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Beauty Insider Community Feedback

Hello beautiful Beauty Insider Community members! Welcome to your new Community. Smiley Happy 


It’s an exciting day! We’re starting this thread for you guys to report any issues and weird things that you are seeing or ask any questions. We have a number of issues logged that we are already working on a fix for, so this is a work in process.(Beta!)


Some things to note as you are reporting issues:

  • If you are looking for a thread and can’t find it, please post here. We’ll need to manually move some threads that got lost in the migration to their correct groups.
  • If you are reporting a bug please be specific about the issue you're seeing, how you got there (“I clicked here and it did *this*”), the device you're using and which browser you're in. 


Some tips:

  • If you are looking for a thread that you commented on in the old community, go to the front page of conversations and click the “My Posts” tab. This is where you will find all of your conversations activity, including your heart count.


It’s good to see you all and thanks for being patient!


UPDATE 8/23:

  • Live Community Chat is here! Visit the FAQs to learn how it works:
  • Q&A has been removed from product pages.
  • Reviews are temporarily down and will be back up tomorrow, 8/24.
  • We are seeing that many of you have received notifications about your rank changing. The ranks will (still) be changing soon but that was a glitch that does not necessarily reflect the actual rank changes. 


Previous updates will be saved in the spoiler below:


UPDATE 8/21:

  • Third level replies are being fixed.
  • Threading order should be fixed for everyone but you must be signed in or you may still have problems.
  • We're fixing the app keyboard.
  • Recent photos will be coming back to the Conversations feed but we do not have timing.
  • On the issue of the Customer Service threads clogging the feed: We feel your pain and we're working on it. We do not have timing yet but it's one of our priorities. 
  • You should also see some movement in your ranks soon


Re: Beauty Insider Community Feedback

I can see the change on the home/conversations screen.  Love it, thanks @KatieBT !!

Re: Beauty Insider Community Feedback

@KatieBT Will there be responses regarding the issues reported below that are unresolved? A number of us are still having technical issues and not seeing resolutions occurring, and it has been a while since the last update or response from an admin on this thread. Is this thread valid or has it been replaced, or was it meant to be deleted after the initial period? It would be great to get clarification and to find out where we need to post to request help for ongoing app difficulties. 


In case this thread is still valid and being monitored and actioned, there are still multiple issues with the iPhone app:


1) The most frustrating one I’m experiencing (and that many others are also experiencing) is that “read more” isn’t clickable when reading any reply posts. I can only see the first 4-5 lines of any reply post. Example:





2) The threads will only display posts up to 4 levels deep: main post, first level of responses, second level of responses, and responses to those. The app can’t display responses beyond that. Example of a discussion thread:







You replied to the last post shown above, but it shows nothing more for me in the app. However, I can see your reply and all other replies on the web interface on my iPhone:





3) Another ongoing issue with the app is the lack of visible spaces between paragraphs. Posts are still displaying as massive, long blobs, no matter how many paragraphs have been used. So, when Sephora admins communicate vital information via BIC, it’s just one massive paragraph that goes on for pages and pages. Example: 





I’ve followed all the troubleshooting advice I’ve been given (ensuring my iPhone iOS is updated, uninstalling and reinstalling the app, etc.) but the problems persist for me, and for many others. 


Thanks for your help!


FYI: @fatimamummy @fieldsofclover @bakeamuffin @veronika23 @BrwnSugaG

Re: Beauty Insider Community Feedback

@PinkEvergreen Wow. That was incredibly detailed and the exact issue we all have. I constantly have to switch from the app to Safari on my iPhone to read an entire post. It’s my one and only gripe. I hope it gets fixes soon. I truly enjoy coming on here instead of watching TV on my downtime! Lol

Re: Beauty Insider Community Feedback

Yes - the "read more" is still an ongoing problem for me as well and I've also followed all the trouble shooting steps. 

