Promotion item in cart cannot remove or check out

[Nicole497]

I have a promo item in my cart that states it is currently out of stock. When adding regular items to my cart I am unable to check out. Getting an error message that I need to remove the item. This is not possible, every action is grayed out. I have tried clearing cache and history and changing the app location nothing works! 😠 Please help me be able to shop at Sephora again on the app. 

[LaurieBT]

@Nicole497, 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, 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!

[Nicole497]

I cannot find where to change that setting.  The address in file ---  can you please look into this. Very frustrating I have not been able to have this fixed since August with several messages to customer service.

Thank you 🙏 

[LaurieBT]

@Nicole497, can you please clarify if you're using the mobile browser or the desktop browser? 

[Nicole497]

Email address attached the account ---

[LaurieBT]

@Nicole497, I'm sorry, we're only able to assist with account-specific information privately. I've removed the email address from your post for security purposes. If you'd like to adjust your private message preferences, you can do so on the browser only, not the app. Please look for the gear/settings icon.

Alternatively, you may contact our live chat or call 1-877-SEPHORA (1-877-737-4672) at your convenience. Thank you!