Missing Samples Again and Again and Again...

[Elorabird]

First of all, I love Sephora's typically fast and free shipping, variety of products, and a good amount of product information and reviews on the website. I also love the ability to earn points and, until recently, discover new product favourites via choosing free samples. Which is where my gripe begins.

Sephora went from offering Rouge members the ability to choose 3 free samples down to two. And now, I rarely, if ever, receive any of the samples I take time choosing, and more often than not, I either receive only one random sample or none at all. It burns my cookies! I mean, if the excuse is that Sephora runs out of samples, why continue to offer Rouge members the illusion of choice, only to leave us disappointed when our orders arrive?

This month, for example, I really wanted to try the Rare Beauty tinted moisturizer sample. It's a product I am considering buying, and I'd prefer to try it first instead of having to potentially return something or waste an expensive product that ends up not being a fit for me. What do I receive with my order? Neither of the two samples I requested (and likely would have purchased if I received them and got to try them). No, instead,The two samples I deliberately chose and wanted to try before buying. I received neither! I received only one sample of something I never selected: a Lancome serum I won't use.

Sephora, at risk of sounding entitled, what gives? Why does the company continue to offer "choose two free samples" to Rouge members if it doesn't follow through on the expectations it is deliberately creating? I feel like Sephora is really taking advantage of having a bit of a monopoly and a captive market.

It's crazy that despite spending thousands per year, the sample issue is still an issue - two years later and counting. NOT COOL!

[LaurieBT]

Hi @Elorabird,

I'm so sorry that your selected samples were not included with your orders and appreciate you sharing this with us. Substitutions can be made, but the samples shouldn't be missing entirely. I'll send you a message shortly.

Best,

Laurie