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.  

[SAMMMEE]

No your not the only one well just read my name but no i ordered this for something and it says cancled what is this

[keelybt]

@SAMMMEE  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[someguy123]

Agreed, same here. Twice in a row. The emails aren't even very indicative because the subject line is "order # order" which does nothing to tell you they cancelled it, and checking the email is just one big shrug, it was cancelled for "system or stock reasons" and yet the product remains there.. in stock.. no issues.

Really just tells me Sephora doesn't want or need any business, happy to take this order somewhere else that will actually just sell the product without expecting me to start up a tribunal with their underpaid and understaffed support team.

[DaneeBT]

@someguy123 It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your order numbers or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[Estebanpl26]

Hello, I'm having the same issue

[LaurieBT]

Hi @Estebanpl26,

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 be happy to 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

[hannaveldhuizen]

This keeps happening to me as well! Also the customer service chat is disabled so I cannot get in touch with support.

[LaurieBT]

Hi @hannaveldhuizen,

I'm sorry to hear this! It looks like your private messages are turned off. If you'd like to send me a private message with more details, I'll be happy to look into this further. 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 page shows it's unavailable, please keep the page open for a few minutes until the next agent becomes available. Thank you!

Best,

Laurie

[AliceDuBois]

This keeps happening to me too! @LaurieBT are you able to assist by chance?

[keelybt]

@AliceDuBois  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service
 

[MyDigitalworld]

Same thing just happened to me😭 cancelled both of my orders idk why…

[DaneeBT]

@MyDigitalworld Oh no! It looks like your private messages are currently turned off. Please send me a private message with your order numbers or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. Thank you!

[Mar1ssa]

Same. It happened to me before and I thought maybe a fluke then twice in the last day and no notification of it being cancelled, I only knew through looking online. Credit cards accepted the charge. Not sure the issue 

[DaneeBT]

@Mar1ssa sorry to hear about this. I'll send you a PM. 

[MaiteAline]

If just happened to me too :(.

How do we fix this?

Many thanks.

[DaneeBT]

@MaiteAline Sorry to hear that! I'm sending you a PM. 

[litoshorttina]

Same thing happened to me. Was Sephora able to fix? I placed an order on the April 15th and the ordered was cancelled. I called customer service to verify payment and asked for them to reorder twice and both were cancelled. Finally, I chatted with customer service and explained the whole scenario and they assisted with placing order and that one yet again was cancelled for the fourth time.. extremely frustrating.

[LaurieBT]

Hi @litoshorttina,

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

Best,

Laurie 

[elephantava]

Same here! I placed my order three times with different credit cards and it always got almost immediately cancelled for no reasons. Need help!!

[LaurieBT]

Hi @elephantava,

I'm sorry to hear this and I received your message. I'll respond shortly.

Best,

Laurie