Why do my orders keep getting cancelled for no reason??

[RavenStar17]

I placed an order a while back and it was canceled. I called in and was told that my account needed additional verification to make sure it was me using my card? Anyway, the rep fixed it and said I should be all set from now on. 

Fast forward to a couple weeks ago, I placed another order and I got and email that this one was cancelled. I called and was told the same thing, that Sephora’s system is requesting verification for most online orders (even though it cleared my credit card). The CS rep assured me everything was still in stock and re-placed the order for me, and I gave her my card over the phone and she confirmed it went through and was processed fine. 

I still hadn’t received it OR any email updates so I just checked my account and it was cancelled AGAIN! What is going on?? I see I’m not the only one having this issue, either. I’m ready to just order from someplace else at this point.  

[LaurieBT]

Hi @RavenStar17,

I'm sorry about this! I'll send you a message shortly.

Best,

Laurie 

[Jadecf]

I’m having this issue as well and it is incredibly frustrating! I have been a Sephora customer for over a decade and have never had this happen before. It’s making me not want to shop with them any more. 2 orders canceled so far. No idea why this is happening to say many people. 

[Mike999999]

Same thing just happened ro me. The  customer service agent asked about my last 4 numbers of my card. He confirmed the card and informed me that I should hear an answer within 48 hours. All I wanted was to purchase this gift for my wife  so sad. 

[LaurieBT]

Hi @Mike999999,

I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

Best,

Laurie

[RavenStar17]

I’ve talked to several different people now and I keep being told somebody will get back to me and I still haven’t heard anything.

The last rep told me I would hear back in one to four business days which conveniently ends up being right right after the current sale ends. If something isn’t fixed with this soon, I am taking my business elsewhere. 

[keelybt]

@RavenStar17 I'm sorry to hear that! I will send you a PM. 

[RavenStar17]

Yep, it makes no sense at all. I chatted with two CS reps and didn't get anywhere except they submitted it for further review and they couldn't help me anymore. It is incredibly frustrating and obviously happening to a LOT of people.

It makes me want to just order from someplace else.