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Need help syncing online account with my beauty insider card!
I got my BI card a few years ago in store & I followed the instructions for it online but it wouldn't work! I now have two different accounts but it didnt really bother me till now cause I never really order online. But Im now VIB and I don't receive emails or anything when theirs a VIB sale with a discount coupon  and I would really like to see how many points I have! Does anyone know how to fix this?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shaysg,   I'm happy to help you with this! I'll send you a PM in a moment for more information. see post
Unsuccessful Authorization
my order status is "Unsuccessful Authorization", I haven't found anything wrong with my information and my card was charged and and i had an email my order is confermed and they take money from my card , I've emailed sephora and got no response, I do not now what os wrong with my order ?!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Wedad, Sorry for the confusion with your order. I will take a look and send you a message with more information. see post
MISSING AN ITEM FROM MY ONLINE ORDER
I got my online order on Wednesday, and the Cover FX foundation I ordered wasn't in the box. My shade isn't sold in stores, and I was hoping to use the foundation for Valentine's Day. I emailed customer service right away, but it's been 2 days and I haven't heard back from anyone. Is there someone else who can help? Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kerinng, Oh no! I'm so sorry to hear that. I will send you a message to help. see post
Beauty Insider Points
I was wondering if anyone could help me with my beauty insider account. I am a VIB and have points from shopping in store but my online account says I have 0. How do I get my points and status to show up online?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lindseu, I will send you a message to help :) see post
Missing GIft Satchels
I have made numerous purchases from Sephora over the years.   As with most of my online purchases, I usually request the gift satchels.  From the Order email to the Shipping email, they are clearly listed so I know I have been selecting them.  However, they never seem to arrive.   This has been an ongoing nuisance as I request these gift satchels so that I can use them to hold the Sephora products which I give to others as gifts.   I have contacted Customer Service on several occasions but this problem has never been rectified.  Does anybody even check the orders before the leave the facility?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Karen118, I'm so sorry you haven't been receiving the satchel with your orders. I will make sure your feedback is forwarded to our distribution center for review. see post
BI missing points
I always shop in store and always give my email add so i can get points. But everytime i check my sephora account its always 0 points while the beauty advisor at the counter said i have points under my name. Could it be that its under a different account? Help pls.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ljkmlinger, I will send you a message to help.    see post
sephora order tracking
so I made an online order this afternoon and received an email that my package has shipped this evening. but when I clicked on the tracking number number it says: Delivery date Tuesday, Sept 2 DELIVERED 11:09 AM Philadelphia, PA     whaaattt? delivered? sept 2? 😖😑😑😑
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Friedrice, Not to worry! At times UPS recycles tracking numbers, however, they will continue to scan and update the tracking number with the shipping details for you... see post
Made a purchase but it didn't register in my history and my points weren't added
I made a purchase from the Toronto Eaton Centre store today to receive VIB ROUGE status however the points and pirchase history on my account have not updated. I was hoping to use the points I got from my purchase today to add some samples in an online purchase I will be making next week as there were things the store was sold out of. Except the points aren't there...my history doesn't show the purchase and my account still says VIB status...can anyone help me with updating my account..? I have the receipt both in my email and the print out from the store if that helps....
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Stefanieprince, Sorry to hear that your purchase was not added correctly! I'll send you a message to help. see post
Decadent Dining with Too Face- Wrong Number on Email
Hi everyone,    I'm in Toronto and received and email today about the above event. The number on the email is incorrect (1-888-317-3349 states that the number is not assigned). I called the Rouge line and Brandi advised that the number is 1-877-317-3349 which is still incorrect.   Does anyone have the correct number?
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BEAUTY BOSS titi8750 / BEAUTY BOSS BEAUTY BOSS / replied
I do have a question: How were people able to get through? I called as soon as I received the email and the number listed was not assigned. I called the Rouge line and t... see post
Beautyinsider Points
My points aren't transferring into my card. Whenever I checkout, the people would tell me the total of my points, and it would be more than what it says on my account online. For the last 2 purchases I've made at Sephora, the points aren't going to my card. They were big purchases too!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sammi10, I'll be happy to look into this for you. I will send you a message for your info :) see post
I want to add my Beauty Insider card to an already existing online account. Can you help?
I want to add my Beauty Insider card to an already existing online account. Can you help?
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Lindseu / NEWCOMER / replied
I need help with this as well please! see post
Can i exchange an item that was a gift without a recept? It was also an online only item.
