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Customer Support
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RubyRedLips66
My Beauty Insider points aren't in my account, have made purchases lately.. help!
Hi, I signed up for the beauty insider card and have been using it each time that I've been buying things at sephora. I just realized that I can also access my info online at this site so I just made an account to see how many points I have. My account tells me that i don't  have any recent purchases or points but I have made quite a few purchases at the store lately. Where can I sync the BI card that I have with my account? Thanks
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arias93
arias93 / NEWCOMER / replied
I am also having the same issue, I have received the Sephora VIB card in stores, but when I signed up online I only have the Beauty Insider card with 0 points even thoug... see post
Yen89
Exchange Mia2 to a set including Mia2 ( same price but different value)
Hello Customer Service,   Recently, I bought a Mia2 in White color  for my brother during VIB sale. http://www.sephora.com/mia2-skin-cleansing-system- P296898?skuId=1382407   Turning out he does not like white color, and, at that moment, his favorite color Black is out of stock.    Later, I also realize that Sephora do carry a set includes Mia2 in Black. I wonder can I exchange my Mia2 ( White) to that set?   My white Mia2 is from order 3218985685. I have not used the Mia2 yet. It is still in sealed.    Can I exchange to the set? http://www.sephora.com/mia-2-high-performance-mens -holiday-gift-set-P389536?skuId=1635218   Thanks,   Yen
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Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
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KAREN118
BEAUTY MAVEN KAREN118 / BEAUTY MAVEN BEAUTY MAVEN / replied
Thanks. see post
simplylala
survey
Is there a survey I can take for the CS dept? I have been receiving excellent customer service here, on fb and over the phone. I just hope there is a survey for them like the one we take for our store experience. The CS dept deserve kudos/props too.   For now, (since I don't know how to give my feedback for the excellent customer service I received) I would just like to say, "Props to Miabt and Zannabt!"
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simplylala
BEAUTY PRO simplylala / BEAUTY PRO BEAUTY PRO / replied
Thank you Laura! :) see post
courtastic
Missing samples
I've never known that this was an issue until I searched it online and apparently it is(but I didn't think I'd have to go through it).  I'm missing 2 of 3 samples associated with my order.  I didn't even receive any substitutions.  I'm not sure if the samples were out of stock or what but it would've been nice to have been able to choose something else even if they were.  It sucks expecting something new to try and to not have it arrive.
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courtastic
SCENE QUEEN courtastic / SCENE QUEEN SCENE QUEEN / replied
Nevermind, I've replied & thanks again for your help. Maybe, I'll order sooner next time. :)  see post
CuddleBugBunny
not receiving email
Hi,   I've just recently made VIB rouge status but for a whole year I've been VIB, I never once received any notification about events\promotions. I know I'm not having email issues because I always confirmation emails when I place orders online. I didn't even receive an email notification for the VIB sale that just passed. Can someone please assist?   Thank you
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jaxluvscheetos
jaxluvscheetos / NEWCOMER / replied
Anna, I am having the same issue. Can you please refresh my subscription as well? Thank you see post
sophiiie
Unsuccessful Authorization
Hello,   I placed my first online order on 11/24 and it all went smoothly. Today (11/26) I decide to place another order online, and the order gets cancelled due to "Unsuccessful Authorization" when I've used the same card, billing and shipping address. My card still works for other online purchases at other websites. My CC company even confirmed that there is a charge from Sephora for the amount of the cancelled order, so why does Sephora state that it was unsuccessful?   Should I attempt to place the order again? I'm scared I will get charged twice and not receive my order.   Thanks.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sophiiie,   Sorry about that! I'm going to send you a PM so I can help resolve this for you. Thanks! see post
Yankeedoodle24
Product Question
Hello Sephora!   My question, is regarding product number 1387323 (Billionaire Boyfriend Perfume).  I am interested in buying the perfume, but is this product being discontinued soon?  
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Yankeedoodle24
Yankeedoodle24 / NEWCOMER / replied
Hi Laura,   Would you be able to tell me the quantity remaining in stock?  Thanks. see post
Joeybeanns
Can i get my points added to my account from an instore purchase?
