Cancelled order 4 times in a row

[AphroditeDiva]

I don't understand why my order has been cancelled several times today. As a Rouge I have spent over 15-20k in the last 8 years in items and this is totally not ok. Called them and they say account is flagged for suspicious activity.

[DaneeBT]

Hi @AphroditeDiva I'm so sorry about this! In reviewing your account, I see that you were recently assisted with this. 

[AphroditeDiva]

Hi ! I called twice. The first representative spoke in a way that represented Sephora to not care about their customers at all. I don't know why suddenly I see that the Chat functionality is disabled. The second lady I spoke to truly apologized and mentioned that the automated system thought my account wasn't secure as I placed a rather large order through my other credit card. I still have not had the online purchase access restored. The experience really left a bad taste for Sephora in my mouth. I placed an order directly from Dyson after being blocked last night from completing my purchase. At this point I feel being a Rouge is pretty useless. I could have given a 1000 dollar business just in 1 day to Sephora, and I would think that is a pretty large basket. 

[azwt]

this happens to me every rouge sale and it’s so frustrating! I finally called support and they are submitting some form for me because I am calling and verifying my order. I am told because of how “large” my order is compared to my regular order purchases that’s why it gets flagged. However I find this so ridiculous as of course all your rouge members are waiting for the sale each year to make their bulk purchases! Don’t put a sale if you’re not expecting people to purchase large orders. Now two of my items are out of stock and this is extremely frustrating. Sephora needs to update their systems for the sales and realize your members will have different shopping behaviors for the sale!!!

[seetherlover]

One of my orders were cancelled as well and is now out of stock. So frustrating... 

[AphroditeDiva]

Absolutely agree with you. Of all the areas they have gone down in my eyes - Sephora allows us to use the 10$ off only once in a transaction. I was never able to use my points fully. So I went to a store and split every product into a single transaction to use up several 10 dollars. They cancelled the free makeover sessions for Rouge.. and when you return a product where you have used your points for 10 dollars, that part isn't refunded. Points aren't added back. And now this. I sincerely hope there is a better alternative to Sephora since clearly they aren't valuing us, the high spenders. It was rather humiliating to be flagged for placing a big order. The customer center is incapable of explaining what the issue is. The first lady I spoke to should not even be in the line of customer service. She made me feel as though I did something wrong for Sephora to just randomly flag my account. A second lady who was much better than the first one advised it is because I used a new card. Ofcourse I choose which one of my cards I get to use. Obviously I am going to buy big ticketed items during Rouge sale events. Sephora isn't my bank. Why should they worry about whether my card is safe?  My bank sends me immediate messages when there is an online authorization asking me if it was me and I confirmed with them. I repeatedly mentioned to the Customer representative that I need access or I am buying outside. Dignity is more important than 20% off. If this isn't entitled recklessness and discrimination, I don't know what it is. Sephora - a word of advice. We make you who you are. The customers. We have been loyal. Time for you to show loyalty.