Gift Card Issue & A resolution!

[wwTraveler]

I was recently gifted a $480 gift card and have been using it for all the amazing sales that Sephora has been having. I have kept this number and card in my possession the whole time. My last purchase with the gift card was on Dec 16 to which I knew I had about ~$100 left on the giftcard. When I tried making a purchase on Dec 18, I realized to my shock that the giftcard now had $0 balance on it. I immediately reached out to Sephora e-mail customer service and was told to call in. To which I did and spoke to the gift card line where I found out someone made a purchase on Dec 17 of $120 and then told me they were not the appropriate department to dispute this and immediately hung up on me. I then called the regular customer service line and was told that the guy's computer system was working properly and to call back. On my third phone call I reached Angie who understood my issue, researched the fraudulent use of the gift card, placed a cancellation to the warehouse for the person who made the order. She told me to phone back the next day to get the funds refunded to a new gift card since this card number would now be frozen. Today, Dec 19 I phoned back and found out the cancellation has not gone through and my option is to wait it out. But there is nothing that can be done to get the funds back if the cancellation does not go through. Anashul told me that a gift card is like cash and since it has been stolen, like cash there's no way to retrieve it. This frustrates me so much as I immediately notified Sephora when I realized my funds were depleted. I kept pressing the issue and eventually she and her supervisor revealed that there is a tracking number and they are going to issue a return to Sephora on the tracking number. Additionally, they are going to refund me the funds via Store Credit. SO HAPPY that they were able to ensure I would not be out $120 thanks to a thief! 

Big thanks to both Angie & Anashul whom I appreciate for understanding my concerns/frustrations and finding a resolution. 

I really despise how the holidays bring out more thieves! 

[RebeccaBT]

Hi @wwTraveler,

I am so sorry to hear about your experience. I am so happy to hear that this has been resolved for you. Thank you for your patience and understanding while we rectified the situation. 

Best,
Rebecca