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Sick of getting wrong samples!!!!!
I usually order from sephora.com when I really like a sample. From last month to this may, I placed more than 20 orders, and half of them came with wrong samples that I didn't choose! I know sometimes samples are out of stock and they replace one of 3 samples to another. I was ok with that when it happened sometimes. But half of more than 20 orders are not "sometimes"!!! I am mad now since I got two wrong samples again today! I really wanted to receive Dr.Brandt Skincare Oxygen mask and placed two orders for it, but I never got it! I called Sephora today to complain, because me getting wrong samples is not second or third time, it happens almost in every 3 orders. But the assistant said that she cannot do anything for me and that was it!! I'm so disappointed to Sephora costumer service.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yesuli,   I appreciate you taking the time to voice your concerns and I'm so sorry to hear you have received incorrect samples in your recent orders! Regretfully,... see post
2016 Sun Safety Kit - Release Date?
Any update on a release date for this kit?  Last year's kit came out around May 21.  
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi chiquitita230,   We do not currently have more information regarding the release date for the 2016 Sun Safety Kit at this time but please continue to stay tuned f... see post
Order Status
Hi, I ordered for the first time and my order status is in progress and hasn't updated I'm really worried my order didn't go through is something wrong? Thanks in advance xo
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jusslove,   I'm going to send you a private message now so I can assist you with your order status. Thanks! see post
Sephora's Beauty Box
I haven't received my April's box.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bgray1234, I'll be happy to look into this and send you a message with more info :) see post
Beauty Insider Points
Hi, I don't know how to add my current store beauty insider to my online account which I rarely use? Please let me know, I have 306 points and it's not even showing that I'm a beauty insider online.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Samaraaaaaaa, I will send you a message to help :) see post
VIB and online account
Hi, I need help linking my VIB card with my online profile
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Asia8, I will send you a message to help. see post
Missing points from In-Store purchase
Hi! I'm missing points from an in-store purchase last Friday. The salesperson looked up my Beauty Insider account and even added my phone number to it but the points earned don't show in in my online account and neither does the purchase in general. I emailed support but haven't heard back. Is this normal? I generally purchase online. Help? Thanks! Cassie
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi casstastic,   I'm so sorry the points were not added to your account at the time of purchase! I'm going to send you a PM now so I can look into this for you. Than... see post
Unsuccessful Authorization - 13 days and still no refund
Hi. After I made the purchase I realized that my payment authorization is unsuccessful. I've pm'ed some admins and was informed about this issue and that I will get the money back. Today (May 5th) I haven't gotten the money back into my account. How long do I have to wait? 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cestja,   It looks like NikaBT was able to assist you with this, but if there's anything else you need, please feel free to send me a PM. Thanks!  see post
unsuccessful authorization
Hi, my order says unsuccessful authorization, I would like to know what is going on? And if it has been cancelled I want my money back as it has already been taken. I ordered few products 2days ago, and when I checked my bank account today, the amount of payment was paid properly, however, my status is "Unsuccessful Authorization".
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
ExcuseMuahh,   It looks like KeelyBT was able to assist you with this but if you need any further assistance, please feel free to send me a PM :) see post
Sephor, I'm a customer and i need your service!
Made a purchase order online through a friend last May 1. I got excited when I received a notification that my order was being processed only to find out that my order was cancelled shortly after. Checked the credit card company and they said I had already charged by Sephora. I sent them several emails and sent them messages thru their "contact us" page. NOT A SINGLE REPLY. This is very distresing especially since I need my order to come through before May 9. I need some kind of assurance that this issue is being addressed somehow especially since my bank is now requesting a certificate of "declined or cancelled" order from Sephora. Despite what happened to my first order, I decided to do another purchase using PayPal just to be sure that my order new order wouldn't get botched. I even paid for FLASH shipping just so I can get the items on time. I still haven't received any confirmation that my items have been shipped. I'm really stressed especially with what happened of my first order and it's already May 4! I really need the items to arrive before May 9 especially since my friend who's suppose to receive the package will be leaving the country May 9!!! SEPHORA please do something about this!
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BEAUTY BUFF ExcuseMuahh / BEAUTY BUFF BEAUTY BUFF / replied
I have responded to your PM see post
I don't see my points when I log into the website. I sure the email is correct, as that is where I get all my emails from Sephora.
