Issue with Gift Receipt and Exchange

[icecreamnfries]

I have attempted to resolve this issue in store at two locations, where staff were able to review the gift receipt and verify the purchase under my friends account, but still refused to process an exchange. The product is unused with a valid gift receipt purchased Dec 21, 2024 and I attempted to exchange it in Dec and in January 2025. Please let me know where I can escalate this issue an authority that can over ride this. This defeats the whole purpose of the gift receipt and is embarrassing to both me and my friend. 

[keelybt]

@icecreamnfries I'm sorry to hear that!  It looks like your private messages are currently turned off. Please send me a private message with your registered email address and a picture of your receipt or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service
 

[icecreamnfries]

Hello! Thank you so much for your quick response. It looks like I cant message you either as I get an error. is there an email i can reach you at? i've uploaded the receipt to my profile. I've tried calling that number and emailing customer service and it was useless as they only deal with online orders and not purchases made in store. I visited 2 stores where managers were unable to do anything. 

[keelybt]

@icecreamnfries You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app. 

[icecreamnfries]

Thanks! I just PM you!