Unsuccessful authorization order.

[dddddW]

I am a VIB ROUGE for years. Spent thousands in Sephora.  Now I think my account was blocked by Sephora.   But I didn’t done anything wrong.  As a customer, I think my performance is good. I didn’t have return, refund or exchange anything.  After I moved, my account can’t place online anymore.  I had called customer service for a few times. But I did not get help. They just told that Sephora needs review my account.    They told me that i had recurring orders.  But in 2020. I just have 27 online orders. 8 of them were successful, and 19 of them were unsuccessful authorization orders.  I am not the reseller, I bought everything that is only for self use. 
And I told them that I don’t wanna miss holiday save (20% off).  They just told me. Shop in store.  But during the pandemic. I don’t wanna go to store to make purchase.  The representative told me that my account can’t place online order for a year. I am very very disappointed.  Is anyone has the same issue? How to solve this problem ? 
 
I don’t understand about the action of Sephora blocked account. What does Sephora want ? stop customers to buy things from them ? And to be broken ?

[enf22]

Has anyone here gotten this issue resolved? I was told a few times I would get a response within 24 hours or 2 business days and it’s been past that and I still haven’t heard any updates. Has anyone else had any success?

[dddddW]

Nobody gonna help us.  I have called them a few times. But didn’t get help.  And I asked for help in community, someone sent me the private massage, but just said she would help me to check my account, but one week later, I didn’t get any helpful information, and she didn’t reply me the message anymore. 

[enf22]

Same thing for me - I keep getting the runaround & another private message saying it was escalated and I would hear back and still nothing. Funny thing is my mom also just experienced the same thing for NO REASON! So it’s just a thing Sephora is doing now to random customers. I’m definitely reporting to the BBB and I recommend everyone who is experiencing this issue to do the same thing. I can’t believe a huge retailer like Sephora has the WORST customer service. Unbelievable!

[MagiaMoonlight]

I agree I was also told to shop in stores. I won't be doing that I'll find other sources for products

[DaneeBT]

@dddddW I'm sorry for this experience. I just recently responded to your private message.

[littlemiss8751]

Yes, this happened to me the very first time, the only thing different on my order this time is that I used a $250 giftcard, and I paid the rest of my order via credit card (my usual credit card that has not had any problem ordering). I have had no returns, refunds, etc. 

I do believe the system is hitting some of our accounts falsely, and their customer service do not have more than a standard response without really resolving the problem. I called them and they place an investigation that takes days and everytime I want an update I have to call, they do not reach back to you. 

Now I see this is not only happening to me, I believe Sephora needs to fix their fraud detection system so they don't ban the wrong customers like us. Their CS is lacking of knowledge or authorization to look further into this issue so their response is not what we want to hear. 

No details on what you exactly did wrong, this is why I think their system is at fault, and it is going to cause them lose good customers. Someone on their end should bring this up to their management. 

[suiseiseki]

SAME HAPPENED TO MY ACCOUNT! What's the point to be a Rouge? THEY DON'T EVEN PROVIDE ANY CUSTOMER SERVICE OF THIS ISSUE!

[enf22]

I have the exact same thing happening to me - no returns, no lost orders, no fraudulent activity on my part. I tried contacting Customer Service multiple times via phone call & email and no response or reason as to why my orders aren’t going through. One rep told me I’m now banned from shopping online for a year. I don’t understand why this is happening - I’m an honest shopper and never had any previous issues with Sephora before. It looks like others are in my same position. 😕

[kalala08]

The same thing happened to me! I placed an order during the current sale for almost $400 and realized the order wasn’t processing. I called customer service and they told me my account was blocked from online ordering for a year because a package was stolen off my porch so I disputed the purchase through my bank. I was told that unless I canceled the dispute with my bank my account would remain banned from online ordering for a hear.  I guess that’s reason enough to ban someone who’s spent thousands. I won’t be shopping in store either because like you said it’s a pandemic. This is probably going to be my last year as a Rogue because I refuse to spend this much money with a company who doesn’t respect its customers and tries to paint them as dishonest.  

[dddddW]

Hello.  My problem was solved. I can place online order now.  The representative named DaneeBT helped me to fixed problem.  If you don’t get help With someone. Maybe you can contact with her to get help.  

[JaneanBT]

Hi @kalala08,

I will send you a private message so I can look into this for you. Thanks! 

Best Wishes,

Janean

[dddddW]

My friend has the same situation like you.   She didn’t receive her package. And it seems like carrier lost the package, because the order status shows it hasn’t been delivered. But she had waited for Longer than estimated time. So she request the refund or replacement. But after that. Her account was banned by Sephora.  She cant place order online. Only in store.   

[kalala08]

Yes that’s exactly what happened in my case! I’m not shopping in the store during a pandemic. I’ll just start shopping online elsewhere. I hope your issue gets resolved 🙂

[DaneeBT]

Hi @dddddW,

I recently sent you a private message. Please check your inbox when you have a moment. Thank you.

Always,

Danee

[ankkk]

Hi please help me facing the same issue

[DaneeBT]

Hi @ankkk,

Sorry to hear about this. I will send you a PM!

Always,
Danee

[MagiaMoonlight]

Do you know how to get this problem in this post resolved?

[GatorGal1023]

I'm having the same problem as well.

I was able to make several purchases with my 20%. Then a couple of days ago I thought it was processed and I just learned it said unsuccessful authorization.

This is absolutely ridiculous. Sephora is having all these problems and I'm not worried to go to the BBB at this point.

Please rectify this. 

[JaneanBT]

Hi @GatorGal1023,

I have sent you a private message. Please check them when you have the chance. Thanks! 

Best Wishes,

Janean

[enf22]

Is anyone able to look into the issues I’m having as well? Why are some people receiving a response and not others??