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!

[SportyGirly125]

@TeamBIC Same problem I am having on the app and on mobile desktop using an iPhone. It keeps giving me an error after submitting. 

[TeamBIC]

@SportyGirly125 Thanks for reporting! There was a fix issued for this last night and it should be working now! Can you try again and see if your review goes through? 

Tagging@CynthieLu for an update here too!

[CynthieLu]

Amazing news! @TeamBIC 🙌 Thank you for the tag. 

I went to try and write reviews and one worked for

Anastasia Beverly Hills Slant-Tip Stainless-Steel Precision Tweezers 

And the next review, it loaded for awhile when I hit submit, and then took me back to the main page without confirmation that it went through,

Supergoop! Protec(tint) Daily SPF Tint SPF 50 Sunscreen Skin Tint with Ectoin 14N - fair neutral pea..., I'll check back in a few days to see if it worked. 

And a huge thanks to the tech partners for this fix. 🩷🙏

[SportyGirly125]

@TeamBIC I just tried on the app and it gave me this message even though it never went through yesterday. 

[TeamBIC]

Hi @SportyGirly125, can you confirm which product you reviewed so we can check if it went through on our end? You might have received an error message even it went through successfully. Let us know 😊

[SportyGirly125]

@TeamBIC @It was for ciele glow & PROTECT SPF 50+ liquid highlighter Piper 

[TeamBIC]

Hi @SportyGirly125, we see that your review was submitted successfully 🎉 and is currently pending moderation!

[SportyGirly125]

@TeamBIC Thank you 

[CynthieLu]

Thank you for the reply @TeamBIC 🙏

Yes, across two platforms, mobile web and app. I don't log in on my computer, that device still has log in troubles.

When I try on my mobile web or on the Sephora App on my phone it won't go through. I don't give up if it submission error's me, but even after a few tries on each platform for different products it fails. 

[TeamBIC]

Hi @CynthieLu, thanks again for bringing this to our attention! Our tech partners are still investigating this issue and will hopefully be able to resolve soon!

[CynthieLu]

I appreciate that. @TeamBIC 

I did try again yesterday to write some reviews but it was unsuccessful. Thank you and the tech partners for all the hard work behind the scenes. 🙏

[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.