Blocked Rouge Member for Unsuccessful Authorization

[PaigeRN]

I have been a rouge member for several years. I have attempted to place 4 orders online during the rouge sale and all 4 have said “unsuccessful authorization”, even with attempting two separate bank accounts, so I could confirm it was nothing to do with my bank.

I called customer service and they said that my account was blocked due to multiple “unsuccessful orders” WHICH ARE THE FAULT OF SEPHORA. They said I am only able to shop in store for a calendar year from when they blocked my Rouge account. I am a healthcare worker and I cannot go to the mall and shop in store as I am in a COVID hotspot with daily exposures. I AM LIVID. I have spent thousands of dollars here over the last several years and this is how they treat a loyal customer? Absolutely never again, I’ll shop at Ulta. Absolutely horrible customer service. 

[emthegoose]

Update: As of today, Sunday, 11/15/2020 when I login to this site my ROUGE status no longer shows. It was showing up until yesterday. As far as I can tell, 10/07/2020 was the first date Sephora, without respect or reason, started rejecting my orders (Unsuccessful Authorization). Just thought I'd share the timeline with others being treated poorly so it's not as much of a hurtful surprise.

@PaigeRN @kalala08 @opas12 @shopjules Hey people I am in the same boat and posted on this forum, as well, a few weeks ago. I subsequently have done research into this matter (multiple sites) and am trying to rally people together, who have previously been loyal Rouge, or other, customers, to make a difference standing up to this poor treatment/customer service practice. Please DM me if you're interested - I'd like to get Sephora's attention on this matter, to ignite change, and there is power in numbers. Take care.

[opas12]

@emthegoose yes! I'm down to join in. I'll PM you 🙂 

[vicabballe]

I've been dealing with this for over a month - also a rouge member, also not provided with any valid reason as to why I've been successful placing orders up until last month when they randomly decided to cancel my order and ban my account.

Include me in this! Would love to support

[PaigeRN]

@emthegoose I absolutely am interested. Sending you a PM!

[kalala08]

It’s really interesting how so many people all of a sudden can’t place orders during the biggest (honestly only) sale of the entire year.  The same thing happened to me! I placed an order during the current sale for almost $400 and realized the order wasn’t processing. I called customer service and they told me my account was blocked from online ordering for a year because a package was stolen off my porch so I disputed the purchase through my bank. I was told that unless I canceled the dispute with my bank my account would remain banned from online ordering for a year. I was then advised to go into the store in an area where we’ve been getting 1100+ covid cases per day.  I guess that’s reason enough to ban someone who’s spent thousands. I won’t be shopping in store either because like you said it’s a pandemic. This is probably going to be my last year as a Rogue because I refuse to spend this much money with a company who doesn’t respect its customers and tries to paint them as dishonest.

[opas12]

@kalala08 thanks for sharing your story! I think it’s great that you’re posting this so others can see they’re not alone. Within a week of posting my story, three of my friends who have Rouge status was banned from online ordering. What Sephora is doing as a business is irresponsible. They are not being transparent with their customers who have been loyal to them for many years. They need to explain what a customer has done to receive a ban. They’re also going against government health officials by telling people to go in store. 

I would suggest that you share your story on social media. I shared and tagged Sephora on Twitter. Although I most likely will not be supporting this company even if they did resolve the issue, I hope others see my posts and follow suit. 

P.S if you’re in the states look for an alternative. It’s been a week since I have been banned and they have yet to give me a valid reason. They even lied to me and said I was banned to due to excess returns but I haven’t made a single return within a year. So far I don’t think I’ll ever get an answer so I have started looking for other retailers. 

[opas12]

@PaigeRN Hi’Im so glad that I came across your post. I’m having the exact same issue and have been given the EXACT same run around. They even made a false claim saying they my credit card company made a “hard decline” on my transaction when they didn’t!!! 

I’m just wondering if they ever got back to you with a satisfactory response? They’ve even told me that don’t know why and that they won’t ever be able to tell me the reason why.  

[shopjules]

Hi!  I’m glad I came across your post.  I just posted a comment with the exact same issue.  

I’m also totally pissed off as they sent me an email from technical support that states that I have “not complied with their terms of use.”    As far as I know, I have not violated any terms of use.  I only purchase products for myself and as gifts for friends/family.

I’ve been a loyal customers for the past 6 years.  Funny thing is that I have no issues buying in store, only online.  During a time when healthcare professionals are encouraging people to stay at home to stop the spread of COVID, Sephora is blocking online orders and forcing customers to go to the store if they want to make a purchase.

Unbelievable.

[PaigeRN]

@opas12  Nope, absolutely no help thus far. The most recent phone customer service “supervisor” was very rude and said there is no one higher than him who can help me. He said the decision is final and no one can reverse it, it just has to expire in a year. I asked to talk to the person who made the decision in the first place, and the supervisor said “they don’t have a phone you cannot talk to them.” I’ve honestly never seen anything quite like this in terms of customer service. It’s the worst I’ve ever seen from any company. I asked him if Sephora’s official stance on COVID and social distancing is to force customers to shop in store and he said “Yes, that is correct. You must shop in store.” I’m at a loss for words.

[PaigeRN]

@keelybt I just got off the phone with a customer service “supervisor” who said his name is “Baba Ape”. He informed me that there is no human in the entirety of Sephora who can address this issue. I asked to speak to the person who made the decision to block me from online shopping to begin with, and he told me “they don’t have a phone.” This is an absolute joke. I will be going to the media and informing them that Sephora is perpetuating the spread of COVID by blocking loyal customers from online shopping. 

[opas12]

@PaigeRN  sorry to hear that! I do hope they get back to you eventually and resolve it. I’ve been reading the posts here and it’s not looking good that so many accounts are being blocked from online orders. 

The lack of transparency and customer service is shocking. I guess the company is so big though that they can get away with just about anything. 

best of luck girl and I hope you stay safe ! 

[keelybt]

Hi @PaigeRN I'm sorry to hear about your experience. I will look into this for you and send you a PM. 

[PaigeRN]

@keelybt I am still awaiting assistance with this.