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Customer Support
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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
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
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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cami0302
cami0302 / NEWCOMER / replied
same problem here!   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
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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SiteNo8
IT GIRL SiteNo8 / IT GIRL IT GIRL / replied
Thank you.  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
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
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
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!
see post
dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haleykaym,    I'll send you a PM to help!  see post
tdotgirl01
Points and beauty bag
Hi there, I recently made a purchase at sq 1's sephora. I returned my smash box contouring set and got the lancome blush subtle palette as well as a make up forever lipstick. This was on Friday October 17th, 2014 and it has not updated. Just curious when I can expect both the bag and the points will be updated. I did give my beauty insider card at checkout. I paid an addition $19 as a difference. Your help is appreciated. Thanks in advance.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh goodness, sorry! I meant to say I'll be sending you a private message with more info. :) Please check your messages when you have a free moment!  see post
Rebecca0405
Kat Von D. Lock It Foundation in Shade Light 42?
Not trying to be redundant here but does anyone have any updates on when Shade Light 42 will actually be back in stock, any definite date yet? Already signed up for the email notification, just hoping to get a specific date if available.   Thank you in advance for any feedback available.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rebecca0405,   We currently do not have any updates yet:( We're sorry for the delay and inconvenience.  see post
RachelDW
Someone Using My Points
I've noticed on my account that someone has been redeeming my points and using my account in stores I have never been to. I have only shopped in the Knoxville, Tn stores or online, and like to save up my points for larger gifts. Is there any way I can try to get this looked in to?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RachelDW,   I'll send you a message now to look into this! see post
adriana1215
Damaged product, great rouge customer service, used promo code
I ordered the Bare Minerals Main Attraction set for my sister since she loves their products. It comes in a little vanity box with a mirror. The mirror on mine was completely shattered. Luckily it had tape covering it or the makeup items might have been damaged as well.   it was my first time calling the Rouge customer service line. I was surprised at how quickly my call was answered. The rep was able to offer a reshipment of a new set and explained how I could send back the one I have.    I thought about what I've read here lately about Rouge members wanting to feel more special and receive more bonus items, and how Sephora staff has instructed us to ask for extra things.    So I crossed my fingers and asked if I could add the ROUGEDIOR deluxe sample palette to my replacement shipment. She said yes! I was very surprised and glad I made a request!    Thankfully I'm waiting to give this as a Christmas gift and don't need it immediately. I'm excited to have the mini Dior item for my trouble. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi adriana1215! I'm sorry your order arrived like that but that definitely was nice of them to include the deluxe sample.  Please do keep in mind that it is not somethin... see post
Ang3licdejen
Ordered From Sephora- Item Missing
I recently ordered from Sephora. I just received my parcel. There are two mistakes: 1. They sent me the wrong color for an item 2. I am missing one item from my order.   Please advise how to handle the 2nd part as they never shipped the item yet its on the packing list.  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! I'm sorry about that! I'm sending you a private message to help.    Cheers!  Kevin  see post
CWu717
Bliss Fabulous Foaming Face Wash
Hi, I was wondering if the Bliss Fabulous Foaming Face Wash was available in the large size (15.5oz)? The biggest one I see online is 6.7oz. I am currently using the 15.5oz & was hoping it would still be available.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CQu717-   I checked our inventory and the size is no longer available and we do not have any scheduled delivery dates to replenish that size!:( I hope that this i... see post
kenzie018
combining points?
Hi, I was wondering how to transfer points from one of my accounts to the other?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@ loveofmakeup111 -   I'll send you a message now to link up your accounts! 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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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi unblownkisses,   I wasn't able to find an individual PTR 24K Gold Mask in our system, but stay tuned... we receive new products weekly, so you never know!   x... see post
beautylove27
If I never received my birthday gift from Sephor's,if I go to a store 6months later?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beautylove27! If you were unable to redeem your gift, the store may be able to help! Go ahead and give them a quick call or just ask them the next time you are in the... see post
audreyness
Deactivation.
Hellllo! I just wanted help deactivating my sephora account, because I already have another one. Thanks!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi audreyness! I can help with that. I'm sending you a private message with more details.    Cheers!  Kevin  see post
helena999
I ordered online, then I find the taxes are overcharged and my points are missing
It's shipping to Ontario Canada and should be 13% taxes, which should be C$9.88 instead of C$12.18. Also I only got 62 points for my C$76 purchase.   Can anyone help me solve the two problems above? Thanks.     
