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Payment issues
i have problems for checking out in my orders, im from argentina, i need help please!!!
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Beauty Insider
I have two cards I think on two different accounts. I lost my card and so I got a new one.  Is there any way to merge them?
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Free Samples
I just placed an online order and forgot to include free samples.  What happens?  Do they put in random samples? 
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Change my birthday on Sephora
love Sephora!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aiza01,   I just updated your birthday to May 15th :)   Always, Danee see post
15 min sephora touch-up
Will Sephora in a 15 min walk in session do only my eye makeup, including false eyelashes application and eyeshadow?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi r3lawlor,   I recommend giving your local store a call to make sure they can do the false lash application for you, and for more information on what the service i... see post
Merging Accounts?
I accidentally made 2 Sephora accounts, so now I have two: 1 registered as a normal beauty insider and another as VIB. Is there any way to merge both of them to keep all of my points? Thank you so much
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emrp / NEWCOMER / replied
Thank you!   see post
Will Sephora price match Overstock.com?
Will Sephora price match Overstock.com? I just received my order, and saw that one of the items I ordered is half off on overstock.com I was planning to return my item since it's up-opened and buy from overstock, but if Sephora would price match, that would save me a trip. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nataliev, Sorry! We aren't able to match Overstock.com see post
Ordered on 4/25 with VIB Rouge Flash 2 day shipping, order just shipped today (3 days after the fact)...
I placed an order on 4/25/17 with VIB Rouge Flash 2 day shipping.  Your site said flash would not be impacted by delays. That order just now shipped today (4/28), which is 3 days after I placed the order. Where is my order, and how can you fix this issue, since I will now not have the product I need for an event this weekend? Very unhappy. Thank you for your assistance.
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BEAUTY WHIZ RainbowFace / BEAUTY WHIZ BEAUTY WHIZ / replied
Hi. I messaged you with the information you requested. Thanks! see post
Sephora keeps unsubscribing me from emails and postal mail
I first found out that I had been unsubscribed from Sephora emails (including order confirmation ones) and postal mail on 9/2 when I didn't receive an email about the 4x points event. I had immediately resubscribed myself, but I noticed yesterday that I had been unsubscribed again. I resubscribed to emails and postal mail (for the second time) and sure enough, I just noticed that I've been unsubscribed AGAIN.   I have resubscribed, refreshed the page, and then became unsubscribed again. I am just being instantly unsubscribed. I have also tried using different browsers (Chrome and Firefox) and it has made no difference.    Also, on the Email & Postal Mail page, it now says in red "Sorry, our system is currently unavailable. Please try again."   What is going on?   This is what it looks after I subscribe to everything:   And then I refresh the page and see this:     Note: I am still receiving BT notification emails from threads I have subscribed to.      
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BEAUTY BUFF Divinegoddess8 / BEAUTY BUFF BEAUTY BUFF / replied
hi I had the same issue. I keep on telling them. Just call customer service. see post
Rude service and delayed delivery... ONCE AGAIN
Placed an order with flash 2 day shipling. Only thing about my package being delayed 1-2 days is because its considered "hazmat". A day after paying i check my status and it says it will be delayed extra 4-5 days be ause of high order volume.  Contacted customer support and the girl was really disrespectful and said my order might take up to WEEK AND A HALF!!! From 2-4 days to WEEK AND A HALF. She said theres nothing I can do about you, and when I asked to be transferred to supervisor she giggled and said "alright if youre willing to wait" then proceeded to hang up. Sephora used to care about customer satisfaction but sadly not anymore. Also I never receive the samples I order. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi plamzes,   I am truly sorry to hear about the service you received from our Call Center and for the order delay! I'm sending you a private message to assist you. ... see post
Order
I placed an order on April 24th, and it says it's still processing.....?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mkmini,   I apologize your order has been processing since Monday! Due to our Spring Promotion and high order volume, orders may take an additional few business d... see post
Put points on wrong BI number