Hi! I just recently made a little shopping trip to Sephora, and purchased a few items, at the time I was making an exchange too so the lady did not ask for my rouge card. I assumed that the barcode from the return paper would have it, but I guess it didn't! Can i get my points added from that purchase? Also I want to make sure that my new rouge card is the one linked to my account! I recently lost my rouge card and just got a new one, however I'm not sure how to check if thats the correct one linked? Thank you!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Joeybeanns, I can assist you with this! I'll send you a message to get your info. :) -Laura   see post
bunnieo
Rouge welcome kit
I'm getting ready to place an order and there is no option to add the Rouge welcome kit.  Does it get automatically added or should an option pop up to add it to my cart?    Thanks Stephanie
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bunnieo,   I am sorry that we are out of the VIB Rouge Welcome Kits online. :( I do not have any specific information on when the kits will be coming back in stoc... see post
Israasr
Status: Unsuccessful Authorization
    Hi,   I placed an order on the 23 of April, and payed  with a credit card, and shipt it to my friends location, but the order states is: Status: Unsuccessful Authorization   So what does this mean???????
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mechetp,   I can look into this for you. I am going to send you a private message to assist you further.  see post
Mochapj
Did Anyone Else Lose Items From Their Loves List Overnight?
I had a few NARS shadow singles in my basket, waiting to check out, as well as saved to my Loves list, and I had the Pulp Fiction palette saved to my loves list too, and this morning they are all gone from my loves list and I can't even find NARS shadow singles on the site anymore...   Were they discontinued (unlikely) or is this some sort of weird system glitch?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mochapj!   I can look into this for you! I'll be in touch when I find out more information. :)  see post
KayleeCats
VIB status not showing online!!!
I spent over 350$ in a Sephora store, allowing me to reach VIB status, however, it won't show on my online account!!! Help please.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KayleeCats!   I can assist you with this. I am going to send you a private message to get a little more information from you. :) see post
irisedjasmine1
Is it True VIB Rouge only get Free Mini make overs?
I just reached Rouge and called to schedule my Free Make over and was told I could only get a Free Mini Make over which was free when I was BI and VIB. I clearly see on the website it says Free Full make overs and the other one that $125 is also free for Rouge so why am I being told only a Mini make over is free for rouge? I will be super *******  if I spent $1000 and I can only get Free Mini Make overs because I got those free when I was a VIB. I have read Sephora also cancels orders if you place alot of small orders using the free shipping offered to Rouge members which is **** if you ask me. Can someone clear this up for me? Are we only offered free Mini Make overs or do we get Free Full make overs also?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there,    Rouge clients have unlimited access to the Beauty Studio and should not have to pay.   Order are only cancelled if there is reason to suspect you ar... see post
FayYang
Help! Missing 5 items in my recent order!!!
I just received my most recent order that was placed online as of Nov 10, 2014. I am missing 5 Sephora fabric masks from my order. And there was no packing slip inside the box. This is the first time it had happened to me with all the online orders that I had. Can someone help me?? I would really appreciate it!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FayYang,   I am sorry that your recent order was missing some of the masks. I am going to send you a private message to assist you further. :D see post
SweetCanadian
Lack of Shipping Number?
I placed on order on November 14th, and received a shipping notice a week later. However, whenever I check my order status online, it still says in progress? I am a VIB Rogue, and I know you guys have had an influx of orders but I would expect that when I get a shipping notice that there is a tracking number. And that the order would not take more than a week to arrive since I live just outside of the Toronto area.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SweetCanadian,   I'm sorry to hear that the incorrect promo was included in the order and that you were missing samples. I'll send you a message to help! see post
Amtulxahmed
BEAUTY INSIDER POINTS NOT SHOWING UP ONLINE
Hello, I have been making several purchases at my local Sephora. I have realized that the purchases I make and the points don't add up to the amount I am told in store. I am 'VIB' now, but my online account tells me otherwise. I am not sure whether I have two emails signed up to the account. BUT i really want to have this fixed! I want to earn points when shopping online and in-store on the same account! PLEASE if someone could help me out. That would be great! I want my proper points/and purchase history to show up on my online account! thanks so much xo
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Amtulxahmed!   Thanks for reaching out to us - it sounds like you probably have two different accounts that need to be linked together. I will send you a private ... see post
Shannell
Ordering online in Canada
