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Q. Loyalty Reward email??
Am I a beauty insider but why didn't I receive any Loyalty Reward email? 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi TroenFem!   Thanks for reaching out to us, and I'm sorry that you haven't received your Holiday Rewards Card yet. I'll send you a private message shortly to furth... see post
Q. did not receive order
My order was said to be delivered on Thursday, 12/1 at my front door according to OnTrac's tracking system, but I never received the package. My apartment mate was also home during the time the order was said to be delivered but it never showed. I emailed Sephora's Customer Service, but because there was no reply I ended up calling yesterday afternoon instead. The representative let me know that a lost package claim with OnTrac would take up to eight business days to complete. I was wondering how I would know when this claim is fully processed - will i be notified through email or some other method ? In addition, I am leaving my apartment for a month for winter vacation soon, so I'm feeling really anxious about what happens after the claim is filed when I am no longer at my apartment. Please help, thank you
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Q. order unseccessfully authorization
Both of my order shows the statue: unseccessfully authorization, and I didn't recieved any canceled order emails. what's wrong? what should I do?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NinaWei!   I'm sorry to hear that you're having trouble placing your order. I'll send you a private message to further assist you. see post
Q. Terrible VIB Rouge Customer Service?!?! Frustrated.
I am so beyond frustrated with Sephora right now, and I have never had this problem. I need to know if anyone else has!   On December 1st, 2016, I became qualified for VIB Rouge. I was super excited and accepted my welcome kit! My status under my account changed to VIB Rouge and told me I would be rouge until 12/31/16. I then spoke to my friend who is a manager at Sephora, who told me if I waited until January of 2017 I would have been Rouge that entire year AND All of 2018. So basically since I purchased a month early, I lose out on an entire year of Rouge which everyone knows is not an easy status to obtain.   My friend than began to inform me that if I call customer service, they will honor it and extend me until 2018 since it was only a month early. I was thrilled! So I called the "exclusive" Rouge hotline to speak to a customer service rep. When she answered, she was at first polite, but shortly grew impatient. I repeated my question about 6 times, and she told me that she couldn't understand what I was saying. I asked if I could speak to someone else, and she grew nasty with me. I have never hung up on a rep before, and I finally did. So I picked up the phone and called the number again. This time I have reached a completely inexperienced woman. I asked her the same question over and over that I asked the other rep. She put me on 4 holds because she didn't know the answer to anything. All I simply asked is if they could honor the extra year of VIB since it was only a month early, or if I could possibly return my items and status and wait until January to purchase. This is not the route I want to take since these are gifts for my mother. The woman finally informed me that her supervisor would not honor it. So I asked if I could speak to him. Note: I have 1 friend who does and another who does not work at Sephora, whom have both had these honored in the past. I have been on the phone for over a half hour and have barely spoken to anyone.    As I am on hold waiting to speak to a supervisor, I want to ask if this has ever happened to anyone else before? Have you guys had trouble with the customer service reps on Rouge or even the regular line giving you so much trouble and not a bit of understanding? I hope this issue can be resolved. I would hate to cut ties to Sephora since it is my favorite store, but I am just disappointed as a whole.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jmf2004!   I'm so sorry to hear about your experience, and I apologize for any confusion as well. I understand that because you reached VIB Rouge so close to Janu... see post
Q. No VIB Rouge Loyalty Code
Hi there, I'm VIB Rouge and have not received the $50-$25 offer in my email, nor did I get the mailer.  Please advise ASAP.  Thank you.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi feminista!   I'm so sorry you haven't received the email containing your Holiday Rewards code yet. I'm going to send you a private message shortly to help you out... see post
Q. loyalty reward code never came
I haven't received my loyalty rewards coupon code in my email box, but I did receive a card in my mail box. Pls help.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi cherrydc,   I'm so sorry you haven't received the email containing your Holiday Rewards code yet. I'm going to send you a private message shortly to help you out!... see post
Q. STUCK on Canadian website
Hi - hoping that I can get a better response by using this forum, as I emailed through the same query and the "information" I received back was simply the phone number.  Can I please get a real answer or solution?  I do NOT have a phone as I am only visiting here short-term and heading back overseas shortly.   For some reason, I am TRAPPED on the Candian version of Sephora.com and can't get it back to the US version, even though I'm in the US, I will be using a US credit card, and the products will be shipped to the US.  I'm not sure why it's still re-directing to the Canadian website...   I have tried clicking on the link to visit the international pages, I have restarted my browser, and even my computer.  I hae cleared all of the browsing history and cookies.  I have tried clicking on the link from the newsletter that's emailed to me.  I have tried to visit the site through a proxy.  No matter what I do, I'm still getting stuck on the Canadian version - with the Candian prices and the product restrictions (which, of course, include products that I am trying to order)    
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Aussiemate.  I'm sorry you are having problems with the website.  I'm not sure why you are getting directed to the Canadian checkout.  If you go to www.Sephora.com, i... see post
Q. Why aren't I getting emails?
I haven't gotten a sephora email in months, even tho i'm a VIB, so I'm missing out on all the offers! Why is this happening?