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi brunetteblogs82,   I apologize for any confusion surrounding the points in your account! I'm going to send you a private message now so I can look into this for y... see post
unsuccessful authorization
order no.. one is in progress and other two showing unsuccessful authorization. im from india. but my shipping address placed in order is of usa and canada. please need urgent help as the total order is for more than 800$
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nowandwow,    I have responded to your other post regarding this. Moving forward, please try and consolidate posts pertaining to the same topic or issue. Thank yo... see post
Beauty Insider Points
Hi, I made a fragrance purchase at the Sephora store, but my Beauty Insider points were not added to my account.  The last time I bought a fragrance, the points were uploaded and the triple points were added 24 hours later, but this time, nothing was added.  Please help! 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi x4x3x2x1x, I see the extra points were added this morning. You should be able to see the update by going to your account and clicking on My Points and Status. If you... see post
Frustrated with Sephora Customer Service
So I have been in contact with Customer Service for the last 3-4 days.  And am getting so frustrated with them.   My issue is that I have a Cdn Gift Card and I already know you cannot use it on the Cdn site.  So I want to go through the US site and order stuff and use my gift card.  The problem I am having is that even though I change the site to US from the bottom of the page where it says "Now Shopping" and go to checkout it reverts automatically back to Cdn and even if I click "US Checkout"...when it goes to the page to fill out your address it again goes back to Cdn.  I have been told several times by Customer Service to use the "Now Shopping" option at the bottom of the page to change it and also click "US Checkout" which I did many, many times.  I was also asked to clear all my cookies and try another browser.  I did that and also tried 2 different browsers and still I am getting the same results.   Customer Service keeps repeating the same information to me with different people responding to my issue and I have to respond back saying I have already done this and one rep said if none of it works they will request an IT Team person to look into it.  I asked that they put in the request after I tried things for 3 days and I get a reply saying to try "Now Shopping" etc again.     I am so frustrated and keep reiterating to them I want to order ASAP since Mother's Day is right around the corner.   I don't know how to get through to Customer Service and put my order through the US.   Anyone have the same issues??? Ugh!!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi ExcuseMuahh, I'm so sorry you haven't been able to get this resolved. I will send you a message for more information, but in the meantime, I would recommend placing ... see post
Online orders keep getting cancelled (NOT Sephora)
So this doesn't apply to sephora. But I keep trying to make an online order and they keep getting cancelled. I can't seem to figure it out, and the website's CS takes forever to reply to emails. I tried 3 different cards, and my billing address, card info is all correct. I think it may have something to do with my middle initial in my name. I put it correctly in the cardholder's portion but in the billing name and address there is nowhere to put a middle initial. Could this be messing up my orders? If anyone has any idea why this keeps happening, I would appreciate the advice. Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nikki25gee,   I'm so sorry for the confusion regarding your recent orders! I'm going to PM you now so I can look into this in more detail for you. Thanks!  see post
New customer
I am new to sephora, I got my card in store then started an online account. How do I link the 2?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Iamtierrasheri, I will send you a message to help. see post
Missing items and no response after more than a week
I am getting SO frustrated.   I placed two orders during the VIB sale.  One order was fine, aside from an item that leaked.  It was promptly replaced.    My second order was a complete mess - about half the items were missing, and it included several items that I didn't order.  I've sent e-mails and messages through the customer service fillable form, but have gotten absolutely zero response.  Not even a "we're working on it."  It has been over a week since I first identified the issue.  Is there anything you can do to get customer service to respond to me?  I've been a loyal Sephora customer for years and have never had an issue with an order before now.  
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BEAUTY CONNOISSEUR beautyboxcat / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
Less than 24 hours after I posted, and the issue is completely resolved!  Apparently Sephora was trying to respond, but there was a glitch.  Thanks keelybt!  see post
Play! by Sephora payment
I got an email earlier today regarding my Play! subscription and my credit card being declined and that I should contact customer service. If I've already updated my payment information in my sephora account to a valid credit card do I still need to call customer service??
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NatalieH89, It does have to be updated internally, so you aren't able to update your subscription online. Please give us a call as soon as you can so we can update it... see post
transfer points
I accidentally opened a second account for my Play account.  Can I transfer points from my old account to my play account?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GSanMac,    I would be happy to assist you with this! I'm going to send you a private message regarding this. Please check your inbox when you have a moment. Than... see post
Damaged product upon arrival!
