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200,412 Posts
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Re: Changing username??
Hi @kamrynbagnell Im so sorry we're not able to change usernames once
they've been created! However, I will send you a PM to further assist.
Always,Danee
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Missing Points
Hello, my points have not been added after the point event multiplier,
How can I get this fixed? Thanks
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Wrong Birth Month
Hello, I’m new and I just signed up for this account. For some reason,
my birthday is listed as January 1st on here when I entered it as August
1st on the sign up page. Can this be changed without making a call?
Thanks.
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Missing Points Multiplier from In Store Purchases
While in NYC this week I visited two different Sephoras on the 20th and
I appear to not have gotten the 3X points for VIB Members. Not sure why.
Is there a way to get them?
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Re: Missing Points Multiplier from In Store Purchases
Hi @KelliJoanne Sorry to hear that! I'm going to send you a PM.
Always,Danee
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missing samples multiple times :(
This has happened to me more than once and I thought it was just a small
mistake so I ignored it before 😞 I was really looking forward to trying
them out.
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Re: missing samples multiple times :(
Hi @GaRam90 I'm sorry to hear that! I'm sending you a PM. Always,Danee
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What is test completed and why I haven’t I received my order?
My conditioner was supposed to be 3 day ship and says “test completed”
instead of shipped? Can someone tell me what’s going on and where my
order is?
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Re: What is test completed and why I haven’t I received my order?
Hi @asht1234 I'm sorry to hear that! I will send you a PM in just a
moment. Always, Danee
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Item Not Received
Hi! On the tracking, it shows that my item was delivered but I haven’t
received it.
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Missing samples
Does anybody else routinely not receive their free samples when making
an online order? I haven’t received any in the last three online orders
I’ve made.
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Re: Missing samples
I'd say 30% of the time or they send a completely different sample that
they just have overstock in. My last order didn't send the shampoo
sample I was excited for. It's easier for me to shop in store and just
request a sample.
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Re: Missing samples
Hi @joycie702 I'm sorry to hear about that! If you did not receive a
substitution sample, please send me a private message with your order
number so I can further assist. Thanks! Regards,Danee
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Re: Missing samples
Hi @khogg5, I'm sorry about this! I'll send you a message shortly. Warm
regards, Laurie
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missing items in my order
I recieved only 1 out of 3 items I ordered, could I have the remaining 2
items reshipped?
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Re: missing items in my order
Hi @zzzanusha Oh no! I will send you a PM to assist. Always, Danee
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Missing bonus points
Hi, I went into the Sephora store this week and bought 2 items, but the
points for the multiplier aren’t showing up? Can I still get the 2x
points for those items?
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Help!
I ordered a bottle of Tom Ford liquid foundation for $100. The bottle
arrived to me broken and is completely unuseable. I immediately
contacted customer service where a Sephora rep promised me he’d se...
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Re: Help!
Hi @Isabellaknows, I'm sorry to hear this! I'll send you a message
shortly. Best regards, Laurie
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Can’t redeem scent certificate on lone
So I ordered the Sephora Favorites Luxe Vibes gift set. It has a scent
certificate to redeem for a travel size of Yves St Laurent Beaute Libre
Eau De Parfum?? Which Sephora no longer has in stock?? Wh...
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Re: Can’t redeem scent certificate on lone
Hi @dioraddict11, I'm sorry to hear this! I'll send you a message
shortly. Warm regards, Laurie
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Redeeming an older scent certificate online
Like many posts I've read here, I'm also trying to redeem a Scent
Certificate but the store said I needed to do it online/site but I don't
see the means to do so. Any help would be appreciated as it was a gift
from my wife. Cheers!
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1 Reply
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Re: Redeeming an older scent certificate online
Hi @BKNY73, I'm sorry for the trouble! I'll send you a message so I can
look into this. Best regards, Laurie
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Videos do not have sound
I was trying to watch product videos on the app but they do not have
sound. I even deleted the app and reinstalled it but that did not work
either.
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Re: Videos do not have sound
I was having the same issue. If you have a iPhone make sure your
Ring/Silent switch is NOT set to silent on side of phone. Mine was
toggled to silent & I had no audio. Once I turned it on I could hear the
sound on videos.
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Re: Videos do not have sound
Hi @brzegds, I'm sorry to hear this! I'll send you a message for more
information. Best, Laurie
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Can’t checkout using my credit card!
I have been trying to checkout using my Sephora credit card for over an
hour and it keeps saying that my credit card information is incorrect
even though it’s NOT and I’ve used it successfully several...
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Re: Can’t checkout using my credit card!
Hi @alisonclow, I'm sorry to hear this! I'll send you a message. Warm
regards, Laurie
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Re: Can’t checkout using my credit card!
Hi @CitiesinColour, I'm sorry for the trouble! I'd recommend contacting
us by phone at 1-877-SEPHORA (1-877-737-4672) so we can try to place the
order for you. Or, please contact Comenity Bank directl...
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item missing in my order
Hello, I have an item missing item in my order. I thought it must have
been shipped separately since I placed two orders but they were combined
into one shipment and it's on the invoice but no product...
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Re: item missing in my order
Hi @chelseacandy, I'm sorry to hear this! I'll send you a message
shortly. Please note the order number was removed from your post for
security purposes. Best regards, Laurie
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Klarna
I was using the Klarna payment plan on previous purchases but for some
reason it won’t work anymore. Does anyone know why or has had similar
issues?
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Re: Klarna
Hi @JaimePanda, I'm sorry for the issue with using Klarna! I recommend
contact Klarna directly so they can look into this.
www.klarna.com/ca/customer-service/ +1 (833) 916-3555 Thank you! Best
regards, Laurie
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Points multiplier not reflected
Hi, I shopped the most recent points multiplier event online and applied
the promo code, and my normal points are reflected but not multiplied
points. How do I get this corrected? Thanks!
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