My account was blocked

[tcruz221]

I am so disgusted by Sephora and their shady business practices. Their representatives cannot even seem to get the story straight about their policies. 

I am both a rogue member and a Sephora credit card holder. I place on average 20 orders annually with Sephora. I use them for birthdays, holidays and I purchase my own personal items from there. 

I placed an order Nov. 3 during the sale. A received a confirmation email and didn’t think twice about it. I know during these times shipping takes a little longer which I usually dont mind. So I didnt Go back to track my order until a week later. When I logged In I saw My order was cancelled due to an “unsuccessful authorization” I was Confused because I used A gift card and my Sephora credit card to place the order.  

I emailed and was told it had to do with my address not being recognized. Which I found Weird because it’s the address that Sephora always delivers my packages to. So I called And they told me it had something to do with missing packages. I advised Them that I had Around 1 missing package within the last year so I dont Understand what’s going on. They said they were going to escalate my concern to get more clarity. 

I then received an email stating part of my order violated their terms of use??? Which I did Not understand because I purchased items on their website, with a gift card to their store and a credit card issued for their store. 

I called Customer service who advised me my account was suspended for online shopping due to excessive returns. I asked Them to tell me what packages they were referring to. They refused. The representative then hung up the phone on me. 

I called back and spoke to someone who kept insisting that there were over five orders that were lost which is absurd because there definitely wasn’t so clearly the information they’re using to make their decisions are false. So this representative tells me about 2 orders from 2019 that were reported as lost, one wasn’t even on my beauty insider account because it wasn’t my purchase. It was my mother’s purchase but somehow it counted against me. She then tells me about a purchase I made In April that I returned. At this point I got so upset. So apparently you are not allowed to make returns with Sephora although their policy states that you have an issue to return the items. She said that my returns were over $300. I ordered 3 jo Malone perfumes to determine which I liked Best to give as a mother’s gift. I then Returned the other two. One of my candles arrived broken, the glass was shattered throughout the box. I contacted customer support and even provided them with a photo. Yet that’s also my fault. This purchase was made during the pandemic when all retail stores were closed in NYC so I had no other way of smelling the perfumes. It seems like if you make returns your account may be suspended from online purchases. Which is absurd. We’re in a pandemic and I prefer Shopping online and can’t even do so because Sephora believes Their customers shouldn’t be making returns. 

I requested a call back for this issue, because the representatives were adamant that there was 5 orders but were only able to provide me with 3. So clearly the information they’re using to make these decisions is false and untrue. I’m so disappointed in Sephora, their policies, their customer service and the overall situation. I was also told there was nothing that can be done to fix this as this is a final decision. Talk about lack of responsibility and accountability on their behalf. 

I enjoyed shopping at Sephora for their range of products but I’ll be shopping at ulta, Macy’s and the company websites directly going forward. It’ll probably be cheaper anyways with better rewards (we all know the beauty insider program sucks). I’m also going to cancel my credit card. If I cant Decide how I want To shop, I rather Not shop with them at all. 

also, this seems to be a common issue with a lot of accounts. I searched on Twitter their replies and “Sephora blocked” into the search bar and tons of shoppers are also experiencing this issue. Some are being denied returns at the store. 

there is also a class action lawsuit against Sephora for this issue. It seems like they’re selling our information To a third party who makes ratings on us as consumers and depending on the rating they block your account. I have gone ahead and joined the lawsuit. If anyone else is experiencing this issue I would Advise you also sign up. Sephora has to step it up. It’s insane how they can think they can do this to paying customers who have been loyal to their brand for years. 

[deer0ck13]

Hi you are right. Thanks so much for sharing. This just happened to me. How do you join the class action lawsuit? Kindly advise. I appreciate any help. Thank you! 

[HayleySinnett]

I am VIB rouge as well and just got my returns suspended without warning. 

[keelybt]

@HayleySinnett Im sorry to hear about your experience. I see you have now been assisted with this by phone. 

[Janietsai]

this happened to me also. Last November, I returned 2 Tom Ford perfume in store, because the description of the item is totally incorrect. It said it's a box of 10ML perfume sample X 10 pcs, but the actual product is 1 ML X 10 pcs, its only 1/10 perfume of the description. 

After that, my account was blocked. I called customer service multiple times, but it never get fixed. They just said they will fix it, but nothing happened... 

[HayleySinnett]

Sephora employees say ‘buy buy buy and try try try and if you don’t like it you can always return it.’ This is a LIE. Sephora hired a third party called TRE (the retail equation) with whom they SHARE your personal details (hello privacy violations) and this TRE company will ban you from returns for no good reason. Just read the horror stories on THIS community board. I searched ‘TRE’ on this website and found over 30 women who had legit returns (with receipt, within 30 days, unopened product) but were banned and humiliated in store......

[HayleySinnett]

I keep getting told to talk to TRE and TRE says I should talk to Sephora I am so frustrated. 

[LaurieBT]

Hi @HayleySinnett,

I apologize for the trouble and I'll send you a message shortly.

Best,

Laurie

[DaneeBT]

Hi @tcruz221,

I'm so sorry to hear about this. I will send you a private message in just a moment.

Always,
Danee