5th order,no samples and Sephora doesn't care

[AliNatM]

I've posted here before when I was on my 4th order and I haven't got any samples in my package. Someone from Sephora responded on my post asked me to send her a PM so she can look into the issue. I did and never heard back from her. 

Now this is the 5th order I haven't got any samples in and I am not upset anymore. I'm just extremely disappointed. For a customer that has been so loyal and has been ordering about $900 in like 6 months (didn't reach VIB rouge because they took it away from me at the beginning of the year,without any warnings) I expect better treatment. I am just so close to giving up on Sephora but I keep thinking that maybe this is gonna get better and someone is going to help me. Starting to really loose hope. 

[ajcantrell]

I was told that if the samples chosen are not available then Sephora has a "substitution" policy. To which I responded that "substitution" was fine but that providing no product was not "substitution". Why bother offering goods that they have no intent on providing??? It's disappointing. By the looks of all the comments/complaints this is obviously an issue they are having with multiple customers.