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Create BI account failed
I just made a purchase and when I try to create a beauty insider account it says, " Create BI Account failed" can someone fix/help me with this?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ilutgg, I will look into this and send you a message with more info :) see post
Unsuccessful Authorization Order
I tried to order something last weekend, but I never got a shipping confirmation so I checked my order status online and it said that it had an unsuccessful authorization.What does that mean?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kmanderson5, I'm sorry for the confusion with your order. I will take a look and send you a message with more info :) see post
MY BIRTHDAY IS TODAY AND MY ACCOUNT SAYS THE WRONG BIRTHDAY. CAN SOMEONE FIX IT? :) I'M TRYING TO GET THE FREE GIFT
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xoxoelizabeth,   Happy Birthday! You are welcome to pick this up in store from a Cast Member or you can call in to have a Beauty Advisor add this to your next onl... see post
Unsure how to use my VIB card online
I have a VIB card in store and have never logged on to sephora online before. I'm not sure how to use this card on my account. Please help! I want to make an order soon and want to gain points on my card. Thanks
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Rvanauke / NEWCOMER / replied
Hi Keelybt, I was wondering if you would help me with the same issue? see post
Sephora Customer Service (...or lack there of??)
First off, my apologies if there's already a convo thread on this and I'm starting a new one for no reason...   Is it "just me" or has Sephora Customer Service been atypically TERRIBLE lately????  Not trying to start a hate-Sephora rant here, but I'm a loyal beauty ("goo") junkie who has had the not-Sephora experience in recent months.  Store associates are disinterested, the hold time to call Customer Service is, well, FOREVER...and NO ONE ever responds to emails.  Captain Hurt Feelings over here, hearts my heart...We love you Sephora, where did you go?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Themakeupaddict, I'm so sorry to hear about your experiences! If there is anything I can help with, please feel free to send me a PM. see post
return
3 weeks ago I mailed the Hourglass foundation purchased on store. One of Sephora representative told me that they would not process the item purchased on store.( I didn't know they would not accept item from the store) I asked her if I can either get back my item to be able to return on store. And she told me that she will notify me later. I talked to her 2 weeks ago and yes... I still don't know if it has been proceed or not. So I emailed to customer service about this issue and they didn't reply me back. I don't know how long I suppose to wait. I have 1 month left to refund by cash so I really don't want to miss that chance.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Conpana, I'm so sorry for the confusion! I will be happy to look into this for you and will send you a message for more information.  see post
Wrong product
Hi, I don't know if this is the right place to put my problem, but I can't get help somewhere else. So I hope I can get help here. Last wednesday I went to the Sephora in Rivoli (Paris) to buy the Armani corrector in number 2. I asked a employee for it, but she apparently gave me the wrong product. Even though I showed her twice which product I wanted and asked her to dubbelcheck it. The problem is that I live in the Netherlands and wednesday was my last day in Paris. I bought it like one hour before I left to the Netherlands with the train. So I couldn't go back to exchange the product. I mailed my problem to the customer service of the french site, but they mailed me back that I can echange the product in the country I bought it with the receipt. It was like they didn't even read what I wrote. They also gave me a number, that doesn't even work. I send them an answer back and told the situation again. I even send photo's of the product, the receipt and my train ticket. But their answer was nearly the same. I'm pretty sure they ignoring it or don't understand it. This time they gave me another number. This was the number of the store where I bought the product. I called them, but they couln't help me either. They gave me the number of their webshop. I called them to, but the girl who took my call, didn't spoke english. So she coulnd't help me either. She asked me to call again tomorrow, because a college of her speaks english and she works tomorrow. The problem is that I don't believe she can help me and the costs of this phone calls are getting higher and higher. I already waisted 40+ euros for a product I didn't want and can't use. The customer service acts like I regret my purchase, but that's not the case. They gave me a wrong product. It's not my fault, but nobody's helping me. I hope I can get help here or at least get in contact with someone who can help me. Im really upset about this. Ik really wanted the corrector for so long, but we don't have it in the Netherlands So I was very happy to buy it in Sephora. Now I didn't get the corrector and waster my money. Sorry for my long post and mistakes. My English is not so good, but I hope my problem is clear. Can someone help me? Thanks!
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B90b / NEWCOMER / replied
Thank you. I will try that!   see post
Changing Sephora Play Address?