I made a purchase at a Sephora store and gave them my email address. A week later I noticed I still hadn't received my points. As I am getting ready to return one of the items I purchased, I noticed the problem: the top of the receipt has someone else's name and the bottom has a BI number that isn't mine. They must have typed the email wrong and didn't confirm the name on the account when I made my purchase. Now I'm wondering, how will this affect my return, and how can I get the points for the items I'm not returning? Is there a way to prove that these purchases should be on my account?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nocturnius,   I'm so sorry that this happened! I will send you a private message shortly to assist you further.   Always, Danee see post
Order still in progress for 6 days. Has not been shipped
I'm aware that there are orders in progress, but when will my order ship? I waited 6 days so far and it hasn't shipped yet. Please reply when you can! Thank you  Spoiler (Highlight to read)      
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Browniesrgd,   Due to our recent promotion and higher volume, orders may take an additional few business days to process. I see that your order is currently being... see post
gift receipt return
Hi   My aunt got me some make up palettes for my birthday but the colors are a bit extreme/bright so I would like to exchange it for some more neutral colors. They are unopened and I have the gift receipt but I was wondering if she would know if I returned her gift? I don't want to hurt her feelings.  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kimc66,   I'm sorry to hear the palettes you received aren't working out for you! If you'd like to exchange them, I'd suggest contacting your local Sephora store ... see post
Order "In Progress" For a Week
Hello!   I placed my order on the 22nd. I realized a delay was likely due to the sale, but it's been a week with no ship/track notification. I need to be moved out of my current place by the end of next week. If I had known I'd run the risk of not getting my order before I had to leave, I'm not sure I would've placed it.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aml0028,   I'm so sorry for the delay! I'll take a look at your order then send you a PM.   Always, Danee see post
Received Duplicate Item
Hi, When I received my recent Sephora online order I discovered there were two Nest perfume sets included when I only ordered and paid for one (and the receipt only shows one). What is the protocol for handling duplicate items? Would you like it shipped back or should I return it to my nearest store?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi butttersunset,   I'm sorry to hear this! I'll take a look at your order then send you a PM.   Always, Danee see post
Problems with online order
Hello. I placed an order on the 23rd, and it still has not arrived. In fact, when I look at the order on my profile it doesn't even give me a date on when it is going to ship or a tracking number. It is also showing that 3 products that I ordered are currently out of stock when I know for a fact they were in stock when I ordered them. I also see on my credit card that the transaction is still pending and I'm not sure why that is. This whole situation is quite frustrating, and any help regarding this matter is much appreciated. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rhishere97,   Due to our recent promotion and higher volume, orders may take a bit longer than usual to process. I'm sorry about that! Upon review, it appears tha... see post
Reward Code NOT WORKING
I recently became a VIB member and recieved a 10% off coupon and free shipping coupon. I want to use the 10% off but it keeps saying I need to be a VIB member to redeem it, which i am!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shannonshaw7,   In reviewing your account, I do see that you are currently a VIB member and I'm so sorry the 10% discount code is not successfully applying to you... see post
Shipment in progress
Hi ive made an order on the 25th with flash subscription and it's yet to be shipped even though the site stated that flash would not be affected. I would like to know when exactly my order will be shipped! I need it urgently on Monday and I'm very disappointed by the service
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi avxyz,   I'm so sorry to hear your Flash order is delayed! I'll look into this then send you a PM.   Always, Danee see post
New Website
What's the deal with your new website? Many links are broken or take me to blank pages. The menus drop down for a micro second.  I have to try several times before I can grab a link (that is then broken or a blank page).  Even my Beauty Talk links are broken!  However, Beauty Talk is the only thing that seems to work moderately well if I can get past the screen not scrolling or scrolling significantly past the next item.   I hope this is just a test run or an anomaly that will be fixed shortly (like within the next few hours).  I don't normally complain, but I don't like change and I don't like change that doesn't work.
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BEAUTY MAVEN SteffiNicole / BEAUTY MAVEN BEAUTY MAVEN / replied
I have the drop down menu randomly appear even if my mouse is nowhere near it hahaha. Still insanely slow for me though, I have no problem with any other website except ... see post
Pending order
My order has been pending for days now. I was told twice already that it might take 2-4 business days to ship out and that I would be receiving shipment information very soon. Still nothing!! Can you please tell me where my order is and if/when I will even get it?? PLEASE??
