Missing all samples coming from Tennessee Distribution Center!

[Dearest1]

I have had the last 3 Sephora orders arrive with NO SAMPLES inside and NO SAMPLES printed on the form in the box. That's 3 boxes in a row!! Imagine taking the time to choose 3 samples 3 times and NONE ever show up! For those of you shoppers that this happens to, did you notice the TENNESSEE Distribution Center is always the fulfillment hub?! And that none of the samples you requested were printed on the form inside your box?! WHAT is going on, Sephora?! When are you going to fix your Distribution Center Problem?! 9 samples and counting I've NEVER received! I know I'm not the only customer who is experiencing this problem!! Sephora please fix this issue ASAP!

Thanks!

Sara B.

Sephora Customer and Play! Subscriber

[Colours]

I’m not sure where my packages are shipped from but I live in Louisiana so maybe Tennessee??? But anyway my latest complaint is their “Choose 5 free samples” (rather than usual 3). So today I get my order and there are 3 samples and 1 happened to be something I did choose. Why do they even promote 5 samples if they are can’t fulfill it? I love a good deal but this is ridiculous. Why do I waste my time carefully choosing what I’d like to sample only to be given what I don’t want? This is my 2nd year as Rouge and only about half way to my 3rd year. I don’t know if it’s even been worth it. I just received 2 orders a couple days ago (I know, I have a problem)...but out of the 2 orders, I received 3 samples total. Really I should have had 6 (3 from each order). Again, I don’t think Sephora understands that samples inspire people to buy the actual product worth $!!! So really, since March 1st, I’ve received 3 orders with anticipation that I would score 11 samples total and I only received 5. Is spending an additional $500 worth it to be Rouge again? I don’t feel like Sephora values my business.

[melissabt]

@Colours,

I am truly sorry that your samples were missing from your order, due to a technical error I am unable to send you a message. Please send me a private message when you have a moment. Thank you.

[davidg]

I am in Tennessee and have been experiencing the same problem to the point I am wondering if Sephora is for me. I have contacted customer service several times and they have once or twice deposited extra points (100 first then 50 next complaint...then they stopped) into my rewards as a compensation. This is nice but I really prefer they just do what they advertise. The worst occurred over December 2017 when I made SEvERAL purchases over Christmas for myself and gifts. I was so disappointed I waited until last week to place a reorder, hoping the problem was just holiday volume. Apparently not, as I literally used the $10 off apology coupon Sephora gave to us to make a purchase and ironically I once again only received one of the five samples I requested (although thank you for 5 samples, but really I would just like what I asked for). This problem also happened to my two daughters’ orders, also in Tennessee. I love Sephora online so much because of their excellent promos and samples, but they are really falling short on what makes them so great. Yes, I can go to my brick and mortar store to request samples, but seriously, the sales associates at least in my stores seem highly put out to do this for me. Truth be told, I order lots of fun but frankly unnecessary stuff from Sephora online just to try specific samples. If I can’t get them, I actually wouldn’t have placed the order. So Sephora wins I guess. Is this “bait ‘n’ switch” on purpose?? I have completely stopped recommending Sephora to literal strangers and I’m trying to decide how long to wait before I have any confidence to reorder if at all.

[melissabt]

@davidg,

I am very sorry to hear about your missing samples and I am sending you a message now!

[gygles]

I just received my package which came from Mississippi and even though Sephora sent us notifications that we can get 5 samples and I chose 5, they sent 3 and none of them were what I selected. If I select all skincare what would make a person think I need 2 perfumes??? I have come to realize customers complaints fall on deaf ears. If the company put their customers first, they would have corrected the samples problem months ago. Its disappointing and frustrating.

[melissabt]

@gygles,

I am truly sorry to hear about your missing samples. I am sending you a message shortly. Thank you.

[MaliBT]

Hey @Dearest1, @Anonymous, @81DarlingNikki, @naturalooks15, + @Gabriellajaso,

Sorry to hear about your missing samples! I will share the feedback. Please send me a PM if you notice anything off like this with any future orders. I would be happy to look into it for you.

-Mali

[81DarlingNikki]

just got another shipment without the samples

[Anonymous]

I’ve been missing some too. It’s so disappointing 

[81DarlingNikki]

I never get my samples anymore. I'm going to stop choosing samples because it's pointless.

[naturalooks15]

Uh oh.. my order from 2 days ago shipped y’day and I just checked, it’s coming from TN warehouse. Really really hope it’s not messed up as I have a ‘metime’ promo bag with it and I really want to try the Fresh rose mask and Origins Ginzeng cream 🤞 🤞 

[Dearest1]

I have gotten the ordered promo gifts but NOT any of the free 'ride along' samples that you are encouraged to choose each time you purchase something. So hopefully your promo gift will be okay!

[SianBT]

Hi @81DarlingNikki, 

I'm sorry to hear about this! I'm going to share the feedback with the appropriate teams and will send you a PM shortly. 

Bisous, 

Sian

[Gabriellajaso]

I have had the same problem, it’s really disappointing because I really like the perfume samples and many times I place an order depending on the samples shown. What a letdown.