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!

[WinglessOne]

Hey @TeamBIC, can you ask the folks in charge of Sephora product pages to please please please fix this shade misrepresentation? And not just because it drives my inner UX designer nuts (especially since I own both lipstick shades involved and thus know how they look in person). 😅 A friend says she recently ordered Gucci Velvet Matte Lipstick 702 Anne Lilac from Sephora, expecting it to be a deep smoky purple because that’s what your product page shows for this shade: 

Cropped screenshot of Sephora’s product page for Gucci Velvet Matte Lipstick, showing and describing Sophie Plum instead of Anne Lilac.

But instead she got a much lighter brighter purple—a lilac, you might even say 🙃—shade, because the real Anne Lilac looks nothing like those smoky purple swatches. Your product page has Anne Lilac and Gucci Velvet Matte Lipstick 606 Sophie Plum swapped: the shade descriptions and swatch photos are wrong for both shades. Here’s what your Anne Lilac Sophie Plum description & photos look like: 

Another cropped screenshot of Sephora’s product page. Yeeeeah, that’s not Sophie Plum, that’s Anne Lilac.

I didn’t check any of the other shades on that product page, so I don’t know if any others are mixed up. I do know Anne Lilac and Sophie Plum have been mixed up for a long time… don’t remember if I’ve reported the mixup before though. Assuming both shades are still at Sephora stores, any Sephora sales associate can verify what they actually look like. So can I, since I have ‘em both. 😉

On that product page, I saw a customer review complaining that they ordered Sophie Plum expecting a bright purple but instead got a deep dark purple—because what that customer got was the real Sophie Plum, not Anne Lilac which they saw presented as Sophie plum on your product page. I’d hate to see other folks order the “wrong” shade due to this mixup, especially since each return or exchange counts against a customer in TRE’s eyes and can lead to a Sephora purchasing ban. Lipstick addicts don’t let other lipstick addicts get TRE-banned from buying lipstick. Please, think of the lipstick lovers. Thanks! 

[LaurieBT]

Hi @WinglessOne,

Thank you for flagging this with us! I'm sorry for the mix up with these shades, and I'll share this feedback with the appropriate teams to have this corrected. Thank you!

Best regards,

Laurie

[WinglessOne]

Thanks @LaurieBT ! I really appreciate it! 

[Buootiful]

Hi @TeamBIC ,

Did we lose the majority of our Gallery pictures? On desktop, Chrome, I only see this years photos. On the mobile, android app, there are 0 pictures. 🤔 🤔🤔

[TeamBIC]

Hi @Buootiful! We're working with our tech and Gallery vendor partners on this issue that's causing Gallery content to be missing from your Gallery profile page. So your posts should still exist within Gallery in general, however we're seeing that a lot of Gallery content is missing from members' pages right now. We hope to find a solution for this soon! 🤞

[eshoe]

Hello @TeamBIC I am receiving this response when trying to leave a review:

[TeamBIC]

Hi @eshoe @PrettyPaint @greeneyedgirl107 - our tech partners are looking into review submission error messages as we speak! Thanks for letting us know you've run into them; you're definitely not alone! We appreciate your patience as our tech team works on a solution. 😊

[CynthieLu]

Hi @TeamBIC  just to add to the others, I could post reviews yesterday but nothing today on my Google Chrome Web browser or on the App, both from my Google phone. I keep getting the submission error. Tried with two different products.

[eshoe]

Thank you very much @TeamBIC - you all are so helpful and always on top of things 🙌🏼

[PrettyPaint]

@TeamBIC Thank you so much. I appreciate it.

[greeneyedgirl107]

@TeamBIC thank you for following up!

[Titian06]

@eshoe @TeamBIC - @PrettyPaint posted on the The 2024 Sephora Summer Gratis Thread!☀️🎁 that she is having the same issue.

[greeneyedgirl107]

@Titian06 this happened to me, too!

[Buootiful]

So definitely not a community but email issue @TeamBIC . I just want to make sure this is a legitimate offer and not spam:

https://images.harmony.epsilon.com/ContentHandler/images?id=d3583710-9bd2-4513-a657-ae8a4a62608e

[Titian06]

Hi, @Buootiful!  I received the email too, and I've received these emails in the past. 🙂

[Buootiful]

Ah OK, thanks for the feedback! @Titian06 

[SportyGirly125]

@Buootiful That is a legit email.  I have got them before and recently got one at the beginning of the month.

[Buootiful]

Thanks @SportyGirly125 

[Ispend2much6]

Hello @TeamBIC !

I am randomly getting a "secure connection failed" message when trying to access the site.

It's the only site that with which that is occurring, on Firefox, Opera, and Safari on my phone.

Clearing the cache doesn't help.

[TeamBIC]

Hi there @Ispend2much6! To clarify, are you seeing this issue with Sephora.com, the Community Forum (community.sephora.com), or both? This will help us pass the memo along to the appropriate tech team. 😊 

[Ispend2much6]

@TeamBIC  I have the issue with both the main site and the community forum.  Sometimes when I try to access the sales page it tells me I don't have permission to go there- the nerve! lol

This problem seems to have cropped up since I downloaded the app on my phone.  I remember the last time I had downloaded the app I also had access issues that I didn't have before, so I deleted the app.