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi victoriap5295,   I'm so sorry for the delay! I can take a look at your order then send you a PM.   Always, Danee see post
I DIDN'T RECEIVE MY POINTS ON AN IN-STORE PURCHASE !
I just went to sephora today, and the cashier asked me for my email , so I could add the points to my account, but my purchase isn't showing up in my history and no points have been added. How can I add them to my account? I would really appreciate your help, thank you.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beatriz02,   It can take up to 24 hours for the points to be credited to your account. If the points are not credited after the 24 hours, please send me a private... see post
Wrong samples
I had ordered 3 samples along with my order and they sent me 3 completely different ones than I selected. Has this happened to anyone else? This is now the third time they have done this and I'm starting to get a bit mad about that.
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KarenxD / NEWCOMER / replied
i ordered three samples that i was SO EXCITED about. It was the Lancome dual finish versatile powder makeup, the amazing cosmetics amazing concealer, and a perfume from ... see post
VIB Sale: Got sent wrong item, and totally wrong samples!
  I was so excited for the VIB sale and ordered my items in two separate shipments, but in both  I got sent totally wrong products, and all my samples were wrong! -- men's cologne (multiple of the same type!!) even though I'm a woman and didn't order them!       Worst of all!! PRICE DIFFERENCE!   I  ordered the full-size "Benefit They're Real" mascara worth $24 but was sent a $5 Sephora "The Perfectionist: Airbrush Sponge"    And as nice as men's cologne is... who needs three mini samples rather than the three that I hand picked, really excited to test the products     Has anyone else had a similar experience with this sale? Maybe the demand was just too heavy? Really disappointed as this was my first large haul, and my first time being VIB for a sale
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @adryonsk,   Sorry to hear this! I'm going to send you a private message.    Best, Mali see post
Order Processing 7 days later- Frustrated!
I ordered a hefty bit of stuff from the site on 4/21. It is now 4/28 and I haven't even received an email that my package has shipped. I have never had an issue with the website. I've ordered from ViB sales prior and got my shipping information in a couple days, or even same day from ordering. Not sure what is going on, or if I should just expect my packages with no shipping information? I just keep getting told there is a 2-4 day delay with no further information.
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victoriap5295 / NEWCOMER / replied
Hi can you please look into my order? My order has been in progress for days and I'm just wondering when it will be shipped out? I was told 2-4 business days but it has ... see post
Sephora's new Lasership shipping
I have Flash shipping for a year and the delivery has always been on time but recently they switched to Lasership and its absolutely horrible. First order I had after Sephora switched to them, was delivered at 9pm .... but at least that was delivered. Since then, I have 3 orders delayed now, the "tracking info" just says out for delivery every day until like 10pm when it will say "delay from Ashburn, VA", my product isn't even being shipped from there??! My products are now late by like 4 days, not to mention the one time they actually did deliver (the first time), the box was in terrible conditions, it was ripped in multiple places and was covered in dirt. Sephora needs to switch from Lasership. Is there a way I can go back to having my products shipped by UPS? 
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nxicole / NEWCOMER / replied
I emailed sephora and nothing :/ see post
I made a purchase at Sephora in JCPenney store on 4/24/17 and had them scan my monthly Sephora Play! card for the 50pt bonus.
In looking at my account it shows up as a 100pt reward redemption. I did not redeem points for any rewards. I have actually been trying to increase my points for one of the larger rewards. Please review my account and correct this. Thank you.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi divaindenial,   Sorry about that! I will PM you to help with this now. see post
Still did not get shipping confirmation !
I placed my order on April 19 and i still did not get anshipping confirmation. Some items in my order are already out of stock i am afraid they won't be fulfilled in my order. Can i know if my order is cancelled or shipped ?
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Emjustine / NEWCOMER / replied
Could you also look into mine please? I have several orders from the sale and none have shipped yet, but if the items are out of stock I'd rather wait for them to come b... see post