Why are my orders being canceled???

[emileena]

I'm a rouge member and this has never happened to me in the past. I placed 2 orders 2 days ago on 1/25. Both orders were canceled in less than an hr. I replied to the cancellation notification email and got a generic email response saying they will get back to me, so I wait thinking I'll get a response in a few hours, but nothing.

The next day I get an email per the following:

Thank you so much for reaching out about your cancelled orders. The system shows we were unable to process your orders because of activity not aligned with out Beauty Insider policies.

At this time, I do not know what the specific policy is. I did submit a request for this to be reviewed. You should receive feedback within 72 hours.

Thank you for being a loyal Sephora Client! 
 

Kind Regards,

Sephora Client Services

Why do I have to wait 72 hrs??? What is going on? My card is fine. I just went to my online bank and still have plenty of funds. 

I called customer service and they escalated the case but was told by the representative that it can take up to 7 days to get an answer. This is ridiculous and unacceptable. There are promos and samples I wanted to get. I specifically wait for the ones I want to redeem and take advantage of to make it worth my time and money to purchase. What is the point of all of this??

[stephp1994]

Any update?

[millerkaitlyn]

The exact same thing is happening to me now! I am so unbelievably frustrated.

[DaneeBT]

Hi @millerkaitlyn

Sorry to hear that! I'll send you a PM.

Regards,

Danee

[DaneeBT]

Hi @emileena

I'm sorry to hear about your orders! I see that a request was submitted to our Orders Department and someone will be following up with you via email within the next few business days; it should not take 7 business days to be contacted. I understand this is frustrating and apologize for the wait!

Regards,
Danee

[emileena]

SMH