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Customer Support
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minwoo
I Am Still not receiving any promo emails.
Hi, I've been a VIB for two months now and I have not once receive a promotional email.    I know I've missed out on quite a lot of promotional etc. and I have yet to see the benefits of being a VIB.   I had send an email earlier in September 20th  #8748-442 383896-674 2 and had made a phone call regarding this issue just last week.    I had two accounts with sephora. The first one "A" I had always used. I signed up for the second one "B" and never used it so all my points are in "A". When the email I used for "A" stop working I cancel my email subscriptions and account from "B" and change the email in "A" to the email address in "B". Since then I have not receive a single promotion emails from sephora even when I resubscribe to the newsletter portion and even when I send email and call asking about it. 
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chancyxue
I HAVE THE VIB CARD, BUT WHEN I REGISTERED MY EMAIL, MY STATUS DIDN'T REGISTER....
I went to shopping at sephora and earned a VIB status,I got the VIB card.But my online status was still beauty inside.How can I merge account?Is any one can help?THX
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lidalusiana, I'll send you a message to help!  see post
saridyn
Q. Rude CS Experience - Put off Rouge
I was put off by a recent experience @ my local JCP Sephora where I was returning an item that I tried out and ended up not liking. Granted, I am an avid active online shopper so I do mostly all my purchases online and sometimes a few in that particular store, and if I, after careful consideration, decide the product is not for me, will return it because who needs products not used lying around? Therefore, I ended up only visiting this location to return these products, so the reps here recognize me. I am in the store today and waiting patiently for someone to walk up to the counter to assist. A rep comes up to me and the first loud greeting I get is, "so what are we returning today?" ---__--- honestly, that was so rude and so unnecessary!! Not only is she making me embarrassed about my return, but the next statement is, "you always return the good stuff" and then proceeded to glumly, almost like irritated, help me with my return. The Rep next to her must have noticed that I was slightly glum at this point, because she flashed me a smile and tried to be nice to me and asking me how I'm doing, etc. Only after that did the rep assisting me try to "play" nice. This experience is prob one of the few worst I've had and will make me look for another location! Re-training is needed for that rep! Stat!
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Oh no! Sorry to hear about that Saridyn :( What location were you at? I would like to forward your experience over to the management. Let me know if you want anyone to... see post
Jamie23
Combining accounts
Hi, I would like to combine my accounts. I have a VIB account in store, and I made two online. How can I combining those accounts? Will my points be combined as well?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tarnished,    I just sent you a private message to help!  see post
Tina1995
Can I add beauty insider points from past online purchases?
Can I add beauty insider points from past online purchases? The purchase is in my purchase history but the points aren't since I made my purchase and did not realise I had to sign up for the beauty insider separately. Therefore the purchase was done before I joined beauty insider. Can I still add the points?    
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kbmatthews
BI points - Canadian online purchases
Could a mod please PM me please? Looking for a solution to update my points since they've been calculated in USD not CDN, and I've gone though my purchases to figure out the difference I'm missing.   Thanks!
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JenniferAshley
JenniferAshley / NEWCOMER / replied
I have the same problem!  I called customer service yesterday and the person on the phone said there was nothing they could do.  I would love to get help on this problem... see post
lhy2
I am not getting VIB emails
Hi:   I found out from my friend that there is an upcoming VIB sale, but I'm not getting the email despite my VIB status. In fact, I never receive any promotional emails from Sephora. I checked my email address and my subscription settings, they are all correct.    I checked my mailbox and junk mail and still nothing.. 
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JoiLT
SPECIAL GUEST JoiLT / SPECIAL GUEST SPECIAL GUEST / replied
Hello,  I am also not receiving emails.  I have added Sephora to my contacts/address book.   see post
alexiis
returning used products?
i've heard people say in reviews that they've tried something & didn't like so they will be returning it. so.. you can return a product once you've used it? does sephora just toss it then?
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LivNg
LivNg / NEWCOMER / replied
Hi, I purchased Lancome Visionaire Serum and Eye Cream couple weeks ago. However, these are too strong for my skin; I still have the receipt but the boxes are no where t... see post
fatimamummy
Are they gone forever?