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BEAUTY BRAINIAC laurenmichelle1 / BEAUTY BRAINIAC BEAUTY BRAINIAC / answered
A. I have the same problem!!! I've called customer service and changed my email and still nothing!!! 😥 see post
Q. Is Formula X being discontinued?
I noticed that all Formula X products are heavily discounted. Is the line being discontinued?   I love Formula X and will miss it at Sephora if it is gone!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AlyssaM94,   We don't have specifics but the brand is currently available on Sephora.com and it looks like everything is just on sale. Please stay tuned for new i... see post
Q. Missing Free Samples from Order
I received my Sephora order in the mail  today but I didn't receive the 3 free samples from Sephora that I selected when I made my purchase. This is the first time I purchased through the Sephora app, and also the first time that I have not received the samples that I selected with my order....
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AlyssaM94,   I apologize your samples were missing from your order! I'll send you a private message so I can assist you further.   Always, Danee see post
Q. How do I link my beauty insider card to my online account?
I have many points on my card (and I actually just got upgraded to VIB so I have that card too) but my online account still says I have 0 points. How do I link my cards to my account?
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Bridget1995 / FRESH FACE / answered
A. The exact same thing is happening to me, and now i missed out on 164 beauty points because i wouldn't let me sign in as a VIB see post
Q. How do I add my existing beauty insider card to the sephora app?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lyzzaaaa,   You might have two accounts that aren't connected, I'll send you a PM about this! see post
Q. Cannot redeem my birthday gift
I received an email from Sephora telling me to redeem my birthday gift, it is also on the beauty insider offers page, but whenever I click redeem offer, even after adding other things to my basket, it doesnt show up, even if i click checkout. I'm also in the UK right now so I can't ring Sephora's number without it costing a lot. Any help would be appreciated.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi CaitThePlate,   If you are placing a UK order, regretfully, we are unable to ship the Birthday Gift internationally. However, if you are temporarily in the UK, pl... see post
Q. Is there a physical magazine that could be sent in the mail?
   I was not positive if there was a physical magazine that could be sent to my home. I am aware of the email subscription; However, I normally don't look through my emails. Thank you for all your help -Maddie
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi MaddieMoreland,   I'll send you a private message to provide you with more information!   Always, Danee see post
Q. Placed online order in store, just want to track my shipment!
Yesterday, I went to Sephora to pick up the Anastasia Beverly Hills Modern Renaissance Palette. Sadly they didn't have it in stock, so they offered to order it for me online. The cashier asked me for my shipping address, name, and phone number, but did not ask my email address. I thought maybe since she asked for my phone number, this order would be linked to my beauty insider account since that's what they always ask me for when they look up my account. However, nothing is showing up on my online account and I didn't get a confirmation email (since she never asked for it). I have a receipt with the order number. Can this be linked to my account somehow??
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi haleytribe,   I'm sorry to hear that! I will send you a private message shortly to assist you with this.   Always, Danee see post
Q. Linking accounts
Can someone help me link my VIB account with my online account? Please and thank you!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @bree555,   I will send you a private message shortly in regards to this. Please check your messages shortly. Thank you.   Best Wishes,   Janean see post
Q. Where can I view my reviews? Like a list of all the reviews I have written?
I can't for the life of me find the link or page that would list all the reviews I've written on my account. I feel like I've looked through every menu on My Account and can't find it. Sorry if I'm being obtuse, but where do you go in your account settings to find an overview of all the reviews you've submit?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A.  Hi Cheyneromero, Sorry it is a little hidden! You can actually view them on your Beauty Talk profile page. Scroll all the way down and you will see My Product Reviews. see post
Q. How do I add points to my account by using a receipt. I did not use my vib card in the store?
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Shauntelw, I will send you a message to help. see post
Q. Extra item on receipt?
Don't ask me why I'm obsessing over this, as I'm sure I already know the answer, but I just want to make sure. I purchased a couple items last night and noticed that it had a $0.00 "Mini Makeover" on it and I assumed it was a sample or gwp. I was excited to see what little treasure had been thrown in my bag but to my surprise, there was nothing! And before you say it, no, I did not get a makeover while I was there, lol. Or anything that could have been perceived as such. Was the associate just trying to make the store look better by saying a makeover was given or is there some gwp/promo sitting on the register counter?! 😱
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi add1ct3d,   I'm sending you a PM to request a bit more information from you! Please check your inbox shortly.   Always, Danee see post