I need to change my Sephora play shipping address for May. It says the only way you can do it is to call... but I waited on hold for 25+ minutes. I'm hoping there is an easier way! Most subscriptions boxes let you change it yourself. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Spadie, I will send you a message for your info :) see post
Missing Item-- Still no response
I was missing an item from my order, and wrote to you guys about it 4 days ago and still do not have a resolution.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sugarkane10, I'm sorry for the delay. I see you have been assisted with this issue now. If you need further assistance, please feel free to send me a PM. see post
My order didn't process yet I was still charged 6 times!!
i tried to order the sale UD lipsticks this morning. Each time I tried I got a message saying unable to process your order with the information provided. I tried two different cards and neither worked. Then afterwards I checked my bank account and my debit card was charged FIVE TIMES and my credit card once. Yet, I still did not get to order the lipsticks. So I called the rouge line and the agent was extremely unhelpful!!! He told me the money has not actually been taken from my account, but it's a "hold" THAT WILL TAKE 1-7 BUSINESS DAYS to be returned!!!! Now let me tell you. The $200+ is DEFINITELY missing from my bank account t and I have rent to pay in two days!!! I need my money back! This is absolutely ridiculous and the agent on the rouge line was so so so unhelpful. He basically said what do you want me to do, I can't send you an oos product but here, have 100 points and maybe a deluxe sample will make you feel better? Like no!  He told me that my billing address is blank and he has no idea why. I have not changed my billing address on my account, I order from Sephora VERY frequently and have never had this issue before.  So basically - I tried to order the lipsticks. I didn't get them, they ones I wanted are OOS now and I am without $200 for 1-7 business days. That doesn't include the amount charged on my credit card too! That is just the amount taken directly from my bank account!! 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vanessajoy,   Oh no! I am sending you a private message regarding this. Please check your inbox when you have a moment. Thank you.   Best, Mali see post
Linking my VIB card to my online account
i'm not sure how to go about doing it
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Joyce314, I will send you a message to help.  see post
Hi, I am missing an item from my order and sent an email to customer service. But, i still havent heard back from them. Thank you
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beautynerdie,    Sorry to hear about your missing item on your order! Your email will be responded to in the order it was received, but I would be happy to assist... see post
Question about a kit I am looking to purchase
Hi,   There is a clearogen 3 step kit which I am looking to try. However, the 3 step kit contains step 3 benzoyl peroxide. There is a sensitive skin option in which step 3 is the sulfur lotion. How come this option is not available? Is there a way to purchase the clearogen kit with the sulfur lotion instead of benzoyl peroxide lotion? Thank you.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sephorajunkie92, Sorry at this time, we just have the set with the  Benzoyl Peroxide Acne Lotion and we aren't able to make substitutions.  see post
Return: no receipt, no box, but online info
Hi there,   I ordered a foundation on March 2nd. After trying really hard to like the product, it's just not working for me. I not longer have the packaging, and my only form of showing I purchased it is the online info that was emailed to me when I bought it. Can I still return this? Thanks!
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BEAUTY PRO Cecilia08 / BEAUTY PRO BEAUTY PRO / replied
Never mind-- the email was in my spam! see post
how do i add VIB points from the store to online account?
i just created an online account but there was no link to add a number just to join beauty insider. I clicked that link but my points I have in store are not shown. Please help
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
If you go to your profile page, you will see the option to view your messages on the right :) see post
Double Charged?
Though i see that the double charge is due to a failed order attempt i still do not understand why i need to wait for up to 7 business days for this charge to drop off of my account. It is as though , until the charge has been taken off of my account that i spent over $100 dollars... if i was looking to spend $100 dollars instead of $50 i would have. This is something i feel Sephora needs to change, i see a lot of unhappy people on the boards due to these double charges. I don't think i will be shopping online with Sephora after this. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Pralinenoel, I apologize for the inconvenience. The amount of time it takes a pending authorization to be released depends on your financial institution.  see post
Gift Cards Canada - Online
I am disappointed that we cannot STILL use gift cards online for Canadian Sephora Online.  I’ve read posts from like 4-5 years ago which ALL of us Canadians are waiting for it to start up online.  For people who do not live close to a Sephora and lives hours away…it is so inconvenient!   When will this process start?   Also, can you use your CDN Gift Card on the US site? Does that work?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ntailor, We hope to have this option available soon, but for now Canadian gift cards can only be used in the store. So sorry for the inconvenience! see post
Create BI account failed
Hi, I tried to sign up for BI but it keeps telling me "Create BI Account failed." Could anyone help me with this? Thanks.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Elaine0929, I'll be happy to look into this and send you a message with more information. see post
Play by Sephora
So I got an email from Play by Sephora notifying me that I was finally off the playlist. When I went to redeem my subscription, which was about 2 hours after the email came in and put a card for payment it wouldn't let me take the last step to redeem my play membership. The email said I had 8 days to redeem my membership. So seeing that for some reason I couldn't complete the last step because of an error message I sent an email to customer support. It sent me a message saying that it might take longer for them to respond to me, to which I had no problem. I just received an email from them which honestly sounds automated because they didn't address my issue nor did they even take the time or even care to read my email in detail. It simply gave me an automated response telling me that Play by Sephora has a waitlist and I have to add myself to the waitlist and it explained what play by sephora was. The person that responded to me didn't even take the time to respond any of my questions. This infuriated me because I waited 3 days to get a response which was a colossal waste of time since it didn't answer or address the issue I was having. When I tried using my invitation to Play by Sephora it told me that I was put on the waitlist again. Which frankly is dumb because I have been waiting all this time to finally get off the waitlist, which I did, just to be put back in and get my invitation until who knows when. The customer service support was lacking in various areas and honestly I don't feel like I'm being valued as a costumer. I don't know if anyone else has experienced this or if it is just me, let me know your stories or input to this by writing down below.
