Unsuccessful authorization

[triiish]

Hello!! I have had multiple live chats and at least 2-3 phone conversations about "unsuccessful
authorization"!
Very frustrating, one live chat agent told me I
"breached a policy" and when I asked what the action was that lead to this, the agent told me that I am welcome to shop in store, then ended the chat.
With my call with them today, I was told that my former last name was on file and my new married name was added on which should have fixed the issue, but IT DID NOT. I'd really like to get this resolved before theholidays please!

[MimiPham]

Hey there it seems like you and I are in a similar situation. i recently wanted to buy the Dyson Airwrap and was finally able to order it after receiving an email that the color I wanted was back in stock. They cancelled my order and was told that I should call customer service and have them place the order for me as something failed on their end. Well I did just that and they still cancelled it and after HOURS, spanning days, I was told I wasn’t allowed to place any online orders as there was a chargeback associated with my account. If you don’t want to read on i think the best information I can give you is that they basically froze your account/ability to shop online and it has to do with some billing issue. After this point is a detailed rant on the issues they failed to resolve.

Now what’s hilarious about my situation is that the chargeback was from over a month ago and the issue was caused by sephora (and yet I am the one who has to pay the consequences) and they made empty promises to rectify the situation. This caused me to go to my bank and tell them the truth: I did it receive items that I ordered and tried to have the vendor send it to me, which they said they would but I was told it was returned to them without any notice/refund. 

So I ordered makeup for my mother before her big anniversary trip and was told it would arrive before a Friday. Well the day after it was supposed to arrive my mom called me to as where it was so I checked the shipping: failed to deliver. Weird. As I was never notified. I then had to reach to customer service who said it was bc of a gate access issue?? Which didn’t really address why I wasn’t told in the first place vía email or Courier notice as my mom had needed the items before she left for her trip. And so they would reattempt delivery. Days pass and my mom asks me to check again: RETURNED TO SENDER. That’s funny because the representative assure me they would reattempt but I just see that it was shipped right back. 

At this point I was at a loss for words bc both times they failed to deliver the order I wasn’t notified (via email or a note). Furthermore they never reached out to resolve the issue and my mom needed the makeup and we had to drive 45 minutes to her Sephora, which didn’t have the makeup in her shade. it’s funny looking back how i had to be the one to bring notice to my issue and also resolve it at the same time. 

Which brings us to this past week when I tried to buy the Dyson in the copper/nickel color if been dying for, with my rouge reward (I made rouge for the first time as a 24 year old who’s been dreaming of this since I was 14, so frivolous I know). They cancelled my order and told me to reach out to customer support to place the order, which I did and yes cancelled. I finally get to a chat and they mention the chargeback. I say the only weird thing I can think of is that i spoke to my bank a month ago after Sephora had basically failed to meet their promise to me about reattempting delivery and failing every chance i gave them to make things right and they refunded me under the premise that i didn’t receive my items despite trying to reach out to the vendor. Weeks later Sephora also issued a refund (which I didn’t know) until my bank tells me in a notice that they charged me for the orders again because I received two refunds basically. Fine by me I didn’t want to steal from anyone. I see the second charge to my account was dated on the 1st. 

TODAY, the 20th, the last phone call I had I was with a supervisor who told me I had to wait 7-10 business days for my bank to say that they have credited them. So what’s weird is that the actionhad already shown on my credit card, 19 days ago, my bank already took action and they would not try to get it done faster. I sent them screenshots of the notices and credit card charges that show the bank handled it and that I don’t owe them anything and yet they still want to treat me like a common criminal, and not a loyal Rouge customer. The original order was on October 11th and today is September 20th. The best “solution” they had was to continue making it a problem for me because until the 7-10 business days they expect to hear from my bank, I will not be able to place any online orders so to just buy my item in stores: a sadistic joke if you ask me BECAUSE ITS ONLY AVAILABLE ONLINE. What’s worse is that I’ve been waiting all year for the rouge sale and I won’t have access to buy anything. Until. The. Sale. Is. Over.

Up until this point, Sephora had only taken up my time (as i had to do their job to solve my problem) and my money spent on gas to physically get the items with my mom, and frankly my trust. But now their idea of conflict resolution is to basically take away the perks I’ve earned as a rouge member which will expire this year, unless I spend money.

It’s one thing if I actually did anything wrong but it’s another to make a mistake and make your client that you’ve built trust with for 10 years to pay for your mistakes and more. I’ve worked multiple customer service jobs to know that it’s never fun to deal with an unhappy customer but maybe pretend to care and attempt to mask a blatant lack of accountability.

The lack of effort is truly disheartening especially considering how many times I’ve given them an opportunity to make it right. Yes they failed to rectify the original issue and the subsequent issues they created, but the worst part is that they showed zero accountability for their mistakes and instead took away my basic rights as a customer as if to punish me for their failures. Sephora’s aggressive behavior was so emotionally distressing i had to give myself half an hour to meditate to lower my anxiety levels before I went to work. Despite being beyond frustrated as I felt unheard, I also wanted to reassure the associate I wasn’t mad at her as she didn’t do anything wrong, which is better than the treatment I’ve received from Sephora.