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201,108 Posts
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samples
made 4 orders, received them but no samples. Also still haven't received
my January bag but I was charged for it.
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Re: samples
Hi @GJaimes, I'm sorry to hear you're missing samples and your January
PLAY! box. I'll be sending you a PM shortly to assist. 🙂 Best Regards,
❤️ Raquel
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Rouge Welcome Kit
I requalified for Rouge in December 2017 and have never gotten my
welcome kit with the brush. I've placed 2 online orders so far in 2018
and there's no option under rewards for me to get my welcome ki...
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Re: Rouge Welcome Kit
Hi @KhaosKara, I'm sorry to hear this! I'll be sending you a PM shortly
to assist. 🙂 Best Regards, ❤️ Raquel
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Foundation Shade
Hello! Sephora inside a Jcpenny near me, gave me my wrong foundation
shade even though they helped me. I was just wondering if I could get a
refund or exchange it for a different shade.
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Re: Foundation Shade
Hi @Jazzy011005, I'm sorry to hear this! All of our store returns are at
our store's discretion so I recommend contacting your local store
directly so a Cast Member can best assist! You have 60 days t...
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Was my order cancelled or not?
I placed an international order a week ago and received a confirmation
from you. However, when I went to track my order on your website, it
said the status of my order was “pending“ in the overview an...
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Re: Was my order cancelled or not?
Hi @Anonymous, I'll be sending you a PM shortly to assist! Best Regards,
❤️ Raquel
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WRONG ADDRESS
I just moved out of state and thought I changed my address on here, but
apparently not. I didnt realize until after it shipped 😣 I emailed
customer service but I got an automative response back that ...
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Re: WRONG ADDRESS
Hi @Stepharina, I'm so sorry for the delayed response. Please feel free
to private message me if you need assistance with anything! Also
@justine27, I just replied to your Wrong Address post as well. 🙂 Best
Regards, ❤️ Raquel
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Re: WRONG ADDRESS
Hi! Did you end up getting help with this? I'm about to be in a similar
situation 😞
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Wrong address!!
Hello! Sephora's website autocorrected to my old address. My order is
still pending and in "place" so I was hoping I could change it before it
gets set out for delivery? I tried emailing customer serv...
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Re: Wrong address!!
Hi @justine27, I'm sorry to hear this! I'll be sending you a private
message shortly to assist. 🙂 Best Regards, ❤️ Raquel
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Refund not being received
I bought a charcoal facemask a few weeks ago that irritated my skin and
made it super itchy so today I returned the product and swiped my card
for the refund but nothing showed up on the card. So I ca...
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Re: Refund not being received
Hi Tesserubie, It can take a few business days to see a refund for a
return made in store. We currently do not have access to transactions
made at our store locations. However, I recommend reaching ou...
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Problems with Online orders?
No shade against Urban Decay but I ordered the metals palette and
Sephora cancelled it in my order and reduced the price. When I called to
ask for clarification no one had an answer. Managed to get a ...
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Re: Problems with Online orders?
Hi @Anonymous, I'd be happy to assist with providing you clarification!
I'll be sending you a private message shortly to assist. 🙂 Best
Regards, ❤️ Raquel
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Need help changing birthday
Hi there, I used my friend's birthday at signup so she could have the
gift, and haven't got the chance to change it to my actual birthday of
February 3rd. Could you help updating my profile, or would I have to
call customer service? Thanks lots!
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Re: Need help changing birthday
Hi @IriisH, I updated this for you just now. 🙂 You may need to log out
to refresh. Best, Mali
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Re: Need help changing birthday
Yayyy thank you Mali! MaliBT wrote:Hi @IriisH, I updated this for you
just now. 🙂 You may need to log out to refresh. Best, Mali
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Re: Need help changing birthday
The birthday on my account says something like 05/27/1800. While the
skincare sold at Sephora may be great enough to keep us all looking
younger, I can assure you that I am not 218 years old hahaha. M...
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Re: Need help changing birthday
Hi MollyCamp, I just updated your birthday! You may need to log and out
of your account in order to view the change. Please let me know if there
is anything else I can help you with.
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Customer Service
I hope that people who need help will see this post. I had a problem
that I was hoping that Sephora would make right, and they did! If you
have any problems or questions, please please take a second t...
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Re: Customer Service
Hi @Bonnea, I'm glad to hear of your recent experience with our Customer
Service and appreciate you bringing this to our attention! If you ever
have any questions or concerns, please feel free to priv...
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Product return
To whom may concern, I've return a product for over a month now and I
still haven't received my money back on my card. What can I do now? I've
waited a while now and I don't know what to do and if anybody has dealt
with a similar situation.
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Re: Product return
Hi Jocelynxox, If your return was made through Sephora.com I'll send you
a message help! If you are referring to an in store transaction, I
recommend contacting your local Sephora Store where they can...
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No samples included in my shipment
This has happened to me second time in a row and I'm really pissed.
Don't advertise that you get three free samples when you only send me
once. You redeemed points for me last time and I appreciate it...
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Returning a 500 point perk?
Hi! I recently placed an order online and was wondering if I can return
a point perk if I don't like it. It's the Tarte one. I saw a few similar
questions from years ago so I wasn't sure if policy had changed. Thank
you!
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Re: Returning a 500 point perk?
Hi @Anonymous, We are sorry to hear that you did not enjoy your Rewards
perk. To answer your question, reward items are not able to be returned.
For more information on our terms and conditions please...
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Customer Service
So, I placed on order on monday. Yesterday I got a shipment and none of
what I ordered was in there. I ordered 3 things and what I received was
a primer which was NOT what I ordered. I called customer...
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RE: Customer Service
Here's another update: the shipment says delivered and I checked on the
ontrac website and it says it was delivered behind my door but I wasn't
home and when I got home it wasn't there? I don't know w...
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Re: RE: Customer Service
oh my god! that is unbelievable. i hope they get you what you ordered.
I've been hearing about this a lot lately. my neighbor said she always
has problems with ontrac!!!! this is why i never order onl...
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RE: Customer Service
Well here's an update: I contacted Sephora customer service and they
lady was very nice with me but sadly my shipment cannot arrive any
sooner. I'm still bummed out but I love how nice Sephora is. Loo...
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Re: RE: Customer Service
Hi @Milly9, Sorry to hear about this. I'll send you a private message to
see if I can further assist. 🙂 Happy Friday, Mali
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defective birthday gift...
Hey I just received my Bite Beauty birthday gift with my last order. The
lipstick is very loose and wiggly and I can't apply it without smashing
it against the side. Is there a remedy to my problem? thanks
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Re: defective birthday gift...
Hi @kef13, I am so sorry to hear this! If you redeemed your Birthday
Gift in stores then I would suggest that you reach out to your local
Sephora location so that they can assist you further. If you p...
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No samples and ridiculous answer from Customer Service
So I got my 5th order without samples and decided to finally write an
email to a customer support about this issue. I was told to go to the
shop and get samples there. Ooh ok Sephora, thank you very m...
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Re: No samples and ridiculous answer from Customer Service
Hi @PomPomChick, I am so sorry to hear about your customer service
experience! I will send you a PM to assist you with your missing
samples. Best, Zakiya
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Broken NARS Orgasm Lipstick Sample in Play! Box
Hi Sephora team, can I exchange my Nars sample that was in my Jan Play!
box?? The one i received in my Play! box is broken/stuck to the lid.
Thanks much!
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