Your Basket is Empty
Sign in to see items you may have added previously.
See samples, rewards and promotions in .

Item Added to Basket

Free Shipping!

You're only $50.00 away from Free Shipping.

Post in Customer Support

MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

 

So I just placed an order for one of the $10 dealtopia items and got my email confirmation as usual. Then about 5 minutes later I received another email saying my order had been cancelled. I thought that it was maybe because they ran out of stock so I checked the website and the product was still available. I then called Sephora and spoke to a representative who told me it was cancelled because I violated their terms/conditions, but he couldn't tell me how!? All he said was that the terms/conditions were listed on their website for reference and that he was going to fill out some paperwork and have a solutions team member contact me within 24-48 hrs to discuss it further. I told him that I really needed the order placed now and was worried that the item would be all sold out by the time someone called me. He then told me that he would place another order for me so I could get the product, which I'm grateful for, but then why cancel my original order in the first place??? And what terms/conditions could I have possibly violated by placing an order for one item? And I also don't understand how you can tell someone something like that but not be able to tell them the reason why??? I don't know, I'm just so frustrated and confused by this Smiley Sad I am a Rouge so I spend tons of money at Sephora and I just don't understand what's going on?? Has anyone had a similar experience? Any input would be appreciated! Thank you! Smiley Happy


Accepted Solutions

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Sephora is listening. We are genuinely dedicated to our clients and strive to provide the best client experience possible - so products, samples and promotions are available to you. We greatly value feedback and we want to assure clients that we are listening. We encourage clients to shop, and to return items if they are not right for them. We try to provide compelling samples, point rewards and perks to our clients -but in order for them to reach the most people, we limit them to one per client.

 

We also want our clients to all have the ability to purchase our newest and best products, so we limit the quantity of certain products to meet demand. If you have a question about an order that has been cancelled, please contact us and we will research your individual case.

Luv&Lipgloss, Diana

All Replies

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I'm really disappointed by this whole scenario.  I think that if they cancelled your order they should be able to tell you why, so if you could, go about fixing the issue and also helping you with it instead of them flat out acting as if you were a criminal or something.  Needless to say but I hope this is resolved for you. Smiley Happy

 

After hearing this story and others that have been similar, I only plan to purchase something during the $20 off $50 off promo and holding off after that until next year.  My Black Friday orders have already shipped (3) but then again this could have been me so I'm going to be more "cautious" with my spending.  

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Agreed.  I am feeling nervous about having placed orders during the sale and during Black Friday.  I had to step back and realize I am a grown woman feeling like a criminal for having spent my money to purchase goods on an ecommerce website.  Sephora, if you don't want us to exchange our money for your products then just come out and say so.  Banning people and saying "read the terms and conditions" is offensive and bad business practice.  

 

And Sephora, if you keep ignoring these requests for explanation we will take this outside of BT.  I bet a lot of news organizations would love a post-Black Friday story about a major retailer setting up a "rewards program" just to ban the customers who spend the most money.  Girls, get the word out anywhere you have connections.  We aren't a bunch of scared little girls that Sephora can bully like this.  

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Is the $20 off $50 promo a card in the mail or will it be emailed, do you happen to know?  I didn't get a card in the mail today and I saw that mentioned on Sephora's FB page.  I'd better get one, I need to replace the UD Super Saturated Lip Gloss I lost somewhere this summer and stock up on argan oil.

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I know it is supposed to be mailed out and I think there will be an email as well, but not 100% sure on the email. Smiley Happy

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I have been saddened reading this thread. JenJenz, I really hope you get a satisfying resolution. My BlackF riday experience with Sephora was a good one, I maxed out on what I wanted in one order and had my Mom place an order for a few additional things, just in case, BECAUSE I did not want to be "flagged". Both orders with Sephora now show as "shipped",

 

We should not fear one of our favorite places to shop Smiley Sad

 

While I have not experienced your situation I did have a thread pulled because I used dot com with the retailers name. Mind you this company is not what I would consider a Sephora competitor Smiley Wink but, whatever. TOS can be so obscure as to be open to whatever interpretation the company sees fit.See Google or Facebook for how well that goes over in the long term.

 

Edit to remove coach discount -already used

 

Since a couple of months after the Rouge roll out I have really examined my spending and have found I can go directly to the source for most of my products with better benefits-as in things I know I'll use. (Shout-out to Smashbox for going out of their way to replace a SAMPLE!) The trade off is discovering new brands. Since I know I'll get almost all of the Rouge benefits as a VIB I will keep a moderate amount of spending at Sephora. Maybe 2014 is the year Sephora shakes things up with VIB and makes Rouge mean something.

