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200,531 Posts
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Gift Card PIN Damaged
I just bought a $60 Sephora gift card but my pin was incomplete. I
scratched the card with a coin to reveal the pin and make my purchase
online but I was surprised to see that only the last 4 digits o...
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1 Reply
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Re: Gift Card PIN Damaged
Hi @monttsesr, I'm sorry to hear this. The pin number is required to
redeem the gift card online. However, you may still be able to redeem it
in store. I recommend inquiring with your local Sephora store directly
for assistance. Best, Laurie
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Store merchandise credit balance
I have a store merchandise credit for something I returned a few months
ago. I called the 1-800 on the back and when I enter the card number I
keep getting the message that I am not entering the requi...
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1 Reply
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Re: Store merchandise credit balance
Hi @Pammely, My apologies! Our balance check may be for gift cards only,
and not store credits. However, the store should be able to check the
balance for you. The store credits do not expire. Best, Laurie
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Missing item & refusal of refund/reshipment
I am absolutely horrified and lost for words with Sephora’s customer
service. I am missing an item and one was wrong size from my order. I
got an email today stating that the issue I had was “extremel...
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Re: Missing item & refusal of refund/reshipment
I’m having the same issue right now they refuse to refund or reship my
items
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1 Reply
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Re: Missing item & refusal of refund/reshipment
Hi @XOVenus, My apologies, we're happy to look into this for you. It
looks like your private messages are turned off, and you can adjust your
preferences in your Community settings (on the browser onl...
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Re: Missing item & refusal of refund/reshipment
Did they end up helping you? i had similar experience with my order and
to this day no refund or anything
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Re: Missing item & refusal of refund/reshipment
@kikie8 I'm sorry to hear about this experience. It looks like your
private messages are currently turned off. Please send me a private
message with your order number or you can contact us on Facebook,
Twitter or Instagram DM.
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1 Reply
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Expired Product
Hello, I received an expired product. It was something I redeemed beauty
rewards points for. I received it today and the expiration date is
listed as 10/24. Customer service chat is unavailable. Please help. Can
this be exchanged or points returned?
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2 Replies
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Re: Expired Product
Hi @ExpiredProduct, I'm so sorry to hear this! It looks like your
private messages are turned off, and you can adjust your preferences in
your Community settings (on the browser only, not the app). If...
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1 Reply
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Points aren’t redeemable
I have 299 points and when I go to redeem a 100 point item, all other
100 point items are grayed out. Also all the 250 point items are grayed
out even though I have enough to get them. How can I fix this?
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3 Replies
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1 Reply
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Re: Points aren’t redeemable
Hi @SnowT, My apologies! To fix this, please try switching to the
Sephora US side of the app, then back to the Canada side as this may fix
the points issue. To do this, please click your name/photo ic...
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Re: Points aren’t redeemable
@Bea712 Sorry to hear that! If you are in US, please try switching to
the Sephora Canada side of the app, then back to the US side. This may
help refresh your basket. To do this, click your name/photo...
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price adjustment
Hi, I placed an order for Versace gift set on 1st of November but since
me being an insider the promotion only works from today. Can I get a
price adjustment instead of returning it back?
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1 Reply
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Re: price adjustment
Hi @littlekittt, My apologies, the Savings Event discount is not valid
on previous purchases and I apologize for any disappointment this may
cause. Best, Laurie
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HELP!!! Discount Code Savings NOT WORKING
I've called both customer support phone numbers and no one can tell me
why my account won't apply the code. I've tried logging out, and
relogging on with different devices and internet platforms. Mess...
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3 Replies
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Re: HELP!!! Discount Code Savings NOT WORKING
Did you find a solve? Same issue and chat agents can’t solve
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Re: HELP!!! Discount Code Savings NOT WORKING
Hi @ScuAnne, My apologies, we're happy to look into this for you. It
looks like your private messages are turned off, and you can adjust your
preferences in your Community settings (on the browser onl...
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0 Replies
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Re: HELP!!! Discount Code Savings NOT WORKING
Hi @Emilybragunier, I'm sorry to hear this! I'm happy to look into this
further for you. It looks like your private messages are turned off, and
you can adjust your preferences in your Community setti...
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0 Replies
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ViB status
Spoiler (Highlight to read) I am an insider and when I was making a $150
worth purchase, it was told that after that purchase, I will ger the vib
status.So I purchased that , and it will be delivered to me today, but
my status still shows us insider.
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3 Replies
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Re: ViB status
Hi @littlekittt, It looks like your current annual spend is $346 and you
will reach VIB once you have spent $350. Please kindly keep in mind that
your spend only applies to the subtotal of purchases, ...
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Re: ViB status
Hi, I just made another purchase of $16 plus taxes but my status hasn't
changed yet. I am not sure if it's because it will take sometime to
update it or because I placed the order through Rakuten.
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1 Reply
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Re: ViB status
@littlekittt, I see your account is currently VIB. You might need to
sign out and sign back in to see this update reflected. Best regards,
Laurie
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Missing samples again
Noticed this year that samples have been reduced from 3 to 2. Thought
maybe this is a way to address missing samples and ensure everyone got
samples with their orders. Nope. Got my order today and missing samples
again.
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Re: Missing samples again
@Ymah I'm not able to reply to your PM, as they are not enabled on your
side. You can adjust your account settings (the gear icon) on a desktop
or mobile web browser.
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Re: Missing samples again
@Ymah, I have just sent you a private message. Thank you! Best, Laurie
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Re: Missing samples again
@Ymah I'm sorry to hear that! It looks like your private messages are
currently turned off. Please send me a private message with your order
number or you can contact us by phone at 1-877-737-4672 or ...
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My account along with over 7000 rewards points disappeared
I have had my account for well over 10 years, and I am an avid shopper
with over 7000 points. I opened my app and I was signed out, so I tried
to sign in and it wouldn’t work. I went into the store an...
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6 Replies
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1 Reply
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Re: My account along with over 7000 rewards points disappeared
@csmy sorry to hear about this. It looks like your private messages are
currently turned off. You can adjust your preferences in your settings
on a browser, not the app. Please send me a private messa...
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Re: My account along with over 7000 rewards points disappeared
@ashdamour Oh no! It looks like your private messages are currently
turned off. You can adjust your preferences in your settings on a
browser, not the app. Please send me a private message with the em...
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Re: My account along with over 7000 rewards points disappeared
@DaneeBT and it won’t let me message you. It just gives an error
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Re: My account along with over 7000 rewards points disappeared
@ashdamour, to adjust your preferences, please use the browser (not the
app) and look for the gear/settings icon here in the Community. You may
need to clear the cookies and cache on your web browser ...
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Re: My account along with over 7000 rewards points disappeared
@DaneeBT i can’t figure out how to turn my DMs on. I can’t find it
anywhere in my settings (in the browser not app)
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Second Gift Card Fraud Experiencr
My sister recently gifted my daughter a $50 Sephora gift card. The very
next day it had $0 balance and she had never even scratched it off. The
store refused to help even though we had the receipt and...
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