I want to place an order as a gift for someone travelling to the US for Boxing day shopping. I really want to send her the fragrance sampler with voucher as she will be able to redeem it. Is there anyway I can get this shipped to Canada from a Sephora in the US?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Shannell,   Our stores are not able to ship directly to clients. If you want to ship the Fragrance Sampler to Canada, you should be able to do so! Your friend can... see post
hayleymarie1993
VIB ACCOUNT
  My VIB account was supposed to be linked to my account once I signed out and signed back in like I was told to have it show up my old account is completely gone. I have since then made a new account and I need to link it to my VIB card before ordering online. 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hayley, I can link your accounts for you! I'll send you a message to get your info. :) -Laura see post
kayyyanna13
Price Adjustment
My significant other had purchased the OPI Gelshine system two weeks ago and not too long after there was a price drop. Is it possible to get a price adjustment and have the difference refunded? I feel that within such a short time frame this is a reasonable request. I sent an email and was told that this was not possible, but I do not understand to as why this is the case, especially since the credit card was only charged yesterday for the purchase due to a delay with shipping. This will really save the hassle from having to go to my local store. I hope for a positive reply. Thank you in advance.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kayyyanna13,   I am going to send you a private message to assist you further with this! Please check your inbox when you get a chance. :)  see post
MeganGPhoto
Beauty Insider Points Not Showing Up Online
I recently got a Beauty Insider card when I made a purchase at Sephora and then made another purchase a few days later and neither purchase is showing up on my account here.  Do I need to link my card to the account somehow? 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Megan, I can help you with this! I'll send you a message to get your info. :) -Laura   see post
Iris0807
My order of October 31th is still missingd
I'm so mad that there's no concrete answer to my questions. I've placed an order on October 31th and already paid it 2 1/2 weeks ago. Sephora didn't dispatch the order or cancel it.   Once I got the answer that there's been a preapprove to that order for the returned items??   I didn't return anything and I'm not willing to wait for 45 Business days to get a refund. I never received an E-Mail that Sephora cancel the order and will refund it.   Sorry, this is poor. If you don't want to solve this problem I'll call VISA and handle it myself.   I will never order or shop at Sephora ever again!  
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi iris0807,    I'm going to take care of this for you and then send you a private message. Thank you for letting us know! see post
hellopatricia
Q. Sephora Favorites Perfume Sampler for Her
Hi, I got a Sephora Favorites Perfume Sampler For Her ($25) However, I did not see a rollerball voucher included inside the pack. I don't know how I am going to redeem the rollerball...
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi hellopatricia!   I am sorry that the voucher was not included with the Sephora Favorites Fragrance Sampler set. I am going to send you a private message to assist... see post
mel2484
Q. Delete my Sephora account?
Hi, I didn't know I had this second account and I wanted to know how I can delete it. Also, I noticed that I had recieved points here from a recent purchase and wanted to know if I can transfer them to my primary account.
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ashlynrae0067
ashlynrae0067 / RISING STAR / answered
A. how to link accounts? I have like three... see post
HBKKRISTY
Will Sephora do my makeup with the product I buy?
I'm going to buy the Anastasia Dipbrow Pomade, but I want to see how they would do my brows for me. I'm wondering what I have to ask after I buy this product. Do they charge extra if I ask them to use the product? Also, will they take off the makeup I already have on?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HBKKRISTY, for makeup application, there is usually a purchase minimum of $50.  Please contact your local store for further assistance!    Cheers, Kevin  see post
JKong
2 regular accounts and 1 VIB, transfer points and delete accounts
Hi, I have a VIB card, and two other accounts that say that I am not even a BI. I would like to find my VIB card account information, i.e. linked email address and physical address. In addition, I would like to transfer points form my other accounts into my VIB account. How would I be able to do that, and delete the other two accounts?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JKong,   I would more than happy to help you link your accounts! I'm going to send you a PM so we can get this all sorted out :) see post
febus
Missing items in package
ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi febus, Please check your PMs as I have already sent you a message to resolve this. Thanks! see post
febus
Item missing from online order
The eyeliner I ordered is listed in the packing list, but it's not in the box at all!! I am so disappointed as this was my first online purchase.  How do I get what the product I paid for!..??!
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi febus,    I'm so sorry to hear that your eyeliner was missing from your recent order - so frustrating! I'm going to send you a PM so I can assist you further!  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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jsype
jsype / NEWCOMER / replied
Hi Diana,   I also have a beauty insider account from in-store and I have an online account which says I have no points. Help!   Jessica see post