Sephora at Tyler Mall Stole From Me

[Jaqweline]

In November we went to the Tyler Mall to make a purchase.  We had a $25 gift card.  The item I wanted to purchase rang up at approximately $26.   The cashier told me that the system was telling her that she owed me $1 rather than me owing $1 so she had to cancel the transaction.   The transaction was "cancelled."   We then started the process over, but when I swiped my gift card it said I had a $0 balance.  The manager was called over, and they said that they couldn't give me the product because they had cancelled the transaction and I would have to call customer support to have my money refunded to my gift card.

I spent 45 minutes on the phone with customer service being transferred from customer service rep to customer service rep.  Eventually I was told that my gift card would be credited back within 7 days.    I continued to monitor my gift card and the money never was return to my gift card.

After 2 weeks I reached out to Sephora via the online chat.  The customer service representative I was chatting with told me that the information I had was incorrect.  The agent stated that only the instore manager could have credited my money back to the gift card and that customer service doesn't have the ability to do so.   If the instore manager was the only one authorized to put money back on my gift card, and she knowingly sent me away to call customer service, I can only think that the staff didn't actually cancel my transaction and kept my merchandise for themselves.  The agent asked me if I wanted to file a compliant, and I agreed.  I was told I would hear back from someone within 7 days.  Again NOTHING!!!!

Fortunately the gift card was only $25, but it blows my mind that the staff at a store can steal from a customer, lie to a customer and Sephora does absolutely nothing to try and correct the issue.   

[keelybt]

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