Gift card balance disappeared

[kenzarmstrongg]

Spoiler

Gift card balance disappeared when I tried to use my e-gift cards this morning on the sephora mobile app but when I clicked place order, I got an error message saying not accepting gift cards, after pay, paypal or klarna so I removed the gift cards from my cart and tried on the Sephora website on my laptop. When I entered the e-card number and pin it said that the gift card had a zero dollar balance but my original order never went through. I called the Sephora Customer Service Support Number and they said that the card was used for a purchase but the order was voided and then told me to call my bank and tell them the gift cards didn’t work. I then asked for a copy of the transaction history on the gift card and they said there isn’t any history. Now I am out 100$ and there is nothing they can do and I can’t prove I didn’t use it because there isn’t a purchase history. Can someone please explain what I should do because it isn’t my fault that the sephora website had an error that made my gift cards be charged. thanks in advance 

[jendigs5]

Similar situation happened to me. I received an egift card and tried using it online and on the app, but it would not work. I contacted Sephora customer service and talked to 4 different customer service representatives and was told there was nothing I could do! It was cashed out to Cashstar after purchased and they do not replace cards for any reason. Mine was for $75, had been in my apple wallet since I received it, and I know it's never been used.  It's completely unacceptable! 

[LaurieBT]

@kenzarmstrongg, 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 your registered email address and the gift card details, I'll look into this for you. 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!