Sephora Denying Reshipment/Refund

“Our system cannot process a reshipment or refund because we have assisted you in other instances for order issues on this account”

Does anyone know why this is? It’s very possible to have a shipping issue with Sephora more than once so I’m not sure why they have this dumb rule.

I had a package never shipped (the tracking number was stuck on awaiting carrier pickup) in 2021 so I called and had it reshipped, so I’m guessing that’s what flagged my account. Now in 2023 the same thing happened except with a MUCH MORE expensive item (a Dyson!) and they are saying they cannot assist me at all in this instance. No refund or reshipment. I don’t really know what to do and keep asking them what I can do but they keep saying their system doesn’t allow them to help.

This is maybe the weirdest customer service moment I’ve ever seen