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Post in Customer Support

Can canadians use gift cards online?

If I am in Canada, Why can't I use my gift card online? The lady at my local sephora store said I could.

Sorry for the confusion Lieska!  At this time, we are una...

Sorry for the confusion Lieska!  At this time, we are unable to apply gift cards to Canadian orders.  We are actively working to improve our Canadian experience and I will make sure your feedback is incorporated.

Re: Sorry for the confusion Lieska!  At this time, we are una...

It's almost four years later...is the effort ongoing, or was it just dropped?

Re: Can canadians use gift cards online?

I unfortunately had to find this out the hard way. I received a Sephora gift card for Christmas from a cousin who lives in a city with a Sephora. The closest Sephora to me is an hours drive away so I loaded up my online cart with the items I wanted but was only left to dissaoppointment. The back of the card specifically states "This card is redeemable for merchandise sold at Sephora stores, through Sephora.com or the Sephora Catalog". I contacted the Sephora customer service toll-free number and was given the most rude response of "it's just the way it is, I can't change it and there's nothing I can do for you". When I questioned as to why the back of the card stated it could be used online and why they didn't produce specific gift cards for Canada I got the response of "I've never seen the card, I don't know what it says". At this point I was beyond frustrated but I placed the order anyway as many of the items were essentials that I needed. I placed the order on Jan 18 and still have not received it. Canada Post says I should have received it today but my mail has arrived and nothing from Sephora was there which is now just something else I have to deal with. I had such a poor experience shopping online with Sephora that I doubt I will ever do it again. Now I'm left with a big pile of frustration/dissappointment and an hours drive to be able to use my Christmas present.

@Marlie34 Sorry for the confusion with your order! I see...

@Marlie34 Sorry for the confusion with your order! I see the delivery has been rescheduled for today since Canada Post received the order after the cut off time.

Re: Can canadians use gift cards online?

Thanks for responding Keelybt, but unfortunately it's more than just confusion and checking into my order (although that is appreciated!) I will have to wait until I arrive home from work to see what went on with my mail.

 

It's more about the issue with customer service (specifally the phone line as everyone I have spoken to in Sephora stores and online such as yourself have been more than helpful). I work in customer service myself (tourism) and get extremely frustrated/annoyed when I experience less than acceptable customer service in return. There would be no problems at all if there was a Canadian gift card or its packaging that stated that it could not be used online.

 

Not that you have a pull or anything, but a Sephora in St. Catharines, ON would be great! I'd happily spend a good chunk of my paycheck there!

I'll be happy to pass along that request along with your...

I'll be happy to pass along that request along with your feedback on the service you received over the phone.

Re: Can canadians use gift cards online?

When u ask any Sephora associate about redemption of the 'Gift Cards' in Canadian Sephora store at Coquitlam Center, Coquitlam, BC Canada they tell you that you can INFACT use it online for my orders.  When my mother asked if I would have any problems redeeming my gift cards the associate simple said 'NO'.  Now the Sephora store at Coquitlam Center in Coquitlam, BC Canada DID NOT carry what my daughter uses and she CAN NOT use the gift cards I bought for her so I am out the $100.00 and she is out the $100.00 gift!!!  NICE SEPHORA, way to rip people off!!!  NOT Impressed at all!!

Re: Can canadians use gift cards online?

Would like to buy my DIL`s gift cards for online shopping for Christmas. Are you any closer to solving this problem in Canada. I honestly am not sure why this is so difficult for your company. You are loosing a lot of revenue to other online beauty stores.

Re: Can canadians use gift cards online?

How can Iget a refund on a $250 gift card? My hubby got me it but if I can't shop online I'm not interested.The stores are way overpriced.

Re: Can canadians use gift cards online?

@Longhairedraven The products are priced the same online and in store. You might be looking at the US prices. As for returning the gift card, I would recommend contacting the store in which it was purchased for more info.

Re: Can canadians use gift cards online?

im so pissed about the exact same thing!!

I can check my gift card balance on the website (canadian gift card) so I figured of course I could use it. I picked out what I wanted and at the last second it says I can't use my gift card. ARE YOU KIDDING ME?

There is no sephora near where I leave at ALL and the gift card is now a waste.

Thanks a lot sephora, so disapointing and will never shop from you.

Re: Can canadians use gift cards online?

Ugh I'm in the same dilemma. I've been collecting Sephora gift cards so I could purchase a Clarisonic brush-- all the deals are online and not in the stores. So frustrating. 

@Veronika23 We are still unable to apply gift cards to Ca...

@veronika23 We are still unable to apply gift cards to Canadian orders, but the holiday rewards card will come with a unique promo code so you can still get the discount online Smiley Happy

Re: Can canadians use gift cards online?

@keelybt.  I deleted that post after I realized I posted on the wrong board. I don't see my post so I wonder how you can see it?  Having problems with BT when it's a questions post... Thanks Smiley Happy

Re: Can canadians use gift cards online?

I got my Sephora gift certificate for my birthday, I was so excited to shop right away. I have had some car troubles and have been without a car for a couple months and can't make the trip to Sephora a half an hour away. I thought "This is great! I will order online, have everything at my front door!" Anyways, I went online filled up my cart excited about my new make up for Christmas and to my frustration, no avail. I understand it's a different online store but it doesn't make sense that you can't use a gift certificate online! I knew what I wanted and wanted the quick transaction without going into the mall around this crazy time. I now won't be getting my "sephora birthday gift" either. I don't like complaining but it seems pretty ridiculous to me. 

Hi Danielley86,   We appreciate your feedback and are wor...

Hi Danielley86,

 

We appreciate your feedback and are working to add the use of gift cards to our Canadian site.  We completely understand your frustration and we will be sure to share your feedback with the appropriate department for you.  Thank you for reaching out to us & sharing your concerns!

 

xo, Mia

Re: Hi Danielley86,   We appreciate your feedback and are wor...

Clearly your working on it has done nothing because it is now 2016 and for some stupid reason you are still unable to use a gift card online!

Re: Can canadians use gift cards online?

clearly this is still an issue as I see this thread was started in January of 2012, and the staff are still advising customers incorrectly.

Went in to buy a gift card, and asked if it could be used online for a purchase shipping to the states and was told - 'yes, no problem at all.' yet clearly on the back of the card it states that it can be used in stores in both US and Canada, as well as sephora.com - which is also false. You cannot use a CND giftcard to purchase anything to be shipped to Canada, and you cannot use the CND giftcard to purchase anything in the states online either. If I could pass the feedback along to have the wording changed on the cards as this is a falsehood as well as have your staff correctly trained as they are causing a lot of frustration. Considering this is an ongoing issue it doesn't seem like there is a lot of care put into customer service - where the customers are supposed to be the bread and butter of a retail store. 

Re: Can canadians use gift cards online?

This just happened to me too....got one for Christmas, went to buy Guerlain foundation that isn't in the store and can't use my giftcard online. Bye Sephora.

Re: Can canadians use gift cards online?

I agree this is quite frustrating. I have a sephora store not too far away, however they don't carry much of what I purchase so I do most of my shopping online.  Aside from the fact that we can't use our gift cards online, our rewards points for our purchases are always incorrect as they are accumulated according to the US selling price and not the price we pay. If you email for an adjustment, they will often tell you to contact customer service via telephone.  I do love shopping at Sephora, but there needs to be greater attention to detail when it comes to the Canadian shopping experience.

78 Replies