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SiteNo8
IT GIRL SiteNo8 / IT GIRL IT GIRL / replied
The problem seems like the system is set up in US dollars, and only uses the product values from the U.S. website to calculate points. On the U.S. site, the Beauty Unmas... see post
symphonized
Order never processed, but was charged on account
I recently tried to purchase an order, but my card was not being accepted (most likely because it was a debit card, and I realize that error on my part).   The problem is, my bank account was charged the money, and while it is only in pending, it is still frustrating that I am unable to use this amount of money for a failed order attempt.   I was hoping there is a faster process to getting this order perhaps cancelled or what not to expedite the process of getting the pending transaction cancelled.   Thank you.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi symphonized,    Attempted orders will have the funds in a "pending" mode- they will not go through but can take 3-7 business days to reverse, depending on your f... see post
sofia1110
Beauty points missing
The other day I went shopping at sephora in jcpenney I didn't have my card with me and use my email instead. I'm not sure if the girl put it in right or not but I don't see the points showing up in my account or purchase history. I went back to buy something else yesterday and this time I got my card on me and scanned it. The points from this purchase shows up right away. So I'm not sure what happened to the earlier purchase from sephora inside jcpenney. Perhaps the checkout girl got the wrong email. Is there anyway for me to fix this I still have my receipt. Thank you so much. 
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sofia1110,   I can take a look at the purchase for you :)  I'll send you a message to help!   xo, Mia see post
mami91
wrong shipment.
so sephora pack my package wrong. They sent me somebody else order along with their recipt. I've been having issue with sephora twice this month. First they ship my order to someone else house. Now they ship me someone  else order. Ive call them already. They're going to send me my correct  order. But I'll have to wait for 3 TO 4 days again. I have to ship the wrong item back. What happens if I fail to ship it back because they should just let me keep it for messing up my order twice  in a row?just a thought because for giving me such a hard time they should at least offer me with a dicount on my next purchase  or at least ship my stuff 1 day shipping.  I'm still waiting for the supervisor to contact me back.... and I haven't got any responses  back yet.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Karina,   I am sorry to hear about this! I am going to send you a private message with more information.  see post
rosieehh
Can I still receive my points?
I made my first purchase at Sephora yesterday and I forgot to give them my email. Is there anyway possible I can receive my points with my receipt?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rosieehh,   Yes!  I'll send you a private message for all of the necessary info.  Please take a look when you have a moment :)   xo, Mia see post
kso1225
Laura Mercier Caviar Quartet
Is this item ( Item 1642404 ) out of stock permanently or will it be restocked?  Could it still be available in stores or was it online only?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
No problem! see post
Cassmckenzie
Beauty Insider Points
Im from Canada, and when i went shopping at Sephore in the US i didn't receive my points, Is there still a way i can receive points for my purchase?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cassmckenzie! Sure! I am sending you a private message to help.    Cheers!  Kevin  see post
ErinJane
points
Hello - i was just wondering - I live in Australia and am currently on holidays in the state of which i am making the most of the many Sephora stores - spending nearly $1000 in 3 weeks! I have signed up to Beauty Inside after all these purchases were made, i was wounding is it possible to add the points would have earned anywhere online? I have my receipts still. And when Sephora eventually opens in Australia will the points be able to be honoured there? I really don't know much about the whole program!  i Signed up mainly to ask questions to the sephora community! any advice you could offer would be great! thank you!
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ErinJane
SPECIAL GUEST ErinJane / SPECIAL GUEST SPECIAL GUEST / replied
Thankyou! I have just sent you the email! Also - am i supposed to have  a card for this program, or do i just give my email address in store?   see post
jsmann
is it true that sephora cancels orders?
Hi i read various comments about sephora "flagging" and cancelling orders of those who places multiple orders in a day or a few days span. is it true??  if so, why did sephora even make a free shipiimg perk and free samples perk in the first place if they were to punish their customers? i just find it so weird and would like to know if it is true or not. i love cosmetics and i tend to place multiple orders, dont get me wrong though, i dont make multiple orders to leach off the perks. however, sometimes after i make an order and find products that i like later the same day of the first order, i would go ahead and make another purchase.  let me know if this would make me a "flagged" customer.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jsmann,    If you make frequent orders you will not get banned or flagged. However, if these are super low value amounts or they ALL have promo's they can a... see post