Unsuccessful Authorization Order

[tleeemmailyo]

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

As a long time Sephora customer and former employee, I’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 I’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 I’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.

[Ambieeee98]

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 I’m suppose to get that back ! She canceled it. An I’m a very good customer I’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 $1000’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 ! 

[LaurieBT]

Hi @tleeemmailyo,

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

Best regards,

Laurie 

[MiaVasquez]

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? 

[Details182]

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. 

[hchong]

Omg this happened to me and now I can’t order anything!!!

[DaneeBT]

Hi @hchong

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

Always,
Danee

[DaneeBT]

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!

Always,
Danee