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

If they do actually post deals on Monday now and I only want one, I don't even know if it violates TOS to order it Smiley Sad I realize it is a long weekend, but they could at least inform us that they are aware there is a problem and are working to rectify it.

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Here is why I don't think we will get a response- take a look at the Customer Service forum.  There are mods all over every post except the few posting about this.  There are mods active right now, and they are purposefully ignoring these threads.  The only action I've seen is threads being censored and removed...

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

We can't blame them. The mods are just doing their job. It's probably policy for them not to comment on these threads. If I were them I wouldn't want to be the one jumping in and trying to calm an angry/frustrated mob. At least they let us have these discussions. 

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I think, unfortunately, due to past behavior by members of BT mods no longer comment on threads like these. Mods were personally insulted and abused over things completely outside their control, even as their responses were polite and professional.  The Mods cannot fix the issues people are griping about, so they are focusing on the things they CAN help people with. 

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Have any of you girls found out anything yet? Better yet, for those of you who are banned, has it been lifted? It seems many of us are banned, but no one has had her ban lifted. 

 

I've waited a week and nothing. I'm in the process of writing a letter which I will mail to headquarters as the THREE people over the phone as well as a mod on BT were of no help (mod stopped answering me). I don't understand. If they ban us and cancel all our orders, why can't they tell us why? Instead of repeating "you violated terms of use". When I ask which part, they just tell me to read and I'll know. I'm like....WHAT??? If I knew what I did wrong, then I wouldn't be calling you!!!!! >__<

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Awh thats so sad Smiley Sad Hope it goes well for you! 

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Thanx, but I looked forward for months to the Black Friday sale and because of the ban, I wasn't able to purchase anything. I don't think there's anything Sephora can do to make up for all the emotional trauma I'm going through..... Smiley Sad

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I am just curious if any of your girls got $20 off $50 promotion code. I mean like me, account has been removed and declined. All my friends, VIB members have got the promotion card. But I didn't.

 

I called Sephora and was told I would get it. It's weird that we were banned online shopping. However, we're welcome to shop in Store. If we did do sth wrong, we should be banned from Sephora completely. 

 

 

 

Spoiler
 

 

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I'm banned and I haven't gotten a code or card yet...

 

There's no rhyme or reason to this ban thing. Seriously, are there REALLY that many frauds out there????

 

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I haven't gotten the $20.00 off $50.00 code. Smiley Sad

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I haven't been banned, so I don't know why. Smiley Sad

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I haven't gotten any coupons from Sephora...or any e-mails at all except the usual--your purchase has arrived would you like to review it--message.  I didn't know there was a 20$ off 50$ coupon for rougiues until I checked here, which is frustrating since I didn't get my last coupon until way after the sale/special ended, either, and when I called I explained that my e-mail account was not working most of the time and requested that these things please, PLEASE be sent to me by mail.  On the other hand, even though the lack of extra samples/specials/gifts promised to Rouges at the begining is still really disappointing, I have gotten Really excellent customer service and assistance when calling the ROUge Concierge line--I spoke with two different people there and both went so far out of their way to help that I actually felt/feel bad that I was only able to leave my commendations for one of the assistants with their supervisor.  

 

 

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I'm reading elsewhere they're starting to extend the ban to BT.  If people start disappearing, guess that's where they went.  This is going to gear up into a huge PR disaster. 

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

Ohmigosh.

 

If I wasn't petrified to even place an order already...

 

I understand that the resident mods can't do anything about this, and that they're staying away from these threads.

 

I just wish there was some clarification... because Sephora is about to lose all of my holiday purchases because I don't want to deal with the fear of being banned for no reason whatsoever.

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

This whole thing makes me more angry than scared.  It also reminds me of QVC and their "You can return your purchases in 30 days, no questions asked."  I've heard of people then getting a letter saying "Hey, you are returning too much stuff.".

"But you said..."

Re: MY ORDER WAS CANCELLED AND I WAS TOLD I VIOLATED POLICY!?

I'll be interested to know if people end up receiving any documentation from Sephora, and what that wording states.

 

If it is fraud-based, that could have actual implications for people in certain professions.

1 Reply
Conversation Stats