Account Hacked - Sephora doesn’t care

[lizzinyc]

My Sephora account was hacked!
I received an email on 1/3/2018 from American Express that I was charged by Sephora..ca (Canadian Sephora).

I called Sephora at 8 am 1/3/2018. I was assured that the order would not go out and that the pending transaction will be reversed.

The next day I noticed that the transaction was “still in process”. They said that there was no record of the item being canceled.

On 1/5/2018, I received notification that my item was delivered and I was promised a refund.

On 1/6/2018, I called to verify that the return has been processed and they said no because it was delivered. There wasn’t even a record to request a refund.

Today, 1/15/2018. Still no refund and now America. Express has charged me interest on this transactions.

It is insane how much I spend at that Sephora and how the customer service is so terrible. Though the phone reps were nice, they all seemed to lack follow through.

How was my account hacked? How is it possible that the order was flagged for being suspicious? Since I am in the USA and all my purchases have been made in the USA.

Now, I have to cancel my most used credit card and change all my Automatic bills.

THE BEST PART: the rep offered me a couple of points to my account.

Has anyone else recently had their Sephora online account hacked?

[smallginger]

Someone hacked my account in June of 2018 and used a stolen credit card to purchase over $300. I tried to make a purchase online (FOR THE FIRST TIME) earlier this week for a family's Christmas present and when I went to check my order status, it said "unsuccessful authorization" and it turned out Sephora had flagged my account due to the purchase made on June (Which I had no knowledge of). And now Sephora wants me to pay the $300 because it's "my account" and I'm "responsible" for it even though I didn't make that purchase. I have to pay that $300 in order to purchase products online. 

Sephora, this is ridiculous. I'm the one that got hacked here. I didn't make those purchases, why am I responsible for it? 

[Carmenatty]

OMG!So sorry.I rather check what i need or like online and then go to Sephora and purchase it.

[RebeccaBT]

Hi @smallginger,

I am so sorry to hear this. I will look into your account and send you a PM. Thank you!

Best,

Rebecca 

[sugarandmusic]

I was hacked yesterday. Brand new card. Used twice. Once for Sephora Play. The other transaction was Amszon. In the years that I’ve used Amazon i have never been hacked. This was a card i use soley for building credit and it was practically maxed out on some Tom Ford and Yves St Laurent lipsticks.  Reading these responses here makes me livid. Obviously an ongoing problem. Obviously they dont take measures or care about keeping their customers info safe. My customer service person told me not to report it because maybe it will be refunded as it has not shipped. To an address never on file. I was like, i will be reporting this as a stolen card ASAP. I am going to be ending my relationship with anything Sephora. Reading that customer payment info gets regularly taken is not worth the business. I will also be making a complaint with the BBB. 

[RaquelBT]

Hi @sugarandmusic,

I'm very sorry to hear this and we take security very seriously at Sephora. I'm going to look into your account and send you a private message momentarily.

Best Regards,

❤️ Raquel 

[StellarMe]

In October 2017 I got an email confirming my order of a $500 Tom Ford fragrance that I did not make. No one else has access to my Sephora account, and the order was to be shipped to my home address - strange, I know. I called Sephora and told them that this was a phantom order that i did not make and they said they would cancel it, they deleted my CC form my account, had me change my password, the works. I am really glad they did actually follow through. I did however have problems placing legit orders after that for a while, and what bothered me the most is that there was no communications from them at all. I would make an order, they would cancel it and I would only see it when Iogged in to see when the order was coming. It took 3 orders and 6 phone calls to figure out they had flagged my account because of that phantom purchase, and for them to finally unflag it.

I am sorry this is happening to you. It is very obvious it's a fraud  when the order goes to another country. I love Sephora, but their online system and their customer service need some serious work.

[ChelsChels92107]

This just happened to me!  Mysterious order at 3am.  It included 2 items that have been in my shopping cart, and a $235 cologne I've never heard of!  Also shipping to my home address, which is odd.  If it was someone else hacking my account, why would they be shipping to my address?  This is really unacceptable. Shame on you, Sephora! Is this a way to get more orders out of your customers and think they won't notice?!

[RaquelBT]

Hi @StellarMe,

I sincerely apologize about this and if you ever need assistance with anything, please feel free to private message me. Thank you. 🙂

Best Regards,

❤️ Raquel 

[StellarMe]

Raquel,

Thanks, but no need to apologize. It was all sorted out, (thank you, baby Jesus! :D), it just took many phone calls. I don't know how I would have survived if it hadn't been - gotta get me my Sephora fix, and often O:-)  😉

PS Oh, and if you could ask powers that be for a bit more transparency, that would be awesome. Like letting me know they cancelled my order, or letting the public know there were hacks or whatever. I think that would help immensely to make people feel like valued customers instead of just wallets, IYKWIM.

[Maeora]

In November the CC I had kept on account was frauded for a few thousand dollars (someone enjoyed a really nice flight to califorina, a couple nights stay at a 5 star and some shopping...when I reported it I was asked, "you are sure this isnt you??" ***** please my transaction history is Sephora & Walmart gtfo lol 😂) the day after I made a purchase on the Sephora app...So not surprised by this.

[ZannaBT]

Hi @lizzinyc, we appreciate you taking the time to reach out and I am so sorry to hear about this experience. I will be sending you a private message shortly to further assist you. In the meantime, if you haven't done so already, please be sure to contact your bank ASAP to report any unauthorized charges. Thank you. 

[redhologram]

As a matter of fact... I got a fraud alert text just this morning from my cc company for the card that I keep on file for this acct. The purchases weren’t to Sephora, but to two other places I’d never heard of.. The card is only on file on my Sephora acct, has never been used for any other purchases and it sits locked in my gun safe with other cards I don’t use. Ended up having to close out that card and having a new one reissued and now wait for it to arrive..