Quote: Originally Posted by teddybear88 /img/forum/go_quote.gif
Hi gals,
I'm new at this, but I came across this thread and it seems there are a few girls in the same boat as me. So, please don't mind my venting.
Long story short, I just found out last week that I can NOT place any orders online at Sephora.com. I kept getting the message that my payment could not be confirmed and my order has been cancelled. I called and talked with THREE CS reps in two days and they were NO HELP at all. They kept telling me to read the terms of use.
I then posted on BeautyTalk and a mod PMs me, BUT issue is still NOT solved. Her initial response after looking into my account is that I purchased multiple quantities of a product. I messaged back and said the most I ordered was THREE of one product. Is that too many? If so, then why do they place the maximum of a product allowable to be placed in the basket at TEN??? I then asked her to let me know how many is too many. She then changes her story and says that it's not the quantity of what I ordered, but that I used a promo code more than once and that I should be cautious of duplicating promo codes. So, okay, I admit I used that code four times. MY BAD!! BUT, after spending THOUSANDS of dollars, I didn't think they'd be so upset as to BAN me!! At least they could give me a warning first. Anyhow, I apologized and said I'd be wary of using a promo code more than once and asked if my ban is temporary or permanent. She responds by saying I am NOT banned and that I am welcome to shop online and in stores. SO, to test this, I placed a single order online for $25 and used ONE promo code I had NEVER used before. Guess what? CANCELLED!! Then I placed another order for $15 and did NOT use any promo coes. Guess what? CANCELLED AGAIN!!! So, I message her back and she simply says that she's sorry I can't purchase online and that I'm welcome to shop in stores!!!!!!! I mean, REALLY? Is that it??? Does she REALLY think I'll be shopping with Sephora EVER again??
Anyhow, I'm VIB Rouge who has shopped on sephora.com for many years.
1. I have NEVER made a return or an exchange.
2. I have NEVER called to complain.
Basically, I order, pay, and wait for products to arrive and that's it. I either use up the products, gift them, or throw them away. There have been a time where I paid a few dollars for a drawstring bag and never got it and once where one nail polish was missing. Even then, I didn't bother to call because it was so petty. So, I'm really a trouble free customer.
I know the terms of use indicates that they can revoke my membership and such (meaning they can ban me whenever they want). BUT, do I deserve to be banned just because I've used a promo code a few times?
It's ironic. Sephora lists FRAUD in the terms of use. They are accusing US of fraud, but it's actually SEPHORA who's a FRAUD!!! They lure us into becoming VIB Rouge and then cut us off!!
Anyhow, sorry for my ranting. I'm just SO upset. I was NOT able to purchase anything online which means I missed out on the $10 black Friday deals.
BUT, a company who treats its customers so poorly REALLY does not deserve my business. My thousands can be spent elsewhere.
Ulta and Nordstrom, HERE I COME!!!!!!!!!
This is so ridiculous.
I don't understand why they bother to make multi-use codes if you can't use them more than once. And what terrible customer service, especially for someone who has clearly spent a lot of $$ in their store!
I had never had to call their CS before, but I did yesterday with a question about the $15 off $50 promo. Talked to 3 different reps and got 3 different answers. Eeeek. They really need to get their **** together.
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