Please forgive me for any MUT-etiquette violations, as this is my first post. I've been following Sephora-related forums for about a year, and I finally have something that I think may be helpful/horrifying, depending on your point of view. I will be completely honest, but please be kind to me. I promise not to be so long next time!
My husband and I both have Sephora VIB Rouge accounts, and have been since the program's inception. I also have Flash (I realize the benefits are duplicated, I just never canceled my Flash for a refund). For the last year, I have freely used the free-shipping-no-minimum for large orders ($3000+ total) and also for small orders that I like to send as gifts to friends--a little way to let them know that I have been thinking of them. I use the programs wisely--if I plan to spend $100 in a day, I will split up the order into 2 or 3 to benefit from the free samples and promotions that come with orders over $25/$35. The new Sephora Match Game offered me an opportunity to send small orders to friends and also gain 150 bonus points with each order; this seemed to me a very happy coincidence, and each day I have been playing the game and placing small orders under each of our accounts. I sent one with samples to my husband's sister, whose 3-yr-old daughter with Down Syndrome has kidney failure. I sent one to my brother's wife, who had a biopsy for breast cancer today. I even sent one to the woman who cuts my mother's hair for free.
A few days ago, the orders started being canceled, with the following explanation: "For your own security and protection, we have cancelled your order because we were unable to confirm your payment information." I was also assured, "Please contact us if we have cancelled your order in error so that we can attempt to correct the issue and try your order again." Have you received this message before? Evidently, it's totally bogus.
After I double-checked my payment information, I emailed Sephora immediately, and asked for the orders to be processed. Their reply was a meaningless, "We are not able to accept your order as one or more criteria violates our Terms of Use." They included a dead link to their Terms of Use. I have found the terms of use, and cannot find any criteria that I have violated. Am I missing something?
I emailed to thank them for their automated reply, but asked for an explanation. HOW had we violated their terms of use? I received this cryptic message, "As stated below, we are not able to accept your order as one or more criteria violates our Terms of Use. This was a business decision and we are unable to make an exception. We apologize for the inconvenience." That didn't make it any clearer to me. Does this mean anything to any of you?
Yesterday, I tried again, placing a $10 order (a sale item for myself) and a $1 order (a sale nail polish for a friend who is an unpaid member of a religious order). Both were canceled within 5 minutes. I emailed Sephora again to ask for the specifics of the problem: am I now limited in how many orders I may place in one day? Am I only allowed to use the 150-point promotion once EVER, although it says one code per person per day? Do I alone have a minimum amount that I am now required to spend on each order? Do I have a minimum order for free shipping, although I am Rouge AND have Flash?
This is what I received today, "We are not able to accept your order as one or more criteria violates our Terms of Use. Our records show multiple orders are being placed on your account at Sephora.com in one day, with promotions and samples added to each order. We can no longer honor such types of orders and ask that these types of orders be consolidated into a single order. Additionally, our promotions are intended as single-use only and may not be used in multiple orders."
I really love Sephora. I've never had a mean person wait on me or refuse a return like some of you have. It has been a source of joy for me to give small Sephora gifts to my friends for the past year, knowing that they'll have a bright spot in their day and maybe they'll find a new favorite item they never tried before. Even the girls in my local Sephora in JCP are brilliant. I check Sephora every single day, multiple times a day, for free samples, promos, sale items, and new releases. I love their return policy. I love the in-store shopping and sampling experience. It saddens me to think that I may have lost out on the whole Sephora.com world.
Today, I tried a $10 order, just one, for me only. It remains to be seen if it is accepted. I realize that the "banning" concept has been hotly debated over many months, and I don't mean to cause a stir, or bring a wave of accusations against me, but we have not been able to place an order (of any amount, with or without a promo code) for the last four days. Call it what you will, we've spent $3000 in the last year at Sephora, have VIB Rouge status and Flash shipping, and cannot place an online order of any kind. I thought those of you in a similar situation might like to be forewarned. Any kindly suggestions would be very much appreciated. And if I should be on another forum, or just keep my mouth shut, feel free to let me know.
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