SPECIAL GUEST Hope2515 / SPECIAL GUEST SPECIAL GUEST / replied
Am i able to do an online gift return for store credit without the packing slip? see post
VIB and didn't receive card
Hello!   I reached VIB status on December 31, 2015 and never received my card.  I've visited my local Sephora inside JCPenney and asked for it and they said that they don't have any and don't know when they will be getting any in.  I called Customer Support and received no help there either - the rep told me that she needed an item number and seemed confused as to what I was requesting.  Any help that you could provide would be appreciated!     Thanks!! 
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
We're happy to help! Sorry you've been having trouble getting this kit. When you call, a Beauty Advisor should be able to add it to your order manually. Thanks so much f... see post
sephona beauty
hello i would like to know its free sample plus free birthday gift .. can i contact talk to person to send it to me a mail its so simple.. please let me know if they can send it to me free sample and  birthday gift.. thank jody
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jodi32,   I've moved your post over to the customer service board! Like others have explained, you can pick up the birthday gift (no purchase necessary) from a st... see post
Please help syncing my accounts together!
Whenever I make purchases in store and use my beauty insider card the points and purchase history don't show up on my online account so I don't think they're synced together please help me sync them 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ry1212,   I'll help you out with this! I'll send you a PM soon. see post
Not receiving emails
Hi, I have not received any emails from Sephora or for vib rouge for months now.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tandg,   Sorry to hear that! I'll send you a PM to help you out with your subscription. see post
Your website won't let me check out. I keep clicking continue to payment but NOTHING happens! I selected shipping no gift wrap.
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lillian11,   Sorry to hear that! I'll make sure to forward this to our IT team for research. In the meantime, I'd recommend trying again using a different browser... see post
Makeover VIB Welcome Pack
As part of my VIB welcome pack I received a card for a free makeover what does this entail and how can I book my appointment? & can this card be redeemed by someone other than myself?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Stephanie02,   Congratulations on reaching VIB status! The makeover voucher you received in your welcome kit is for a 45-minute custom makeover (this is a non-tra... see post
Unsuccessful Authorization
Hi, My order says  STATUS: Unsuccessful Authorization Is it Cancelled?Can Someone help me?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TenMu,   Unsuccessful Authorization means your order was not placed and you were not charged. If you're still seeing pending authorizations on your account from t... see post
UNSUCCESSFUL AUTHORIZATION... AGAIN!!!
I placed two orders using 4 egift cards (2 each). One order was successful and the other one had an "unsuccessful authorization" - which I wasn't notified about! I had to open up my order history! I was wondering why shipping was taking so long and much to my surprise, my order didn't go through WITHOUT ME BEING NOTIFIED. So I placed the same order. AGAIN, UNSUCCESSFUL AUTHORIZATION. THIS NOW THE THIRD TIME I AM PLACING THE ORDER. THIS IS GETTING RIDICULOUS. Can anyone assist?
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi violetorchids,   An Unsuccessful Authorization generally means we had an issue verifying information for your order, so we were unable to allow your order to be p... see post
Online Order
I recently made an order online, and a few times I recieved an a message saying the transaction didn't go through. I checked by bank statement and those charges that were pending were dropped. I few days ago, I went to check my order status and it showed up with the tracking number, but the next day it had disappeared. As well, I once again checked my bank statement, and this time the charge had gone through and been processed, but when I called and talked to a beatuy advisor I was told that nothing had gone through and that she saw no history of any online orders. Why is it that one day it says my order went through, I am charged, and I see the tracking number and the next it's gone and I'm told I my order didn't go through?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ek589,   Sorry for the confusion! I'm happy to look into this for you. I'll send you a PM shortly with more info.   see post
Beauty Insider Points
Hello! I made a purchase two days ago at a Sephora and the insider points have not been added to my account. I still have my receipt. Is there any way to get these points added?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi noogsie,   I'm happy to help! I'll send you a PM for more info. see post
Missing OnTrac Package, Long Hold Times, Frustration, Need to Vent
