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!

[danielledanielle]

Hurray!

@Samtian 

@jaaayp 

 

[peculiarzmakeup]

Hi @TeamBIC 

My account today keeps getting signed in and out and it says when I enter my password the header is invalid I am able to get on at some times but it keeps going back to that. Just thought I’d mention in case it’s something going on. 

thank you 😊 ❤️

[TeamBIC]

Oh, that's a new one @peculiarzmakeup! Can you let us know what device and browser you are using?

[peculiarzmakeup]

I phone 14 pro max, and safari. @TeamBIC  

[TeamBIC]

Hi @peculiarzmakeup, sorry for the delayed response on our end here! Thanks for providing the screenshot, browser and device info. We are actively looking into this issue with our IT partners 😊

[peculiarzmakeup]

I haven’t had that issue since I returned form out of state thought I’d mention that. Thank you for looking into it I appreciate it ❤️ @TeamBIC 

[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.

 

[TeamBIC]

Hi @WinglessOne & @Titian06 thank you both for your very thoughtful feedback! We totally see where you're coming from and will take these ideas into account for future updates. Although this doesn't always happen, we encourage Community members to select the "Customer Support" group from the dropdown to self-classify any CS related post(s) so that it appears in the proper group and not in the main feed. Additionally, our mods do their best to move posts to the CS group if they are posted elsewhere, but as you can imagine, some slip under the radar or are posted faster than our mods can move them. We love the idea of our trusted Community members being able to flag a post as a CS topic 🤩💖 Thanks again for sharing!

[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 🙂 

[TeamBIC]

Oh no @peculiarzmakeup, so sorry this happened! Were you able to post your challenge update, or are you still having issues with posting?

[peculiarzmakeup]

@TeamBIC it’s working now 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 🩷

[TeamBIC]

Hi @CynthieLu, thanks for reporting this! Agreed this sounds like a frustrating issue, are you still experiencing this?

[CynthieLu]

Thank you for the reply. It's hard to say, when I don't get my @ tags i don't always notice. But, I haven't noticed it lately. Maybe it's fixed? 🙏🙏