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Rezekfish
Yves St. Laurent 500 Point Beauty Insider Gift -- SO DISAPPOINTED
I'm so upset. I have been saving my beauty insider points for something I actually want. I have skin allergies so I have to be careful with what I use. I got an email about the Yves St. Laurent 500 point gift and immediately looked online for it and it wasn't there. I went to two different stores, which both told me they hadn't gotten it YET. So then I tried calling online and they told me it was all gone and I couldn't get it. So I asked to speak to a supervisor, as I can't imagine how they can send a mass email out to their faithful customers and not have enough to even last a few days. The rep told me he'd have someone call me back. Well, I'm still waiting! I am really, really frustrated and it definitely changes my view of Sephora. If they're not going to have enough stock, either limit the type of marketing they do about the gift or provide something else to people, or just order more of it. 
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Masaya
BEAUTY PRO Masaya / BEAUTY PRO BEAUTY PRO / replied
It happens.  The only thing you can do is hope it comes back in stock or wait until you see a different bi gift that u like see post
KendraKendra
Double charge
Issues with sephora's billing software, double pending charges. Called customer service and I was blamed (so rude and also wrong). I'm so sick of issues like this. Fed up with sephora.
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KendraKendra
BEAUTY WHIZ KendraKendra / BEAUTY WHIZ BEAUTY WHIZ / replied
She was clear on why they were there. There was just nothing she could for me. Pending authorizations freeze money in accounts for up to a week or more. I find this an u... see post
bertina
Hourglass Ambient Blush Palette
Is the Hourglass Ambient Blush Palette gone for VIB Rouge members? It will not let me add it to my cart. The add to basket button is grayed out.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bertina,    The Hourglass Ambient Lighting Blush Palette is currently out of stock. I am trying to find out more specific information on when it will become... see post
lauralls
VIP 10% Coupon
Hello,   I recently was I was in a store and purchased a hair dryer and some make up.  I thought I used my 10% VIP welcome discount code. I noticed yesterday that it was not applied in the store. Is there a way that it can be applied now or a credit applied somehow here?  I do not want to go back to the store and deal with it there.  Please let me know.   Thank you very much.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lauralls! I'm sorry to hear that! Unfortunately, if the purchase was made in-store, they will need to handle it there.  They should be able to easily help you if the ... see post
gingerblack
Mods! Charged for "free" Nude face wash
I messaged Candance, but I need this resolved asap. My roommate accepted the Nude face wash that was sent out and UPS charged him 36$! I would like a refund because there is no way I would have wanted this "free" product if it was actually going to cost 36$. Really upset about this.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gingerblack,   We have reached out to our team that handles this. We will be in touch with you as soon and we have more information. see post
hthranng
Wrong product purchased!
Hi everyone!    Okay so I went to my nearest Sephora today which is an hour away! They had a Lancome special at the store today and I figured to have them put on one of their new foundations, Nude Miracle. I told the girl I loved it and would like to purchase it. So she got my shade and I proceeded to check out. I got home and wanted to read up online about it more and noticed she gave me the wrong foundation! she gave me the Teint Idole ultra 24H. So my question to you is, Do I have to return it to the actual Sephora store where I got it or could I possibly return it to my JC Penny Sephora (If they have it?)  I would hate to drive a hour away to return it!! What should I do?! 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hthranng,   Oh no! I'm sorry that she gave you the incorrect foundation. You can exchange it to your local Sephora Inside JCPenney location. Make sure to bring yo... see post
lemonbars
BI card/online account - how to sync?
Hi there! I am having trouble linking my new online account to my BI card. Can someone message me please?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lemonbars,   I will send you a message now to link your accounts together! see post
VJ2014
Sephora Sample Policy Changed?
Hi, so I purchased about $200 during the past week in the Sephora store that I usually went to. The staffs were courteous and responsive, and quite proactive. I used some points to exchange for samples after the purchase, I can't help but notice that all samples I received are only half-full. The half-full samples are as below:   Lancome  Advanced GÉNIFIQUE Youth Activating Concentrate : 100 points, HALF-FULL. I exchanged for this twice, and noticed both bottles are only half-full.   LIVING PROOF Instant Texture Mist deluxe sample (a girl at the cashier offered to give me for a try): HALF-FULL.   Tom Ford perfumes samples: HALF-FULL. I asked for two Tom Ford perfumes samples, and the staff was quite courteous and filled two sample bottles immediately. They are half-full.   I was wondering whether this is the new sample policy of Sephora? Thanks!    