I just received the Urban Decay Tilt lipstick in the mail today.  Sadly, it came damaged :/
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SL67,   Sorry to see that! I'll send you a PM shortly to help. see post
Dont have original email for my points card
I thought signing up with my current email on here would let me pair my card or something, I've been using it for awhile and I know I have a lot of points but is it impossible for me to access them without knowing my old email? It was 3 years ago and I have no idea what it would be 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi itsmegoob,   I'm happy to help with this! I'll PM you in just a moment. see post
April Play! by Sephora box missing item
Hello,   I am a subscriber to Play! by Sephora, and recently received my April box. The description on the website says the box is supposed to come with a collectible bag, but I did not receive a bag.  Could you please send me the bag or other type of credit?  Thank you very much for your assistance.   Michelle
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Michelle,   Sorry for the confusion! The new bags for the Play! subscription should start going out with the May box, so please stay tuned. see post
Welcome kit for Vib Rouge
I requalified for Rouge last year and still have not received my gift. In store I have been told they wouldn't be revived until April ( still waiting).  They finally appear online, but I am unable to add to my cart. Please advise.  Thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ivy17,   I'm so sorry for the difficulty you are having adding your VIB Rouge Requalification Gift to your order! Please contact us via phone at 1-877-SEPHORA (1-... see post
VIB status not showing online! HELP!
I got my VIB card in store almost a month ago and it still is not showing up on my online sephora account. My 30 days is almost up and I want to be able to use my 10% off code, can anyone help me please?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi msemmarosethorn,   I'll be happy to help you with this. I'm sending you a private message now!   Always, Danee see post
Bogus information in Sephora emails
I've gotten two emails today. One telling me that the Rainforest of the Sea™ Skin Twinkle Lighting Palette is "back in stock". I got that email at 3 am. I was up and went directly to the site and it was still displaying  "not in stock". Then this morning I got an email telling me about the great new 100 point rewards. I went to the sephora site and there are no new rewards. They are the same rewards that they've had for the last month.   Why am I getting these emails with bogus information? Am I the only one?
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BEAUTY MAVEN Suzieloooo / BEAUTY MAVEN BEAUTY MAVEN / replied
Thank you so much for the reply. It's very much appreciated. I shall wait patiently...well, sorta. :)     see post
Cdn Checkout to US Checkout
Anyone else having trouble when wanting to checkout as US and it reverts back to Canadian?   I have a US address that I can use even though I live in Canada.  But every time I either change it to US at the bottom of the page and even click "US Checkout" and the page that comes up to insert your address and stuff, it goes right back to Canadian.   Anyone else having issues with this who are in Canada and want to check out as US? I have a gift card that I know I can use on the US checkout.   Please help!
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BEAUTY BUFF ExcuseMuahh / BEAUTY BUFF BEAUTY BUFF / replied
I have emailed Sephora and they said they would put in a request for an IT member to look into this.  But...I guess they are really busy to respond back to me so I am no... see post
Cannot place order in checkout, problem entering in field
I'm trying to place an order on sephora, but I cannot click to enter in my information under billing. I've tried it during different times, different days, and on different browsers.   Specifically it wont let me enter my State/Region or City. A little red circle with a slash through it appears when I hover my cursor over it. The boxes are greyed out and say "Enter Zip First" despite it being entered already.   Thank you for your help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CatEyeSpy,   I'm so sorry for the difficulty you are having placing your order on our website! If you haven't already, I'd suggest clearing your internet cookies ... see post
Unsuccessful Authorization Order
Status of my recent order is unsuccessful authorization, could some one tell me what has happened?   I paid the order by Discover card, is that mean Discover is not acceptable? What should I do now?   Thanks for any help!
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nano101 / NEWCOMER / replied
You're lucky you're getting a response from customer service. I've been having issues with my items getting shipped too. I've sent several emails to get an update of my ... see post
Tony Moly product availability
Will Tony Moly products be available to purchase in the US again?   I love their sheet masks and need to purchase more, but I get a message that says their products are no longer sold in the US.  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TH1971,   I'll be happy to look into this for you! I'll let you know as soon as I have more info :)   Always, Danee see post
MY BIRTHDAY IS TODAY AND MY ACCOUNT SAYS THE WRONG BIRTHDAY. CAN SOMEONE FIX IT? :) I'M TRYING TO GET THE FREE GIFT
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xoxoelizabeth,   Happy Birthday! You are welcome to pick this up in store from a Cast Member or you can call in to have a Beauty Advisor add this to your next onl... see post