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Have never gotten VIB seasonal gift?
I have been VIB for several months but have never received a so-called seasonal gift? 
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Add My Purched Product On My Purchase History
hi few days ago I purchase becca highlighter..i exchange with something this one but I paid 30$cad extra..but it didn't add my purchace hiistory..what should I do??bcoze if it will add my purchache history than my spending money will be 180$cad..than I will be not so far from VIB..please do something..i ve the transaction number from my receipt..its 75229..
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Friends List
I am finally setting up my friends list.  It almost makes me feel like a stalker, because I can see when each was last on (or get a green dot if they're still on), where they commented last (so, I can follow them around), and more.   Anyway, I want to see them all in the margin (as I've seen on older accounts), but it is cutting them off after a certain person.     I played around with settings, but I cannot find a way to see them all without clicking in.  As I doubt I am ever going to click in, I lose all the friends after I (or worse as I add more).       How can I fix this, so I can see them all from the main screen?  Thanks in advance!
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HALL OF FAMER DiVWA / HALL OF FAMER HALL OF FAMER / replied
I wasn't aware that you had me as a Friend so I added you as one so now we can see when each other is online! You made my day! see post
Credit card overcharged
Due to incorrect tax calculation. Please PM me for the order number to refund my card the overcharged amount.
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi deannaarp,    I'll send you a message to check your order; as sparklekai says, the tax does include necessary duties now! I can check directly with our border fac... see post
Purchases are not showing up in online basket. Help, please!
For two days I have been trying to make a purchase.  When I click a product to add to the basket, a pop up comes up and it says that it has been added.  When I go to the basket to purchase, there is nothing there.  Please help!  Thank you!
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DivaLasVegas02,    Are you shopping on the site or our mobile app?   I recommend you call us to place your order at 1-877-SEPHORA.   You can also try to l... see post
How do I add my VIB card to my online account?
My account currently says I have 0 VIB points when I have had a VIB card for years. How do I change this?
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi helpme1,    I'll send you a PM to help you out and link your accounts for you!  see post
Shipping Help!!!
Today I moved home and wanted to get an order in to take advantage of the birthday gift since it’s the last day of January. I was holding off on placing the order because the perfume I really wanted was out of stock. It came back in stock and I placed the order earlier tonight. I could have sworn I’d selected my home address but instead it’s being shipped to the address my last order went to – in a completely different state! What should I do? Please help!!!
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi conditioning,    Once you have the UPS or OnTrac  tracking number please call us at 1-877-SEPHORA so we can contact the shipping company directly to have the addr... see post
Exchange Question
I purchased the two MUFE 50 shades sets, the one with the keepsake box and the blush trio,  however the latter doesn't show up on my skin and the former is great but the key part of the box came broken! I used store credit to pay for part of this purchase, am I able to go into a store to return the blush trio and get the amount purchased with my Visa back and then exchange the damaged item?
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there!   You can return the item to your store and and also exchange the damaged item but most likely it will go back to a store credit (if the majority of your o... see post
Do I have to return to the store?
Hi, I ordered an eyebrow pencil online, but its in the wrong color. I don't have a Sephora store near me, and I won't be near a store for about 2 months. Do I have to return the item to a store or is there a way I can ship it to return it? Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi eyebrownovice,    You can return the item with the merchandise return label that came with your order and send it back to us, you don't need to return it to a sto... see post
order cancelled
Hello, I placed two separate orders and used 4 gift cards for payment, both got cancelled. I did this before and it worked fine, I don't understand the problem.  
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aseel,   I am sorry that your recent orders were cancelled. I am going to send you a private message to assist you further with this.  see post
HOW DOES SEPHORA GENERALLY MANAGE ITEMS WHICH ARE DISCONTINUED AND NO LONGER ON THE SITE
Approximately  a week ago I purchased an item to try out . I am pretty new to Sephora so I was not aware that the price was such a good deal . After trying the product and doing as little research I decided to go back and get a few more of the skin care sets .  They are limited edition sets and were ringing up at 18$ . When returning to the store they were ringing at $35 , so I decided to wait and check online . The item is no longer available online at all. It does not even show up . I can see it when I click on my online list of purchases but the link is dead . It seems to be discontinued , and I have called allover the various Sephora stores nearby to try and see if it is also ringing up at the higher price but no one has this item .  My question is >>  what is the usual procedure for Sephora when an item is discontinued  , and was previously listed as  being on a clearance type price then suddenly drops off the face of the earth but pops back to the original price . ??
