Is Sephora Struggling? Bad customer service, no samples, wrong online statement....

[SampleLuvr]

I have been a Sephora Rouge member for over a decade (back when they gave THREE samples per order!). I shop almost exclusively at Sephora for beauty products. Within that time, I have seen Sephora slip from a very trusted and quality brand to a company that does not seem to know what it is doing. I don't know if it's growing too fast or if its legal troubles have overwhelmed it, but its customer service by phone is atrocious. Also, I did not receive my two samples and they used to give 100 points for each sample not received, which was not ideal, but at least you could get two more samples with the points. On my last call, they gave me 25 points for each sample missing. Thanks for nothing. It may seem trivial to the company, but everyone I know ordered from Sephora for the samples. You can buy makeup from a lot of other places. Sephora should lean into this and offer better samples (thanks for making me choose among eight foundation samples, none of which I want) and more points if they mess up and forget them. Notably, other beauty products suppliers (R+Co, Strivectin) are starting to offer free samples. I think they're learning how to attract customers ... JUST when Sephora seems to be struggling. I hope Sephora gets its act together, but in the meantime, I'm starting to shop elsewhere.

[LaurieBT]

Hi @SampleLuvr,

We appreciate you taking the time to share feedback with us, and I'm sorry for the disappointment caused with the sample selections as well as the points. I'll be happy to share your feedback with our teams for continued improvements in our service.

Best regards,

Laurie