Store credit balance

[spxoxo]

I’m very frustrated with my recent interactions with Sephora team. 
I have a store issued merchandise credit card from a few years ago. Since it’s from a long time ago, I can’t remember where and when I got the card from. So I decided to take it to one of the stores to check the card balance as Sephora website says, however the store employee told me the card is inactive. My frustrating journey started from there, I had to go back and forth with customer service agents and stores to figure out why I can’t check the balance. Nobody can tell me why the card is inactive, both parties kept telling me that only the other side can see what happens to the card. One of the customer service rep even filed formal complaint for me to escalate the issue, but store relation team told me to provide the receipt of the original purchase and details of the items I returned???? I clarified with her that my request is about checking the balance not replacing the credit. She was clearly offering an easy way out for herself and being unreasonable in this case. I already stated that this card was from a few years ago  and she was still asking me for the transaction details? If she truly feels sorry about the situation, she should have offered more reasonable options rather than pretend to be “helpful”.

According to Sephora website and the customer service agents, this type of card is only issued when customers return items in-store. If the card is inactive, it’s likely whoever issued that card didn’t process it properly before giving it to me. Anyway, I’m really disappointed at the store relation team’s response. She was clearly not being helpful, rather fool the customer around and simply ignored me when I clarified my request. 

(To be fair, two customer service agents and the store manager I talked on the phone were trying to be nice and helpful. They may didn’t have the answers to my questions, but at least they tried.)

[DaneeBT]

Hi @spxoxo I am so sorry to hear about this! I will send you a PM.