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi VJ2014! There hasn't been a change in the policy.  It can be normal for some of our samples to not be filled all the way so they do not leak as much.  (As we all know... see post
funnygirl62
product availablity
will the hourglass ambient lighting blush palette become available to anyone besides the the vib rouge members?  if it will when should I start looking for it?  it is a horrible tease to show something so wonderful and not let me buy it
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
It should be available for everyone sometime in Oct! Thanks for your patience. see post
Brigeyboo
plz halp.
I have a Beauty Insider card but the site kept telling me that none of my emails were linked to it (though I'm fairly certain that I just logged in with one the other night) Had to make this new account. PLZ HELP, you lovely people!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Brigeyboo, I am sending you a private message to help.    Cheers!  Kevin  see post
sephoraadmin2
NARS 20th Anniversary Celebration #SephoraNARSsweeps on Instagram
Help us celebrate the 20 th anniversary of NARS Cosmetics! In honor of this exciting milestone, on September 18, one lucky Sephora Instagram follower will win the ultimate prize package: an exclusive anniversary tote filled with 20 NARS cult favorites!     To enter for a chance to win, make sure you follow @Sephora on Instagram. Between September 17, 12pm PDT and September 18, 12pm PDT, post an original Instagram photo of your favorite NARS product. Be sure to include #SephoraNARSsweeps in the caption of your image. All valid entries received during the sweeps entry period will be eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed on September 17—18 for updates. NO PURCHASE NECESSARY TO ENTER OR WIN SWEEPSTAKES.   See official rules below>  
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lybu
lybu / NEWCOMER / replied
Done and done  see post
sangriana
UD feminine palette arrived bumped
I recently received the UD feminine palette that was on sale, and found the case bumped like this. The shadows are still intact, but packaging is very important to me when it comes to palettes! Is there a way to fix the bumps? I really wish the palettes in the sales section were better quality.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I'm sorry your palette arrived in that condition! I am sending you a private message to help.    Regards,  Kevin  see post
1337minx
I bought stuff instore, but forgot to show my BI card... can I still get my points?
I'd really like to benefit from the points and still have my receipt... is it possible?   Also could I get a new card sent out to me? Mine went through machine and dryer and is a bit wonky now.    Thanks!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi 1337minx,    I will send you a private message to assist you further! Check your inbox in a few minutes. see post
kbmatthews
Missing Samples?
So I got one of my orders today, and all the samples (including the one that needed a code) was missing. It clearly shows on my packing slip I was supposed to get them with this order. Anyone else have this happen?    I figure my best bet is to contact customer service, but I'll be bummed if I don't get the deluxe sample since its OOS now. 
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BB541
BEAUTY WHIZ BB541 / BEAUTY WHIZ BEAUTY WHIZ / replied
Most of you are getting better responses with customer service than I did!  I got a "sorry we can't do anything about missing samples" for most of mine (they did send me... see post
HawaiianEyes7
Worst Sephora Experience EVER
I am so mad right now it's not even funny. So I decided to take advantage of the sale online and ordered the Urban Decay Anarchy Face Case as soon as it came back in stock. I also ordered a MUFE 500 point perk and of course 3 free samples. I got a comfirmation from both Sephora customer service and Borderfree saying my order is on its way, and both of those looked fine. They both listed the Face Case, 500 point perk, and samples. I got my package in the mail today (the packing slip also listed everything I ordered), so I open and guess what? I got my 500 point perk and 3 free samples, but NO FACE CASE! The one thing I actually paid for in my order wasn't there! And now, the Face Case is permanently out of stock! Customer service said it either didn't get put in at the warehouse or it got stolen at customs (which I highly doubt because it's only worth $23 and the officers are monitored). Then they said the only thing they could do is refund my money! I don't want my money, I want my Face Case! It looks so bad on them when everything makes it in the box except the most important part, and then don't offer to fix it! I can say for certain that I will never order anything from Sephora online again! Fortunately, I spoke to a supervisor at customer service who offered to waive the cost of another comparable product, but I'm still really upset about my face case! I got really worried when I saw everyone's samples were getting messed up, but my paid product got messed up!    End rant.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HawaiianEyes7,   Oh no!  I'm so sorry that you didn't receive your Anarchy Face Case!  While I'm not exactly sure what happened to it, I'd be happy to help in any... see post
ydnam
Split payment ?
