Another let down from Sephora

[user174737]

I am done ordering from Sephora…

I have been a customer forever with this company and as of this past year, everything has been subpar (at best), especially their online ordering and customer service.

I made over $100 order online with Sephora in November only because I was taking advantage of the November Cyber Sample bag. I made the order as soon as they offered these samples, which they require you to make at least $90 purchase to qualify.  

Not only did it take OVER A MONTH to arrive (I live in GTA here, not a remote location), and I kid you not, I didn’t receive a single sample. The “$90 purchase necessary to get this sample bag” wasn’t even in it! I was livid! This bag had good samples in it too…Ouai, Sol De Janeiro, Tatcha, Drunk Elephant, Peter Roth…and I received nothing.

I contacted customer service chat, who was absolutely insulting when they said we can only give you 150pts to your account. Are you kidding me?? I get more points once a year for my birthday! I asked if they would even send the mini versions of those samples as a complimentary gift with an order I was willing to put in now, then they just closed the chat LOL! What kind of scam are they running here??

They’ve lost a longtime, loyal customer, who spent thousands of dollars with their company. Absolutely disappointing and disgraceful. Don’t promise me a “$90 purchase sample bag” and then give me nothing. Give me a break. Your customer service is a joke. Your online ordering has significantly declined. What a waste.

Anyone else feeling like they’re getting scammed out of good samples when they order? I swear, every time I put an order in, I never receive the correct samples OR receive NO samples at all. This order was the last straw.

[keelybt]

@user174737 I'm not able to reply to your PM, as they are not enabled on your side. You can adjust your account settings (the gear icon) on a desktop or mobile web browser.

[user174737]

@keelybt I've turned on my private messaging, so you should be able to send me a message now.

[LaurieBT]

@user174737, I just sent you a private message as Keely is currently out of the office. Thank you!

[keelybt]

@user174737 I'm so sorry to hear that the sample bag was not included in your order.  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us privately on Facebook, Instagram or X. 

[user174737]

@keelybt still unable to send you a message and still have received no response from you...

[user174737]

I’ve tried to message you privately, but it just says there is an error and I’m not able to. Please send me a private message and I can provide my order number. Thanks