After a rough day at the office, I was looking forward to my Sephora packages today.  I had placed two orders with a $200 giftcard I got for christmas, I thought it odd that one was being delivered by UPS and the other by OnTrac.  I prefer UPS as the driver leaves the packages tucked nicely on the side of my entry way whereas, OnTrac, literally tosses it and usually leaves in near my front entrance.  I've never had a problem until today.  My package from OnTrac showed that it was delivered, my husband and dog were home, didn't hear anything, no barking, no sound of a vehicle in front of our house.   I immediately call Sephora customer service, while on hold, I cut up an avocado made some guacamole and enjoyed a snack while waiting, as I continued to hold, I changed out of my work clothes, shoot an email to the first mod I found that has helped others, look at the time, it was over 20 minutes, I decided to use my other phone and call OnTrac directly.  Well they tell me the package was delivered and that I should call Sephora, I let her know I've been on hold with Sephora and let her listen to the hold music.    End of conversation, she noted that I called.     At the 30 minute mark, a sephora rep finally gets on the line.  By now, I'm clearly aggrevated but the rep was calm and nice, put me on hold to call OnTrac, fine do what you have to do, find my package.  She gets back on the line only to frustrate me further, I will have to wait 8 days while an investigation goes on.  Investigate that my package was delivered to the wrong address, how will they know that?  While our call was coming to an end, my door bell rings and guess what it's my other package being delivered, I yell to my husband is it UPS or OnTrac????  Wishful thinking, it was my reliable UPS guy.  Sephora rep says let me look up your other order, I told her I don't need her to look up my other order, it's here.  Find my other order. No reassuring I'll get my goods or at least my giftcard funds back?  What about the 30 minutes of holding?   The stellar service I got for my time and frustration was compensated with 100 pts.  and a 8 day waiting period.  My husband clearly seeing my frustration promises to order me my goods and ship it to the office.   For those that have had missing packages please tell me the money or goods actually get back to you.....  Sorry for the Rant.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AnnaBananna22, I'll send you a message to help. see post
Link Card to Account
I just made an online account but was not able to link my current Beauty Insider Card which has 250 points on it to my account. Instead it says that I have 0 points. How can I link the correct card?  
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LindsayBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maritzahayes,   I'm sending you a private message right now so I can help with this. Please check your inbox. see post
take back your product. give me my refund
I am beyond upset. held back. exception, returned to center, will redeliver monday. this package was supposed to be in my hands on the third, i ordered it since last month 30th. it got held up. yesterday i had to spend hours on the phone to finally get them to redeliver today. then what do i get? the ups guy in front of my house and taking hte freaking package back.    what do ups cs and sephora cs say? oh, that there were updates in the account and now yadadada? the update was done by the ups agent who so kindly helped me out yesterday and told me it was there but it wasnt sorted at the place for pickup, even though before that i was told i would get an email of the time to pick up the freaking package.    okay just enough is enough. refund my money, take your package back since ups still has it, and i'm pretty sure i'm going to get more freaking bs about it not being able to be delivered. i'll just order it from the website itself and hopefully they use usps or fedex. this is freaking ridiculous. f your 250* points. They mean nothing if this ups service is crap. For all I know, that 70 dollar bottle is broken by now. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Charlotteb12345, I will send you a message for more information about your return. see post
Missing items from my order
Hi, I recently received my package that I ordered but it was missing 2 of the items I had ordered! And one of them is out of stock now, I was wondering who I could talk to and how this can be fixed  
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi x3koala,   Uh oh, sorry to hear that! I'll send you a PM soon to help! see post
Shipping delays???
I placed three orders at the beginning of the month, each was a day or more apart as I researched fragrances. The first was shipped, according to my email confirmation on 2/4. This is the tenth. None have arrived. Not to be too snarky, but perhaps the current special should be 3x points, 2x shipping?!? I count on timely delivery of goods when choosing other retailers, and expect my Rouge status to equate to Rouge quality service. This is very disappointing. What is being done to resolve these shipping issues?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi minkyelb,   I'm sorry to hear this! I will PM you in a moment to help. see post
Why don't my points show?
I got a new card and purchased two items a couple weeks ago but my points have not shown on my account. 
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BrendaKS / NEWCOMER / replied
Mine aren't showing either. Please help!!  see post
Is there anyway I could redeem my BI birthday gift if I missed it last month in January? :(
SPECIAL GUEST Aeonv / SPECIAL GUEST SPECIAL GUEST / replied
My birthday was Jan. 14th, so it's been over 14 days is there any way to redeem it still? see post
unsuccessful authorization
Hi, my order says unsuccessful authorization but my money has been taken, I would like to know what is going on?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ConsLAVER,   I am sorry about that! I will send you a private message, so that I can look into this for you. Thank you!    Best Wishes,   Janean see post