Account hacked or Sephora breach?

[DettyRose]

I woke up this morning to an order placed at 2:30 this morning. I did not place this order so I assume my account was hacked. How this happened, is beyond me but it was an order for 3 Chanel perfumes totaling to $350. This is very upsetting. Is this a common thing with Sephora as I see I am not the only one this has happened to?

[Mo414]

Hello: 

My Sephora account was hacked at the end of May. Someone had hacked my account and changed the email and shipping address associated with the account. My credit card was saved to the website and utilized to complete two transactions totaling over $200. When I contacted Sephora I was told to contact my credit card company. As directed, I disputed the charges with my credit card company. After my credit card company completed an investigation my money was refunded. I have recently attempted to make purchases on Sephora’s website, after having made purchases all summer, and received messages that there was an “unsuccessful authorization.” After this happened several times, I called Sephora customer service and was told that I would be unable to shop at Sephora.com unless I paid for the transaction that I successfully disputed via my credit card company. My account was hacked due to Sephora’s poor security and my credit card company investigated the matter and determined I did not complete the disputed transactions. As a Rouge member, I have invested thousand dollars of into shopping with Sephora. It is extremely disappointed I would be treated so poorly as a loyal customer. It is also concerning that Sephora made no effort I am aware of to investigate the security breach. I would think that would be their first priority.

[Anonymous]

I have been a repeated victim of identity theft since 2014 when our social security numbers were stolen to file false tax returns, most likely due to an IRS security breach. I appreciate you sharing your story. Today, I deleted my credit card & Paypal info from my Sephora VIB ROUGE account. I tried for 2 days to place an order but there are still technical website issues. I was able to change my address on my account WITHOUT ANY EMAIL FROM SEPHORA that THIS HAD BEEN DONE. It's obvious Sephora does not take identity theft seriously. I'm done.

[DaneeBT]

Hi @Anonymous,

I'm so sorry to hear about this! We take these matters seriously and I'm going to send you a PM to assist you further.

Always,

Danee

[Anonymous]

Now I'm on hold for 10 minutes, day 3. My email address was changed without my permission & WITHOUT NOTIFICATION. I have the screenshots.  Identity theft, especially against seniors is a felony. TWELVE MINUTES ON HOLD & then she hung up on me.

[LaurieBT]

Hi @Anonymous,

I'm very sorry to hear this! I've responded to you in another thread as it appears another MOD may be assisting you further. If any further assistance is needed, please feel free to send me a private message. 

Warm regards,

Laurie

[Anonymous]

Your customer service is appalling. I will be filing a complaint with the Attorney General. I have screenshots & emails for proof. I was suddenly stripped of my VIP status. I have an email from a supervisor stating my account had been de-activated & I had to call in to very MY identity.  More lies. You are an immoral & unethical company. I don't need you & you obviously don't need my money.

[Anonymous]

I've made 3 phone calls & sent an email. You refuse to remove my birth date. Bye.

[MaliBT]

Hi @Mo414, 

Sorry to hear about this. I'll send you a private message to assist you. 

-Mali 

[Mo414]

I responded to your post by sending an email to 

BTmail@sephora.com

Please let me know if there is another way to contact you. Thank you. 

---

@MaliBT wrote:

Hi @Mo414, 

Sorry to hear about this. I'll send you a private message to assist you. 

-Mali 

---

[MaliBT]

@Mo414, 

Sorry for any confusion. I received your private message and will respond to you there. 😉 The email address you emailed is not a valid email address with Sephora. Thank you!

-Mali 

[nancyAK]

I received a confirmation for 9 transactions, purchasing 27 bottles of Viktor& Rolf perfume bottles. I called Sephora and also my bank account. I have noticed that this is a recurring issue. I went ahead and removed all my credit card info from my payment screen, changed my password as well. Plus, my bank will be sending me a brand new debit card due to this breach. 

[dpierce77]

This just happened to my wife. An order was placed. We contacted Sephora who told us the order was cancelled "by our bank" for the addresses not matching and they refunded the purchase. then a few days later they charged back. the bank said they have no idea what they were talking about, they never flag it for fraud for mismatching addresses all they have record of is the most recent posted charge. Sephora is saying, we've refunded the money, we have no history of the most recent charge. Tell that to the money missing from our account.  So, we've disputed the most recent charge with the bank. In any case, we never placed an order to begin with. Looking into the account, we've noticed a couple items in the past year, that were charged and refunded which we never noticed, and that we've didn't initiated any purchase for. one was for a $500 face cream. Now that i'm googling this issue, i'm seeing a lot of these comments this year.

[flproctor1966]

Same happened to me. I called customer service before it had processed and got it canceled. So I thought. Then I see the charge on my debit card! The order was originally set to ship to an address in another state as the hacker had intended. After reporting the fraudulent charge, I i had updated my address to my original info and now the say since the shipping address matched the billing address, that iI must have received it. 😡

[LaurieBT]

Hi @flproctor1966,

I'm so sorry to hear this! I'll send you a private message now requesting more information.

Best regards,

Laurie

[ZakiyaBT]

Hi @DettyRose,

I am so sorry to hear this! Due to the urgency of this situation we strongly suggest that you contact Customer Service at 1-877-SEPHORA for further assistance.

Best,

Zakiya

[Anonymous]

I suggest you try calling that generic number & see what you get.