Didn’t receive free samples

[chelsead27]

Didn’t receive 2 free samples with my order, only received one! Why does this keep happening with all my orders lately!!? #freesamples #customersupport 

[Genimi]

I order from Sephora online twice a year because I don't live in town yet my past two orders have both either had different samples then the ones I selected or missing a sample entirely. As previously mentioned the the community posts, I selected the free samples I wanted to try in an effort to try new products....kind of the point of doing the samples in the first place, forgive me if I'm wrong here.

My last order I received a foundation sampler, yet I don't wear foundation because of my job. I had wanted to try a new moisturizer so I'd asked for the two samples that were being offered, one from Charlotte Tilbury and the other from Drunk Elephant. Instead I got one foundation sample by Westman Atelier. Frustrating but not the end of the world as out of the 8 shades in the sample none matched me but there wasn't enough product to do anything more then color match any way.

The order I just placed this week, I wanted to try again with the only sample being offered of moisturizer from Laneige and a retinol serum by Augustinus Bader, I've been using the same retinol for like 5years by The Ordinary, not that I don't like the one I'm using I just wanted to try something else in case its better and an alternative was being offered as a sample so why not, perfect timing to try something new without spend time, money, shipping, and wasting product. Now this time I was sent a sample of Gucci's new men's perfume.....like wtf.

Like color me confused.

Now I'd like to add that in this same order there was an offer going on for an additional 3rd sample with a code if you spent over $30, and surprisingly I actually got the Laura Mercier primer that I asked for, I'm as shocked as the rest of you trust me.

I would like to add that my best friend has shopped with Sephora for years, like she buys everything from this place. When I mentioned this issue to her she said that it happens to her all the time so she only orders online when the weather prevents and she desperately needs something. She makes the pilgrimage into town to get her stuff when she can plus she has found that in-store the amazing sales team will often give her like 4-6 free samples of literally anything she'd like to try at home... frankly why am I ordering online?

Oh I know why, because I struggle with malls, so many people and smells, plus the drive. But I will say that this negative experience is making me reconsider. Having worked in retail, I understand that stocking samples is a nightmare like none other but from moisturizer/serum over to perfume substitution is a bit of a far reaching stretch. You could even do what many have done before; don't have the sample that's sad but have a little business card that says something cute like "We checked out shelves and there's no more of your sample left, here have [insert something] on us" and it has a onetime use coupon code for points or a %off next purchase just something that your client can actually use otherwise we are just creating so much more waste then we need to.

#freesamples #customersupport #byinstore

[LaurieBT]

Hi @Genimi,

I'm sorry for the disappointment regarding the sample substitutions you received, and appreciate you sharing this with us. We understand that your selected samples are an exciting way to try out new products that you're interested in. At this time, if the samples you selected become unavailable at the location where your order is packed, you may receive different samples. I apologize for the trouble and will share your feedback with our teams for continued improvements.

Best,

Laurie

[mejikara]

You are not alone, this was my second time I didn't receive my samples. 

[Lazer03]

Just got an order yesterday, and no samples. Looks like an ongoing problem 😞

[DaneeBT]

@Lazer03 sorry to hear that! I'm sending you a PM! 

[JusticeSkinner]

This is also my second order in a row that I haven’t received my samples 🥲

[DaneeBT]

@JusticeSkinner Sorry to hear that! I'm sending you a PM. 

[kooljo]

I just got my package today and also didn't get my samples. So bummed, I was really looking forward to trying them out 😞

[DaneeBT]

Hi @kooljo sorry to hear that! I'll send you a PM.

[JusMyOpinion]

It has been happening a lot to me as well including both samples I was to receive today. It would be nice if customer service/shipping just said they ran out of the item selected and added in something similar or if nothing else didn’t add it to the shipped if it wasn’t shipped so that you didn’t get your hopes up to try a new item you hoped to add as a possible future purchase. 

[keelybt]

@JusMyOpinion I'm sorry to hear that! I will send you a PM. 

[ItsJazz20]

I also didnt receive my samples incredibly disappointed.

[LaurieBT]

Hi @ItsJazz20,

I'm so sorry to hear this! I'll send you a message.

Best,

Laurie 

[mdmarino]

Hi, 

I didnt receive my free samples with my last order. I was really looking forward to trying these products out 😞 Is there any workaround? 😞

[LaurieBT]

@mdmarino, I received your private message, but I'm unable to respond as your private messages are off. You can adjust your preferences in your Community settings (on the browser only, not the app).

Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

[LaurieBT]

Hi @mdmarino,

I'm sorry to hear this! I'll send you a message shortly.

Best regards,

Laurie 

[DaneeBT]

@chelsead27 Oh no! I'll send you a PM.