Issue with cancelled orders

[HodaMG]

I've been buying from sephora.com for years now, using the same billing and shipping address as well as the same credit card. Nothing changed. On June 11, I placed an order for one item. Transactions went through successfully and I received an email notification confirming the order. I didn't get any updates on the order or shipping for 5 days. I checked my online account to find that the order was canceled. I called customer service, the agent told me the last name on my account doesn't match the last name on the credit card. Even though it's not mandatory that both match, I did make them identical. She assured me that this would solve the issue. I went ahead and placed the same order again and received an email confirmation. Guess what? Same thing happened again, and I found out that the order was cancelled. I called customer service a second time, and the new agent told me that the first agent didn't submit the question to IT properly. She said will do it right away and that I should expect a response from client services. Lo and behold, I receive the following mysterious response

We apologize for the inconvenience you experienced with your recent cancelled order.

After researching the issue further, your order was cancelled as some portions of your order did not comply with our Terms of Use.

If you have additional questions about the cancelled order or how you can replace it successfully, we invite you so we can to address all of your concerns."

I was unable to decipher what that meant or what the solution is to eventually placing a successful order. I called customer service for the third time, and I was simply told to respond to that email. There is no other way of talking to someone directly. 

I'm extremely frustrated and don't know how to resolve this issue. Any advice here? 

[HEJE]

Hi. I am having a same problem. Could you share how you solved this problem?

[keelybt]

@HEJE I see that this issue is currently being reviewed for you. 

[HEJE]

How long will the review take? Will it actually resolve my issue?

I already received an email from clientsupport@sephora stating:
“After researching the issue further, your order was cancelled as some portions of your order did not comply with our Terms of Use.”
I'm wondering—does the 'review' you mentioned mean something different from the 'research' referenced in that email?
The explanation that my order didn’t comply with the Terms of Use feels very vague, and I’m honestly quite frustrated by this experience.

[LaurieBT]

@HEJE , I have received your message but I'm unable to respond as your private messages are currently off. You can adjust your messaging preferences on the browser (not the app). Please look for the gear/settings icon. 

[HEJE]

Hi! I adjusted it. Could you send me PM? Thanks

[LaurieBT]

Hi @HodaMG,

I'm so sorry for this experience with your orders! Thank you for reaching out to us. I'll send you a message shortly.

Best,

Laurie