Order canceled

[amask4]

Hi, just wondering why my order was canceled when the item is still in stock.

[babsbyrd]

Wanted everyone to see CS response after I asked WHY my order was cancelled. I specifically stated the credit card showed a charge. Call it pending or whatever, the "charge" isn't the issue. It's the lack of communication! I've been waiting on my order and had to login to find it had been cancelled in its entirety!

Lucky for me, I was able to order everything from NORDSTROM.

#worstcustomerservice

[LaurieBT · Accepted solution]

Hi @amask4,

I'm sorry to hear this! I'll send you a message. 

Best,

Laurie 

[christylukins]

This happened to me today using Klarna and I have not been refunded since it was cancelled.

[nayelisarias]

is happened to me as well. i purchased twice through klarna and still have not been refunded.

[keelybt]

@nayelisarias I will send you a PM. 

[keelybt]

@christylukins I will send you a PM. 

[Brunela]

I have the same problem and any time I want to purchase something through Sephora online, Sephora reject my order. Can someone explain me how to fix this please.

[sodakmkk]

sephora won't answer why an order gets canceled. They sugarcoat it with...oh you will be credited back so don't worry.  Lame.  If they cared, they would be straight forward and do whatever to keep a person's business.   

[babsbyrd]

Interesting. Here it is March 2024 and the same thing just happened to me! I had thrown away all my eye makeup as I had an infection and was anticipating arrival yesterday. No email, no communication. I logged in to find the entire order cancelled! over $250 and no explanation, yet there it all is to add back in my basket - all but two items. Why wouldn't they fill what they had like EVERY OTHER ONLINE RETAILER!!??

[DaneeBT]

Hi @babsbyrd I'm sorry to hear about this. I'll send you a PM.

[LaurieBT]

Hi @Brunela,

I'm sorry to hear this! Please call 1-877-SEPHORA (1-877-737-4672) or chat with us online here > 
https://www.sephora.com/beauty/contact-us so an agent can look into this for you and assist with order placement.

Best regards,

Laurie

[Khrisneedshelp]

The online chat is not available and no one picks up my phone call. My order also got cancelled don't know why...

[keelybt]

@Khrisneedshelp I will send you a PM.