Cannot redeem credit card rewards, it either stops me from ordering, says "basket is out of date" or won't apply when I hit apply

[cleanbeautybee]

I have been trying to place an order using my Sephora VISA credit card rewards, as I have $200+ in rewards. I first tried to make an order for in store pickup, when I tried to add the rewards for the in store pickup, the 'Apply' button was clickable but nothing happened. I cleared the cache, cookies, reset the app, updated my phone, called customer service and called Sephora Visa's customer service to be told "it's a known glitch."

I waited a week or so and decided to place an online order. I totaled it up to the amount of the rewards, the rewards applied, then went to checkout and it prevented me from checking out because it said I needed to add my Sephora credit card, despite the order saying "No Payment Required" so I couldn't check out, there was no space to add or select my credit card. 

I decide to add an additional item so I have to pay a balance in addition to my reward, I confirm my Sephora credit card, I go to checkout and it says "Your basket is out date"

All I want to do is use my earned reward credits. I have cleared the cache, the cookies, restarted the app, deleted the app, opened a browser in Google, Safari, logged in and logged out--nothing works. I've been stopped three times from being able to place an order and it's very suspicious that each time I try to use my rewards, I'm unable to do so for three different reasons. 

[fl23]

Same here , can’t use my rewards. Seems like a scam ! 

[keelybt]

@fl23 I'm sorry to hear that you are having trouble!  It looks like your private messages are currently turned off. Please send me a private message with your registered email address and a picture of the error or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[muffin1974]

I have the same problem. It was supposedly fixed before, but it "uses" the reward but does not make the adjustment in the amount to be paid/processed.

[LaurieBT]

Hi @muffin1974,

I'm sorry for the trouble! I'll send you a message shortly.

Best regards,

Laurie 

[DaneeBT]

Hi @cleanbeautybee

I am so sorry to hear about this! I will send you a PM.

Regards,

Danee