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tstorm,   I am going to send you a private message to assist you further with this.  see post
Two year Cosmo Subscription?
I used the Cosmo promo code on my most recent order but the order confirmation didn't show that the promo was applied even though I know it was. I received my package today expecting some sort of confirmation that my subscription is coming but I didn't receive anything. Did my subscription go through and if it did will it be shipped to my shipping address or my billing address?
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Kelzkelz / NEWCOMER / replied
Yes, I need help on this as well! I want to make sure the subscription went through- I'm not sure how long it would take. Can you please let me know? see post
Q. Return without box?
I have been looking for a foundation that suits my skin type and color. I've had to return 2 already and I'm wondering how many times are you allowed to return something? Also can you return without a box if you have your reciept? I have something else I need to return but it would make the 3rd return, is that ok or am I going to be stuck with it? Thanks so much!
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barin / NEWCOMER / answered
A. How many times can you return something with id     see post
Can someone help me add my VIB card to my online account?
My most recent points and purchasers are not showing up on my online account. Can someone please help me sort this out? Thanks so much.
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Anamimi / NEWCOMER / replied
Hi, I'm having the same issue can you help me  see post
Order cancelled
I got a message that my order was cancelled because you were "unable to confirm my payment information". Is the real reason that you don't cooperate with MyUS.com? I would appreciate clear information.
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Signelette / NEWCOMER / replied
Thank you Nika for your answer also if it wasn't satisfactory. I'm sure you would have managed to confirm my payment information if you wanted to since it's never been ... see post
Jcpenney card
the site will not accept my card number. Is there a current issue at sephora.com with the jcpenney cards?
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BEAUTY BUFF sinfully / BEAUTY BUFF BEAUTY BUFF / replied
Ok i am trying to make a purchase again and my jcp credit card is still not being accepted. Has anyone looked into this?   see post
Ontrac problems
Has anyone else had problems with Ontrac? Over the last six months I have had about ten packages go missing between Sephora and Amazon, all of which were supposedly delivered by this company. I would love to just use USPS but I'm a VIB Rouge and am eligible for free shipping, which only goes through Ontrac. I shouldn't have to pay an extra $7 just because Ontrac cannot do their job. This problem has me seriously considering not shopping at Sephora anymore.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi allijoy,   Thanks for your feedback about OnTrac, I apologize for the difficulties you have experienced with your orders. We appreciate your thoughts on our shipp... see post
BAD CUSTOMER SERVICE EVER !!!!!!
Sephora cancelled my order almost 10 times since last week when I tried to shop online. After cancelled my order, they sent email said that to protect my payments etc… I called to verify my payment and nothing wrong with it. They said I violated their Term of uses by ordering too many of 1 product. I think Sephora should stated the amount of product that a customer can buy for 1 product. When I see a good deal, of course I want to purchase it to stock up and give it as a gift for my friends. What's so wrong with it. And I think 5 is not "too" many. And I also tried to order another products that I have never ordered before but still, they cancelled my order. I sent another email to ask but well, no reply!!! MOREOVER, when I called, their representative said that I have to go to the store to buy stuff, now they can't say anything yet and someone will called me back to resolve the problem but no one did. I don't have that many time to call and wait in line to talk with your representative and received an answer like that. After that, I sent an email and they did not answer my simple question that "WHEN can I order online again?" because they keep canceling my order which made me really mad. OH that's so funny, I spent a lot of money to just shop at SEPHORA and now what? I have to go to the store to buy stuffs whenever I need???? NO WAY. I would rather shop on the other sites. However, I got over 3000 points in my acc. Just let me shop and redeem all my points. I was so patience until now, when my problem hasn't been solved but I received an email said that "They checked my record and see that I called and the problem was solved, pls call customer service … " Oh no, I'm not gonna call again, I don't have that much time. SEPHORA, please solve the problem. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meggiedo,   Thank you for the feedback regarding our ordering system. At this time, quantity restrictions are in place to ensure that all clients get access to pr... see post
Ontrac says delivered, but no package received?
Has anyone ever had delivery issues with ontrac? They were suppose to deliver three packages, status is changed to deliver, I called Sephora and said that they were going to open up an investigation?      Any advice? Suggestions? Experience?     
