Account being BLOCKED for no reason?!

[JisooLi]

This is my first post on the community, and I hope would be the last one.

From Monday, my orders were marked as "Unsuccessful Authorization". I chatted with the customer service right away, both representatives told me it was because of their system issue, it would take 24-48 hours for their system to be fixed.

Well, I waited until Wednesday, received their email saying my billing information is not the same as the bank on file. I have removed one expired credit card, double checked the information which is the same as my bank record, tried to place two orders, one with credit card and the other with gift card. I received order confirmation emails for both orders but then they were canceled and marked as "Unsuccessful Authorization".

I was told my account has been blocked because of multiple accounts and reshipment. What?!

I only have this one account and have been in Rouge status for almost 7 years! I spent thousands of USD per year on, and only on, Sephora. Being as loyal as me.  Now they just blocked my account, for no reason, without notice. I called and emailed back, all the representatives told me there is nothing they could do on my case, cannot recover my account, I have to wait one year. They also suggested me to go outside for store shopping. What?!

During the pandemic and election season, stay at home is the best way to survive, but how could they encourage person to go outside for shopping?! I cannot understand and accept. I also do not understand why they cannot manipulate the system to recover my account. Why nobody from Sephora can help me out.

Feeling disappointed and sad.

[Brittnaka]

I know this is a old post but same thing happened to me I have been a member for 10 years and am a VIB Rouge. My account got blocked and no one can tell me why I didn't even get a email saying it was blocked they just told me to call customer service. My rep tried helping me but there was literally nothing she could do on her end. There is no way to appeal the decision either. I feel like they have mindless ppl approving these decisions. If they can't get my account fixed I will be spending my thousands of dollars at Ulta. Very very frustrating they treat ppl who spend lots of money with them like this. 

BYE SEPHORA

[SakuraIM]

Sam thing happened to me.. This is crazy.. I thought they had good customer services. 

Also they are doing this during the holiday event. Such bad service.. !!!!

[PaigeRN]

This happened to me today too. I’ve been Rouge for years, spent thousands of dollars. The customer service supervisor on the phone was rude and told me no one could fix it. He said the person who made the decision to block my account “doesn’t have a phone.” No one can tell me why I have “unsuccessful authorizations”, just that I do and now my account is blocked from online shopping for a calendar year. I work in medicine and choose not to go to the mall after my constant exposures while working at the hospital and Sephora said that is my only option. Will literally never shop there again and I’m going to go to the media and let them know that Sephora is encouraging people to shop in store during a pandemic.

[JisooLi]

Exactly!!

I also talked with their supervisor on the phone, and he told me I could not reach out to their IT department who blocked my account, and this is the final decision. Ridiculous:(

I had my friend purchased for me today, and she got blocked as well.

Don't know what to say.

[MarzHum]

Same. Especially lovely that I only got an email saying the order was confirmed and found out it was canceled because I decided to check if it had been shipped out yet. Wishing I had just ordered from Tatcha directly when they were having 20% off.

[JisooLi]

Same here. I missed the 25% off for the Omorovicza on Look fantastic. However, my order was canceled and the item is out of stock now.

No one can give us a reason why we were blocked and no one is willing to help us solve it.

[LaurieBT]

Hi @JisooLi,

I am sorry for the trouble. I will take a look further and I'll send you a message shortly.

Warm regards,

Laurie 

[JisooLi]

Any update? I am still waiting for you to reply my message. Thanks.

[DaneeBT]

@JisooLi Laurie will be following up with you as soon as she's received more information. Thank you for your continued patience!

[SakuraIM]

This is so bad.. My account is also blocked.. there is a holiday event going on.. and you are blocking accounts of ROUGE members !!!

What kind of customer service is this !!

[SayyDee]

Hi,

My account is blocked as well, please do something so we can continue shopping online. This isn't fair.

[JisooLi]

Seem there is nothing can be done from the customer service side:(