My BeautyTalk Profile
Who's Online / 3,595 users
Customer Support
Showing results for 
Search instead for 
Do you mean 
Reward Missing From Order
I figured this would be the easiest way to receive a response because I was on hold for over 20 minutes with Customer Service before I just gave up.    My order arrived yesterday and everything was in the box except for the 500 point Best of Dior reward that I ordered. I checked the receipt and it was on the receipt and my point balance did go down 500 points, but I did not get the actual reward. I'd rather have the reward than the 500 points back, so I'm not sure if just the reward can be sent to me because I really don't need to buy anything else right now.
see post
SPECIAL GUEST imababymuffin / SPECIAL GUEST SPECIAL GUEST / replied
I was missing mine too! Were they able to send it? see post
Mssing Perks
I just received my order and redeemed 900 points worth of products. However, the Dior Best of Dior set and Kat Von D Tattoo Liner were both missing. I really wanted the Dior set and no longer see it on the site. Is there any way I could have this sent to me instead of getting the points back. Also, is the eyeliner still in stock? I ordered another one and hope it won't be missing in that order as well. I placed an order just to get these.
see post
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.
see post
SPECIAL GUEST imababymuffin / SPECIAL GUEST SPECIAL GUEST / replied
I completely agree! Why do they ask us to pick them? I too ordered the oxygen mask as well as a purfume, I recieved two foundations in colors that couldn't be more wrong... 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.  
see post
HALL OF FAMER Samtian / HALL OF FAMER HALL OF FAMER / replied
@DaneeBT Were you able to find anything out? see post
Does Sephora offer a military discount in store?
tbanh / NEWCOMER / replied
What about in store? 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.  
see post
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
see post
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 is taking money for my orders but none of the orders have been confirmed!
So I have been trying to purchase the items in my bag for the sale.  When I get to the "Place your order" page, I press the button, and it takes forever to process and then it says that my order has been cancelled due to some sort of number code reason.  I have repeatedly tried to place an order and none of them have gone through.  Then I went to "My orders" and checked to see whether any of these orders actually went through and none of them have been confirmed on my order page.  But I recently checked my bank account and it's stating that sephora is withdrawing my money for each time that I tried to place the order (approximately  12 times) even though the website explicitly said that my order was cancelled!  Over all, sephora has withdrew almost $3,000 from my bank account!!!!  This is ridiculous!!!     Can a mod please contact me to fix this!!!
see post
GlamQueen87 / NEWCOMER / replied
These overcharges seem to be an ongoing issue dating back to the year 2013! It's a shame that this company has done little to fix this. I will never ever order anything... see post
Sephora's Beauty Box
I haven't received my April's box.
see post
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
VIB and online account
Hi, I need help linking my VIB card with my online profile
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Asia8, I will send you a message to help. 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.
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Samaraaaaaaa, I will send you a message to help :) see post
Unsure how to use my VIB card online
I have a VIB card in store and have never logged on to sephora online before. I'm not sure how to use this card on my account. Please help! I want to make an order soon and want to gain points on my card. Thanks
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Commenting to let everyone know that I'm closing this thread! If you need your accounts combined please create a new post in the Customer Service board and a mod will be... 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.  
see post
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
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$
see post
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
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!
see post
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
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".
see post
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
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
see post
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? 
see post
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
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!
see post
BEAUTY BUFF ExcuseMuahh / BEAUTY BUFF BEAUTY BUFF / replied
I have responded to your PM 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! 
see post
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!!!
see post
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
New customer
I am new to sephora, I got my card in store then started an online account. How do I link the 2?
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Iamtierrasheri, I will send you a message to help. 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??
see post
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
Consolidate Two Emails.
I have two emails and once I changed to the one I currently use, I became Rouge but never receive any emails here. I have changed back to the old one but can someone help me merge the two accounts? It told me I had 144 points on the old one. Thanks In advance.
see post
isabellatown / NEWCOMER / replied
Hi I need help with that too. Want to close two of three accounts and consolidate into one and consolidate all the points. see post
My order didn't process yet I was still charged 6 times!!
i tried to order the sale UD lipsticks this morning. Each time I tried I got a message saying unable to process your order with the information provided. I tried two different cards and neither worked. Then afterwards I checked my bank account and my debit card was charged FIVE TIMES and my credit card once. Yet, I still did not get to order the lipsticks. So I called the rouge line and the agent was extremely unhelpful!!! He told me the money has not actually been taken from my account, but it's a "hold" THAT WILL TAKE 1-7 BUSINESS DAYS to be returned!!!! Now let me tell you. The $200+ is DEFINITELY missing from my bank account t and I have rent to pay in two days!!! I need my money back! This is absolutely ridiculous and the agent on the rouge line was so so so unhelpful. He basically said what do you want me to do, I can't send you an oos product but here, have 100 points and maybe a deluxe sample will make you feel better? Like no!  He told me that my billing address is blank and he has no idea why. I have not changed my billing address on my account, I order from Sephora VERY frequently and have never had this issue before.  So basically - I tried to order the lipsticks. I didn't get them, they ones I wanted are OOS now and I am without $200 for 1-7 business days. That doesn't include the amount charged on my credit card too! That is just the amount taken directly from my bank account!! 
see post
BEAUTY BUFF ExcuseMuahh / BEAUTY BUFF BEAUTY BUFF / replied
Omg!  That is horrible....something is seriously going on with their Customer Service!!!   I am having issues too just placing an order through the US Site and it keep... see post
Sephora Customer Service (...or lack there of??)
First off, my apologies if there's already a convo thread on this and I'm starting a new one for no reason...   Is it "just me" or has Sephora Customer Service been atypically TERRIBLE lately????  Not trying to start a hate-Sephora rant here, but I'm a loyal beauty ("goo") junkie who has had the not-Sephora experience in recent months.  Store associates are disinterested, the hold time to call Customer Service is, well, FOREVER...and NO ONE ever responds to emails.  Captain Hurt Feelings over here, hearts my heart...We love you Sephora, where did you go?
see post
nano101 / NEWCOMER / replied
I hope your order gets through too *fingers crossed*  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!
see post
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
transfer points
I accidentally opened a second account for my Play account.  Can I transfer points from my old account to my play account?
see post
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
Helloooooo Sephora Canada??
HI,   ive been patiently waiting for Sephora Canada to get new stock of their Dr. Jart Premium Bb cream and Black Label Detox BB cream.  I keep getting expired creams sent to me and even the stores are carrying expired ones.  Just read a recent review here and it said that this person also got an expired one.  Hello?!  This is getting ridiculous.  Both these creams have the same expiry, 2016 03 07.  It's April now. These are the only 2 bb creams that I'm out right now and absolutely in need of and there's no way of getting my hands on them.  Please get some new stock in pronto!!!  
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jube0506,   Sorry to hear that! I am going to send you a private message regarding this. Please check your inbox momentarily. Thank you!   Best, Mali see post