Unsuccessful authorization and multiple accounts

[Anonymous]

I called in inquiry of an order marked as "unsuccessful authorization" in status, and ended up getting an email saying "your order was cancelled as some portions of your order did not comply with our Terms of Use".

I called again to ask what that meant, and the representative told me that my email/phone number showed up in more than one account but did not provide me with any information on that mysterious "second account" that suddenly appeared in the past month in between my two orders, when the only thing different about my account was the email address associated with it (had to change it due to a potential breach related to the old one). After telling me that I wouldn't be able to place any order online for the next year and that I can still shop in store (despite me telling him that I have no Sephora store near me), he said I could reply to the email and ask the customer service team to review it further, as there was nothing he could do.

So I did, and wrote in my reply all the information above, and guess what? This was their response: "We are sorry that we were unable to fulfill and process your order due to multiple accounts linked to this account. We invite you to visit your nearest Sephora store to make a purchase (again, this came after I mentioned in my email that there wasn't any nearby Sephora store in my location). If you wish for more information, I suggest you call us at 1-877-SEPHORA (1-877-737-4672)."

So I called again (idk why I bothered), and was simply told reiteratively that she understood this was frustrating but she couldn't do anything about it.

Yes they were right. This is extremely frustrating, and the whole thing just felt sketchy. I never got to know exactly why suddenly my account was blocked. I have been using this account to make purchases since 2016, and I have been a fairly good customer for those years. These responses I got made me feel very helpless, hurt and even more alone in social isolation. To be fair I don't think any customer deserved to be treated like this. 

[Anonymous]

Just in case anyone is wondering, the only pm I got from sephora so far was that they've sent a request to have this reviewed (which was two weeks ago).

[Zhuqingting]

Same here! The customer service definitely need to be improved. My order was cancelled even without sending me an email! I called many times and they did nothing! 

[keelybt]

Hi @Zhuqingting I will look into this for you and send you a PM. 

[emthegoose]

@Anonymous Hey there. I'm so sorry to hear about this, it happened to me and I posted about it here, too. No one from Sephora has been able to help. I'll send you a DM if you're interested? LMK? Some of us our getting together online to try to change this so that Sephora will treat us fairly. Take care and hope to hear from you!

[miicheeey]

Same problem here. They don’t even consider your siblings having their own accounts to make their own purchases. Where in your terms of use shows “one account per household”?

Enlighten me Sephora.

[DaneeBT]

Hi @miicheeey,

I will send you a private message to further assist.

Always,

Danee

[keelybt]

@Anonymous I'm sorry to hear about your experience. I will look into this for you and send you a PM.