Stores & Services
Find a Sephora

Happening at Sephora

View all


From makeovers to personalized skincare consultations

Free Classes

Get inspired, play with products & learn new skills

Showing results forย 
Search instead forย 
Did you mean:ย 
Post in Customer Support

Unsuccessful Authorization Order

Sephora has truly declined as a company who supposedly values their clientele and customers.


As a long time Sephora customer and former employee, Iโ€™m disappointed that they are not willing to resolve a dispute regarding purchased merchandise that was never delivered, and have frozen my ability to purchase online ever since.


Back Iโ€™m February of 2022, I made an online purchase and the products were never delivered to me. I called Sephora who stated that because it had been marked as delivered to the correct address, it was not their problem and to contact the delivery service. I contacted the delivery service who were unable to account for the exact address of the delivery.


Naturally, I was not going to pay for products that I never received, so I disputed the charge with my bank. Now, 3 months later, my account is on hold and Iโ€™m not able to purchase online until the amount is paid. I will not be paying for products I did not receive.


Additionally, this business practice and will loyal customers. Many individuals do not live near a Sephora and rely on online ordering, so this practice will cause people like myself to stop shopping with Sephora.


I hope they change this practice soon. What a disappointment Sephora continually evolves into.

Re: Unsuccessful Authorization Order

This is happening to me as well. They put a hold on my account accusing me of receiving 2 refunds when i only received one. I sent documents to prove that i only received one because a Sephora employee canceled my order and i received the money back because she canceled it duhh Iโ€™m suppose to get that back ! She canceled it. An Iโ€™m a very good customer Iโ€™m a rouge member and they treat me like trash ! I sent proof and they still accuse me of this. This is not fair to customers this is not fair to me who spends $1000โ€™s at Sephora this is terrible customer service and terrible company to make us go through this when we give them money and always shop with Sephora ! 

Re: Unsuccessful Authorization Order

Hi @tleeemmailyo,


I'm sorry to hear about this and I'll send you a message shortly for more information. 


Best regards,


Re: Unsuccessful Authorization Order

Hi, i placed an order on august 29 and today my order was cancelled due to unsuccessful authorization. This is the first order i have placed online ever on sephora and i checked the billing address and shipping and all is correct..could you help me? 

Re: Unsuccessful Authorization Order

I am having the same issue but mine happened after someone changed my info and try to order stuff but I caught it and canceled. Every time I ti talk to customer service I get a message saying someone will reach out and know one does. I have completed this process three times. Please help. 

Re: Unsuccessful Authorization Order

Omg this happened to me and now I canโ€™t order anything!!!

Re: Unsuccessful Authorization Order

Hi @hchong


Sorry to hear that! I will send you a PM.



Re: Unsuccessful Authorization Order

Hi @Details182,


I'm sorry to hear about this! It looks like we will need to speak with you via phone once more. Please contact us via phone at 1-877-737-4672 so we can further assist. Thank you and I'm sorry for the trouble!



7 Replies
Conversation Stats
  • 7 replies
  • 0 Hearts Given
  • 7 Contributors