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Customer Support
200,283 Posts
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Re: Unsucessful Authorization
Hi, did it say unsuccessful authorization right after placing the order?
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Re: Unsucessful Authorization
I just had the exactly same issue. I placed an order on 11/10/2017, and
I found that the status of my order is unsuccessful authorization. I
don't think it is the issue of credit card since I can use ...
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Missing samples
A few of my orders came today from the VIB rouge sale but some are
missing samples. This is the first time it happens, usually I get a
different sample when it ran out of stock but not getting one. Is...
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Re: Missing samples
Hello @yunii, So sorry to see that you didn't receive samples with a few
of your orders. I will PM you shortly to assist! Cheers, Richard
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Customer Support - linking VIB to online account
Hello,I've been a beauty insider for about 7 years, of which the last 2
i've been VIB. I always give my e-mail (linked to this account) at
stores and it always works, but when i log in on the website ...
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Re: Customer Support - linking VIB to online account
Hello @lhp93, I will PM you shortly to assist. Best, Richard
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wrong billing address!! please help me
I need help with an order placed yesterday that seems to have incorrect
billing information.
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Re: wrong billing address!! please help me
Oops! We'd be happy to help @MarielSC! Please contact us at
1-877-SEPHORA so that a Beauty Advisor may assist you with replacing
your order. Bisous, Sian
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Re: wrong billing address!! please help me
Hello Sian I am not able to make long distance calls at the moment. I
need online help. I have been asking but getting no response.
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Misc Samples
Is anyone else not receiving the samples they choose during checkout?
This is the second time in a row this happened!
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yes same here some times I don't even get a sample
yes same here some times I don't even get a sample
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RE: Misc Samples
I haven’t received the samples I have chosen for the past several
orders.Sometimes there are only two. Not sure why they bother to have us
choose anymore. I know it’s stated that they can be substitut...
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RE: Misc Samples
I’ve had this problem for the past few months. Very irritating. I have
said something about it a few times but nothing happens. Why let us pick
our samples if we aren’t even going to get what we picked!?
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Return
I bought an item during the vib sale and I've opened it and swatched it.
I didn't like it, am I able to return the item?
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Used (or defective?) item
I purchased the touch in SOL Metallist Liquid Foil + Glitter Double
Ended Eye set during the Rouge sale, I just received and the bottles are
almost half empty. I don’t know if it’s been used or if tha...
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Most times when you are exchanging an item that was disco...
Most times when you are exchanging an item that was discounted for the
exact same item you will pay what you paid originally. I would call the
store nearest you and see if they have it available an th...
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Re: Most times when you are exchanging an item that was disco...
Thanks for the tip! Unfortunately, this item is online only so I guess
I’m just gonna have to wait for CS to get back to me 😔
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No more blush book?
I think there's some glitches happening with my app. It said there was a
week of wow deal, but then they were gone. I also got a message when I
tried to look at Tarte's blush book that said it was no ...
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Beauty insider points
I had heard that points will expire each year now and not roll over?
Just checking bc I have a lot of points to use up in the next month!!
Please tell me this isn’t true 😢
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They only expire if your account hasn't been used in eith...
They only expire if your account hasn't been used in either 13 months or
18 months, but no they don't expire yearly.
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shipping
I placed an order that was a little over $50 last Saturday and the
status still says in progress 😕 I only ordered some fake eyelashes and
foundation so I was hoping it’d be here a little faster. Ballpark, how
long is it going to take?
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Nothing Resolved after 3 hours of frustration
While I understand that there is a 20% off madness going on so it takes
an hour to reach the customer service...after calling in twice which is
about 2 hours total wait time.. my issue still hasnt bee...
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Re: Nothing Resolved after 3 hours of frustration
Hi @Anitahhh96, We've responded to your message on Facebook. Please
check your Facebook messages at your earliest convenience. Thank you so
much for your patience! - Laurie
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Re: Nothing Resolved after 3 hours of frustration
I went through the same thing happened with costumer service! Very
disappointed in their costumer service department. Very disappointment
with Sephora. As I was checking out my order during the VIB sa...
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Re: Nothing Resolved after 3 hours of frustration
That is really poor customer service for a paying customer! Sephora you
can do better! Make this right for her, she is practically throwing her
money at you!!!
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Re: Nothing Resolved after 3 hours of frustration
Here's a follow up (summarizing for those who ever go through my
experience), I really hope Sephora's higher up people will see this
because the customer service lacks professionalism for such a large...
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Re: Nothing Resolved after 3 hours of frustration
***I forgot one important thing--- BIG MULTI BILLION SEPHORA DECIDES TO
LOWBALL ME-- this is actually funny because the call centre woman says
okay I understand your frustration so I'll give you a gen...
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I am sure you can find a resolution after the VIB madness...
I am sure you can find a resolution after the VIB madness. You can take
comfort in waiting for the $20 of $50 you will get in your email the
first week of December. That's what I'm doing since I could...
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Re: I am sure you can find a resolution after the VIB madness...
Thanks for this! I was thinking the 20% off is all or nothing.
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Delays and lies, deception
Why offer 20% with tons off items out of stock, place an unknown delay
of over 2 weeks on loyal customers? Save your apologies and prove
something substantial. I called twice and was lied to on the ph...
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Fall Look #Sweepstakes on The Gallery
This sweepstakes is over and winners have been selected. Thank you for
entering. Look out for our next sweepstakes on the Gallery! Enter for a
chance to win the Fall Look #Sweepstakes, and you could r...
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RE: Fall Look #Sweepstakes on The Gallery
guys!! I won the runner up prize!! I literally can't believe it, but I'm
so happy & grateful my birthday is in 2 weeks, so I'm going to treat
myself!! do you guys have any absolute must haves? help me spend this!!
@SephoraBIC
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Re: RE: Fall Look #Sweepstakes on The Gallery
Congratulations, @jessicalocklear! Hmmm... I feel like the community
really loves Sunday Riley for whatever your skincare needs are. As far
as makeup, I would treat yourself to Tom Ford Beauty, Natash...
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Re: RE: Fall Look #Sweepstakes on The Gallery
Congratulations @LeBeaute!! Any clue what you're going to get with your
prize?
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