Continuing to receive incorrect samples

[Anonymous]

Hi all, has anyone else had repeated issues with receiving the wrong samples with your orders? This has become an increasing issue for me over the last year. In my order today, I only received 1 correct sample. The other was a men’s cologne, which is completely irrelevant. I continue to receive perfumes instead of the various cream samples I request, and I would never buy perfume as these trigger my migraines. Even having the perfume samples in the box my order comes in leaves an unfortunate scent that is triggering for me. While I understand that samples may be substituted, per Sephora’s policy, it seems like if samples are out of stock, this should be reflected on the selection page prior to ordering. Otherwise, does it not seem appropriate that Sephora could send an automated email prior to shipment notifying the buyer of the sample being out of stock and giving the buyer an opportunity to select something that IS in stock? Honestly, samples are one of the main reasons I buy from Sephora and not other retailers such as Amazon, where prices are often less. I’d love to hear other buyers’ feedback. Sephora, would like to get your feedback too.

[Anonymous]

Same thing happened to me! I just received my first Sephora order today. First off, the promo I requested was cancelled with no replacement. I tried to ask for a replacement, but got an auto “we can’t guarantee promos/samples” response. Was really disappointed but still looked forward to the samples I had requested- I specifically researched my sample options to choose skincare and makeup products I was really excited about and wanted to try. When I opened the order today, I only received 2 samples instead of 3. Neither were what I wanted- two fragrances (one a men’s fragrance!?) that I have no use for/give me migraines. Was really excited to try Sephora and was super excited about the samples and promos. Wish I had read through the forums here first- apparently this is a common problem. No longer excited about Sephora- I can find products elsewhere without the false perks. Definitely not buying online again.

[RaquelBT]

Hi @Anonymous,

I sincerely apologize about this. We do substitute samples when the samples you've originally selected go out of stock. Please feel free to private message me if you have any questions. 🙂

Best Regards,

❤️ Raquel