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201,187 Posts
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Re: Worst experience with OnTrac Delivery
Hey, Raquel Thanks for helping. I really hope Sephora can change carrier
(dont use OnTrac), at least, for our Rouge, can we expect some better
service. I have checked with my neighbour yesterday and n...
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Worst experience with OnTrac Delivery
hi Cattylux, I had the same thing happen to me today. When I went online
to track my package it said it had been delivered at 11:10 a.m. I've
been home all day. I checked my surveillance video that I ...
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Re: Worst experience with OnTrac Delivery
Hey, Michelle,Sorry to heard the same thing happened on you too. Sad 😞I
have checked with my neighbours and none of them saw any suspicious when
my package was "delivered". So right now, I am doubt w...
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Re: Worst experience with OnTrac Delivery
Hi @MichelleR80, I sincerely apologize for the inconvenience caused.
I'll be sending you a private message shortly to assist. 🙂 Best
Regards, ❤️ Raquel
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Loves list not working!??!
What in the world is going on with the loves list!? For at least the
past year, I have been unable to access my loves list. When I look at an
item I know I have loved in the past, it doesn't show up t...
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Loves list not working!??!
I've stopped using it on the site due to these issues. I have had no
trouble with it in the app, though.
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Re: Loves list not working!??!
Hi @cupcakesncats, Sorry to hear you're having trouble with your Loves
list. I have shared the details of your experience with the appropriate
teams. In the meantime, have you tried clearing your cach...
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1 Reply
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Re: Loves list not working!??!
Hmmm thank you for the tip but that didn't seem to help. Is there a way
to escalate this issue?
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Status Unsuccessful Authorization
Hi,I've placed an order and have been charged. But my order status says
"unsuccessful authorization".Could you please help with this? Thank you!
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1 Reply
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Re: Status Unsuccessful Authorization
Hi @Anonymous, Sorry to hear about this! I will take a look and send you
a PM shortly. Bisous, Sian
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Can't print return label
Is it mailed to my email or something or am I supposed to be able to
print it right away
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1 Reply
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Re: Can't print return label
Hi @Anonymous Please visit www.sephora.com/returnlabel - from here you
should be able to input your order number and other information so that
your Return Label will be generated for you to print. Hope this helps!
Bisous, Sian
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Can I please speak to a mod?
I have an ongoing issue that I believe needs attention and I cannot get
any type of customer service anywhere else.
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Re: Can I please speak to a mod?
@DonielleJala, I am sorry to hear this, I am going to send you a message
momentarily.
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How do I do a return by mail (I live in Canada)?
How do I do a return by mail (I live in Canada)?
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Re: How do I do a return by mail (I live in Canada)?
Hi @productquestion To return your item(s) by mail from Canada, please
follow the directions below: Step 1: Complete the Return Form on the
packing slip Fill out the form on the packing slip included ...
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1 Reply
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RE: Re: How do I do a return by mail (I live in Canada)?
I called sephora and they sent me a slip to put on tbe box Is there
something that I need to fill out?
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How to remove the payment info from the app
Hi, Does anybody knows how to remove the payment information from the
APP? Thanks!
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1 Reply
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Re: How to remove the payment info from the app
Hi @Veralli You should be able to remove/edit this information by
selecting "Account", then "Payments" from the available dropdowns. If
you're still having trouble, please feel free to call us at 1-87...
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Slow Shipping
Hi, I placed an order on September 16. Today is September 23. Shipping
was supposed to take 3 business days and my package is no where in
sight. According to the tracking, it won’t be here till the mi...
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1 Reply
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Re: Slow Shipping
Hi @plm95, Sorry to hear about your experience! I'm taking a look and
will send you a PM shortly. Bisous, Sian
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Paypal order not processing
Hi, my paypal order is stuck at authorization and this has happened 2nd
time with me. How can i ensure i can do my sephora shopping with paypal
?
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2 Replies
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Re: Paypal order not processing
Hi @ammieG, I'm sorry to hear about this! Please keep in mind that all
orders are subject to review, and our teams work to review all orders as
quickly as possible in the order received. For further a...
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1 Reply
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Promo Cancelled
I bought a Prada perfume only because of the toiletry bag from the
promo! But it got cancelled... Does anyone else have the same issue
recently? Feeling really sorry for my 80 dollars...
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1
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1 Reply
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Re: Promo Cancelled
Hi @EricaLei98, I am so sorry to hear about this! I am going to take a
look and will send you a PM shortly. Bisous, Sian
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Shipping on individual rewards
I used 1000 points for an individual reward and ordered nothing else.
The shipping on this is taking much longer than shipping normally does
with my account from Sephora. Is this normal? How long should i expect
to wait?
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1 Reply
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Re: Shipping on individual rewards
Hi @ali2213 Sorry to hear about this experience! Let me take a look and
I'll send you a PM shortly. Bisous, Sian
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Missing items in order?
So I bought 3 items along with a bunch of free or point samples, the
hourglass veil setting powder, the bite lip mask and the tartelette
toasted palette. The first and the third are missing from my pa...
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1 Reply
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Re: Missing items in order?
Hi @annajliu, Sorry to hear items may have been missing from your order.
I'm sending you a PM now to assist you further! Bisous, Sian
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Forgot to use Beauty Insider card for purchase
is there any way to add the points to my account since i forgot to use
my card with purchase
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1 Reply
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Re: Forgot to use Beauty Insider card for purchase
Hi @Anonymous, I'd be happy to help! Please send me a PM with a clear
photo of your receipt, and include your registered email address in your
message. For faster assistance, please call us at 1-877-SEPHORA. Bisous,
Sian
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1 Reply
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Re: need help closing account
Hi @Anonymous Thanks for your patience! I am sending you a PM now.
Bisous, Sian
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Its been weeks...why haven't i received a refund?
I make multiple orders OFTEN lol and this time i had 1 item each to
return for 3 orders i had made (i had an allergic skin reaction to the
La Mer products i purchased). I mailed 3 separate boxes on th...
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Re: Its been weeks...why haven't i received a refund?
Hi @shirnel I will be happy to look into this for you. I will send you a
message for more information.
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Re: Its been weeks...why haven't i received a refund?
These were the orders which items have returned and have not received a
refund or notification of this.
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Re: Its been weeks...why haven't i received a refund?
Hi @shirnel, I have edited your message for security purposes. If you
would still like assistance with your orders, please feel free to
message myself or another mod directly. For faster assistance, please
call us at 1-877-SEPHORA. Thank you, Sian
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Forgot to Redeem Birthday Gift
I forgot to redeem my birthday gift in August is it too late? I made a
purchase in my birthday month and the sales associate didn't even give
me anything? and I used my rouge card....very disappointed!!
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Re: Forgot to Redeem Birthday Gift
Hi @caiseysmolinski, sorry to hear that! If the store forgot to give it
to you, they would probably give it to you on your next purchase, if you
let them know. I recommend trying that and contacting u...
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