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BEAUTY CONNOISSEUR silvermoon87 / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
I just tried to sign up for Play because I also got the invitation that I was off the waitlist. Waited until the last day because I wasn't sure whether I wanted to subsc... see post
Unsuccessful authorization
Hi, my order says unsuccessful authorization, I would like to know what is going on?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi avxyz,   I'll take a look into the order issue and send you a PM soon! see post
Unsuccessful Authorization
Hi, my order says unsuccessful authorization, I would like to know what is going on? And if it has been cancelled I want my money back as it has already been taken.  I ordered few products 2days ago, and when I checked my bank account today, the amount of payment was paid properly, however, my status is "Unsuccessful Authorization".
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ZoyaBatcunova,   I'll send you a PM soon! see post
I was a sephora beauty insider, and I recently signed up for Play, but had to create a new account, is there a way to combine them?
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lindahusker,    I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thank you!   Best,   Mali   see post
Sephora Play Shipping Date for April sign ups?
I was one of those lucky enough to get an invitation to Play on April 16 and signed up right away. I was just wondering when my first box would arrive. Will it be the April box or will I have to wait until May? Thanks!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi joeanne,   You will receive the May box. Thank you!    Best Wishes,   Janean see post
unsuccessful authoriztion
my order charged my card three times, then the third finally processed as an order, but says "unsuccessful authorization." Please help, my friend payed for it and it charged his card THREE time and i still dont have a completed order to receive my makeup.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Kcmerollin98, I'm so sorry for the confusion with your order. I will take a look and send you a message with more information. see post
Im a vib from the UK and cannot use my free shipping
Hello   I recently became vib and i have got my free shipping code however i cannot use it as im from the UK. Is there anyway i could have another 10% of code to use in store instead?   Also i was unable to get my free gifts as apparently tge gifts don't come in until may?   Thanks Chloe
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chloexo36, Sorry! We only have that one 10% off code, which can only be used once a year. see post
Treated Like Dirt! So much for Rouge!
I went into my (not so local) sephora store to return UNUSED skincare. Still boxed, still sealed. The store manager rips open the seal, says he can't find the items on my account, so I didn't get them there. I've been rouge 2 years, and i've already qualified for 2017, it's only april. I called the VIB Rouge customer service line, and kept getting hung up on. When I called the regular one, I was promised a call back, I never got one. I think that it is safe to say, I am 110% done with Sephora. This isn't the first time i've been treated like crap. I shouldn't feel bad for returning products I don't like, don't match me, or irritate my skin. I most defiantly shouldn't feel bad for returning UNUSED products that I realized i'd double purchased. I think i'll be returning the last of the items i've purchased from sephora. They don't deserve my money. Has this happened to anyone else?!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi brittelli,   I am very sorry to hear about your experience at our Sephora store and that you were hung up on. I will send you a private message, so that I can hel... see post
Q. Fragrance 3x Points Not Added?
Hey Beauties!   I just purchased a fragrance for Mother's Day with the notion that I would be getting 3x the points along with that purchase. However, upon checkout I only received the standard amount of points. Is there a delay between a purchase and when bonus points are added on to my account or did I make a mistake somewhere? After this purchase I am literally 2 points away from VIB and this is actually killing me.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi dearcarly,   I am very sorry for the confusion. I will send you a private message with more information shortly. Thank you!    Best Wishes,   Janean see post
Delivery but did not receive anything!
My order was shipped yesterday and it says online that it was delivered today! I did not receive anything, i checked everywhere and cannot find the package! I would just like to know what I can do?!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Sk12, I'm sorry to hear that you did not receive your order. I will send you a message to help. see post
I have not gotten my points and can not track an order
Over the weekend I went to Sephora and purchased almost $180 worth of goods. One item I bought is supposed to be shipped to my home because they ran out of stock at the store. It has been days and my points haven't been added to my account. Neither has the order I placed online shown up for me to track. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ChelseNicole,   I am very sorry about that! I will send you a private message so that I can help you with this.    Best Wishes,   Janean see post
Lipstick looks used out of package?
I recently purchased the UD Matte revolution lipstick in 1993, a formula and color I've been dying to try out. However when I got it, it looked like someone had swatched it and the lipstick itself was "sweating" even though it's 45 degrees here. Think Sephora sold me a used product!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emiajbeau,   I am very sorry to hear this. I will send you a private message in regards to this, shortly. Thank you!    Best Wishes,   Janean see post