Missing Gift Card

[huntertaeler]

I loaded a gift card to the app in earl December and only used 18$ of the card. I went to go make a purchase today for the remaining 30$ and the card is gone. I still have the original card and it now says the balance is zero but I haven’t used it anywhere in person or online. No other order show on my account past Dec 2021. What the heck happened to the balance on the card? 

[SlyBotha]

I just talked to customer service through the chat in the Sephora app. He was able to locate the gift card balance. But because I didn’t have the physical gift card and the PIN number on it to do the purchase myself, he asked me if I was ready to purchase and he could put the remainder balance through from his side. So I was able to use up the balance with his help. I think also because I made the first purchase online, he was able to access the records easier. Don’t know how it would work if the first purchase was done in store.

[applesmastro]

Was there any resolution? There are a lot of people who received gift cards at Christmas only to have the money on the card disappear? I have $100 gift card that now has $0 even though I haven’t used it. Sephora needs to take accountability.

[huntertaeler]

Hi! No it wasn’t, at least not for me. They told me since the gift card I received was not purchased from a Sephora store but a third party distributor (was from a grocery store) that there was nothing that could be done. Said I should reach out to the 3rd party that it was purchased from to sort it out but I don’t have the receipt anymore. I won’t be loading gift cards onto Sephoras site ever again. 

[SlyBotha]

Mine was purchased from a grocery store too but the online chat support was able to resolve it. Whoever you talked to doesn’t know what they’re doing.

[malaguena74]

Girl, I’m having similar issue. Had a $75 gift card and during a check out o ended up cancelling, there was $36 taken away from the gift card. That was on Christmas and I’m still asking to get that amount that I never used back in my gift card. What a mess!!