Also missing samples repeatedly, now promo cancelled too!

[goneoutofmyhead]

Hi there - I think I order from Sephora at least once a week.  The past three or four orders haven't included the free samples (annoying) which I'm certain I've added, and my most recent order cancelled the promo.  I was informed by email, but there wasn't an opportunity to get a different promo item - which is also annoying.  Online, you can still add the missing samples AND promo items.  I understand that items are stocked from different places, but when it happens consistently it's frustrating.  Why let us select them if you can't deliver?

[LaurieBT]

Hi @goneoutofmyhead,

I'm sorry that your recent orders have not included samples, and that your promo item was removed! Please send me a private message with your order number(s) so I may assist further. Thank you! 

- Laurie

[Anonymous]

I could not agree more! I stopped shopping inside Sephora stores b/c employees were so rude when I asked for a sample. I have super dry and sensitive skin and will love to try before buying! I saw a employee talking behind my back that I was asking for a sample, and she didn't realize I was right behind her, that incident traumatized me from ever going back to Sephora stores! Every single order that I have placed with Sephora I never got the samples, it said it "shipped" in my confirmation but never showed up in my packages! I placed a order this Monday and all I received was my 1 item that I order, so disappointed!

[LaurieBT]

Hi @Anonymous,

I'm so sorry about this experience! I'll send you a private message now requesting more information so I can assist. 

- Laurie

[TLPheartsxu]

Yes! I have that happen with every order. And someone just keep telling me they are looking into it and try to make sure it doesn’t happen again... but it just keep on happening. Never get them! So annoying! Like what’s the problem here???

[LaurieBT]

Hi @TLPheartsxu, @DEM7982 and @tt815,

I'm sorry! Please send me a private message with your order number(s) so I may take a look further to assist.

- Laurie

[goneoutofmyhead]

Thanks for replying, all! Despite the fact that customer service hasn’t responded (I had hoped they would - I’ve tried reaching out online and over the phone like you have).... it’s kinda nice to know I’m not alone in my frustration - not that it’s nice it’s happening to others!

[tt815]

The same thing happened to me! I’ve had a promo code be cancelled on me twice in the past month and I’ve repeatedly had orders that either car with the wrong samples or no samples at all. When I emailed customer service they simply told me that. I modifications could be made and didn’t try to do anything to fix their mistake.

[DEM7982]

The same thing has been happening to me...  looks like maybe that's just what they are doing now--advertising samples and promos to drive orders, and then not providing enough (or any?) samples.  False advertising and very disappointing.