No notification about cancelled order with same day pick?

[KNC24]

I placed my first order with same day pick up for the Sephora fave combo skin set. This items sold out very quick online. I was so happy that my local stand alone store had it. I purchased two sets. To my surprise when I called the store about my order they said that they don’t have it. I was never notified via text or email about it. Now I don’t get the item and I’ve been charged too. I’m sure I will get a refund for what I didn’t receive but this is very disappointing.

[RaquelBT]

Hi @KNC24,

I'm sorry to hear you weren't notified for your cancelled order. The transaction amount from Sephora.com that you're seeing on your credit card account is a temporary authorization from the failed order attempt. This charge will be dropped from your account by your financial institution usually within 3 to 5 business days. You will not be charged for any cancelled order.

If you continue to see this pending authorization after 5 business days, please contact us at 1-877-SEPHORA (1-877-737-4672) so that one of our Beauty Advisors can further assist. I hope this information helps! 🙂 Please feel free to private message me if you need assistance. 

Best Regards,

❤️  Raquel

[KNC24]

@RaquelBT thank you for your response. I was able to confirm inventory via phone the following day. They app also confirmed availability. I went to the store after having the item placed on hold. When I got to the store, the cast members told me they never got the item. I had to look for the item myself and found it in store. The same day pick up still showed my order being cancelled despite there actually being items in stock. This experience was terrible. The system being used is not reliable and it doesn’t help when cast members aren’t even aware of the item. I won’t use the same day pick option anymore. I realize the item order was popular since it sold out online within a few days but I feel others may have this problem costing Sephora lost revenue. If I weren’t persistent then I wouldn’t have the desired item. Plus customers can’t rely on cast members or the same day system.