After pay and 25% Discount Not Working

[kristinadams]

I have been given the real runaround here and I am exhausting all efforts.

I made a purchase on Monday with the Afterpay deal of having 25% off your basked up to a max of $50 discounted. I followed all rules. Upon check out, no discount was applied. I read that it would show up in the confirmation email from Afterpay. I received the email from Afterpay, and no discount was reflected. I checked my bank statement and can see the full amount of my quarterly payment was charged. I called Sephora Customer Service and they said to call Afterpay. I emailed Afterpay (as they weirdly do not offer a phone number to call) and they said they are not responsible for providing the discount upon check out, and that it is the responsibility of the Merchants. I called Sephora back this morning and the rep gave me a phone number to call. I called it and it was the phone number to Klarna. I feel like I am going crazy after what feels like I am not being heard. So I called Sephora back, they told me unfortunately nothing can be done, I have to take this up with Afterpay. It is frustrating to be tossed around between both Company's with a "that's not our problem" attitude. I am so highly frustrated at this point and can see I'm not the only one dealing with this. Someone please help.

[Oseme2]

Hello,

I am facing the same issue with Afterpay and it seems that they have done some sketchy business practices and don’t plan to fulfill their 25% off. I am going to take it up with my bank and credit bureau as this does breach our consumers rights and we should not be obligated to pay. I will give an update. 

[fellyb]

I am having the exact same issue. Its been one week and both companies are telling me to reach out to the other.... No solution in sight.. Did you ever get a refund? 

[DaneeBT]

@kristinadams I'm so sorry to hear about this experience! The total discount should have been reflected in your Afterpay email confirmation. Afterpay should be assisting you further with the discount. I kindly ask that you try reaching out to Afterpay here so they can further assist > https://help.afterpay.com/hc/en-au/requests/new I'm sorry for the back and forth!

[kristinadams]

Hey so I sent you a private message 4 days ago and have not had a response back from you. 

[DaneeBT]

@kristinadams I received your PM but I'm not able to reply as your private messages are turned off. You can adjust your preferences in your settings on a browser, not the app. Thanks! 

[kristinadams]

Hey there, 

I have already done that. I have been in contact with afterpay as I had mentioned - they're consistent response is that they cannot support with a discount upon checkout as Sephora must provide this as the merchant. Again I am being referred back and forth this is incredibly frustrating as a customer. I'm stuck between both Company's here and am told the same thing every time I go back and forth here. 

[LaurieBT]

@kristinadams, we're happy to look into this further. It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Thank you!

Best,

Laurie

[shaepay]

Hi I am having this same issue , can you assist?

[LaurieBT]

@shaepay, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you! 

[lrod20]

I am having the exact same issue and have contacted afterpay, and they said I would have had to make 2 purchases in one day to qualify, which doesn't even make sense. They told me to contact Sephora. Can you please assist? 

[LaurieBT]

@lrod20, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!