Extremely Frustrating Experience with Sephora Gift Card – Need Resolution

[Waruni]

I am really disappointed and frustrated with my recent experience using a Sephora gift card, and I need this resolved. My husband purchased a $100 gift card for me. I used $51.75 on July 15th, and today, when I tried to use the remaining $49.25, it showed a $0 balance.

I contacted Sephora’s customer service via chat, but they just gave me a phone number. When I called, they told me to contact Walmart, where the card was purchased. Walmart said their sales are final, and they can’t do anything. I went back to Sephora customer service, and this time they told me to contact the bank. When I called the bank, they said they can’t reverse any amount deducted more than three months ago.

This situation is incredibly frustrating. I have been passed around between Sephora, Walmart, and the bank with no one taking responsibility. I expect Sephora to handle this properly and restore my missing $49.25 balance. As a long-time customer, this experience has been really disappointing, and I am asking that someone with authority look into this urgently.

I need this resolved as soon as possible. Please respond with a solution.

[LaurieBT]

Hi @Waruni,

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 more information, I'll be happy to 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! 

Best regards,

Laurie

[Beckythewriter]

You do nothing anyway! I was on the phone all day with you guys only to be told that giftcard are treated as cash and cannot be replaced of stolen or lost. Well my card was not stolen or lost the numbers were probably run in a large database until they worked for someone. Also 3 attempts at a purchase were made with this giftcard and were reversed until they worked the first time. That’s what your rep told me. Can I attempt to pay with cash In Sephora store only got the cashier to refuse to accept my money 3 times but give up and accept it the 4th time? Obviously not! Every purchase can be tracked and traced using method of payment. Sephora just refuses to get IT involved when their customers are scammed.

[Waruni]

Thank you for your response. However, I am extremely frustrated with how my issue has been handled so far. I followed every instruction provided by your team—contacting Sephora, Walmart, and even my bank—only to be redirected with no resolution. None of the parties involved are taking responsibility, leaving me with a $0 balance on a gift card that should still have $49.25 remaining.

What’s more disappointing is that some of the explanations I’ve received do not align with Sephora’s published terms and conditions. As a long-time customer, I expect better support and accountability from Sephora.

I have now enabled private messages, as you requested, and I am asking for this to be escalated to a team or individual who can resolve the issue promptly. I am not looking for more phone numbers or chat links—I need Sephora to take ownership and restore the missing gift card balance.

Please address this urgently without ball passing or Please provide me with the contact details for someone in higher management who has the authority to resolve this issue. I expect a prompt response with a clear pathway to a solution from a reputed cosmetic brand.