GIft card balance disappread

[maslai]

Hello, 

My mother received a gift card with a balance of $50. She went to Sephora and purchase the $30 dollar makeup session, leaving $20 dollars on the card. When she tried to buy something online on the Sephora app, it stated that the gift card has $0 dollars on it. She went in person to several locations, but everyone said they couldn't do anything about it. Is there anything that can be done to retrieve the amount?

[lizzyb87]

Don’t bother contacting the Sephora help line. They will just keep redirecting you to call the back of the card. And those ppl will tell you contact Sephora help. I’ve been trying to get my issue solved and no one is helping. SMH 

[keelybt]

@lizzyb87 I'm sorry to hear that! I will send you a PM. 

[LaurieBT]

Hi @maslai,

I'm sorry about this! We kindly invite your mother to contact us directly so we can look into this further. Our support teams can be reached here in the Community, by phone at 1-877-SEPHORA (1-877-737-4672), or through our live chat: https://www.sephora.com/beauty/contact-us. She may need to keep the chat page open for a few minutes until the next live agent becomes available. 

Best regards,

Laurie 

[lizzyb87]

This is not true. I tried to get help through the chat and was told repeatedly to contact the activation line. The chat was disabled after I said I wanted to speak to another rep bc they were not helping me with the issue.