Can any of the MODS tell us if there is any chance for these products to come back in stock or they are gone forever. Thanks   1: cheers to FAB ( First Aid Beauty) 2: ABH Tamanna palette 3: Too faced melted kisses 4:  L'OCCITANE L'Amour Shea Butter Travel kit    
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
Thanks for your tip Diana, I stalked all this sets and was able to get cheers to FAB a few hours ago yay.I wish if not all, ABH palette come back in stock too :) see post
JLNGO
Return without Receipt
Hi, I received double of face creams on my birthday, and a gift-box set all from Sephora on my birthday this week. I decided to return one face cream and the gift box. The value in total was $130 ($60 + $70). I went to Sephora yesterday morning, and the only thing I was seeking was a replacement head for my Clarisonic, which was $30. I asked the girl at the counter if I can swap it, and she told me that there was a difference, and I still had $100. I told her I did not want to purchase anything, because I got a lot of beauty care for my birthday. She told me she could not process the transaction because I MUST purchase something in order for it to go through. I asked her if I could get credit, she said with the "new policy" that was in effect in September, she could not do it. I told her I did not want to splurge $100 on just 'whatever' just to get rid of it. I shop at Sephora, but very rarely (I have a total of 950 beauty points starting from 2010, a span of 4 years, so I do not shop a lot there). I only shop at Sephora when I really run out of something, and I make sure I use up all my product before I purchase a new product. She told me she will process the $60 return (giftbox) for the Clarisonic head ($30, which I had to get another one to even it out ot $60), and for the other item ($70), she told me to hold onto it and whenever I need something at Sephora, come back and return it since gift receipts don't expire. I told her I probably won't be purchasing something from 6 months to 1 year, as you can tell from my purchase history, and she said that is fine. I explained to her that having this item in my room rotting for a year, when someone who needs it could have purchased it makes no sense. She kept assuring me that it is okay but it made no sense for me. Can someone confirm to me that there is a new "return policy" that does not issue store credit? And do gift receipts really do not expire? I mean, she is right, I can come back in one year with my gift set and gift receipt and she will happily accept my return... but I mean, I hope they do not re-sell that item. Sorry for the long post, hope someone can clarify this.   I forgot to mention I am from Toronto, ON.
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
I confirm that Canadian stores are no more offering store credit. Recently I returned a C$37 lipstick and was told I have to buy something of equal or higher value at th... see post
irinemj
CAN SOMEONE HELP ME WITH LINKING MY VIB CARD TO MY ONLINE ACCOUNT?
CAN SOMEONE HELP ME WITH LINKING MY VIB CARD TO MY ONLINE ACCOUNT?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi irinemj,   I can assist you with this. I am going to send you a private message to help! :)  see post
NishwaG
Foundation Exchange....
Hi there    So I bought a nars foundation a few months back for contouring purposes, but then ended up using their bronzer for contouring (it worked better too) Anyhow I dont have the reciept for the nars foundation but I wanted to exchange it for another product....would I be able to do it? I bought the nars foundation in store and also this is the very first time i'm returning/exchanging something at sephora as I pretty much fall in love with all their products and never have to return or  exchange them 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NishwaG,   I recommend reaching out to your local store directly to see if they are able to exchange the foundation for you. If the product was purchased less tha... see post
unblownkisses
PTR 24K Gold Mask?
Is the mask going to be sold individually any time in the near future?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Looks like there are no plans for us to have it individually for awhile- but I recommend buying the whole set now if it is still available! :)  see post
svetlankampei
Order cancellation
Hello. I'd submitted an order #2990934100 at  August 7, 2014 and recieved the following email from Customer Service a fer hours later:    "Hello Svetlana, Thank you for shopping at Sephora.com. Your order 2990934100 has been cancelled. For your own security and protection, we have cancelled your order because we were unable to confirm your payment information."   I'd checked all the payment information in my profile and I was right. I also made some orders before and everything was ok.  The money I'd paid for this order were blocked and I couldn't use them to resubmit the order. The status of the order in my account is "U nsuccessful Authorization".  Please, help me. Is there any opportunity to retry to authorize the order?  
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alley81
SIGHTSEER alley81 / SIGHTSEER SIGHTSEER / replied
Wow! So I see this is a problem and not just with me! I placed quite a few orders and they too were ALL cancelled (which has never happened before) so I called customer ... see post
blackunicorn
Returning something shouldn't take 15 minutes.
