Again. Problem with samples.

[PlaidLove]

Ok. This is getting frustrating. I've been a loyal Sephora customer, am subscribed to Play, and my family gifts me with items from Sephora for birthdays, holidays, etc. Even my sister was bothered because wasn't able to give me the samples that should have come with her order for my Christmas present because she thought I would really like them.

I also just received extra points because I hadn't received samples for my past few orders. Then I placed another order. I was shocked to see samples in there, but they aren't the ones I chose and I can't use any of them! 2 hair care items I can't use because my head is buzzed as short as possible. The other item was for a foundation and the lightest shade on there is at least 3 shades darker than my skin. I'm starting to look at other beauty sites, because this widespread problem doesn't seem like it will be fixed any time soon. As others have said, this perk is a reason I started shopping with Sephora.

At the bottom of all the emails, it says:"3 Free Samples." This is a perk you are advertising. I spend my time deciding which samples to choose and never get them. I would love for Sephora to start working like it did before because I would like to keep shopping on a site that has most of my favorites in one place, but I'm frustrated and not sure if that's going to happen. How can you address my latest order?

[JamilaBT]

Hi @PlaidLove. Apologies for any inconvenience. While we try our level best to ensure your selected free samples are included, we apologize if you receive substitutions or missing samples entirely due to them being out of stock when we fulfill your order. Also, if you see your samples still available online, the warehouse fulfilling your order may not have them.  If you have additional questions,  feel free to send me a private message so I can assist.

xo, jamila

[PlaidLove]

This is a reply I just saw to another customer with the same problem:

We still offer three free samples with every online merchandise order! We're currently aware of our samples issue and we hope to resolve it soon. I'll be sending you a private message shortly to assist.