Blocked Account?

[leslievette]

Hi, I work in the beauty industry so I purchase quite a bit from Sephora regularly. As of September 28th, I haven't been able to place a single order due to "Unsuccessful Authorization" I've tried 4 times since then. When I called, I was told they would look into it and email me back. I was then told that it was because my billing & shipping weren't correct - that's untrue. I have no issues ordering anywhere else online and all of my info is up to date. Not only that but I've tried multiple forms of payment. Not only does this make it difficult for me to do my job (while working from home), but it's affecting my personal purchases as well. Most of the items I need are not available for pickup at my local Sephora. I really need this to be rectified.

[alisha95]

I was told that there is a hold on my account that I can’t get refund every again or a reshipment or replacement. That is not fair because you guys won’t guarantee a safe shipping experience with you guys. If something happens to my package if it’s missing, damaged or not delivered you guys have to take care of that. I was told on the phone that it’s a permanent hold. How will all my friends and family be recommended by me to shop for you guys if you do this to customers. Please take the hold out my account. For future purchases I will need you guys to take care of my orders if anything ever happens by chance. That’s not fair at all. If you think about it, if you shop anywhere in the world and they tell you that you can not return it or get a refund or a replacement for damaged or missing items, how would you feel? Please take the hold out my account for that or I will sue you guys and I will take this to court. I will make a huge complaint against you guys. You need to fix this for me 

[Truebrunette63]

I've been blocked I believe due to disputing a refund that they received in Sept. 2020. Now I can't order online with PayPal. I've spent thousands at their stores and online. Unless they make this right, I'm done! And I've got a successful IG account and I'll be telling my story to 'em all!! Ulta, Nordie's here I come. 

[Anonymous]

Same issue happened to me! Have being shop with Sephora for a long time, but my recent purchase got unsuccessful authoirzation. One of my friends got her account blocked after receiving unsuccessful authorization, she can't even log in. I don't want this happen to my account, too! Can anyone help me pleassssse!

[august93]

I have the same issue as well. I have not been able to place an order since last week, and the status of each order is "Unsuccessful Authorization." When I contact customer service, I'm told that the reason for the status is "multiple accounts." But I've been using this same Sephora account for the past 10 years.

What's worse is that every time I contact customer service, the representative says that I should wait 48 hours and that I'll get an email from Sephora. They never sent an email. Today, when I called to follow up for fifth time, I was told that my account was banned from online purchases for the next 365 days and that this was a "business decision." There was no email to notify me of this ban.

[aprilhaul]

Hi,

have they figured it out for you? It has been almost a year for me, and no any help 😞 

this is ridiculous

[DaneeBT]

HI @aprilhaul,

Sorry to hear about this! I'll look into it then send you a PM.

Always,

Danee

[Sweetdreamer16]

I am encountering the same issue and it's so frustrating. I am a rouge member and the way that I have been handled is so upsetting.  I am currently on the line because i'm insisting on speaking to a manger since they have no explanation. This is so frustrating and you would expect better customer service especially if someone has a rouge account 

[august93]

As an update, I was told today that my account was blocked because my sister had used my mailing address when she ordered items through her account -- my sister who was staying at my place due to the pandemic. This was creating the link between her account and mine. The representative that I spoke with said that she will ask for the accounts to be unlinked and that I should be able to use my account again in 48 hours. Outside of what this representative said, every other communication with Sephora (including LaurieBT's response) told me to shop in store. In the midst of a global pandemic, Sephora is providing truly disappointing and insensitive responses.

[LaurieBT]

Hi @august93,

I will take a look further and I will send you a message shortly.

Best,

Laurie

[alisha95]

I was told that there is a hold on my account that I can’t get refund every again or a reshipment or replacement. That is not fair because you guys won’t guarantee a safe shipping experience with you guys. If something happens to my package if it’s missing, damaged or not delivered you guys have to take care of that. I was told on the phone that it’s a permanent hold. How will all my friends and family be recommended by me to shop for you guys if you do this to customers. Please take the hold out my account. For future purchases I will need you guys to take care of my orders if anything ever happens by chance. That’s not fair at all. If you think about it, if you shop anywhere in the world and they tell you that you can not return it or get a refund or a replacement for damaged or missing items, how would you feel? Please take the hold out my account for that or I will sue you guys and I will take this to court. I will make a huge complaint against you guys.

[Anonymous]

I have same issues😭

I placed 6 orders today all "unsuccessful authorisation".

Can any one help me😭

[LaurieBT]

Hi @Anonymous,

I will take a look further and I will send you a message shortly.

Best,

Laurie

[azlianaj]

Similar issues. 7 orders all unsuccessful authorisation. They said something wrong with order or account but I redo all. I even used a gift card and still the same. Similar response from sephora. 

[DaneeBT]

Hi @azlianaj,

Upon review, it appears that Laurie assisted you a few days ago. If you have not received a follow-up email, please send me or Laurie a private message so we can further assist you. Thanks!

Always,
Danee

[azlianaj]

I did and someone said my account was unverified but I been using the same account for 3/4 years. I am still waiting for that reply.

[DaneeBT]

@azlianaj In reviewing your account, it appears that one of our representatives just recently assisted you via phone. If you have additional questions or concerns, please contact us via phone at 1-877-737-4672 once more. Thanks!

[Anonymous]

Have they figure it out for you? I’m going through the same thing, most things I want are online only, I’ve tried all forms of payments, my banks are approving the transaction but sephora cancels the order on their end, tried 5 times now still can’t go through. 

[leslievette]

Nope, this still hasn't been fixed for me. I keep getting the run around. One person tells me to call, then they tell me to wait for an email while they "look into it". Then when I get a response they tell me the same exact thing - they were "unable to verify" my payment, whatever that means. My billing address is correct and Sephora is the only website where I have this issue so I know it's not on my end.

Still would love for this to be resolved with a legit answer/explanation.

[choryee]

no...

[choryee]

They finally reach me, but they said that "We encourage you to shop in store, as we are unable to accommodate your online orders going forward". I have spent more thousand dollars on Sephora to became Rouge member, and now they ask me to go outside under this COVID situation..Ridiculous!