manager called me and made it right. He told  me he would give me the things I was planning to buy with the 15% off for free along with some freebies. To tell you the truth ladies, I was a bit skeptical but he delivered!!!! I was greeted by the manager at my local store who apologized for my bad experience. She handed over a bag full of goodies including the two full size items I had planned to get. Also, thank you to the girl who emailed me in customer service on the board. You were instrumental in making  me happy as a customer  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Onceuponatime45, thank you for taking the time to share the outcome with us and I'm glad to hear this has been sorted out! :) I hope you enjoy all those goodies! see post
How can I sync my beauty insider card and my online accou
I can't figure it out for the life of me! Anyone know how to do this? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zedlav,   It looks like Nika responded to you here:    http://community.sephora.com/t5/Customer-Support/HOW-TO-SYNC-INSIDER-CARD-WITH-ONLINE-ACCOUNT/m-p/24807... see post
unsuccessful authorization
My card has been charged but my order is under unsuccessful authorization, so i guess that my orden has been canceled but they didnt give me the money back ... what can I do
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pamelaBM129729,   I am very sorry for the inconvenience. I will send you a private message in regards to this. Please check your messages when you get the chance.... see post
WRONG ADRESS to ..JAPAN!
Hello, I made a big mistake , i wrote a wrong zipcode in my order and this is supposed to go to japan, can anyone contact me to find a solution?  my order is still in progress
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi formiku,    I will send you a private message in regards to this. Please check your messages when you have the chance. Thank you!    Best Wishes,   Janean... see post
In Store Purchase Missing
I made a large purchase yesterday, only a few of the items I purchased showed up on my account. I have my reciept as well. My points didnt load until I left the store and got home. How do I add the items that I purchased to the account that arent on there, I should be at least a VIB if not a VIB ROUGE
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KittyKatt22,   I will send you a private message, so that I can help you with this. Please check your messages, at your earliest convenience. Thank you!    Be... see post
my order status says unsuccessful authorization
Hello,   I have ordered twice and I have been charged twice but both my order statuses was unsuccessful authorization? How can I deal with this?    Thank you
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LanChitheOcean,   I will send you a private message with more information. Please check your messages when you have the chance. Thank you!    Best Wishes,  ... see post
Could someone also help me sync my card to my online account? Thanks!
Could someone help me sync my card to my online account? Thanks!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Svandis,   I will send you a private message to help you with this. Please check your messages when you have the chance. Thank you!   Best Wishes,   Janea... see post
Gift card
Does purchasing a gift card count toward annual spend AMD points?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kdr8490,   Thank you for you inquiry! This does not count towards points in your Beauty Bank or your Year to Date Spend, unless you are the one that spends the Gi... see post
Clear wet looking droplets on my lipstick
I received a lipstick yesterday that i ordered and there is some kind of clear wet droplets on it. Is this safe to use? I am nervous to try it.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hope2515,   I'm sorry to hear about the lipstick you recently received! I'm going to send you a PM so I can assist you with this.   Always, Danee see post