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198,741 Posts
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Re: Shipped wrong item
Hi @vivfredtootell, I wanted to let you know, I took out your order
number and ship ID for security purposes! I'll be sending you a PM
shortly to assist. 🙂 Best Regards, ❤️ Raquel
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Account suspension I EXPECT TO BE UNSUSPENDED IMMEDIATELY
Each time I have had damaged items due to your lack of packaging care
aka proper bubble wrap, I have included photos showing the damage. If
you are unable to give a refund state that instead of suspen...
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Re: Account suspension I EXPECT TO BE UNSUSPENDED IMMEDIATELY
Hi @XxTashaxTerrorx, I sincerely apologize about this. Please feel free
to private message me if you need assistance. For immediate assistance,
please give us a call at 1-877-SEPHORA. Thank you. 🙂 Best Regards, ❤️
Raquel
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Re: If i receive a broken eyeshadow palette in the mail can i take it in store to swap it for a non broken one?
Hi @Anonymous, Yes, you can return or exchange online purchases in store
as long as it has been within 60 days. Make sure that you have your
order invoice and your original form of payment as well. Best, Zakiya
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Re: missing items
Hi @ChristineLCC, I am sorry to hear that your items were missing from
your order. I will send you a PM for further assistance. Best, Zakiya
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Weekly Not So Wow
This week’s installment of Weekly Wows doesn’t appear to be sales or
special offers (most things). What’s up with that?
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RE: Weekly Not So Wow
It seems to be working just fine right now. The prices have been
adjusted.
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I reached out to customer service and apparently the nond...
I reached out to customer service and apparently the nondiscounted items
were dropped from weekly wow deals and the website isn't refreshing and
taking them down.
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Again. Problem with samples.
Ok. This is getting frustrating. I've been a loyal Sephora customer, am
subscribed to Play, and my family gifts me with items from Sephora for
birthdays, holidays, etc. Even my sister was bothered bec...
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Re: Again. Problem with samples.
Hi @PlaidLove. Apologies for any inconvenience. While we try our level
best to ensure your selected free samples are included, we apologize if
you receive substitutions or missing samples entirely due...
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1 Reply
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Re: Again. Problem with samples.
This is a reply I just saw to another customer with the same problem: We
still offer three free samples with every online merchandise order!
We're currently aware of our samples issue and we hope to r...
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Missing Samples-last 2 orders
Is the free sample program being phased out? Between my last two orders,
I received ONE sample (one for one order and NONE for the other). I
understand they are just small free samples, but they are s...
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Re: Missing Samples-last 2 orders
Hi @jarsofc555, We still offer three free samples with every online
merchandise order! We're currently aware of our samples issue and we
hope to resolve it soon. I'll be sending you a private message shortly
to assist. 🙂 Best Regards, ❤️ Raquel
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Re: Missing Samples-last 2 orders
RaquelBT wrote:We still offer three free samples with every online
merchandise order! We're Hi, I'm having the same problem and a different
mod just told me the samples just don't happen sometimes. Is...
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I waited long to order this and now Sephora sold it and told me my order is cancelled.
Yesterday I ordered "Niacinamide 10% + Zinc 1%" by The Ordinary. I've
waited a long long time for this Product to be back in stock. So when I
saw that it was available I directly ordered it (it was st...
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Re: I waited long to order this and now Sephora sold it and told me my order is cancelled.
Hi @Anonymous. Apologies for any inconvenience. I have removed your
email for privacy reasons. The item is in high demand and so sorry we
weren't able to fulfill your order. Be sure to sign up for an email
alert to be notified. xo, jamila
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Insider points gone!
I had points last week and tonight when I went to check out new things,
I saw they were all gone and I was being asked to rejoin beauty
insiders. I hope someone can help me get them back, since I know...
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Update - I got them all back once I woke up this morning!...
Update - I got them all back once I woke up this morning! Thank you!
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Re: ColorIQ default
Hi @Anonymous, You are welcome to edit this on your profile. 🙂 Click on
your icon next to your Basket, scroll to Profile and click on it, then
click on Edit on the right. You will see Color IQ on the...
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Re: ColorIQ default
Hi @MaliBT. I have several coloriq listed. But, the one that I have as
default in my profile is too dark (3y08).I already have the desired
coloriq on the list (2y08). The problem is that it wouldn't l...
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Re: ColorIQ default
@Anonymous, Hmmmm I would call in so a Beauty Advisor can assist. Our
Beauty Advisors are available by calling, 1-877-SEPHORA
(1-877-737-4672), Monday – Friday 5am PT to 9pm PT and Saturday & Sunday
6am PT to 9pm PT. -Mali
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Free samples never sent and removed from my receipt when using a promo code
Does any one else have this issue? I never get my 3 free samples when I
order online and use a featured promo code, even though I make sure I
choose them and they are on my order, they are never inclu...
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RE: Free samples never sent and removed from my receipt when using a promo code
Your not alone it’s really starting to feel like a lottery and how fast
you can check out now my basket is empty after I fill it come on 🙄
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RE: Free samples never sent and removed from my receipt when using a promo code
It’s a total joke on us the cancelled pending orders even on Sephora
play box at times I’ve had it cancelled recharged cancelled as for
purchases as I’m in basket it times out as I’m checking out and ...
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About the “We’re Sorry” canceled orders by Sephora
Hello, I have been in contact with management about my 5-6 orders that
were held (pre-auth’d) this week and then were canceled @ the warehouse
due to out of stock issues. I understand that, HOWEVER,in...
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Re: About the “We’re Sorry” canceled orders by Sephora
Hi @audaciousally, I sincerely apologize about this. You should not be
charged for any items that were cancelled from your order. If you see
any pending charges, they should be reversed within one bil...
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RE: Re: About the “We’re Sorry” canceled orders by Sephora
If I post the transactions, will they only be seen by you? Or does the
public also see my post? I just don’t want my address, acct info made
public. Otherwise, I can show you which ones I’m still show...
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Re: RE: Re: About the “We’re Sorry” canceled orders by Sephora
Not CS, but if you go to their profile (click their user name) you can
send a private message.
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Insider points
hi, I saw that my beauty insider points reset every year on January 1st.
So all the points for purchases I made December 22-31 disappeared after
the new year. Then I got new points and when I had to r...
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RE: Insider points
@Anonymous points did not reset in the new year. Points only expire if
you have no activity on your account for 18 months. The only thing that
resets on the new year is status and spending to reach vi...
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System Flaw
Well, I ran into another one of Sephora's system flaws. I have been
saving my points waiting for the right reward to come along in the
bazaar and yesterday one popped up that I was super excited about...
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Items missing from my order
I just received my package and my sample that I requested are not in
there but there are 3 of the same thing that I didn’t ask for but that’s
not really a big deal. However I am missing an item that I...
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Re: Items missing from my order
Hi @angelak21, I can look into this for you! I'll send you a private
message. 🙂 Best, Mali
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Order still not shipped
I placed 2 orders one on 1-12 and the other on 1-13 and they still have
not shipped? I looked online and some of the samples I chose were out of
stock now. I don’t care what samples I get long as my o...
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Re: Order still not shipped
Hi @Anonymous, I can look into this for you. I'll send you a private
message. 🙂 Best, Mali
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Order Cancellation
Hi Sephora I placed an order on the 15th January 2018 which was
cancelled. My paypal account is showing the payment made to yourselves
as pending.Could you please advise how long it will take for the money
to go back into my account. Kind Regards
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