Re: Beauty Insider Community Feedback

@KatieBT I don’t get notification emails for the all the threads, I have subscribed for. For a few I get all notifications but for others maybe only 1 out of 10. Same is with the tags. Sometimes I get notification email right away, sometimes after many hours, next day or not at all. Can you please look into it for me? Thanks.

RE: Beauty Insider Community Feedback

@KatieBT in the app the notifications only shows messages. Doesn’t show when you rank up or get hearts.

Re: RE: Beauty Insider Community Feedback

or if someone mentions you or replies

Re: Beauty Insider Community Feedback



How come some threads are still not showing on the main feed? This is really and truly one of the most frustrating things on BIC right now. I sent a pm with a list of threads back in early October and still nothing. I wish I could just do it myself... I honestly would if I had access...  What can we do to get this fixed asap please???


How come our questions and feedback are going unanswered?  It seems we are getting ignored with legit questions/problems either about BIC, the site or products.  I miss BT... at least when we had problems they would get fixed... and when we wanted to know about Canadian release dates we would (most of the time) get an answer... now it just seems no one is around and no one cares. All our messages fall on deaf ears. It's completely frustrating and I know I'm not the only one who feels this way.

Re: Beauty Insider Community Feedback

No one at Sephora is reading this thread. If you read down you'll see I got this hilarious reply from prettyinpa: "Really, we don't need to see all the complaints and problems, we have enough in our lives. It also doesn't shed a very favorable light on Sephora if all the complaining is the first thing newcomers see on the main page. Please hide it again." Sephora felt like an elite company ten years ago. Now it just feels like Instagram-obsessed teenagers. It's really a shame. Can't wait to use up my gift card so I can close my account. 

RE: Beauty Insider Community Feedback

“Read More” function doesn’t work. I can’t read anyone’s replies past 2 sentences.

RE: Beauty Insider Community Feedback

Yes this is terrible in the app. I see this was posted over 2 weeks ago and the problem still persists. Major usability error for an app.

RE: Beauty Insider Community Feedback

I have this issue too, are you using the app on the iPhone? I have to switch the web version to read full replies and it’s kind of a PITA haha

Re: RE: Beauty Insider Community Feedback

i've posted about this a couple times too - still nothing ...

Re: Beauty Insider Community Feedback


Is there going to be any response to the list of threads I posted below on 10/10 (over a month ago) that should be showing up on the main feed but aren't? There are more...that was just a start...but I won't waste my time if Sephora won't even acknowledge the problem, much less work on it.

Re: Beauty Insider Community Feedback

Community support is showing up on the main feed page again!  Really, we don't need to see all the complaints and problems, we have enough in our lives. It also doesn't shed a very favorable light on Sephora if all the complaining is the first thing newcomers see on the main page. Please hide it again.

Re: Beauty Insider Community Feedback

So where should I post Beauty Insider feedback if not under the Beauty Insider Community Feedback thread? 

Re: Beauty Insider Community Feedback

@prettyinpa @Kim888 we agree 110%, this isn't a good look and not the content we want to see. We had fixed this issue in the past and it seems to have broken again. 


We've been working on the solution, please bear with us as we sort out what is causing this recurring issue. 

Re: Beauty Insider Community Feedback

@prettyinpa Agreed! It would be really nice if the customer service posts were removed from the main thread. 

RE: Beauty Insider Community Feedback


Re: Beauty Insider Community Feedback

I see lots of comments here on technical issues in the last couple of weeks.  My shopping cart quietly removed my birthday gift, all three samples, and my awesome gift bag of samples. Pretty disappointing opening a box expecting some fun goodies and getting nothing at all, especially since I can't get my birthday gift now.  Sephora used to be the best but it has really gone downhill in the last couple of years.  Making VIBs pay for Flash shipping was a sign of things to come I guess- $45 now to get a gift with purchase that doesn't even contain deluxe samples??  Sadly I think this last website snafu put me over the edge; I now can get better promotions going straight to the manufacturer websites.  

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