Order status: pending

[Anonymous]

Hi everyone,

I placed an order 3 days ago (November11st) and the status is still showing pending. I understand due to the high volume, it might takes 1-2 days to process the order but it doesn't even say that it's processing or anything else.

I am really worried that my order might be canceled after holiday sale (it happened once on April). I tried to email them but no one reply. I am not live in the States so I can't call the customer service either.

Is anyone can help me with this situation?
Thank you.

[Kim888]

@Anonymous  That is not at all out of the norm during the rouge sale - expect delays well over 2 days in processing during the sale. If you view the cart page you will see there is a warning that says "Due to high volume, your order might experience up to 7 business days delay. 2 Day, 1 Day and Flash Shipping will not be affected." Flash shipping applies from the DATE OF SHIPMENT not the date of purchase so you can expect processing delays of 7 Business days before it ships. 

In my experience when you email customer service it can take 2-3 days to get a response. For a more immediate response if you still would like to speak to them you may want to call them. 

[samanthasmom]

The statement in the cart is wrong and misleading then because they are saying that 1 day, 2 day and flash shipping won't be affected by the processing delay but clearly they ARE being affected since my order with flash shipping from 11/6/ is still pending....

[Kim888]

@samanthasmom but if you actually look at the flash shipping faqs 2 day shipping it clearly states "2-day shipping on all orders from date of shipment at no additional cost. No minimum purchase required". 2 day shipping does not apply from date of purchase.  So once it actually ships you should still get it within 2 business days (unless you ordered something required to ship ground) thus flash shipping is not effected. It is the processing time that is delayed. 

[samanthasmom]

@Kim888 I understand that but I don't think you understand that the disclaimer is written wrong and they need to change it. The statement is saying that the 3 expedited shipping methods won't be affected by the processing delays. With 2 day flash shipping, they have always shipped my order within 24 hours, and their delivery date for my order was November 9. So they need to fix their disclaimer because it is wrong.

[Anonymous]

Hi @Kim888,

Thank you for your reply.

I will keep waiting and hope Sephora won't cancel my order after pending status. 

Thank you again!

[RichardBT]

Hi @Anonymous,

@Kim888 is right! We are experiencing delays with our orders due to the current sale! If you are worried about your order, please feel free to send me a PM with your order number and I'd be happy to confirm that it is successfully with our warehouse!

Best,

Richard