Q. unsuccessful authorization??
Hello overall this Sephora experience has been extremely tiring and frustrating and I just need some assistance. I don't seem to be the only one facing this problem so I hope to get some response. I live in another country so I can't call Sephora. Using a gift card I purchased, I placed an order from Sephora and sent it to be delivered to a US address. The value from my Paypal to pay for the gift card was deducted and the value of my gift card was deducted according to the confirmation email sent out (even though my order didn't go through). I did not get an email saying that my order was unsuccessful which seems ridiculous to me and had to find out myself. I cannot think of any reason why the order didnt go through considering I used a gift card. Please reply as soon as possible as there is no other way I can get in contact with Sephora and it's extremely frustrating sitting here with no makeup and my money deducted. I feel cheated. Please help, thank you. Sephora did not respond to my email.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @merlionnosue,   I am very sorry about that! I will send you a private message shortly with more information. Thank you.   Best Wishes,   Janean see post
Q. Can i transfer my beauty points to another email?
Hi! I wanted to know if there was a way to transfer my beauty points to another email. The one they are on now is old and I don't use it anymore, so I wanted to know if there was a way to put the points I have now on my current email. if someone could help me I would really appreciate it
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sofiaxrose,    I would be happy to assist you with this! I'm going to PM you. Please check your inbox when you have a moment. Thanks!   Best, Mali see post
Q. can anyone check on the status of my order placed Nov14? It has not been shipped
can anyone check on the status of my order placed Nov14? It has not been shipped
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Reboulmch, As stated at checkout, we have had a 1-3 business day processing delay. The usual total delivery time for 3 Day shipping is 4 business days, so you should ... see post
Q. beauty insider error
I made a purchase with Sephora, signed up for an online account, and tried signing up for Beauty Insider so I can earn points for the purchase.  However, every time I try to sign up I get this error:  Error happened when save the BI account: the email or ATG ID is already linked to another account.     Could you please help correct this so I can earn points for my purchase?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. I am closing this thread. If you have a similar issue, please create a new post under the Customer Service board or you can send me or any of the other mods a PM. Thanks... see post
Q. Complimentary makeover for VIB
Hi, I have "Welcome to VIB" pack with a complementary makeover voucher for customized makeup application. Silly question but: what exactly may I book on  http://www.sephora.com/store-locations-events?tab= services as there is no specific "customized makeup application" service? Is it custom 45-minutes makeover or one-to-one 90-minutes session? Or is it anything else like 15 minutes mini-makeover? So far I see that there are only two booking options - 45 or 90 minutes. So which one am I eligible to book for free with this welcome to VIB voucher?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Darina, Sorry for the confusion! It is for the 45 min Custom Makeover.  see post
Q. Wrong Item in Package
I got my package today but I got a different item than what I had ordered. I know there's a number I can call about it. But would I be able to go into a Sephora store to swap the received item for the actual item I ordered? I did order the foundation during the VIB Rouge sale so when I swap for the right item, would I be charged the difference between the VIB price and the original price?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KoolCat2, Oh no! You won't be able to swap it in store. I will send you a message to help. see post
Q. Someone else is using my VIB account
It seems someone on the other side of the USA is using my beauty insider number make purchases. Could it be that there is a duplicate number? Its happened twice same store 6 months apart. They've redeemed points I was saving, and when I contacted customer service they stated there was nothing that could be done besides changing the email address and name on my account. But it just doesn't seem correct.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi six2midnight,   I'm so sorry to hear about this! I'll look into this for you then send you a private message.   Always, Danee see post
Q. Unsuccessful Authorization
I just noticed that my order status changed to  Unsuccessful Authorization. But  my credit card account show me the transaction is successful and I ordered few times before and everything was good. Does it mean that my order is canceled or what?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Nastycorps, Yes, if it says unsuccessful authorization, the order has been cancelled and the pending authorization should drop off within 1-7 business days. I will lo... see post
Q. Linking my Beauty Insider card with my online account
I have had a BI card for a long time but just recently created an online account. The points that I have on my card never transferred to my online account. I would like them to add up. Can you help me with this?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi LaurenceS,    I would be happy to assist you with this! I'm going to send you a private message. Please check your inbox momentarily. Thanks!   Best, Mali see post
Q. Cant use Store Credit Online
Why cant store credit be used online ? I dont understand, the money goes to Sephora regardless, and there are so many items that are online only. I know i cant be the only one that hates this, it makes me sooo mad becuase i hate going to store when i can place orders online from home. but then if i ever return something without a receipt i get stuck with store credit that just sits in my wallet forever. is sephora ever gonna change this ??
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BEAUTY PRO ChristyMW77 / BEAUTY PRO BEAUTY PRO / answered
A. Just drove 2 hours round trip with a toddler to make a return...it was put on a store credit instead of a gift card and now I'm home and can't use it online. This sucks!... see post
Q. VIB Promo Code won't work
Hi! I am a VIB of Sephora, but when I try to enter in the promo code, it says that the code has expired and it cannot be applied. I called Friday about this and the representative said it should be fixed by night, but it hasn't. Can anyone help me with this?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi loppysloppy,   I'm so sorry for the trouble you are having using the VIB 20% discount code, 20VIB, at checkout! I'd suggest visiting our website on a different br... see post