Did not receive free samples on 3+ online orders

[Anonymous]

After being promised that the warehouse situation (whatever it may be) was fixed, and that the free samples will be given on future shipments, imagine my pleasant surprise when I didn't receive any of the free (3) samples I ordered on my last two shipments.

Of my last 4 orders, I have not received any of my free samples. It is frustrating because this is the reason why I order online, to try new things.

I understand I should talk to customer service, who are indeed nice, but the most frustrating part is when they do not deliver on their promise. two broken promises: 1) warehouse is now sending free samples again (they have not), 2)  they would send me one of the samples I really wanted to try (sephora collection mud mask).

I find it unprofessional and annoying, and I have never dealt with a store that gives me these problems. If an online store says it will send these products, and doesn't, why even establish the policy in the first place?

sorry for ranting, but I guess my question is, how do I get my samples? this is such a frustrating experience.

[JamilaBT]

Hi there. So sorry about this! I will send you a private message.

xo, jamila

[Kanti]

Just review my order and I noticed it wont contain the samples I ordered. The whole point of buting online is to get them and not having to deal with people at the store giving you the wierd look if you ask for one when they are busy. This is my second dissapointment after trying to buy at a store and the lady didnt want to take my extra 50 points foe my play box because according to her I am not even in the system. I fixed the issue and order online and now I dont get the samples I ordered. I read it is a veey common issue... simple rule of biz and important line not to cross” never advertise something you arent going to deliver” because it falls under false advertisement. I read other people had the same issue and were promised trial sizes but they didnt send those either... 😒😒😒

[LaurieBT]

Hi @Kanti,

I'm sorry if your samples were missing from your recent order, and your feedback is sincerely appreciated. Please send me a private message with your order number for assistance. Thank you!

Best regards,

Laurie