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!

[veronika23]

@KatieBT@candacebt@ShiraBT

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.

[Anonymous]

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. 

[Mainerade]

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

[m26430]

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.

[bakeamuffin]

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

[BrwnSugaG]

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

[RGbrown]

@KatieBT

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.

[prettyinpa]

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.

[Anonymous]

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

[KatieBT]

@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. 

[Kim888]

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

[aubs18]

Following

[Anonymous]

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.  

[suzyo]

Ok so I'm having a few issues tonight. On Safari I can't sign in to BIC. I'm signed in on the regular site, as in, I can shop, but when I switch over to BIC I can't sign in. When I click sign in the page just refreshes. Because of this I switched to Chrome and now I can't heart. I don't get error messages like @lmi82 though, in fact nothing happens. I just wanted to post this while I have the opportunity, so if I go missing, I'm probably just lurking due to technical difficulties 🙂

[lmi82]

Hi, @KatieBT. I've been having some problems with the website.

I have not been able to consistently heart post/threads for the past four days. The site has only let me give out a handful of hearts. Every other time I try to heart something, I receive this error message: "Sorry, unable to complete the action you requested."

An example from the Fall-Winter & Holiday 2017 Releases thread. The same thing happens everywhere.

This is very frustrating because I'm used to giving out hearts like candy.

I also keep getting this error message (413 Request Entity Too Large) when browsing BIC. It mostly happens when trying to view or reply to the Ghost thread. 

Taken 10/25/17. Happened again earlier today.

I also receive constant 400 Bad Request pages when trying to browse the Sephora website. 

Taken 10.25.17. Happened again earlier today.

I have tried clearing my cache/cookies numerous times and it does not help. Is there anything that you can do on your end?

ETA: My browser is Chome and I use a PC laptop. 

Update 10/29: Was able to heart some posts in the Beauty Pet Peeves 2 thread and the Active Promo Codes #18 thread. Still, cannot do anything in the Ghost thread. All of the error messages above are still a problem. 

Update: 10/30: Still not able to heart anything or even click anything in the Ghost thread without receiving some kind of error message. Was able to heart two posts in The Llama Thread, but get the error message above everywhere else.

This is getting extremely ridiculous. 

Now, I'm getting the 413 Request Entity Too Large error message when trying to view The Llama Thread again...

The Llama Thread. Taken 10/30/17.

I will try clearing my cache/cookies again, but I already know that it isn't going to do anything... 😞

Update 10/31: It has been a week since I first posted this and nothing has changed. I can only heart a few posts in certain threads and I keep receiving error messages everywhere else. 

Update 11/1: We're now into the month of November and I am still having all of these problems. 

[veronika23]

@KatieBT  I'm also still having issues with the website...  I keep getting that same Bad Request message as posted above. It makes it hard to browse the site for shopping and updating the community on new products.  It is beyond frustrating! Especially now with the sale.

[BrwnSugaG]

same thing has been happening to me too!

[KatieBT]

@lmi82 we're working on these issues! 

[veronika23]

I've noticed that I'm only getting half the emails for tags... I just happen to stumble on some of them 😞

@KatieBT

[KatieBT]

@veronika23 are your notifications in the community also inconsistent? 

[veronika23]

@KatieBT  TBH I don't pay that much attention to them... but looking real quick some could be missing.  I think the red dot (telling me there's something new) hasn't been showing much but I know I've been tagged so I guess yeah there are some problems. I also often can't access the profile page. Thanks.