Account locked for ONE YEAR

[yefanj]

I just realized that a credit card under a different name used in one account was not allowed, and my account is now locked for freaking ONE YEAR??!! This is a ridiculous policy, Sephora. I understand account sharing is not suggested, and I would not do that if I knew the consequence, but isn't one year too long? Do you really think this is reasonable? Don't you think this is going to bring down your sales especially during this special time? Plus, what am I gonna do with my rouge membership? Let it expire after I spent $1000? I know I can still purchase in store but WHO would rather go out to store than making purchases online at this time? You could've sent me a notice or warning before you straight up locking my account. Very disappointed.

[haleypabla]

I experienced the same thing recently. I placed an order on November 2 and November 3. Both orders showed a status of unsuccessful authorization right after placing them - mind you I NEVER received an email saying the orders were cancelled. I chatted with sephora on November 3 they said it needed to be pushed to their head office to allow the orders to go through and I would receive an email back in 24-48 hours. I never heard back and called sephora today. The gentlemen I spoke to told me that head office decided today that my account is suspended and I cannot make online orders for a year and need to go in person to buy all products and that this was a "business decision." I thought this was ridiculous and asked to speak to a manager. When I spoke to the manager he told me that there are a number of reasons that head office decides to suspend your account from online orders being the following:

- having multiple accounts with sephora (not sure what this has to do with placing orders online. you get no benefit from having multiple accounts)

- saying online orders have gotten lost multiple times

- placing too many returns

I have never told sephora that one of my online shipments got lost and I also have rarely ever returned anything so this makes no sense to me! Also, he said I should have gotten an email about the suspension but I never received one?

I have spent over $2000 at sephora this year and wanted to place orders during the rouge sale and this happens? Mind you, I was able to place orders on October 29 so in a matter of 2 days they decided that my account should be suspended?? Makes no sense!!

@DaneeBT @LaurieBT can one of you please help?

[LaurieBT]

Hi @haleypabla,

I'm happy to take a look further and I'll send you a message shortly.

Best,

Laurie 

[mayunnan]

I have the same condition with you. It is so ridiculous. I just substitute with my friend to buy a gift. I tried connect with customer service and their supervisor, they just repeat "you can go to store to buy anything you want" a again and again. And who wants to go to shopping mall in this pandemic time. Especially the nears sephora store is so small and I need to spend a lot of time on driving to a bigger store. And also products sometimes sold out. What's hell with sephora !!! I am going to keep arguing with the until they unlock my account !!! I'm also be rouge member for several years, and they lock my account after I spend $900 this year. I really don't know what I should say about this!!!

[yefanj]

The customer service sent me an email after this post saying the exactly same thing as before like my order didn't comply with their terms of use or something, and that's IT. NOTHING regarding this situation! No explanation, no solutions. OMG, can't believe it. Thanks god the products I wanted to buy were on sale on their offcial website, haha! 

[DaneeBT]

@yefanj I'll send you a private message with more information in a moment.

[Anonymous]

I feel you. My account was locked for the same reason without any notice and I have a lot points in there too. I am a loyal VIBR customer for more than 7+ years and really Sephora could have give a warning before locking it, because I wasn't aware that there will be a issue with the cards either or otherwise wouldn't let this happened. And if sephora look into the account, most of the time the account was used with my OWN card. The customer service bad when I called in, they didn't even told me it will be locked for ONE YEAR! They didn't even willing to help or discuss, just one word "your account is locked", that's it!! So disappointed with this service!!! And really who want to shop in store in this COVID situation?! Not to mention some of the items are online only. Anyway, you are not alone in this angry and disappointing situation!

[DaneeBT]

Hi @Anonymous,

I'm sorry to hear about this. I will send you a private message in just a moment.

Always,
Danee

[Anonymous]

Hi Danee,

I have replied the email of private message, did you receive my reply? @DaneeBT 

Thanks!

[DaneeBT]

@Anonymous I'm sorry I haven't received your response! To reply to my private message, please click on the envelope icon in the top right corner, select my message, then reply. Thank you!

[LaurieBT]

Hi @yefanj,

I'll take a look further and I'll send you a message shortly.

Warm regards,

Laurie