Why do my orders keep getting cancelled?

[Rings83]

Tried twice to place an order… Both were immediately cancelled. What does “Unsuccessful Authorization” mean? My info, address, and credit card are all up to date.

Spent over an hour with 2 separate customer service reps, I was told it takes 48 hours to find out… That was 7 days ago. 

 

The sales have now expired, all the free samples are gone, and my birthday gift is going to expire soon. Oh and there’s a pending charge on my credit card.

#worstexperienceever

[st8cy24]

I am having the same exact problem! Ordered once through customer service on the phone, then online customer service. I get unsuccessful authorization message also. My 25% is about to expire after dealing with this for weeks.  They said someone through email will get back to me in 10 business days when my discount probably won't be valid anymore. Please let me know if you get any answers!

[Rings83]

I spoke with reps over chat, phone, and email… No one could help me. They all say “I’m happy to help!” but then no one actually fixes the problem, they just kept telling me to call support over the phone. Worst customer service of all time.

I never got to place my order. I have to shop at a different company. Shoppers Drug Mart sells Drunk Elephant now plus a bunch of other good brands, so I’m going to start there.

Hopefully you are able to get further than I did.

[DaneeBT]

Hi @Rings83 I'll send you a PM.

[LaurieBT]

Hi @st8cy24,

My apologies! I'll send you a message shortly.

Best,

Laurie  

[Aneka17]

I have called and chat the support multiple times every time my order was canceled and they always tell me someone will get back to me, but no one did. It ends up, me ordering to other online stores.

[Rings83]

I created a support ticket through email… The response was “call the toll free number”

I have already called the toll free number, TWICE! The rep replies with “call the toll free number” completely ignoring what I’m trying to tell them.

This has been the absolute worst customer service experience of my entire life. I wish I was kidding.

I have wasted 3+ hours just trying to place an order… Spoke with 2 reps via chat and 2 other reps over the phone. Several replies through the support ticket, no one will help me.

I really wanted to place an order because my girlfriend loves Sephora, but after this long and being treated this poorly, I’m giving up.

I will never shop at this awful company ever again, and I will be posting negative reviews wherever I can (Facebook, Google, Trustpilot, etc).

[Aneka17]

Same for me since 2022, I just placed the order few minutes ago and it's canceled again. This is the 15th time my order were canceled

[keelybt]

@Aneka17 I'm sorry to hear that! I will send you a PM. 

[Rings83]

Cancelled.

AGAIN.

For the 4th time!

Spoke with a rep over the phone, verified all my information, ordered. CANCELED.

3 hours of screwing around on chat and over the phone.

This is beyond unacceptable.

 

I highly advise that no one order though this joke of an app!!!

[Rings83]

Aaaaand CANCELLED. 

Again.

3 times in a row now. Called the toll free number as requested, the order still got cancelled.

What is going on??  

[keelybt]

@Rings83 I'm sorry to hear that! I will send you a PM. 

[DaneeBT]

HI @Rings83 I'm sorry to hear about this! I'll take a look then send you a pm.

[Rings83]

I got your DM, however, Customer Service is always greyed out. Am I missing something? 

 

[DaneeBT]

@Rings83 Please visit https://sephora.com/contact-us then click on "Live beauty help". If all other agents are assisting other clients, it'll be greyed out and we recommend checking back again later or you may contact us via phone.