Sephora Cancelled My Pick-Up Order (Without Notifying Me) and Have Not Refunded Me Yet.

[Elorabird]

On November 30th, I ordered a product for pick-up at my local Sephora Store. I intended to pick up the product on a Saturday (when I am not working) and was not made aware that my order would be cancelled if I did not pick up my order before December 5th. I just checked the status of my order on Dec 6th to see that Sephora cancelled it. When I called the store and inquired about why my order was cancelled, they informed me that it was because orders are automatically cancelled if not picked up within a 5-day window. Sephora didn't text me or otherwise warn me before cancelling my order. To add insult to injury, Sephora has charged me for the order but has yet to refund me after cancelling my order. I want this refund processed as soon as possible so I can order the product from another retailer that doesn't require me to take time off work to pick up a prepaid order before they cancel it. The only reason I am relying on pick-up orders is because Sephora insists on using Canada Post for shipping, despite Canada Post being on strike for who knows how long. My previous shipped order has been sitting in some post office warehouse since Nov 11th, with little to no hope I will ever receive it at this point. I would like someone at Sephora to process the refund for the order Sephora cancelled.

[DaneeBT]

@Elorabird I'm sorry to hear your order was cancelled and that you weren't made aware that it needed to be picked up within a certain timeframe! You have five full days after you place your pickup order before the items are restocked. You can learn more by visiting our FAQ page here:

https://www.sephora.com/beauty/in-store-pick-up-faq

As your order was cancelled, please rest assured we have not charged you for it. The amount you may be seeing on your bank statement is a temporary pending authorization and it will automatically drop within 1-7 business days.