Unauthorised Charge and Customer Service refusing help

[Manjot81]

May 7th an order was placed from my account and due to lack of Sephora's account protection protocols, someone not only used my Sephora account but also charged it to my credit card, since Sephora saves CVV along with card information.

As soon as I saw the charge and the notification of the order, I communicated to customer service to cancel the order, I was assured that it will be done and I will be refunded. Nothing was done. Order got delivered and picked by who ever had placed that order and I am stuck with a charge of $144.48 simply due to lack of efficiency from the team.

I have been communicating with the Sephora customer service for 3 days and they keep telling me that they will escalate and I will be contacted but nothing has happened. Instead all I have received are scripted replies, lacking of any professionalism or empathy. Its like talking to robots who keep repeating a script while claiming that they are human customer service executives.

I need this resolved ASAP so I can close my Sephora account and never use them ever again.   

[keelybt]

@Manjot81 I'm sorry to hear that! I have removed your order number from your post as we do not allow that shared publicly. It looks like your private messages are currently turned off. Please send me a private message with your order number. You can adjust your account settings (the gear icon) to enable private messages on a desktop or mobile web browser, not the app.