Hello Sephora,  one of the things that I like so much about Sephora is that I can (usually) return any item, no question asked. I never return anything that has been opened, but I buy a lot of gift at Sephora so it's good to know that if it doesn't work, I can return it.   Fast forward to yesterday. I had to return two items, Benefit 3 Scoops O' Sexy and a Sephora Sharpener. Both items are in their original packaging, never been opened. The first item was for a gift, I sadly didn't receive it on time, and the second item I though I could sharpen smaller pencils with it, but I couldn't. So I went to the store in Dix30, to return the items.   First SA tried to help be but she wasn't familiar with returning items ordered online so she called her manager. I'm not sure it was the manager though. She first asked me a lot of details about why I wanted to return the items, and tried to convinced me to keep them. She then told me that that my online receipt was no good, because it didn't have a price on it (it's the receipt that comes taped to the box, they never have price and it's the only physical receipt that I get, except for the one that they send me by email.), so I gave her my rouge card so that she could look it up in my order history, but she couldn't be bothered.  Also, she said it was really complicated to make a refund because I had ordered from the US website, not the canadian one. And she argued with me that I had to go to the canadian online store next time. I tried to explain to her that there was no such thing a canadian website, it's the same, except you can switch the pricing, she didn't get it and was still arguing with me. I know that I am right about this. Then, the box (Benefit item) has the US price on it (the store had the Canadian price on the box), so she told me that she would refund me the US price ($42), because that's what I paid, not the Canadian price ($50), because I had ordered from the "US" website. I had to argue, again, that I had paid the canadian price, + taxes and duties, so please, can you look up my receipt with the price on it so that you can refund me the correct amount? I had to dig the receipt into my inbox to show her. I shouldn't have to do that. Once again, I know I was right. Last thing, she said they can't do refund anymore and that she would give me a store credit. I had bought the items maybe 10 days ago, had received it the day before and they were brand new, never been open, in intact packaging. So no, I don't want a store credit. Had to argue one more time.   Oh, and one more thing. That one is not her fault though. They didn't have the BareMinerals sample for Rouge and VIBs, even though I received the email 2 days prior to that. Bummer. It's always like that. How in the world, do I know more about Sephora's website and its return policy? If returning an item is going to be like that from now on, I'm out. And why do the staff has to argue with me? Can't they just look it up or ask someone else if they don't know?   That was rude, impolite and seriously ridiculous.    Bye.
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blackunicorn
BEAUTY GURU blackunicorn / BEAUTY GURU BEAUTY GURU / replied
Thank you Diana, it's the store in Brossard, Québec, Canada. You could also let them know that I was in the store for half an hour after the event, wanting to purchase a... see post
Luxx22
Missing item from my Order (Canada)
I ordered a palette from Sephora, and it was never included with my order - I'm located in Canada, I called the CSR and said they were refunding me, but I have not seen any updates or an email regarding them refunding me...is my refund processing?
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Luxx22
SPECIAL GUEST Luxx22 / SPECIAL GUEST SPECIAL GUEST / replied
ok thank you :) see post
cami0302
Unsuccessful Authorization. What does it mean?
hello, i made an online order yesterday but the current status is: Unsuccessful Authorization. What does it mean? i call my bank and the payment went through so i don't understand what the problem could be. Thank you Camilla
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Camilla,    I just replied to your other comment! We need you to call us at 1-877-SEPHORA so we can verify the information on your card as well as your shipping t... see post
JessieYang
unsuccessful authorization
I placed an order on 20-Oct,   I had no problem checking out and everything went smoothly. I got a confirmation email telling me that my order had gone through, and the money have been taken on from my credit card. But 2 days passed I haven't receive the shipping email,  therefore I logged in to check the order status, and found that it says unsuccessful authorization. Pls check where's the problem, because the billing address is correct and I use in all other online shop it works.   Pls help me to slove this. Thanks for your kindly help.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cami0302,    We need you to call in at 877-SEPHORA to verify the information on your card with your shipping and billing so we can process your order. Thanks!  see post
StephanieSun
Unsuccessful Authorization
I placed an order yesterday and got an email today saying that my order is cancelled, and it says " Unsuccessful Authorization " on the payment status.  I have used this credit card for online shopping multiple times before and it never happened. So could anyone help me please?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I would try the order again- if it still does not go through you should contact us by phone. It's possible we may just not be able to verify the information and will n... see post
meanreds
Too Faced Everything Nice
I just tried to purchase the Everything Nice palette because I didn't want to risk it going out of stock if I waited for the sale, and it's already OOS!!! Please tell me I didn't wait too long, will Sephora get more in stock?  The closest store is about 2 hours away, so I get 90% of my Sephora purchases online.  