Can I pay for my order with a gift card and put the balance on my credit card?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ydnam!   Yes, you can definitely use a Sephora gift card for part of your order and pay for the remainder of the order with a credit card. see post
ShannonLR
How can I connect my VIB card to my account?
I'm having trouble connecting my VIB card to my online Sephora account. I want to access my points but it is my first time ordering online. Help!!   S
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ShannonLR! I can help with that. I am sending you a private message with more info.  Cheers!  Kevin  see post
josefer
order
I have a question regarding a damaged order could someone from CS get back to me?Thanks
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Josefer! It looks like we already have some customer service reps assisting you. They will get in touch with you shortly if you still have questions regarding your or... see post
bekahkst
Redeem Points From Past Purchase
I was at a store, but didn't have a card with me to give during checkout. Still have the receipt, but I'd like to redeem the points.   Much thanks! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bekahkst! I can help with that. I am sending you a private message with more details.    Cheers!  Kevin  see post
sephoraadmin2
Beauty Insider Card in Passbook for iPhone
You can now add your Beauty Insider card to Passbook on iPhone! We're excited to try the new features - how about you?       Passbook FAQ Q: What is Passbook? What all can it do? A: Passbook for iPhone and iPod touch is a feature of Apple iOS 6. Passbook has a variety of passes including gift cards, loyalty program cards, coupons, airline boarding passes, and event tickets. See http://www.apple.com/ios/ios6/ for more info. Add your Sephora Beauty Insider card to Passbook to earn and redeem points in store, instantly view your Beauty Insider point balance and receive notifications about qualifying rewards. Add your Sephora gift cards to Passbook to easily store your gift card information on your mobile device. As you use your gift card, the balance will be updated to reflect your current balance.   Q: How can I add my Beauty Insider card to Passbook? A: Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    From the Sephora To Go App for iPhonehttp:// www.sephora.com/iPhone or m.sephora.com, tap the top Passbook banner on the home screen or tap the bottom Passbook banner in any Sephora email. 3.    Sign in or sign up to be a Beauty Insider. 4.    Follow the steps to add your Beauty Insider card to Passbook. Now you can easily access your Beauty Insider card and view your real-time Beauty Insider points in store, plus see upcoming perks and benefits on your iPhone.   Q: I don’t know if I am a Beauty Insider. How can I get an account? A: Go to www.sephora.com/beautyinsider and follow the steps to sign up.   Q: I have added my Beauty Insider card to Passbook, and I have made a purchase, but I don't see the points updating. How do I get my points to update? A: Click on the link or banner on the back of the Beauty Insider pass, then sign in.   Sign in to Sephora to Go App for iPhone or m.sephora.com to trigger your points balance to update.   Q: How can I add my Gift Card or eGift Card to Passbook? (eGift Certificates cannot be added to Passbook.) A: First, Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    Follow the instructions to upgrade to iOS 6 Once you have iOS 6, you can add any physical Sephora Gift Card or eGift Card with a 16-digit gift card number and 8-digit PIN to Passbook.  1.    Get Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com, and select “eGift Card” from the home screen.  2.    Select “Add Now.” 3.    Enter the Card Number and PIN from your gift card.  4.    Enter your valid email address.  5.    Select “Add to Passbook” when your gift card is validated. 6.    Select “Add” in the upper right corner to set up your eGift Card in Passbook when the Passbook preview of your gift card is displayed. 7.    Exit the Sephora to Go app and open Passbook to view your Sephora Gift Card in Passbook   Q: I have added my Gift Card to Passbook, and I have made a purchase, but I don't see the balance updating. How do I get my points to update? A: Flip the Gift Card pass and drag down on the card to refresh your gift card balance.   Q: Can I add a plastic Sephora gift card to Passbook? A: Yes, you can add physical Sephora gift cards and any eGift Card with a 16-digit gift card number and an 8-digit PIN to Passbook.    Q: Can multiple people save the same gift card to their Passbook? A: Yes, the same gift card can be saved to Passbook on different phones. Note: Your gift cards have cash value and should be safeguarded as such.   Q: I want to purchase a Sephora Gift Card that can be added to Passbook. How can I do that?  A: You can purchase an eGift Card that can be used in store, online and via mobile from the Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com. 1.    Tap the eGift link from the home page of the Sephora to Go App for iPhone or m.sephora.com. 2.    Select the gift card design, amount, write a message (optional), then provide your gift recipient’s email address to email the eGift Card. 3.    When the recipient receives their gift, there will be an option to Add the eGift to Passbook. 4.    Tap “Add to Passbook” to easily view your current gift card balance and use in store, online and via mobile. Note: Sephora Gift Cards, eGift Cards and eGift Certificates have no expiration date, cannot be redeemed or exchanged for cash and are only available for merchandise purchases within the United States or Canada (in store only).   Learn more> http://theglossy.sephora.com/articles/44    