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allijoy / NEWCOMER / replied
Ontrac is literally the worst. Between Sephora and Amazon, I have had about ten packages go missing over the last six months. I really wish Sephora would stop doing busi... see post
Returning
I bought the Josie Maran exfoliating powder and my sensitive skin can't handle it! I think I threw out the box, am I still able to return it?
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HALL OF FAMER annypoo / HALL OF FAMER HALL OF FAMER / replied
If you have the receipt, you should still be able to return it in stores without the box.  see post
why did you cancel my order?
Hi, you have cancelled my order and said "we have cancelled your order because we were unable to confirm your payment information." Can I know what is the problem and how to solve it? Please help detail answer. ((
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meggiedo / NEWCOMER / replied
totally agree. BAD SERVICES EVER see post
Viseart Corrector, Contour, Camouflage HD Palette-Will it ever return?
 Is this a discontinued product?   http://www.sephora.com/viseart-corrector-contour-c amouflage-hd-palette-P391305?skuId=1665660
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Beauty4ashes,   I'm not showing that the item is discontinued however, I recommend signing up for an email notification if you have not already done so! Thank you... see post
Where did my VIB go????
I have been a VIB member for a while now, but when I try to order online... it says I have zero points, but my email says I have over 800! How do I get my VIB info online?? Thanks!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kfrances,   In reviewing your account, your email address and Beauty Insider Card are not linked together! I'll message you now to help with this. see post
BIRTHDAY CHANGE
When I was entering my Birthday information I accidentaly put in April 8th instead of February 8th.  I can't find the place to change it. Is there any way to fix my mistake?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry to hear that, Jiayin1987,   I went ahead and just confirmed that your bday is now listed as Feb 8th. You may need to log in and out of your account in order to... see post
Supposed to be VIB Rouge
I was not credited the points from my in-store purchase from yesterday. I am finally *supposed* to be a VIB Rouge member, and was expecting to have the associate acknowledge that and give me a new card with the other benefits, just as they had done when I became a VIB member. However, the store was especially busy and the associate took me beside the counter and used a handheld device to ring my purchase. She seemed very rushed and a little flustered; the machine was giving her some problems. She scanned my VIB card and I knew that my purchase was more than what I needed to become a Rouge member, but she said nothing. She mentioned my previous amount of points so I assumed that my card was credited and I didn't want to question her because I knew she was feeling busy - I worked retail for years, I can empathize! Now I wish I had pressed the issue.   I called customer service today, got my points added but had to fill out a form to be sent to someone else to "approve" my Rouge status, which may take up to TWO WEEKS! And she said that they will ask me to send in my receipt! Who has time for that? Keep in mind that I have had to spend over $1,000 to become a Rouge member and I chose to buy 2 pricey Fereo products at Sephora because I wanted the additional points. I could have purchased them elsewhere.   I'm so disappointed that I have to wait just to have someone address my problem, and then have to send in proof when it could have been handled correctly at the time of purchase. This is a warning to future customers that don't want to inconvenience anyone else! You're the one that's inconvenienced in the end.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ArinNicole,   I am very sorry to hear that your recent purchase was not added to your purchase history. I am going to send you a private message to assist you fur... see post
email promo
I used to receive promo emails before my beauty status changed to vib.  my sister has been receiving emails, but I have not and do not understand why.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sdeluna,   I am sorry that you are not receiving emails from us. I can definitely look into this for you! I am going to send you a private message to get a little... see post
Can I get birthday gift after birthday??
today is my birthday. But I want to go Sephora next week.  Even if I visit next week, Can I get birthday gift?? Until when is it possible to get birthday gift? Thank you .
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sunny1198,   Happy Birthday! :D You have until February 13th to pick up your complimentary Beauty Insider Birthday gift! :)  see post
How to do i add my VIB to my online account?
I have been a VIB member for years. however when i buy online I can't add my VIB account information 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tl72,   I can help you with this! I am going to send you a private message to assist you with this. :) see post
Not receiving promo emails
I hadn't received any emails other than shipping/order confirmations since I went Rouge. I have missed out on a lot of promos and new product memos because of this  Can I get any help to get the promo emails back? Right now, I have to rely solely on the generosity and kindness of the other beauty insiders on BT for promos, news and codes.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stefanieee,   I am sorry 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 can resolve... see post
my birthday gift is not showing up during the checkout process?
tried on ie, chrome, ipad....
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NingA,   I am sorry for the difficulty you are having adding your Beauty Insider Birthday gift to your order. Our records indicate that you included the Birthday ... see post