CONSISTENTLY missing chosen free samples :(

[hypnotical]

I am a fairly new customer of Sephora’s. One of the main drawing points to ordering from here is the ability to chose samples, to try out, with each purchase - specifically your perfume samples. I am a fragrance freak, and spend thousands of dollars, each year, adding to my loved collection. I really like testing out new fragrances, and if I love them, I am sure to buy a full bottle. I have recently made 11 different purchases with Sephora. Out of my 11 purchases, I only received ONE order with the correct 2 free samples that I chose. Many packages even came without replacements. It is very discouraging and upsetting to me that samples are one of your selling points, yet you CONSISTENTLY FAIL at adding them to your packages. There are many threads on here, Reddit, and elsewhere with upset customers explaining the same treatment. Why, Sephora?! I have been given the excuse that they ran out, but that doesn’t fly with me. Why allow customers to chose from a list, if there isn’t sufficient stock? Why not have an ample amount of stock if you are offering them? I watch the list of offered free samples, and often order right after a new one is added to the list, therefore should be guaranteed to get it, as I chose it while it was new/available, but, as I’ve come to learn, Sephora continues to fail at giving their customers what they chose. Is there is a failure at the processing/packaging plant, where they aren’t caring to make sure our packages are fulfilled with the samples we picked: seems so, to me. I never have this problem at Shoppers Drug Mart, The Bay, or at YSL online. Maybe I should go back to spending my perfume funds there, if we are continuing to be duped and unvalued here. Do better, please, Sephora.

[sk8bitch]

Agreed 100%

[LaurieBT]

Hi @hypnotical,

I'm sorry for the disappointment caused. Generally samples can be substituted depending on availability at the location where the order is being packed. However the samples shouldn't be missing altogether. We appreciate your feedback and I'll forward it to our teams. I'll send you a message shortly to follow up.

Best,

Laurie