"For Security Reasons, your purchase cannot be completed using the temp card"

[smileitsbrookie]

Today, after originally planning to go to Ulta, I decided to change my mind and go to Sephora instead. I applied for the credit card in app and was approved. 

I got to Sephora and was greeted by a FANTASTIC staff who helped me pick out $400 worth of makeup products for my wedding day. I was in there 3 hours searching for products.

Finally, ready to checkout, I go to checkout and for some reason the account lookup consistently failed for my new credit card. I contacted Sephora phone line, which recommended the store reach out for me, which they did and still were unable to find a solution. 

The assistant manager recommended I try placing a BOPIS (buy online pick up in store) order and after adding each item with its correct shade (13 total items) to my cart I received an error message that "due to security reasons, we are unable to use your card". I had to leave at that point due to being exhausted (though the staff was still very kind!).

I tried placing it online multiple times, reaching out to customer service, card support, and the only thing I'm told over and over again is "wait until your card comes in". It's not a great solution as 7-10 business days is past my makeup trial and VERY close to my wedding day. Customer Service tried purchasing over the phone but it declined as well. They tried to expedite my card but it's already sent out. So, here I am, hoping my card comes in so I can order the makeup I loved and tried for my big wedding day. If not, I can guarantee I will cancel the card and not shop at Sephora again.

I googled this, and this is a common issue that has been happening since 2020 or even possibly earlier. This is a frustrating issue multiple people have been having which a big part of that advertisement of applying is instant use. The other frustrating part is trying to find which products you'd use, spending time building a cart or selecting items, to be unable to purchase. 

If it has been an issue this long, without any solutions, I feel that there needs to be some sort of investigation into this matter further through IT departments. When this is a consistent issue, lawsuits can happen with this much evidence for false advertising. 

I know that posting this won't find a solution to my problem, but I do feel that Sephora as a whole should begin an investigation into this matter as it has gone on this long or change wording at applying by making it boldly noticeable that this is a possibility so the frustration isn't placed at the company.

[DaneeBT]

Hi @smileitsbrookie 

I am so sorry to hear about this experience and that you weren't able to use your temporary credit card in store or online! I appreciate you bringing this to our attention and will forward your feedback regarding the credit card and Comenity Capital Bank to the appropriate teams. I understand this is frustrating and I'm sincerely apologize for the inconvenience and wait to receive your physical card!