Sephora took my gift card funds

[SecretMakeup]

Last Saturday, Sunday, Monday I was trying to make an online order with my gift card and credit card. The app accepted my gift card which meant FUNDS WERE AVAILABLE WHEN I WAS PLACING THE ORDER. I received an error saying the address was wrong. Ok, I fixed the address. I tried again and then a couple more times and it wont let me check out. I figured if I paid the whole order with a gift card it should work, so I bought an extra giftcard to use. But still the order would not go through with the same error. Ok, so I decided to wait the next day to chat to put my order in. Tuesday comes I chat with the advisor, I’m told the gift card has no funds. What?! I call the gift card line, I’m told the funds were taken out Sunday which happened while I was trying to place my order. No one could tell me where my money went! I chatted again with another advisor and was told a request for refund was placed. Turns out it was never made! I find out again after chatting with another advisor. This next advisor tells me I should receive an email within 48 hours… its been almost 4 days! Where’s the email? Wheres my money?!!!!!!! I know truly no scam had happened, my funds were available when I was making my order!!!!!!!!! The app had accepted my gift card, but the order never went through!!!! Please please give me my money back, I am very disappointed with your service. Feels like Im not being helped at all, I keep getting run around and my issue will never be resolved. 

[DaneeBT]

@SecretMakeup I'm so sorry to hear about this! I am sending you a private message to further assist.