25% Discount and Gift card

[leslievnne]

I tried to purchase an item with my card to use my 25% off on the app and it wouldn’t let me. I chatted with someone in customer service and they told me that I can’t use it until I get my card, but other workers told me the opposite. i went to 2 different locations and the workers said that I can use my 25% off in-store without my card & apply the gift card I have too. After hearing that from different workers, I was confident and drove to a Sephora location which was the opposite side of where I live, just for them to tell me that they don’t accept my gift card, which is weird because I’ve never heard that before since it’s a form of payment. I talked to customer service on the phone and got transferred to 3 different people. The first two said they have no solution which is unprofessional. No one has an answer. The last person I talked to was able to give me more information, and very apologetic that I was given such inaccurate information and making it difficult for me to make a simple purchase. She said she would give me 250 points for all the trouble I was put through and would help me ship the item to my house. She needed my card info but I wasn’t given a temporary card, so I had to be put on hold AGAIN. When I thought I was going to get my item that day, the phone hung up. I called customer service again and the agent said that they probably hung up because they closed, which is so UNPROFESSIONAL. Atleast solve the issue before hanging up. Til today I still have no answer and I’m just frustrated because my item is probably going to be out of stock! SEPHORA, educate your workers and have the same answers, not different answers!!!!

[DaneeBT]

Hi @leslievnne

I'm truly sorry to hear about this experience! I will send you a PM.

Regards,

Danee

[leslievnne]

Hi, it’s been over 10 days until they sent me a new card and again I still didn’t receive it.

[keelybt]

@leslievnne Oh no! I would recommend contacting Comenity directly so they can look into this for you.