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198,921 Posts
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Missing item in my order
I placed an order online and when I received it I was missing an item.
It was listed on the confirmation shipping mail and I was charged for
the item ( I checked my bank statement). How can I get this resolved
please?
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1 Reply
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Re: Missing item in my order
Hello @Anonymous I'm sorry to hear that! I am sending you a PM to help.
Please check your inbox here in the next few minutes. Regards, Kevin
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Order still in process
I placed an order on 8/31 and it’s now 9/6 and it’s still showing
processing. When will my order ship?
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Re: Order still in process
Hi @Amy3523, I can take a closer look at that for you! I am sending you
a PM to get more info. Cheers! Kevin
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Canadian postcode not valid
HiI'm trying to place my order online but when I enter my postcode it
keeps saying invalid! well, I definitely have the correct postal code
and I was pretty sure I was on the Canadian checkout. I also...
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Re: Canadian postcode not valid
Hi @Anonymous, I'm sorry to hear that! It seems you've done all the
things I would have suggested, so please give us a call at
1-877-737-4672 so we can further assist! Thank you! Kevin
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Birthday
My birthday was set as the wrong day it was put as January 7, 2004 but
it is actually April 15, 2001
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Re: Birthday
Hi @MeaganCormier, I updated this for you! 🙂 You might need to log out
to refresh and view these changes. -Mali
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Re: Birthday
Could you also change mine as well? For some reason it’s listed as Jan 1
1800 when it’s supposed to be June 23 1995. Not sure how I managed that
one!
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1 Reply
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Re: Birthday
Hi @happigeon, I've updated your birthday for you. I recommend signing
out then signing back in to see the changes that were made. Thank you.
🙂 Best Regards, ❤️ Raquel
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Box was opened when arrive
Hi,My box was opened when arrive and missing one of the items I ordered.
Spoiler (Highlight to read)missing itemmissing item
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Re: Box was opened when arrive
Hi @dauzzie, I have sent you a PM to assist you with this. Thanks! Best,
Rebecca
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1 Reply
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Re: Box was opened when arrive
I settled the issue via a Customer Service staff through call. Thanks!
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Returns!
I'm an idiot. I printed my return label, filled out packing slip return
info, packed it up and mailed it only to find the packing slip I filled
out sitting on my desk. Evidently my package arrived wit...
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1 Reply
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Re: Returns!
Hi @JustAverageJane, I'm going to send you a private message to gather
more information, so I can further assist. 🙂 Best Regards, ❤️ Raquel
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Not receiving samples with order
The past two orders I’ve placed I haven’t gotten mine. Has this been
happening to anyone else?
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Re: Not receiving samples with order
Hi @Sawyerlt, I've moved your post to our Customer Support board and I'm
so sorry to hear this! I'll be sending you a private message shortly to
assist. 🙂 Best Regards, ❤️ Raquel
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Re: Not receiving samples with order
@Sawyerlt I suggest posting in the "Customer Service" group, or
e-mailing Sephora. All I can say is that Sephora has been excellent to
me recently in sending my samples, so hopefully this is just a one-off.
🙂
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Don’t Pretend Shipping with OnTrac is a “Perk”
This is the second time in a row that I have purchased products from
Sephora, chosen my VIB rouge “perk” of FLASH shipping, and have not
received anything. I placed my order on Friday Aug 31. I get th...
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1 Reply
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Re: Don’t Pretend Shipping with OnTrac is a “Perk”
Hi @karinasilvan, I've moved your post to our Customer Support Board and
I sincerely apologize about this. I'll be sure to send the information
you've provided to the appropriate department. Please fe...
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Received Opened Box
One of the items I ordered was not in the box, which is the Killowatt
Freestyle Fenty Beauty Highlighter.The Match Stix Trio was also damaged
and dented. I am really dissapointed with the handling. THis is fairly
dissapointing.
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1 Reply
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Re: Received Opened Box
Hi @dauzzie, I'm so sorry to see this. I will send you a PM shortly to
assist you with this! Thank you. Best, Rebecca
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Missing package!!!
My package was apparently left in front of my door but it’s gone
missing. I am so upset! I have never had this problem and I order from
Sephora online all the time! I spoke to fedex and they are no he...
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1 Reply
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Re: Missing package!!!
Hi @saekum, I apologize that you have not received your order. I will
send you a PM shortly to assist you with this! Thank you. Best, Rebecca
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Missing Package
I ordered some items and they were supposedly delivered today at my
front door step according to ONTRAC but I’ve looked for it everywhere
around my house/asked around my neighborhood and came to find ...
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Re: Missing Package
Hi @Nediy, I apologize that you have not received your order. I will
send you a PM shortly to assist you with this! Thank you. Best, Rebecca
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Re: Missing Package
Hi, I also had the same happen to me today. Except my package got
delivered to another person and a person whom I don’t even know accepted
and signed for my package. I have reached out to ontrac but t...
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1 Reply
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Re: Missing Package
Hi @MichelleS85, I am sorry to hear this. I will send you a PM shortly
to assist you with this! Thank you. Best, Rebecca
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Try on models
I was wondering what happened to the darker-skinned model for the try
ons. Thedarkest skin model y’all have now is a lot lighter than me, so I
don’t know how any makeup will look on me now. What gives?
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1 Reply
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Re: Try on models
Hi @divaknits, I am sorry to hear this. Thank you so much for this
feedback. I will forward this to the appropriate department so we can
make improvements in the future. Thank you! Best, Rebecca
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Wrong Shipping Address
Please help! I realized right after submitting that I used an old
address all the way across the country. Can I please change it or
cancel? Its still pending. I can’t afford to eat the 75 bucks! Ugh, so
dumb.
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1 Reply
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Re: Wrong Shipping Address
Hi @dumbshopper, So sorry to hear this. I will send you a PM shortly to
assist you with this! Thank you. Best, Rebecca
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Missing item from order
I ordered from Sephora not too long ago and it got here yesterday and
one of the items is missing but it still shows me being charged for it,
it even says shipped but it’s no where in the box and I’m ...
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Re: Missing item from order
Hi @catie124, I am sorry an item was missing from your order! I will
send you a PM shortly to assist you with this! Thank you. Best, Rebecca
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Didn’t receive a product paid for in package.
Hi, I didn’t receive an item that I ordered and was charged for and was
send an incorrect item instead. How can I go about getting the correct
item?
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Re: Didn’t receive a product paid for in package.
Hi @daniellecheri, I apologize that your order was incorrect. I will
send you a PM shortly to assist you with this! Thank you. Best, Rebecca
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Wrong Samples
What's the point of being able to choose samples if they don't send you
any of the samples you chose??
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Re: Wrong Samples
Hi @cevans87, I am sorry to hear this. I will send you a PM momentarily
to assist you. Best, Rebecca
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Re: Wrong Samples
For real.... here's the samples I got versus the samples I ordered. This
is so frustrating. Especially the fragrance - I was so looking forward
to the new V&R
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1 Reply
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Re: Wrong Samples
Hi @Stacie1987, I am sorry to hear this. I will send you a PM shortly to
assist you. Best, Rebecca
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