CHARGED for an order that never placed!

[Anniexx]

I was trying to place an order on October 21st at sephora.ca but when I went to check out, the webpage said there were some problems with my payment information, it said the attempted order IS NOT PLACED so I tried couple times to see if it's my problem of entering wrong information. None of the attempted orders is successful. 

However when I checked my online banking I saw a transaction of my order on my debit card, I thought I won't be charged for any unsuccessful order but the charge was there. So I contacted sephora customer service immediately and they told me I will get my money back and I won't be charged. They said they informed my bank and it shall take 1 to 7 business days to get back the money and saying that I should contact my bank because they keep my funds. So I waited and 7 days has passed therefore I contacted my bank, they told me they NEVER received refund request from sephora and won't keep customer's fund under this circumstance. 

I have been contacting with sephora customer service through email and I received almost the same reply every time - the same standardised reply saying that "A pending authorization was placed for the attempted order and will drop within 1-7 business days, depending on your financial institution.", but this is not happening. 

I love shopping with sephora but this time it makes me feel very frustrated and upset. Please do something to deal with my situation, stop replying with standardised message and really DO something to give your customer's money back. It's not an excuse to keep your customer's money by blaming any financial institutions. DO SOMETHING. I demand a full refund NOW 

[HelenBT]

Hi @Anniexx,

I will send you a PM to assist you further. Thanks!

-Helen

[Anniexx]

@HelenBT I still haven't not received my money back. Please check again for me