Missing Samples

[GeetSharma]

I have been ordering from Sephora from almost years. 2 years back, one of the customer service rep made 2 accounts which created a confusion and I lost all my points, couldn't recover anything and they were ungrateful, never apologized instead directed me to call a number, this event happened in the Guilford location ( Surrey, bc)+ if you ask for samples, they would always say no, however they have all samples, god knows if they take home or whatever.

Now, I finally started ordering online to avoid any error, but surprisingly every time I order there comes no sample. Placed an ordered for $170 this week, selected 2 samples it came with nothing, on top the points that I had I couldn't use it in rewards bazar either. I feel like it is such a rip off that you spent so much and get no customer service or samples. How, I am suppose to know a product w/o sample?? I feel like shoppers is way better with everything be it be customer service, price or samples. 

But I don't understand the concept of not sending samples??? and of course not acknowledging the customers either. 

I am sure even with this complaint nothing will happen but atleast my fellow community members can have an idea how bad Sephora works now !! 😞 

[LaurieBT]

@GeetSharma, I'm so sorry to learn of your experience! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this.

Alternatively, for immediate assistance, 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!

[GeetSharma]

Hi Laurie,

Thanks for prompt reply. 

I am not able to turn on messages not sure why and I am not able to send you private message either  as it says you are rouge member : (

[keelybt]

@GeetSharma You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app.