wrong INTERNATIONAL address

[melaniesasahara]

I’m using the Sephora app on my phone for the first time and when I was trying to change my shipping address I accidentally placed the order, to the US address when I live in CANADA. I literally NEED to cancel my order because I don’t know anyone that could ship it to me. It is probably going to be returned to sender anyway so there’s no point on going through with this order. I just want to change the address to CANADA but if that’s not possible, I MUST CANCEL MY ORDER. It’s literally impossible for me to ever receive whatever I ordered. Anyone else having problems with cancelling orders????

[melaniesasahara]

I literally tried contacting customer service as soon as I placed the order (you can check the time between my order “placement” and my first two emails that I sent) but it was also impossible for me to call because it was out of business hours. If you’re gonna have such a small time frame between cancelling your order and not being able to do it anymore, you should at least have 24/7 customer service. It’s not even fair that I misplaced an order and just because I did it out of the customer service hotline time frame, I am not able to cancel my order. This is actually ridiculous. I don’t even live in USA anymore, so how do you expect me to retrieve my package? Well, “too bad”?! That is terrible customer service! I am real desperate here. I don’t care about the bazaar points I will lose, or the promos I’m not gonna have. I don’t even care if the items I had ordered aren’t even available in Canada. I just want to cancel my order. Is that too much to ask? I work PM shifts, so it’s really unlikely for me to place my orders during “business hours”. You should really invest in 24h customer service because I saw a lot of posts similar to mine, but as I read the replies I kind of feel hopeless now. I always bought my make up at Sephora. I never bought them from anywhere else. The physical stores are amazing, but I’m never going to buy anything online if I’m not able to solve this issue. Isn’t that the whole point of buying things online? Anytime you want, how ever you want it, at your own convenience. This is anything BUT convenient.

[LaurieBT]

Hi @melaniesasahara,

I'm very sorry to hear this! I'll take a few minutes to review your order and will send you a private message with more information shortly. Thank you for your patience!

- Laurie