Sephora cancelling orders - NO notification, NO explanation

[larla84]

I joined this community just so I could say the following:

I have been a loyal customer of Sephora for years, but now am reconsidering that. I’ve never had problems until my last online order.

I ordered something during the Spring sale, and noticed the order was taking longer than usual to update me that it shipped. I was busier than usual with work, so I didn’t have time to log in sooner. But when I did today, I saw that my account indicated that the order was CANCELED, with NO notification to me that it had been canceled, and NO explanation as to why.

I immediately called customer service. The agent was very kind and helpful, and looked into it. She stated that the order was cancelled because something to the effect of “some things on your account needed verification but were not verified.” What?? I asked her to clarify, because the system NEVER asked me to verify anything that I can remember, and she said that they needed to verify all of my demographic info (e.g., name, contact info, etc.). Makes no sense, because nothing has changed, but I verified it with her.

Once I did that, she said she’d do something on her end, and once I get the next email, I NEED TO CALL BACK AGAIN (What??? I need to do more work because the company messed up??) to make sure they will replace the order for me. She confirmed they will reapply my gift card and the sale price since the sale is now over.

I’m waiting on the email so I can waste my time and call back, and pray they don’t cancel my order again. I’m not at all confident this is going to work, and yet, I don’t have time to go to a store and the stores are often not stocked with what I want. It’s insane.

What kind of way to do business is that? Your customer service agent was kind and not to blame, the people who hide behind representatives are the problem. You cancel my order over something so nonsensical, don’t even notify me about it, or explain why until I call, and the explanation is bogus. Then my research online (here and on reddit) reveals that your company has been doing this on the regular to TONS of customers recently. Maybe Sephora should take into consideration the plethora of people having this problem and taking the time to complain on the phone and online. If it's a personnel problem or system glitch, fix it either way! Someone at the company needs to answer for this, or you certainly will be losing lots of loyal business because of your own stupidity.

[LaurieBT]

Hi @larla84,

I'm sorry for this issue with your orders and thank you for reaching out to us about this. I'm happy to check on this and I'll send you a message.

Best,

Laurie