Sephora cancelled my order for no reason.

[luja0720]

This is my first time purchasing on Sephora.com, but I have to say the experience was not fascinating at all.

I placed 3 orders on the same day ($209.97 in total), and 2 days later, they’ve been all cancelled for the reason - unable to confirm payment information - which I don’t see any problem with my payment information (address and phone number are right.), I called my credit card company immediately, and there was nothing wrong with it as well.

I sent a mail to customer service try to find out the reason. At meanwhile, I repurchased a product from one of my previous order. And it was being cancelled again for the same reason.

It all happened last week. I received the response from CS yesterday, and they only explained that my financial institution will release the funds back to me within few days without answering why I can’t place any order. What’s bothering me is that Sephora is doing these with no reasons, and during this time a product I really needed is out of stock now.

All I can guess is that maybe they consider my orders as some kind of abuse of purchasing, but what I want to say is – if I spent such amount of money, doesn’t it mean in some way I earned the profits? If you don’t agree with me, please define abuse of purchasing, because I can’t find it in your term of use or policy. If you consider my behavior as violating your policy, then just set the limits for everyone, maybe a maximum number of orders one person can make in a period, or only 3 samples/1 promo in one week per person. Something like that. Then I won’t have a chance to complain you here.

If you want us to follow the rules, SET THE RULES!

You can’t remove whatever you want without reason or just because you THINK it is inappropriate, it has no respect toward your customers. I noticed there were lots of people encounter the same situation here, and no matter we are doing it on purpose or not, you are not even look into it, and probably just put us on your black list so we are NEVER able to purchase anything on Sephora.com. Despite so many people had this problem, I don’t see any improvement or reaction took by you so far. It’s still happening.

[Anonymous]

They did that to me too. I wonder if they know how much business they are losing? I walked into an Ulta, got one of their credit cards and never looked back. Sephora can kick rocks with all those tired little samples they give you after spending hundreds of dollars. Ulta has 20% off prestige brands about 6-8 times a year (amongst other great sales)!  This is off high-end brands too. They also allow you to accumulate points that turn into real $$ off so fast and if you are a credit card holder, its even faster. I pay my bill off as I use it so no interest. They also have high end brands like MAC, ESL, Urban Decay, Anastasia Benefits...  Don't fret. 🙂

[RaquelBT]

Hi @Anonymous,

I sincerely apologize about this. I'll be sending you a PM shortly in regards to your comment. 🙂

Best Regards,

❤️ Raquel 

[keelybt]

Hi @luja0720 I'm sorry to hear that your orders have been cancelled.  I will look into this for you and send you a message with more information.