Class Action Suit: Email Changed, Points Stolen, Suspected Inside Job

[cococharles1981]

I went to place an online order today and redeem my many gift cards I received for my Birthday - and I was unable to log into my account or reset my password.

After looking through my email, I discovered that on Christmas, someone changed my email - and that’s why I wasn’t receiving my password updates email. 

 

I called customer service, they were able to reinstate my email, and at first didn’t notice any strange activity. 

 

I logged back into my account, and sure enough - 2 orders were placed on my account for the ordinary products for 5.90 - placed to ship to an address in Oregon, and in 2 orders whoever placed this drained my accounts of my entire points balance with free product. 

 

So what’s great about my account is, it says these orders were “Shipped”, as a Ups label was created - however both orders were never picked up from the warehouse after the label was created and items marked shipped, still to this day the order says “awaiting pickup” — leading me to believe that this was definitely an inside job from people who work for or have associates at the shipping warehouses as the product never left the facility despite the ordinary products being paid for in order to receive the free products with my points. 

My points were restored - but this is in no way over as this is a MAJOR security breach. 

 

I have been reading MANY instances of this on this board, as well as Reddit and other forums many mentioning the Oregon shipping address, as recent as 30 days or less from today meaning this is still going on to date. Customer service said the orders were placed via the app on an android phone. 

 

I am contacting a class action lawyer to mitigate this, as it seems there is more than a case when I have done my research on the occurrences this has happened (over 20 on my inexperienced research of online chat boards over multiple interfaces). 

Our information was not protected, and it seems Sephora employees may be in on this as the items ordered were put into the pick system, an order name and number was assigned and small purchase fulfilled with someone else’s card info  - and the orders never left the warehouses via the shipping company meaning they were intercepted at the site before being picked up. 

 

if you, or anyone you know has had this happen to you - please contact me at  and I will forward you the law firm I will be working with as I have been reading dozens of stories from other customers with the same issue and something has to be done. 

[Dogtownluvr]

This exact same situation just happened to me!  Down to them trying to purchase a product from The Ordinary but otherwise just trying to drain my points, and trying to ship to an address in Oregon.  Thankfully the attempts were cancelled by Sephora so none actually went through but so worrisome!  Sephora customer service got me back into my account but crazy how I found a situation so similar.

[DaneeBT]

Hi @cococharles1981, I'm so sorry to hear about this! I just sent you a private message.