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Post in Customer Support

Account eternally "under review", cannot use online

My account has been "under review" for well over a year now, starting (coincidentally?) just after reaching Rouge. I've been given a dozen different reasons when I have called customer service. One really lovely gentleman spent easily an hour, he was that determined to help, and he thought he had fixed it, but when I tried to place an order online, the same thing happened: my order seemed to go through, its status in my account history indicated that it was in the works, but, when I checked looked at the order details, each individual item had been cancelled. I can order over the phone or shop in-store... so I can't buy any online exclusives, and since I have major mobility limitations, being disabled, visiting the nearest *accessible* shop is even worse; I tried once earlier this year, and it was literally excruciating. Since I haven't gotten to use a single "benefit", Rouge seems to have worked out to be a punishment Smiley Sad Can someone please help me with this? If "under review" just means "You are hereby BANISHED FOREVER from using our website," or "You are banished until your Rouge status expires," at the very least come out and let me know that. This system of Sephora's is painfully disingenuous... and dishonesty is one of the worst things a company can develop a reputation for, in my books. Going by what I've read online about all the customers who have had to deal with this "review" limbo, and others' reactions, I gather that most people feel similarly 😕

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