Sephora cancelling all my orders

[nalani12003]

I have been a Rouge member for about 10 years now and all of a sudden starting last Nov all of my orders are being cancelled. I have called numerous times every time they have to submit a form that takes 5 days to hear back if they even respond. No one can tell me why. Customer service has tried placing orders only to be immediately cancelled. Last order I placed was on cotton rounds just to see if it will go through and it did just fine probably cause it was only $10. But every order after that cancelled.  I’ve used multiple cards all with the same issue call my bank company no issue on their end and all of them has said no authorization ever came through across all of my cards I have tried to use.  I have missed out on Rouge access first purchases and new purchases that end up selling out. Missed out on 50% off items. The only method that seems to work for me is going in store to have them place my order, which is not convenient.  It’s one thing if the stores offer all online products in store but truthfully my Sephora only seems to carry about 10%. I am a person who loves to try new brands and products constantly. With the sale coming up for me I don’t want there to be any issues. Sephora you need to permanently fix this problem not just for me but everyone experiencing it. So disappointing #cancellingorders #sephora#fixtheissues#rougemenber#dissapointed

[Jillybach]

I’m also a rouge customer and have been unable to purchase online for over a year. I’ve missed out on sales, Sephora credits and many other discounts/opportunities. So I called customer services and spoke to a manager today. Bottom line is when I make a purchase Comenity says they authorizes the sale, but the Sephora website cancels the sale and kicks it back. Comenity says Sephora is aware of the issue, it’s been a problem for over a year, affects both Sephora and Ulta customers. They are doing everything they can, but the “work around is to purchase in-store. It doesn’t take a year for the IT departments from 2 huge corporations to get their websites to work together. They just don’t care, especially during a sale when they’re both filling the coffers. 

Sephora, when are you going to make it right?

[keelybt]

@nalani12003 I'm sorry to hear that! I will send you a PM.