Gift card zero balance

[eva12345flan]

I received a $50 gift card for Christmas and went to use it in store and they told me there was a zero balance. The card hadn’t even been taken out of the package and the scratch off was completely intact. I called customer service and they said to add the card info to the website. When I did this it still showed a zero balance. I’m not sure what to do and want to use my gift card.

[JL12086]

The same thing happened to me twice! First a $50 gift card then a $30 gift card, both unopened. After going into the store to use it for the first time they said it had a $0 balance. When we called customer service they said the purchases were made online and in different states/countries than the gift card was physically. They were no help and said the gift card is like cash and there’s nothing they can do about it. Very disappointed!!

[LaurieBT]

@eva12345flan, 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 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!