Experiencing a zero balance on a brand new Sephora Collection Gift Card is incredibly disheartening, and unfortunately, it’s an issue that isn’t as uncommon as one might hope. This was the exact predicament I found myself in after purchasing a $200 Sephora gift card as a birthday present for a dear friend from my local CVS. What was intended as a joyful gift turned into a frustrating ordeal involving multiple customer service calls and store visits.
Six days after the thoughtful purchase, my friend excitedly attempted to use her Sephora Collection gift card, only to be met with the disappointing news that the balance was zero. Initially, we hoped it was a simple error. Together, we immediately called the customer service number on the back of the card, but the automated system confirmed our fears: a zero balance.
My next step was to revisit the CVS store where I had purchased the Sephora Collection gift card. I spoke with both the salesperson who assisted me initially and the store manager. Disappointingly, they stated that their system indicated the card was correctly activated and loaded with $200, as confirmed by my receipt. They provided a contact number for CVS corporate, suggesting I file a claim. A week later, CVS corporate responded, reiterating that their processing was accurate and that the issue likely resided with Sephora, even mentioning they were aware of “issues with Sephora gift cards for quite a while.”
Following CVS’s direction, I contacted Sephora’s customer service, calling the number listed on their website. The representative I spoke with was polite but offered little practical help. He seemed to follow a script, repeatedly stating his inability to assist directly and advising me to visit a Sephora store in person, assuring me that they would “indemnify the issue in-store.”
Determined to resolve this frustrating situation, I gathered all the necessary documentation – the gift card, purchase receipts, bank transaction history – and, accompanied by my friend, we went to the Sephora store in Union Square. We spoke with a salesperson and then a store manager, hoping for an in-person resolution. While they were empathetic and understanding, they unfortunately directed us back to Sephora’s client services, providing yet another 800 number to call, continuing the cycle of being passed between CVS and Sephora.
Weeks have passed, and the $200 charge remains on my Visa, while my friend is left with a Sephora Collection gift card that holds no value. My frustration is immense, but my greater concern is for my friend, whose birthday gift has become a source of disappointment instead of joy. Having been a loyal purchaser of Sephora Collection gift cards for over 16 years, for countless birthdays and holidays, this unprecedented issue is both baffling and deeply upsetting. I am sharing this experience in hopes of finding a resolution and bringing attention to this recurring problem with Sephora Collection gift cards.
