PLAY! By SEPHORA Box Versions: Your Questions Answered

[sephoraadmin2]

Hi PLAY! by SEPHORA subscribers,

Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!

Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.

Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.

Q: How does PLAY! by Sephora decide which products to send to subscribers each month?

A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.

Q: What if I don’t like the products I received in my box?

A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home.

OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.

Q: What is the PLAY! PROFILE and how do I update my information?

A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.

Q: What if one of the products in my box is broken, damaged or missing?

A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!

[Anonymous]

The same happened to me!!

[Anonymous]

I also got totally inappropriate colors for my skin tone in my box. I'm extremely disappointed and was extremely excited about receiving my first Sephora box. I was offered a refund and I'm going to try it again next month but if it comes like that again I'm cancelling.

[Patience724]

It's nice you were offered a refund. I was not 😞

[Anonymous]

I have my profile set to light complexion and received 2 products in my box that were for a women with really dark skin coloring. I can't even try them out. Big disappointment on my first box from Sephora 😞 

[Shaede]

Add me to the list of those who received completely inappropriate products in August's box.  In my profile I selected light skin, and normal/fine/straight hair.  Three of the products I received are clearly intended for women of color - the concealer and foundation in deep shades, and the hair detangler from Qhemet Biologics for dry/curly hair. I also received a cellulite cream, when cellulite is not listed as one of my concerns.  These products are the exact opposite of my profile!  This is my first Play box - quite unimpressed so far.

[Anonymous]

Exact same situation! 

[lilahsky]

did you tell them? same thing happened to me! i complained via sephora chat and they game me my money back.

[Anonymous]

I received my August Play box (Box H) and two of the products are the lightest shades you have.  I checked my profile and made sure what I selected and it says Skin Tone: Dark.  SO bummed about this box and customer service just gave me points and said try again...  Poor service, poor attention to detail, and poor care to well paying customers.  I'll be taking my money else where at this rate.

[Anonymous]

And I have mine set to light and got dark shades. So frustrating...

[mlake]

I had the same experience.  Such a let down.  

[tgupkgirl]

I just received my first play subscription and two of the makeup products are way off my profile. I am very fair and received dark foundation and concealer. Can't help wondering if these are just extra samples Sephora just wanted to get rid off? I had hoped for a little more thoughtfulness in the products. Hope the next experience is better.

[mlake]

Probabl, but, really Sephora?   Same thing happened to me and it was so disappointing to see that the products missed the mark by that much.

[sephoraaddict93]

Hi Sephora,

I was totally excited to renew my Play! Subscription this month when I learned that the Hourglass Vanish Foundation was being featured. I am understanding of the fact that when it comes to subscriptions, color matches for complexion products will often not be 100% accurate. However, I was extremely disappointed to find a shade for a light skin tone in my box while I have a tan complexion listed in my beauty profile. I was wondering if this was a mistake or if my preferences in my subscription didn't come through.

I was kind of taken aback being a woman of color receiving a product that way too light for my skin, almost as though my personal information was not considered in the process - especially since Hourglass so beautifully created a variety of shades for all customers. I've noticed that some subscribers have experienced a similar frustration so I was hoping to see if this is something that will be addressed.

Thanks so much!

[lellolicious]

So interesting. I'm caucasian and my profile was set to Medium, but the samples I received are more appropriate for a woman of color.

Since this was my first box, I thought maybe they gave the same shade to everyone, which would be disappointing and defeat the purpose of completing the profile. But clearly that's not the case and they had an opportunity to do better. I wonder what's going on.

[mlake]

Yup!  Hopefully they'll read these and fix this issue.

---

[InaeJT]

Hi Play, today I received the August 2017 play box. I am excited to use some of the products but I have received, hopefully by accident, two products that do not match my complexion tone since I have light Asian skin. The products are KAT VON D Lock-it Concealer creme #33 and HOURGLASS Foundation stick. 

I would like to know if at all possible if I can receive two substitute products that would better match me as I initially I filled out the profile for play box. 

Thank you so much for your consideration. 

[mlake]

You're not alone.  Sephora customer service wouldn't swap my products or refund me, even though the products were obviously sent in error.  

[Anonymous]

Same thing happened here!!! So mad!!

[millaydee]

I don't know why I get arbitrary samples of products thrown in my box that are not even listed as items included! I feel like I get leftover stuff or unwanted perks that they need to unload. Anything remotely desirable never finds its way to me. Anyone want Smashbox primer? I have lots. Really fed up.

[MissMuffitt]

And yet I was so upset because mine didn't come with the Smashbox primer for the SECOND time they've offered it. What a HUGE disappointment. If this keeps up, I'm about ready to go elsewhere.

[youngsteph]

Hi, is there a way to omit hair products from my box?