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199,514 Posts
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Re: Wrong shipping address entered
Hi @calanie17 I'm sorry for the confusion with your order. I will be
happy to take a look and send you a message with more information.
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Wrong VIB rouge email used for points
Hi. I don’t know if this has been asked, I apologize if it has. My mom
and I were shopping at a location that I actually worked at for the
holiday so they know me. During our checkout my mom is unsure...
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1 Reply
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Re: Wrong VIB rouge email used for points
Hi @lindsayce, I would be more than happy to look into this further for
you. I will send you a PM shortly. Best, Zakiya
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shipping issues
I made this order on Thursday at 11:05 Am and the order shipped two days
ago I am a Rouge member and also paid for flash 2 day shipping but now I
check it is arriving on Wednesday this is the 4th time...
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Re: shipping issues
Hi @Amreenvirani, I'm so sorry for any inconvenience. I took a look at
your order and can see that it contains a hazmat item. Because of this
item, your order is not eligible for Flash 2 day shipping ...
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what hazmat item usually it tells when placing the order...
what hazmat item usually it tells when placing the order but it didnt
dat anything.. why wasn't it mentioned during the order placement???
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Re: what hazmat item usually it tells when placing the order...
Hi @Amreenvirani, The Commodity Bergamot point reward in your order is
considered a hazmat item and is shown as having shipping restrictions
once it has been added to the shopping basket. Please send ...
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Says Delivered/ Package was not Delivered
My package says it was delivered last Wednesday but I have not received
anything
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1 Reply
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Re: Says Delivered/ Package was not Delivered
Hi @halehss, I'm sorry to hear that you did not receive your order and
will send you a private message in just a moment to help. All my best,
Megan
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Payment Error
I keep getting a "Payment Error" message and I cannot place my order.
Billing info, credit card info correct, no matter what card I try it
says "payment error."
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1 Reply
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Re: Payment Error
Hi @sudavis, Looks like you were able to successfully place your order!
🙂 Please send me a PM if I can help with anything else. All my best,
Megan
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Re: tatcha
Hi @amayarose According to our find in store function it should be
available in that store. However, our system only updates every 3 hours,
so you might want to call to make sure.
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How Long does it take for points to do show up on my account from a purchase at Sephora inside JCPenney‘s?
Rep scanned my card from the Sephora app and it’s been 24 hours?
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Re: How Long does it take for points to do show up on my account from a purchase at Sephora inside JCPenney‘s?
Hi @caway It can take up to 48 hours for purchases made in our stores
inside JCPenney to post to your account. If you don't see it update
tomorrow, please PM me with the location and subtotal.
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1 Reply
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RE: Re: How Long does it take for points to do show up on my account from a purchase at Sephora inside JCPenney‘s?
Thank you, I will check on that tomorrow!
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Didn’t receive my Sephora points
I bought the fenty stunna lip paint and I gave the Sephora rep my phone
number and it didn’t update the purchase or points on my account.
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1 Reply
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Re: Didn’t receive my Sephora points
Hi @Anonymous Oh no! I'll send you a message to help with this.
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Did not get my exchange money back
I purchased an eye gel and it didn't work for me so I went to exchange
it. So I got an eye cream instead and returned the gel. I didn't notice
it at the time but the cashier charged me for both the ey...
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1 Reply
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Re: Did not get my exchange money back
Hi @Anonymous, I will send you a private message in just a moment to
help. All my best, Megan
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Unsuccessful Authorization using a Gift Card
I called and customer service took care of the situation. Thank you 🙂
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1 Reply
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Re: Unsuccessful Authorization using a Gift Card
Hi @CAddis, Please let us know if we can provide further assistance.
Thank you for being a valued Sephora client. Stay Gorgeous, Penelope
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Shipment yet to arrive and my later order has already partly arrived!
Hi, My online order I submitted on May 27th and shipped May 31st was
supposedly out for delivery since June 4th and a delivery attempt on
June 2nd, but still hasn't arrived. Another online order I did...
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1 Reply
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Re: Shipment yet to arrive and my later order has already partly arrived!
Hi @Anonymous, I'm so sorry to hear this. I will send you a private
message to provide further assistance. Stay Gorgeous, Penelope
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June 2018 Monthly Rouge Gift
I am a Rouge customer, but my monthly gift is not showing up for June in
the Rewards Bazaar. How do I handle this?
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1 Reply
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Re: June 2018 Monthly Rouge Gift
Hi @Lizajd, Rouge gifts are promotional gifts with purchase. You will
receive an email notification with promotional gifts with purchase. They
will include a code that you add at checkout. Promotional...
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Promotion
I realized I wouldn’t use the items on my latest order, but I loved the
promotion I received with it- is it possible to return the items from my
order and keep the promotion?
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1 Reply
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Re: Promotion
Hi @simonemveg, Promotional items cannot be returned. You can return
items and keep the promotion. Please send me a private message if you
need further assistance. Stay Gorgeous, Penelope
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OnTrac
Wont order from Sephora online anymore as long as you use ontrac. My
order was scheduled for delivery by Tuesday and when i called Thursday
they said they were having management issues and it would be...
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OnTrac
I hate Ontrac as well, I have had many problems about getting my order
from Sephora. I don't remember but at least 3 packages were sent back to
Sephora even though I was home waiting for the packages.
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1 Reply
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Re: OnTrac
Hi @Anonymous, I'm sorry about this! Please send me a PM with your
recent order number, and I'll be happy to take a look further. Best
regards, Laurie
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Re: OnTrac
Hi @nikkicole9, I'm so sorry to hear this. I appreciate you bringing
this to our attention and I'll be sending the feedback you've provided
to the appropriate department to make improvements. If you d...
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1 Reply
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Thank you @RaquelBT! It's good to know that we have the o...
Thank you @RaquelBT! It's good to know that we have the option to select
a different carrier. I haven't had the same issues as the others, but
Ontrac is the only delivery service that thinks it's acce...
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Broken sephora pro editorial palette
I just received my sephora pro editorial palette in the mail broken
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Re: Broken sephora pro editorial palette
Hi @Anonymous, I am so sorry to see that your palette arrived in this
condition. If you have not received assistance with this order please
send me a PM with your order number so that I can look into this further
for you. Best, Zakiya
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Order didn't go through but I was charged anyway
After I pushed place order this error message appeared "Inventory
Purchase Fail".The order was charged to my Paypal and the money was
taken out of my bank account as well.I called customer service and...
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1 Reply
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Re: Order didn't go through but I was charged anyway
Hi @DavinaS1997, I would be more than happy to look into this further
for you. I will send you a PM shortly. Best, Zakiya
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Didn't Get Free Samples
I ordered over $100 between 2 orders and while I got my free Dior
backstage samples with each order I didn't get any of the other free
samples selected at check out. I have let it go for my last few o...
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