Restricted Rouge Account aka Multiple Accounts (that don't actually exist)

[emthegoose]

UPDATE: 11/19/2020  Good news- finally, a partial resolution. See my full post below. My issue started on 10/07/2020 and was finally (mostly) resolved today, 11/19/2020 when I received an Order Shipped notification. Janean (who is an MOD on this site) was able to help me after much effort and hours I put in, prior to connecting with her. I still believe Sephora owes me more, including an official written apology, for how they treated me and how long it took to resolve, but I am at least relieved for now that there was some resolution. To be specific, I am now able to place orders online again and my ROUGE status has been reactivated with my previous points balance.

UPDATE: 11/14/2020 No response from Sephora via this platform and no follow-up from their Rough line.

There are a lot of other customers writing about this online. 

Hi, I'm looking for a high-level Sephora staff person to assist me. I have recently posted in two other threads because I have received such poor service, so I am putting my feelers out in multiple directions at this point.

I am just about ready to print out all of these pages and contact the Better Business Bureau! I'm a Rouge member, have spent tons of $$$ with Sephora for years and maybe have returned one or two items during these past four years. I have spent over 3 hours on the phone and through email with Sephora to no end resolution. I am told my account is on hold for one-year, my Rouge benefits are unavailable to me and my points are unavailable because I have "multiple accounts". I have only ever had one Sephora account. I am the only person in the U.S.A with my first and last name!

Even the reps at Sephora confirm that there are no other accounts in my name or with my email. I have perfect credit. I was told my issue would be resolved by Saturday, 10/31/20 and I would receive an email. I have received no email. I called today, Monday, 11/2, and was told the same things as before. The "manager" I talked to on the Rouge hotline indicated he was "high-level" and would submit the same form the other Rouge associate did on 10/27 to the research team. This was not helpful. He said there was nothing else he could do. I have done nothing wrong and for some reason Sephora is treating me terribly. At no point has anyone apologized for this terrible error. I have lost out on promotions, Rewards Bazaar items etc. I will make it a point to make this right even if it requires a consumer case against Sephora. If there are people posting publicly on this forum, I'm sure I can find more and rally for action. I have access to legal channels and will take them if my issue is not resolved by this Friday, 11/6.

Lastly, it has been maddening to hear multiple reps tell me that, in the interim, I should just go shop in store. Why the heck would I do that? Why would I want to support Sephora while they are restricting my access to earn my Rouge points and treating me so poorly. And, the store near me often doesn't have what I buy anyway! And now, there's the added element of COVID-19 exposure. C'mon, be decent.

[emthegoose]

Want to let anyone know, who is having this issue and reading this thread, that no one from Sephora has followed up with me. And, today, 11/15/2020, when logged into this site, my ROUGE status no longer shows, nor do my points. Sephora created this issue on, or near 10/07/2020 - that was when I first received "Unsuccessful Authorization." Sephora continues to treat more and more customers, Rouge and others, without reason or respect and is blocking accounts. Please feel free to DM to take steps to catalyze change against this practice. 

[LunaLily23]

Same thing happened to me. I sent you a PM. Curious to see if your issue was actually fixed and if not, you can count me in on the consumer case. 

[JaneanBT]

Hi @emthegoose,

I have sent you a private message. Please check your messages when you have the chance. 

Best Wishes,

Janean

[emthegoose]

Great, checking now.

[emthegoose]

Hi @JaneanBT I appreciated your last message and just sent a reply DM. My account is still not in order, unfortunately. Hope to hear from you soon via DM.