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ronilene
ronilene / NEWCOMER / replied
I also wanted to purchase this. As a holiday item, I anticipated we would at least have until November 1 to buy it!  Is there a way to be put on a wait list for this? see post
Val75
Could a mod please PM me please?
I need your help with my order 3038446412
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Val, I'll send you a message.  For future reference, you can always send a moderator a message at any time if you need to speak to us privately. :) -Laura see post
carolynebear
Wrong birthday listed on my account
Hi, the current birthday listed on my account is September 19th, but my birthday is on November 14th.  How would I go about changing this? Thanks
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@purplehoney- I'll send you a message to get your info! :) -Laura   see post
hackneyfl
Customer Service ... Sephora ... Realyl!?!?!?!?
I just received order 3166259*** which I had ordered item: 1623685 in shade: I736 MUFE shadow and only thing in the box was my 3 samples and NOT the shadow!!! I guess I should be thankful that I got my samples as I never get them all. After calling the Rouge Hotline and being put on hold for 10 minutes!!! Yes, 10 minutes while they looked into this matter the girl came back online and ask me if I was sure that it wasn't in the box, yes, I am sure it isn't in there, if it was I wouldn't be calling. She then tells me that someone would have to get back to me as they needed to call the warehouse to see what happened!!! Is this Sephora's practice that if an item is missing that they need to call you back? Believe me if I was trying to get over Sephora by getting a dup of a product it sure wouldn't be a 21.00 shadow (that I might mention that I waited about a month for it to come back into stock)!!!
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hackneyfl
HALL OF FAMER hackneyfl / HALL OF FAMER HALL OF FAMER / replied
If our agents are unable to get the information right away ...   Get what information? I had an order ... item missing ... what other information? Doesn't matter to m... see post
melissaX
emal
Could you tell me the email address about Sephora store at Garden State?thank you
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi melissaX,   We do not have a specific email address for our store locations. You can always call the store. For the store's telephone number, please visit the sto... see post
haleykaym
I have a VIB card and I'd like to be able to link it to my online profile, how do I do this?
If someone could tell me how, that would be great, thank you!
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haleykaym,    I'll send you a PM to help!  see post
Justine321
I've spent over 350$ this year, why does my status say I'm still a Beauty Insider?
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Justine321,   I can look into this for you. I am going to send you a private message to get a little more information from you. :)  see post
haleykaym
Can someone help me with linking my VIB card to my online account?
Thank you!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haleykaym!   I can assist you with this! I am going to send you a private message to help!  see post
lovemesomerain
paypal and sephora
Will Sephora ever offer to have paypal as another source to purchase their items? thank you
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Inse
Inse / NEWCOMER / replied
You are a genius, thank you so much for sharing this, thanks to this information I was able to place my order.   see post
Koofa
Can we PLEASE consider letting us use multiple coupon codes + multiple gift cards?
I know this topic has been brought up already, but with F&F & all the other Beauty Insider discounts coming up this holiday season, I'm starting to feel some kind of way.. Are our voices being heard? If not, where can I go to make these suggestions?   I don't think it's fair that we can only use 1 promo code per order. I want to be able to use discount codes along with promo codes for other beauty treats. I don't want to have to make a decision between the two. I think we should be allowed at least 3.   Also, gift cards. I don't understand why we can't use more than one per order. I get several gift cards from different apps that I use, surveys I take, etc. I don't understand why we're limited to only one. I know we have the option of calling in and doing it over the phone (or so I've heard), but I like to earn points with ebates, swagbucks, etc. for my online purchases, so that kind of defeats my whole purpose.   Can someone tell me if they're at least considering these things? I know people have been complaining about it for forever. Seems Sephora is so behind the times when it comes to these issues.
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sjpayne
BEAUTY GURU sjpayne / BEAUTY GURU BEAUTY GURU / replied
You may not have the issues I had.  It may have been coincidence, it may have been because I've done it before.  I posted my experience in part to vent, and in part to ... see post
claudia2870
Would like to know how to link my vib rouge card to my online sephora account:
If anyone could help me with that I would truly appreciate it!   All the best,   Claudia Spoiler (Highlight to read)    
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi claudia2870 -   I'll send you a message now to get additional information from you to link up your accounts! see post