$0 Balance on unused gift card

[KateK96]

I went to spend $125 gift card that I got for my birthday on some makeup for my wedding but checked out and was shown a $0 balance. Chatted online with customer service and got no help - she wouldn't look into anything for me just said "oh well that's policy, I can't see anything in the system."

So then I read the multitude of posts about this same issue and they give a number to call. I called customer service and she said the card was activated, then used online in full. I hadn't even received the gift card at that point. She told me I should have taken better care of my card and treated it like cash. Number one - I didn't buy it. Number two - this card has been in my wallet not lost and not used. I scratched off the safety seal literally today seconds before checking out. This seems like a Sephora problem if people are able to steal gift card numbers as soon as they are activated.

I expect something to be done to remedy this situation. I work in retail and manage our gift card program. I know that there are remedies and these are able to be looked up and fixed in the backend.

[DaneeBT]

Hi @KateK96 I'm sorry to hear about this! It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your gift card number or you may contact us via phone at 1-877-737-4672 or via our live chat once more for assistance.