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GiovaaVictoriaa,   I can assist you with this! I am going to send you a private message to get more information from you. :)  see post
ntailor
Ordering, Email & Beauty Insider Points
I wanted to know, if I change my email address temporarily does it affect my beauty insider card?  Like it will be a zero balance?   I was possibly thinking of using a different email address to order stuff and then change it back right after.   How will this affect my Beauty Insider Points?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ntailor,   If you change your email address temporarily, it will not change the balance of your Beauty Insider card. I hope this helps! see post
GREENTANGERINE
I keep getting unsuccessful authorization. What's going on?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Greentangerine, I am sending you a private message to help.    Cheers!  Kevin  see post
Jcperkns
Missing samples from shipment
Hi, I just received my online order and all the samples were missing! The main reason I shop online versus in store is so I can try out new products. And my last order was missing an actual item I purchased. Is this becoming an issue or did I just get unlucky both times?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jcperkns! Sorry to hear that! I am sending you a private message to help.    Cheers!  Kevin  see post
Bonster117
In store purchase - no VIB points :(
Hi there, I made a purchase in store a few days ago and I think the sales associate forgot to put in my beauty insider information. I didn't get any points from the transaction and it isn't showing up in my "recently purchased" section when I login online. Is there a way to get points for this purchase?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bonster117,   I am sorry that the Beauty Insider points were not added for your recent purchase. I am going to send you a private message to get a little mo... see post
Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Birdkly! I am sorry that the samples were missing from your recent order. I am going to send you a private message to help! see post
marcelaibanez
Didn't get my points.. Help
i made two transactions today and i didn't get my points....  help PLEASE!!!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marcelaibanez!   I can help you with this. I am going to send you a private message to get more information from you.  see post
ydnam
free shipping Canada vs US?
hi Sephora team,   I see that a Canadian order requires a minimum $75 for free shipping and a US order is only a $50 spend. Why is there such a big discrepancy? The prices are already higher on the Canadian site so I fail to understand why I need to spend more on the actual products AND on my overall order to get free shipping. I am tempted to ship to the US and have my friend interoffice to me to save the money.   Is there a reason for this difference?   Thanks in advance...
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ydnam!   Our shipping minimum differs for Canadian and U.S. clients because of the increased cost for us to ship items from our Distribution Center in the U... see post
Riya3
Online and in store prices
Hi I saw an item online on the sale page and I was wondering if I went to the store to buy the exact same item, would they price match it for me?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Riya3,   This is up to the discretion of the store. For more specific information, I recommend reaching out to the store directly by phone. Please visit our store... see post
KGC1016
Card Charged When Order Failed
Hi! I tried to make an order earlier and tried three times but it said that my card would not go through. When I checked my banking account online, it was charged three times. How can I get my money back to my card?   Thanks!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KGC1016,   The pending authorizations you are seeing on your account are temporary authorizations from failed order attempts. These authorizations will drop off o... see post
SG8Dancer
Packaging disaster, please help.
Hi,      I just received an order from sephora today and its a total disaster. The order included: Briogeo Green Tea Shampoo Briogeo Deep conditioning mask REN Rediscover Radiance Kit PMD No Makeup Foundation Serum Deluxe Sample      The bottle of shampoo is completely empty as it has spilled entirely within the package. Every single thing in the package is drenched in shampoo, to the point that the boxes, package, receipt are soaked and falling apart, shampoo leaking into everything and out of the package. The cloth that is included with the REN skincare kit is also soaked in shampoo. I don't live near any sephora store, and the package and return label are completely unusable. (I can attach pictures if needed). Please advice. Thanks you very much for your time and support. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SG8Dancer,   I am very sorry to hear that your recent order arrived in such poor condition. :( I am going to send you a private message to assist you furthe... see post