Beauty Insider Community Feedback

[KatieBT]

Hello beautiful Beauty Insider Community members! 

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.

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.

• For more tips and information, check out the Community FAQs: https://community.sephora.com/t5/Customer-Support/BEAUTY-INSIDER-COMMUNITY-FAQs/m-p/2825445#M49862

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

Whenever reporting a bug we need as much info as possible or our tech team cannot reproduce the issue and verify it's actually occurring. If they can't see the issue they cannot fix it. You cannot overshare details, test on too many devices or share too many screenshots... The more detail the better!

[greeneyedgirl107]

 I've noticed a lot of posts about points not be added, birthdays needing to be changed, etc. These are CS issues.   It would be great if there was an option for users not to report as spam but to report as a CS issue.  The boards are getting clogged up with CS-related posts.

[WinglessOne]

@greeneyedgirl107 @TeamBIC  I second this idea. It’d be helpful to folks needing Sephora CS and the community at large. 

I know there’s a persistent “Support” link on the BIC homepage/wrapper, and it’s even right next to the “Start a conversation” link. I wonder why people skip over the Support link and use the new thread link instead to ask customer service questions. (I mean, besides people who just wanna publicly vent their Sephora frustrations… I get why those folks do it.) That’d be an interesting usability study for Sephora’s web design crew to do. 

[greeneyedgirl107]

@WinglessOne thanks for the support!

[Titian06]

@WinglessOne - I see the Start a Conversation button at the top, but I don't see the Suppot button or link that you mention.  (I'm not one of the people leaving the CS posts.)  I was just looking to see how prominent the link is and if it says Support or Customer Support.  I suspect a link labeled "support" means people think of it in terms of technical support, not customer service.  But if they don't even see a link like me, then that's an even bigger reason for not using it.

I agree that a link to customer service should be added if not already available.  If one is available, the technical team needs to figure out why it's not showing.

I'm using a Samsung Galaxy G35 Android phone and a Samsung Tab A Android tablet.

[WinglessOne]

@Titian06  Now see, I forgot there’s another “Start a conversation” link, even though it’s part of BIC’s top nav. 😅 Assuming this is the one you’re seeing: 

iPad+Chrome (in desktop content mode) screenshot of BIC homepage, with “Start a conversation” button highlighted by me.

The one I was talking about is the second link: 

Another BIC homepage screenshot, a bit farther down the page, with the other “Start a conversation” link highlighted by me.

And now I see why some folks might miss that “Support” link: they probably launch threads from the top nav without scrolling down the page first. Might help to add a “Customer support” button to the top nav (first screenshot) beside the thread button—though I can understand why that might be a challenge, if Sephora wants to keep certain buttons in that area visible on a phone (less space to work with in that scenario). Buuut figuring out the solution(s) is not my job 😅—I mean, no one’s paying me to do that and I know the going rate for web/UX/usability design in my geo market—so I won’t try to solve it here. 

EDIT: this reminds me… once upon a time, Customer Support was one of the groups listed on the Groups landing page. Kinda wish it was still there. 

[greeneyedgirl107]

@WinglessOne I agree with your edit!

[Titian06]

@WinglessOne - Sorry for the blurry pic!  Here's what I see on my phone when I scroll down.  I honestly thought if I clicked on the balloon with question mark, it would provide more info about the Ambassador Curated Posts link!  I didn't know it was a link to Support.  I suspect many others don't either.  Maybe there needs to be a spacer bar between the text and the two icons like there is between the other text.

My tablet shows the text Support spelled out.  But the icon is still showing before the text.  Or how I understood it, after the Ambassador... without a spacer bar.  I also notice on my tablet, Start a Conversation and Support are in a smaller font than My Posts and Ambassador...  A smaller font would allow room for adding a spacer bar.

 

[peculiarzmakeup]

Hi @TeamBIC  I just wrote a very long post for a challenge and the whole screen just glitched and brought me back to the home page. It may just be my internet but wanted to report in case this happens to anyone. 

thank you so much 🙂 

[CynthieLu]

Hi @TeamBIC I don't know if anyone else is having this issue but I've been noticing lately I'm not getting all my @ notifications. I'll get most of them but a few here and there don't come into my BIC inbox. I have a Google Android device. It's not a huge issue but I thought I'd mention it incase it's happening to anyone else. 

Thank you 🩷

[sister13]

Is anyone having issues with the main feed not listing/sorting as expected? Usually I have it sorted by most recent but that’s not working. I can see my o posts under my posts. This has been happening since at least yesterday. I’m on mobile browser, Safari. @TeamBIC

[sister13]

Just wanted to flag this one again @TeamBIC , is this a known issue and is there any fix for it? I haven’t been able to figure out a pattern of which ones are ordering properly or not. Thanks! @Titian06 

[Titian06]

Yes, @sister13 @TeamBIC .  I've noticed this for the past week while using both my Samsung Galaxy A35 5G Android phone and Samsung Tab A Android tablet.  My posts are updating fine; they're just not showing as most recent on the main page

[sister13]

This issue is driving me absolutely bonkers and I’m not sure why but it’s making me crazy that the posts are sorting the way I’m 

used to! Are you still seeing this issue? @Titian06 Anyone else? Is it not so bothersome to everyone else, lol ?

[WinglessOne]

@sister13 @Titian06 @TeamBIC  Add me to the list of the bothered folks. 😂 I started noticing it on Wednesday on both my iPhone (iOS 18.1.1 + Chrome) and iPad (iPadOS 17.6.1 + Chrome and Safari). And I’m talking specifically about the website, since I never use the Sephora app for BIC. 

On Wed. 1/15 I made my first haul post of the year in the Jump Start Your New Year-January Hauls 2025 thread. When I went back to the BIC homepage 1-2 minutes afterward, that thread wasn’t on the first (or second, or third) page of the feed—even though I had just posted in it. I commented on 2 or 3 other threads that day and, IIRC, only one of ‘em got auto-bumped to the top of the main feed. On Friday and yesterday, a couple threads I replied to did get bumped as expected. I can go through My Posts and list those threads, if that’ll help the dev folks. 

Also, The Bothered would be a great band name. 

UPDATE: this BIC Feedback thread did show up on the main feed’s first page right after I posted this comment. 

UPDATE 2: I just commented in the January hauls thread again and immediately went to the BIC homepage. That thread didn’t show up on the first page of the feed, but it did on the second page, even though that thread was updated (by my comment) more recently than other threads on the first page. 

[Titian06]

Thanks for adding your voice to ours, @WinglessOne !  @sister13 

Agree, The Bothered would be a great band name. 🎵🎤🎸

[Titian06]

@sister13 - Posts are still not sorting for me either.  I'm surprised no one else aside from you and me finds this annoying.

@TeamBIC- Is there an issue or is it just the two of us?

[sister13]

Thanks for commiserating with me, haha! @Titian06 

[PrettyPaint]

Is it still the case that it's best to write reviews when signed into the app? I just tried to write a review on the desktop version, but there was an error and I don't think it posted. Thanks!

[TeamBIC]

Hi @PrettyPaint, thanks for your comment and sorry to hear that you're receiving an error message when submitting reviews via desktop! Do you mind giving us an example of a recent review you tried submitting that you received an error for so we can look into this further? 

[PrettyPaint]

@TeamBIC I was trying to review the Beauty Blender Puff. However, after I couldn't get the review to post on the desktop version, I eventually tried using the app and was able to get it to post there. I'd prefer to be able to review from the desktop version just because it's easier, but I don't mind using the app if it's the only way to do it. Thanks so much!